COBIT 2019 - Domain 4 | Deliver, Service, and Support (DSS)
Summary
TLDRThe video script discusses the role of Domain Deliver Service and Support (DSS) in the context of the COVID-19 pandemic. It emphasizes the operational delivery of IT services and support, including technical support and information security. The script highlights the importance of guidance and procedures for operational applications and infrastructure, incident and problem management, and the distinction between reactive and proactive problems. It also touches on business continuity management, disaster recovery plans, and the necessity of documentation and evidence for IT maturity level assessments, underscoring the critical role of DSS in maintaining service continuity during crises.
Takeaways
- 📢 The speaker discusses the Domain Deliver Service and Support (DSS) during the COVID-19 pandemic, emphasizing the operational aspects of IT service delivery and support.
- 🛠️ DSS is responsible for the implementation and operational support of IT services to users, including technical support and information security.
- 🔍 The script covers the need for guidance and procedures for operational applications and infrastructure, including data centers, hardware, software, backup, restore, and maintenance processes.
- 📚 It is important to assess IT maturity levels and identify whether existing documents and processes meet the requirements set during the COVID-19 period.
- 🔄 The speaker mentions incident and request management processes, which are closely related to customer service, and the need to identify customer needs and report IT service disruptions.
- 🚑 Two types of problem management are identified: reactive problems, which are major incidents or recurring issues, and proactive problems, which involve preventive actions by the IT team.
- 🔍 Problem management processes may lack evidence during IT maturity assessments, and customer feedback is often used to supplement this.
- 🔄 The speaker differentiates between incident management and problem management, noting that they are separate processes requiring different documentation and handling.
- 🌐 The script touches on business continuity and disaster recovery planning, which are integral to ensuring IT services can meet business needs during a disaster.
- 🛡️ Business continuity management systems (BCMS) and disaster recovery plans are mentioned as crucial components of DSS, especially in the context of IT infrastructure and service sustainability.
- 📝 For IT maturity assessments, it's essential to have documents and records that can serve as evidence, ideally managed by a document controller.
Q & A
What does DSS stand for in the context of the script?
-DSS stands for Domain Deliver Service and Support, which is related to operational support and service delivery in the IT sector during the COVID-19 pandemic.
What are the main responsibilities of DSS during the COVID-19 pandemic?
-DSS is responsible for the implementation and operational support of IT services to users or customers, including technical support and information security.
What kind of procedures are necessary for operational application and infrastructure services?
-Procedures related to operational applications, operational infrastructure, Data Center installations, hardware and software, backup and restore, maintenance, and other processes commonly managed within IT operations are necessary.
What is the importance of IT maturity level assessment in the context of DSS?
-IT maturity level assessment is important to check and identify whether existing documents and processes align with the requirements of the COVID-19 pandemic and to ensure they meet the necessary standards.
How does DSS relate to customer service in the script?
-DSS is closely related to customer service as it involves managing incidents and requests, identifying customer needs, and addressing issues related to the use of IT services.
What are the two types of problems mentioned in the script related to problem management during COVID-19?
-The two types of problems mentioned are reactive problems, which are responses to major incidents or recurring issues, and proactive problems, which are identified by the IT team as preventive actions.
Why is evidence important in the context of IT maturity level assessment?
-Evidence is important to demonstrate that the processes and procedures are being followed and to identify any gaps in problem management, which is a common area of deficiency.
What is the role of Business Continuity Management (BCM) in the context of DSS?
-BCM provides an overarching framework for business continuity plans and disaster recovery plans, ensuring that IT services can meet business needs during disasters and maintain continuity.
What is the significance of a disaster recovery plan in IT operations?
-A disaster recovery plan is crucial for IT operations as it outlines how IT services and infrastructure can be restored to meet business needs in the event of a disaster, ensuring service continuity.
What should be ideally available during an IT maturity assessment?
-Ideally, there should be a document controller managing documents that can serve as evidence during the IT maturity assessment, including records and other forms of evidence.
What is the final message conveyed in the script regarding DSS and IT maturity assessment?
-The final message is that during an IT maturity assessment, it is important to have all related documents and evidence available to ensure a comprehensive evaluation of the processes and procedures in place.
Outlines
😷 Domain Deliver Service and Support (DSS) in COVID-19
This paragraph discusses the role of Domain Deliver Service and Support (DSS) during the COVID-19 pandemic. It covers the operational aspects of delivering IT services and support, including technical support and information security. DSS is responsible for the implementation and operational support of IT services to users. It also includes guidance and procedures for operational applications, infrastructure operations, data center installations, hardware and software, backup and restore processes, maintenance, and other IT operational processes. The paragraph emphasizes the importance of IT maturity level assessment and the need for documentation and evidence to ensure compliance with processes during the pandemic.
📚 Documentation and Evidence for IT Maturity Assessment
The second paragraph focuses on the importance of documentation and evidence in the IT maturity assessment process. It mentions that documents should be available and serve as evidence during the assessment. The speaker suggests that these documents should be checked and identified to determine if they exist and are in line with the operational processes. The paragraph also touches on incident and problem management processes, distinguishing between reactive and proactive problems. Reactive problems are linked to major incidents or recurring issues that require a root cause analysis and permanent solution. The paragraph concludes by highlighting the gaps often found in problem management during IT maturity assessments and the need for proper documentation and evidence collection.
Mindmap
Keywords
💡Domain Deliver Service and Support (DSS)
💡Operational Procedures
💡IT Maturity Level Assessment
💡Incident Management
💡Problem Management
💡Reactive Problem
💡Proactive Problem
💡Business Continuity Management (BCM)
💡Disaster Recovery Plan
💡Documentation and Evidence
💡IT Maturity Assessment Gap
Highlights
Domain Deliver Service and Support (DSS) plays a crucial role in operational IT support during the COVID-19 pandemic.
DSS is responsible for the implementation and support of IT services to users, including technical support and information security.
The scope of DSS includes service delivery to users, technical support, and operational support within IT.
Guidance and procedures are essential for operational application and infrastructure services within DSS.
Operational procedures include application operations, infrastructure operations, Data Center installations, hardware and software, backup, restore, and maintenance.
IT maturity level assessment requires checking and identifying existing documents and processes to meet requirements.
Incident and request management processes are closely related to customer service within DSS.
Identifying customer needs and reporting IT service disruptions are part of the incident management process.
Problem management involves reactive and proactive problems, requiring different approaches for resolution.
Proactive problems are identified by IT teams and involve preventive actions, while reactive problems are responses to major incidents or recurring issues.
Evidence for IT maturity level assessment may lack in problem management processes, often supplemented by customer feedback.
Incident and problem management are different processes requiring distinct documentation for IT maturity assessments.
Business continuity management (BCM) is closely related to DSS, with business continuity plans being a key component.
Disaster recovery plans are an essential aspect of IT within DSS, focusing on how IT services can meet needs during disasters.
Documentation and evidence collection are crucial for IT maturity assessments, including incident and problem management records.
A document controller should manage documents that can serve as evidence during IT maturity assessments.
The importance of having all relevant documents and evidence available for a comprehensive IT maturity assessment in the context of DSS during COVID-19.
Transcripts
topik kali ini yang akan saya sampaikan
mengenai domain deliver service and
support atau DSS yang ada dalam covid
2019 DSS dalam covid 2019 berkaitan
dengan aspek penyampaian layanan dan
dukungan eh operasional terhadap P
layanan informasi dan teknologi ini
mencakup segala hal mulai dari
penyampaian layanan pelayanan kepada
pengguna hingga dukungan teknis dan
keamanan informasi yang ada di dalamnya
nah DSS ini bertanggung jawab atas
pelaksanaan dan dukungan operasional
layanan It dari it kepada pengguna
ataupun customer it untuk DSS ini selain
berkaitan dengan layanan tentunya
berkaitan juga dengan proses
operasionalisasinya Bagaimana diterapkan
eh layanan-layanan yang ada di
operasional baik itu layanan aplikasi
maupun layanan infrastructure nah dalam
penerapan eh dari sisi operasional maka
perlu ada guidance-nya atau prosedur
prosedur yang perlu digunakan sebagai
acuan pada saat kita menjalankan
operasional di antaranya adalah prosedur
terkait dengan operasional aplikasi
kemudian prosedur yang berkaitan dengan
operationional infrastructure
operasional Data Center instalasi
hardware software kemudian backup
restore kemudian maintenance dan
proses-proses lainnya yang biasa
dikelola di dalam operationional it
tentunya di dalam eh it maturity level
assessment dokumen-dokumen ini perlu
kita cek perlu kita ee identifikasi
apakah sudah ada atau tidak kemudian
sesuai atau tidak dengan proses-proses
yang dijalankan itu sebagai requirement
yang ada di dalam covid 2019 untuk
area-area yang ada di dalam DSS ini nah
di dalam DSS juga karena Eh ini
berkaitan dengan operasional Maka sangat
dekat sekali dengan pelayanan terhadap
eh customer atau user nah ini ada proses
yang berkaitan dengan insiden dan juga
request yang biasanya kita kelola untuk
eh mengidentifikasi kira-kira Apa sih
yang menjadi kebutuhan customer kemudian
pelaporan dari gangguan-gangguan
customer yang berkaitan dengan
penggunaan layanan it yang mereka pakai
nah di dalam proses tersebut ada juga eh
kelanjutannya yaitu berkaitan dengan
problem managementen di mana problem
managementen ini kalau di dalam covid
ada dua tipe problem yang pertama adalah
reactive problem yang kedua adalah
proactive problem Jadi kalau misalkan
kita berbicara mengenai eh proactive
problem proactive problem adalah eh
problem-proem yang diidentifikasi dari
sisi it biasanya bentuk tindak lanjut
dari preventive action yang dilakukan
oleh tim it Nah kalau misalkan yang
kedua ini berkaitan dengan reaction
problem jadi eh reactive problem ini
berkaitan dengan eh kelanjutan dari
insiden yang sifatnya Major atau
insiden-insiden yang recuring atau
berulang sehingga perlu ditindaklanjuti
untuk meng identifikasi root cost dan
juga permanen solution-nya nah Biasanya
pada saat implementasi atau pada saat eh
assessment terkait dengan it maturity
level proses problem management itu
kadang kurang dari sisi evidence-nya
biasanya ditambahkan dari
customer-customer eh yang sudah pernah
dilakukan it maturity assessment
biasanya menggunakan eh dokumen
inciident management tapi sebetulnya
insiden dan problem itu adalah proses
yang berbeda sehingga Penanganannya juga
berbeda dan dokumentasi yang dijadikan
evidence juga berbeda sehingga pada saat
it maturity assessment biasanya gap-nya
itu cukup banyak di area problem
management nah kemudian di dalam eh DSS
ini ada juga yang berkaitan dengan
continuity kalau kita berbicara mengenai
continuity tentunya ada payung yang eh
menaunginya yaitu adalah bisnis
continuity management sistem atau bcms
nah di dalamnya berkaitan dengan busnis
continuity plan yang biasanya ini ada di
ranah bisnis dan kadang yang menjadi
ownership-nya itu yang paling dekat
adalah eh rekan-rekan yang ada di dalam
manajemen risiko nah kemudian yang kedua
yang ada di aspek it-nya itu berkaitan
dengan disaster recovery plan disaster
recovery plan ini biasanya berkaitan
dengan aspek teknologi Bagaimana sih
layanan it ataupun infrastructure it
dapat memenuhi kebutuhan-kebutuhan
ketika terjadi disaster Sehingga bisnis
ataupun layanan it dapat dapat
berkelanjutan atau dapat eh secara
langsung digunakan pada saat kondisi
disaster atau tidak normal Nah hal-hal
itu ada di dalam areanya DSS eh dalam
covid 2019 sehingga perlu menjadi
perhatian bahwa pada saat mau melakukan
it maturity assessment tentunya
dokumen-dokumen tersebut yang berkaitan
dengan proses-proses yang tadi saya
sampaikan itu juga harus tersedia dan
bahkan evidence-evidens-nya dalam bentuk
record lainnya juga harus dikumpulkan
idealnya memang harus ada dokumen
controller yang mengelola
dokumen-dokumen yang dapat dijadikan
evidence pada saat it maturity
assessment dilakukan Oke mungkin itu
yang dapat saya sampaikan terkait dengan
domainnya DSS semoga bermanfaat sampai
jumpa
[Musik]
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