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Establish, implement, and maintain help desk query clearance procedures.


CONTROL ID
00850
CONTROL TYPE
Establish/Maintain Documentation
CLASSIFICATION
Preventive

SUPPORTING AND SUPPORTED CONTROLS



This Control directly supports the implied Control(s):
  • Establish, implement, and maintain a customer service program., CC ID: 00846

There are no implementation support Controls.


SELECTED AUTHORITY DOCUMENTS COMPLIED WITH



  • The organization should check to see if removing a registered customer incident notification for a lost or stolen card or device or the like conforms with the specified rules and other administrative procedures. (O41.4, FISC Security Guidelines on Computer Systems for Banking and Related Financial Institutions, 7th Edition)
  • Establish procedures for the timely monitoring of clearance of customer queries. When the incident has been resolved, ensure that the service desk records the resolution steps, and confirm that the action taken has been agreed to by the customer. Also record and report unresolved incidents (known er… (DS8.4 Incident Closure, CobiT, Version 4.1)