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Creating it support policy on handling it incidents to meet it governance maturity target

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The incident management process organized by service desk for an organization sometimes is operated without standard. The management in institution X comes to a certain level where they understand that their service desk operated without standard provides trouble shooting to low difficulty level incidents without any improvement and therefore inefficient. The improvement of incident management process needs to follow a certain framework, because it is related with critical day-to-day activities and the management chooses COBIT 5®. The thesis is started by assessing the maturity level, continued by creating policy, Service Level Agreement, Operational Level Agreement, including preparation of the standard input, output and action work products according to the framework. The policy is applied in two different periods in the institution with a number of policy items, control items and key metrics or target to achieve. This research studies show that the policy is not effective to improve service desk effectiveness in the short run. The reasons are to follow the policy, both the users should be educated in a longer period and IT department should be able to utilise all the work products well.

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Availability

M00295

(wh)

Available

Detail Information

Series Title

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Call Number

295

Publisher

: Swiss German University., 2014

Collation

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Language

English

ISBN/ISSN

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Classification

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Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

MIT
Incident management
Policy
service desk
Governance

Specific Detail Info

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Statement of Responsibility

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Other version/related

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