DS8.4:

DS 8.4 Incident Closure

Control Objective:

Establish procedures for timely monitoring of clearance of customer queries. When the incident has been resolved, the service desk should record the root cause, if known, and confirm that the action taken has been agreed with the customer.

Applicability:

Sarbanes-Oxley

HIPAA

GLBA

PCI

FISMA

NIST SP 800-66

Ditscap

Control Exception

User Defined

Risk Association Control Activities:

Implementation Guide:

Process Narrative
Insert a description of the process narration that is applicable to the existing control statement this narrative refers to.

Process Illustration
Insert a process diagram, flowchart or other visual representation here to illustrate the process narrative.

File:Someimage.jpg

Control Commentary
Insert a description of the control that is applicable to the existing control statement this commentary refers to.

Control Exception Commentary
Insert a description of the control exception that is applicable to the existing control statement this commentary refers to.

Evidence Archive Location
Insert Evidence Description Here.

Control Status and Auditors Commentary
Describe the condition of the applicable control and its effectiveness. Set the color icon to a redlock.jpg, yellowlock.jpg or greenlock.jpg.

File:Redlock.jpg

Remediation Plan
Insert remediation plan, applicability, or any information that indicates what needs to be done.

Supplemental Information:
ITIL Service Support
ITIL Incident Management
ITIL 5.4.3 Investigation and diagnosis Service Support
ITIL Incident Management
ITIL 5.6.6 Ownership, monitoring, training and communication

ISO 6.3 Responding to security incidents and malfunctions