This article provides an overview and summary of the COBIT 5 process Manage Service Requests and Incidents, which is part of the Management – Run (Deliver, Service, Support) domain.

The purpose of this COBIT 5 process is to deliver timely and effective response to user requests and resolutions to all types of incidents. This includes restoration of normal IT service by resolving incidents and fulfilment of user requests – standard changes. The goal is to achieve high productivity and minimise disruptions through quick resolution of user queries and incidents.

The following sub-governance processes are further supported by a list of control activities:

  1. Define incident and service request classification schemes. Define incident and service request classifications.
  2. Record, classify and prioritise requests and incidents. Identify, record and classify service requests and incidents based on impact and organisation.
  3. Verify, approve and fulfil service requests. Implement appropriate service request procedures.
    Investigate, diagnose and allocate incidents. Identify and record incident symptoms, determine possible causes, and allocate for resolution.
  4. Resolve and recover from incidents. Test the solutions or workarounds and perform recovery actions to restore the IT service.
  5. Close service requests and incidents. Verify satisfactory incident resolution and/or request fulfilment, and close.
  6. Track status and produce reports. Regularly monitor and report incident and request trends to improve support.

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