DS Deliver And Support
  • DS1 Define and Manage Service Levels
    • DS1.1 Service Level Management Framework
    • DS1.2 Define Services
    • DS1.3 Service Level Agreements
    • DS1.4 Operating Level Agreements
    • DS1.5 Monitoring and Reporting of Service Level Achievements
    • DS1.6 Review of Service Level Agreements and Contracts
  • DS2 Manage Third-party Services
    • DS2.1 Identification of All Supplier Relationships
    • DS2.2 Supplier Relationship Management
    • DS2.3 Supplier Risk Management
    • DS2.4 Supplier Performance Monitoring
  • DS3 Manage Performance and Capacity
    • DS3.1 Performance and Capacity Planning
    • DS3.2 Current Capacity and Performance
    • DS3.3 Future Capacity and Performance
    • DS3.4 IT Resources Availability
    • DS3.5 Monitoring and Reporting
  • DS4 Ensure Continuous Service
    • DS4.1 IT Continuity Framework
    • DS4.2 IT Continuity Plans
    • DS4.3 Critical IT Resources
    • DS4.4 Maintenance of the IT Continuity Plan
    • DS4.5 Testing of the IT Continuity Plan
    • DS4.6 IT Continuity Plan Training
    • DS4.7 Distribution of the IT Continuity Plan
    • DS4.8 IT Services Recovery and Resumption
    • DS4.9 Offsite Backup Storage
    • DS4.10 Post-resumption Review
  • DS5 Ensure Systems Security
    • DS5.1 Management of IT Security
    • DS5.2 IT Security Plan
    • DS5.3 Identity Management
    • DS5.4 User Account Management
    • DS5.5 Security Testing, Surveillance and Monitoring
    • DS5.6 Security Incident Definition
    • DS5.7 Protection of Security Technology
    • DS5.8 Cryptographic Key Management
    • DS5.9 Malicious Software Prevention, Detection and Correction
    • DS5.10 Network Security
    • DS5.11 Exchange of Sensitive Data
  • DS6 Identify and Allocate Costs
    • DS6.1 Definition of Services
    • DS6.2 IT Accounting
    • DS6.3 Cost Modelling and Charging
    • DS6.4 Cost Model Maintenance
  • DS7 Educate and Train Users
    • DS7.1 Identification of Education and Training Needs
    • DS7.2 Deliver Training and Education
    • DS7.3 Evaluate Training Received
  • DS8 Manage Service Desk and Incidents
    • DS8.1 Service Desk
    • DS8.2 Registration of Customer Queries
    • DS8.3 Incident Escalation
    • DS8.4 Incident Closure
    • DS8.5 Trend Analysis
  • DS9 Manage the Configuration
    • DS9.1 Configuration Repository and Baseline
    • DS9.2 Identify and Maintain Configuration Items
    • DS9.3 Configuration Integrity Review
  • DS10 Manage Problems
    • DS10.1 Identification and Classification of Problems
    • DS10.2 Problem Tracking and Resolution
    • DS10.3 Problem Closure
    • DS10.4 Integration of Change, Configuration and Problem Management
  • DS11 Manage Data
    • DS11.1 Business Requirements for Data Management
    • DS11.2 Storage and Retention Arrangements
    • DS11.3 Media Library Management System
    • DS11.4 Disposal
    • DS11.5 Backup and Restoration
    • DS11.6 Security Requirements for Data Management
  • DS12 Manage the Physical Environment
    • DS12.1 Site Selection and Layout
    • DS12.2 Physical Security Measures
    • DS12.3 Physical Access
    • DS12.4 Protection Against Environmental Factors
    • DS12.5 Physical Facilities Management
  • DS13 Manage Operations
    • DS13.1 Operations Procedures and Instructions
    • DS13.2 Job Scheduling
    • DS13.3 IT Infrastructure Monitoring
    • DS13.4 Sensitive Documents and Output Devices
    • DS13.5 Preventive Maintenance for Hardware
Unless otherwise stated, the content of this page is licensed under Creative Commons Attribution-ShareAlike 3.0 License