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Establish, implement, and maintain help desk query trend analysis procedures.


CONTROL ID
00851
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




  • Produce reports of service desk activity to enable management to measure service performance and service response times and to identify trends or recurring problems, so service can be continually improved. (DS8.5 Reporting and Trend Analysis, CobiT, Version 4.1)
  • The organization should monitor e-mail response time compliance on a daily basis. If the standards are not being met, the organization should add or reschedule the staff to improve the response time. (Pg 31, VISA E-Commerce Merchants Guide to Risk Management Tools and Best Practices for Building a Secure Internet Business)
  • For software systems assigned to Class A, Class B, and Class C software safety classes, the medical device manufacturer shall analyze the problem reports to detect any trends. (ยง 9.6, ISO 62304 - 2006 Medical device software - Software life cycle processes, 2006)
  • The organization should have procedures for identifying trends about complaints and disputes. (Table Ref 10.2.2, Generally Accepted Privacy Principles (GAPP), CPA and CA Practitioner Version, August 2009)
  • Analysis of help desk records, as appropriate, for capacity issues. (App A Objective 15:6e, FFIEC Information Technology Examination Handbook - Architecture, Infrastructure, and Operations, June 2021)
  • (SC-2.4, Federal Information System Controls Audit Manual (FISCAM), February 2009)