COBIT 2019 - Domain 4 | Deliver, Service, and Support (DSS)

Summary

The 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

00:00

😷 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.

05:01

📚 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.

Keywords

💡Domain Deliver Service and Support (DSS)

DSS refers to the operational and support services provided within the context of IT, ensuring the delivery of services and support to users. In the video's theme, DSS is critical for operational IT services, including technical support and information security. The script mentions DSS's responsibility for the implementation and operational support of IT services to users, highlighting its importance in the continuity and quality of IT services during the COVID-19 pandemic.

💡Operational Procedures

Operational procedures are the established protocols that guide the execution of tasks within an organization. In the script, these procedures are essential for the operational side of IT services, including application operations and infrastructure management. They serve as benchmarks for ensuring consistency and efficiency in service delivery, as well as in addressing technical and security aspects of IT operations.

💡IT Maturity Level Assessment

This assessment is a process to evaluate the maturity and effectiveness of an organization's IT processes. The script discusses the need to check and identify whether the operational procedures are in place and aligned with the processes being executed, particularly in the context of the COVID-19 pandemic. It is a measure to ensure that IT services meet the required standards and can adapt to changing circumstances.

💡Incident Management

Incident management is the process of identifying, documenting, and resolving IT-related incidents or issues. The script mentions that incidents are closely related to customer service, as they involve identifying customer needs and addressing service disruptions. It is a critical component of DSS, ensuring that issues are promptly resolved to maintain service continuity.

💡Problem Management

Problem management involves identifying the root cause of IT issues and implementing permanent solutions. The script distinguishes between reactive and proactive problems, with proactive problems being identified and addressed before they become incidents. This concept is integral to the video's theme of maintaining high-quality IT services by preventing issues before they occur.

💡Reactive Problem

A reactive problem is one that is addressed after an incident has occurred. The script uses this term to describe situations where the IT team responds to major incidents or recurring issues, aiming to identify the root cause and implement a permanent solution to prevent future occurrences. This is an essential part of the problem management process within DSS.

💡Proactive Problem

In contrast to reactive problems, proactive problems are identified and addressed before they become incidents. The script describes this as a preventive action taken by the IT team to avoid potential issues, showcasing the importance of anticipating and mitigating risks in IT service management.

💡Business Continuity Management (BCM)

BCM is a holistic management process that ensures an organization can continue its operations during and after a disruptive event. The script mentions business continuity plans, which are part of BCM and are closely related to IT disaster recovery plans. These plans are crucial for maintaining service continuity during the COVID-19 pandemic and other disruptive events.

💡Disaster Recovery Plan

A disaster recovery plan outlines the steps to recover IT infrastructure and systems after a disruptive event. The script emphasizes the importance of this plan in ensuring that IT services can meet the business's needs during a disaster, thus maintaining the continuity and resilience of IT services.

💡Documentation and Evidence

Documentation and evidence are crucial for IT maturity level assessments, as they provide proof of the existence and effectiveness of operational procedures. The script highlights the need for documents and records that can serve as evidence during assessments, underlining the importance of thorough documentation in the IT service management process.

💡IT Maturity Assessment Gap

An IT maturity assessment gap refers to the difference between the current state of IT processes and the desired state or standard. The script mentions that there are often gaps in problem management documentation during IT maturity assessments, indicating areas where improvements can be made to align with the required processes and standards.

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

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