DS08 Manage service desk and incidents

focuses on

a professional service desk function with quick response

clear escalation procedures

resolution and trend analysis

is controlled by

DS08.01 Service Desk Establish a service desk function, which is the user interface with IT, to register, communicate, dispatch and analyse all calls, reported incidents, service requests and information demands. There should be monitoring and escalation procedures based on agreed-upon service levels relative to the ...

DS08.2 Registration of Customer Queries Establish a function and system to allow logging and tracking of calls, incidents, service requests and information needs. It should work closely with such processes as incident management, problem management, change management, capacity management and availability management. Incidents should be classified according ...

DS08.3 Incident Escalation Establish service desk procedures, so incidents that cannot be resolved immediately are appropriately escalated according to limits defined in the SLA and, if appropriate, workarounds are provided. Ensure that incident ownership and life cycle monitoring remain with the service desk for user-based ...

DS08.4 Incident Closure Establish procedures for the timely monitoring of clearance of customer queries. When the incident has been resolved, ensure that the service desk records the resolution steps, and confirm that the action taken has been agreed to by the customer. Also record and ...

DS08.5 Reporting and Trend Analysis Produce reports of service desk activity to enable management to measure service performance and service response times and to identify trends or recurring problems, so service can be continually improv

is part of

Deliver and Support (DS) is concerned with the actual delivery of required services, which includes service delivery, management of security and continuity, service support for users, and management of data and operational facilities.

refers to

[08.2] Incident management Objective: To restore agreed service to the business as soon as possible or to respond to service requests.

can be mapped to

Incident Management Process The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Customers as quickly as possible.

Request Fulfilment Process The Process responsible for managing the Lifecycle of all Service Requests.

supports

Ensure proper use and performance of the applications and technology solutions

Ensure satisfaction of end users with service offerings and service levels

Make sure that IT services are available as required