DSS01: Managed Operations

Definition
1. DSS
  1. addresses the operational delivery and support of I&T services, including security.
  2. Deliver, Service Support
2. Managed Operations
  1. Coordinate and execute operational procedures.
    1. Include the execution of predefined standard operating procedures and the required monitoring activities.
  2. Purpose
    1. Deliver I&T operational product and service outcomes as planned.
Goals
1. IT Goals
  1. Manage IT Business Related Risk
  2. Alignment of Service Delivery with Requirements
  3. Optimization of IT Assets and Capabilities
2. Process Goals
  1. Operational Activities Performed as Required
  2. Operations are Monitored, Measured, and Reported
Practices
1. Manage outsourced IT services
  1. Components
    1. Input
      1. OLAs (APO09)
      2. SLAs (APO09)
      3. Operations and Use Plan (BAI05)
    2. Output
      1. Independent Assurance Plan (MEA02)
  2. Activities
    1. Ensure the enterprise operational requirements are met
    2. Ensure the information security requirements are met
    3. Integrate critical internal and outsourced IT processes
      1. change management
      2. performance management
      3. security management
    4. Perform independent audit of the outsourced operational environment
  3. Actors
    1. A: CIO
    2. R: Head IT Operations
2. Monitor I&T infrastructure.
  1. Actor
    1. A: Head IT Operation
  2. Components
    1. Input
      1. Service Definitions (BAI03)
    2. Output
      1. Asset Monitoring Rules and Event Conditions (DSS02)
      2. Event Logs (Internal)
      3. Incident Tickets (DSS02)
  3. Activities
    1. Log the relevant events
    2. Maintain a list of infrastructure assets to be monitored
    3. Define rules to identify thresholds and event conditions
    4. Produce event logs and retain records
    5. Establish event log monitoring procedures
    6. Create incident tickets on time
3. Manage the environment.
  1. Actors
    1. R: Head IT Operations & Information Security Manager
    2. A: CISO
  2. Components
    1. Output
      1. Environmental Policies (APO01)
      2. Insurance Policy Reports (MEA03)
  3. Activities
    1. Identify disaster events that could occur and assess their impact
    2. Ensure the IT sites are built to minimize environmental risks
    3. Identify how IT equipment are protected against environmental threats
    4. Monitor sensors and maintain detective devices
    5. Respond to environmental alarms
    6. Compare contingency plans against insurance requirements
    7. Keep IT facilities safe and clean
4. Manage facilities.
  1. Actors
    1. R: Head IT Operations & Information Security Manager
    2. A: CISO
  2. Components
    1. Output
      1. Facilities Assessment Reports (MEA01)
      2. Health and Safety Awareness (Internal)
  3. Activities
    1. Protect IT facilities from power fluctuations
    2. Test the backup power supplies
    3. Ensure that redundant utilities are present and maintained
    4. Ensure that the external cabling is protected
    5. Ensure that the cabling is organized
    6. Ensure that personnel are educated
    7. Record, monitor, and resolve facilities incidents
    8. Analyze physical changes to IT sites
5. Perform operational procedures
  1. Components
    1. Input
      1. Operations and Use Plan (BAI05)
    2. Output
      1. Operational Schedule (Internal)
      2. Backup Log (Internal)
  2. Activities
    1. Develop and maintain the operational procedures
    2. Maintain a schedule of operational activites
    3. Manage the activities performance
    4. Deliver services according to requirements
    5. Ensure that the security standards are met when dealing with data
    6. Schedule and log backups
  3. Actor(s)
    1. A: Head of IT Operations

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DSS01: Managed Operations

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