{"id":1631,"date":"2022-07-04T19:38:12","date_gmt":"2022-07-04T22:38:12","guid":{"rendered":"https:\/\/4matt.com.br\/?p=1631"},"modified":"2026-07-06T23:48:04","modified_gmt":"2026-07-07T02:48:04","slug":"cobit-2019-delivers-dss-services-and-support","status":"publish","type":"post","link":"https:\/\/4matt.com.br\/en\/cobit-2019-entrega-servicos-e-suporte-dss\/","title":{"rendered":"COBIT 2019: Delivery, Services and Support (DSS)"},"content":{"rendered":"

COBIT DSS<\/strong> (Deliver, Service, and Support) is the COBIT 2019 domain comprised of 6 processes that guide how IT should operate, handle incidents, and ensure the continuity and security of services delivered to the business. This article details each COBIT DSS process, its role in delivering IT services, and how it connects to the ServiceNow platform\u2014complementing the APO, BAI, and EDM domains already published on the 4MATT blog.<\/p>\n

Overview of COBIT DSS Processes<\/h2>\n\n\n\n\n\n\n\n\n\n\n
Process<\/th>\nName<\/th>\nMain focus<\/th>\n<\/tr>\n<\/thead>\n
DSS01<\/td>\nManaged Operations<\/td>\nOperational execution and infrastructure monitoring<\/td>\n<\/tr>\n
DSS02<\/td>\nManaged Service Requests and Incidents<\/td>\nCall handling and resolution<\/td>\n<\/tr>\n
DSS03<\/td>\nManaged Problems<\/td>\nRoot cause and recurrence prevention<\/td>\n<\/tr>\n
DSS04<\/td>\nManaged Business Continuity<\/td>\nBCP, DRP and operational resilience<\/td>\n<\/tr>\n
DSS05<\/td>\nManaged Security Services<\/td>\nAccess, vulnerabilities, and security policies<\/td>\n<\/tr>\n
DSS06<\/td>\nManaged Business Process Controls<\/td>\nData integrity and regulatory compliance<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Detailed Process Description<\/h2>\n

DSS 01 \u2013 Managed Operations<\/h3>\n

Objective:<\/strong> Coordinate and execute internal and outsourced IT operational activities.<\/p>\n

Guidelines:<\/strong><\/p>\n

    \n
  1. Execute standard operating procedures (SOPs).<\/li>\n
  2. Continuously monitor the infrastructure.<\/li>\n
  3. To ensure consistent delivery of IT products and services.<\/li>\n<\/ol>\n

    DSS 02 \u2013 Managed Service Requests and Incidents<\/h3>\n

    Objective:<\/strong> To provide quick and effective responses to incidents and user requests.<\/p>\n

      \n
    1. Register, categorize, and respond to calls.<\/li>\n
    2. Diagnose and resolve incidents.<\/li>\n
    3. Escalate to specialized teams when necessary.<\/li>\n<\/ol>\n

      This process relies directly on a good ITSM structure<\/a> to reduce response time and maintain business productivity.<\/p>\n

      DSS 03 \u2013 Managed Problems<\/h3>\n

      Objective:<\/strong> Identify the root cause of problems to prevent recurrence of incidents.<\/p>\n

        \n
      1. Reduce operational costs associated with recurring failures.<\/li>\n
      2. Improve service levels.<\/li>\n
      3. Increase availability and user satisfaction.<\/li>\n<\/ol>\n

        Integrate problem management with a CMDB<\/a> Structured analysis allows for much more precise impact analysis and fault tracking.<\/p>\n

        DSS 04 \u2013 Managed Business Continuity<\/h3>\n

        Objective:<\/strong> Create and maintain business continuity plans (BCP) and disaster recovery plans (DRP).<\/p>\n

          \n
        1. To ensure that critical processes are not interrupted.<\/li>\n
        2. Adapt operations quickly to failures or disasters.<\/li>\n
        3. Reduce operational risks in a structured way.<\/li>\n<\/ol>\n

          See how the COBIT 2019 APO domain<\/a> It supports the strategic alignment that underpins operational continuity.<\/p>\n

          DSS 05 \u2013 Managed Security Services<\/h3>\n

          Objective:<\/strong> To guarantee the protection of corporate information.<\/p>\n

            \n
          1. Manage access and privileges.<\/li>\n
          2. Monitor vulnerabilities and security incidents.<\/li>\n
          3. Implement information security policies.<\/li>\n<\/ol>\n

            Learn more about Information security and compliance<\/a> applied to IT operations.<\/p>\n

            DSS 06 \u2013 Managed Business Process Controls<\/h3>\n

            Objective:<\/strong> Define and operate internal and external controls to ensure information integrity and security.<\/p>\n

              \n
            1. Control data input and output.<\/li>\n
            2. Monitor information processing.<\/li>\n
            3. Ensure regulatory compliance.<\/li>\n<\/ol>\n

              This process interacts with the domain. COBIT 2019 BAI<\/a>, responsible for building and implementing the controls defined here.<\/p>\n

              COBIT 2019 and ServiceNow: DSS running on the platform<\/h2>\n

              Data Security System (DSS) processes don't just exist on paper\u2014they need a platform to execute them with reliable data. ServiceNow<\/a> Enables DSS02 (incidents and requests) via ITSM, DSS03 (problems) via integration with CMDB<\/a>, and DSS05\/DSS06 (security and controls) via GRC and SecOps modules. Implementing COBIT DSS with the support of a mature platform reduces manual compliance effort and creates end-to-end traceability between process, control, and evidence \u2014 with 4MATT, a ServiceNow Elite Partner in Brazil with over 80 certified specialists, responsible for the implementation and support of these capabilities.<\/p>\n

              Conclusion<\/h2>\n

              The DSS domain of COBIT 2019 is fundamental for companies of all sizes to deliver IT services reliably, quickly, and securely, ensuring business continuity and alignment with corporate strategy. Organizations that treat COBIT DSS as an ongoing discipline\u2014and not as a one-off audit exercise\u2014tend to reduce recurring incidents and strengthen business area confidence in IT operations.<\/p>\n

              Companies that apply these processes:<\/p>\n

                \n
              • They reduce incident response time.<\/li>\n
              • They increase the availability of critical services.<\/li>\n
              • They strengthen business continuity and operational resilience.<\/li>\n
              • They improve compliance and information security.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"

                The six processes of the DSS domain in COBIT 2019 structure the delivery of IT services, incident support, continuity, and security.<\/p>","protected":false},"author":217054028,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1391,1383],"tags":[],"class_list":["post-1631","post","type-post","status-publish","format-standard","hentry","category-governanca-de-ti","category-cobit"],"jetpack_publicize_connections":[],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/phhKzJ-qj","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts\/1631","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/users\/217054028"}],"replies":[{"embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/comments?post=1631"}],"version-history":[{"count":3,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts\/1631\/revisions"}],"predecessor-version":[{"id":1636,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts\/1631\/revisions\/1636"}],"wp:attachment":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/media?parent=1631"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/categories?post=1631"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/tags?post=1631"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}