COBIT DSS02.06 - Close Service Requests And Incidents

by Rajeshwari Kumar


COBIT DSS02.06 is a crucial framework in the field of IT governance, specifically focusing on the process of closing service requests and incidents. This process plays a vital role in maintaining the efficiency and effectiveness of an organization's IT services. By following the guidelines outlined in COBIT DSS02.06, businesses can ensure that all service requests and incidents are resolved in a timely and thorough manner, ultimately leading to improved service delivery and customer satisfaction.

Steps To Effectively Close Service Requests And Incidents In COBIT DSS02.06

Significance Of COBIT DSS02.06 - Close Service Requests And Incidents

COBIT is DSS02.06  focuses on closing service requests and incidents. This process plays a crucial role in ensuring the smooth functioning of an organization's IT systems and services.

Closing service requests and incidents is important for several reasons. First and foremost, it helps in maintaining the overall efficiency of IT operations. By promptly closing service requests and incidents, organizations can ensure that issues are resolved in a timely manner, preventing them from escalating and impacting business operations. This, in turn, helps in minimizing downtime and maintaining high levels of productivity.

Additionally, closing service requests and incidents is essential for maintaining customer satisfaction. When IT issues are resolved quickly and effectively, customers are more likely to be satisfied with the services provided by the organization. This can help in building a positive reputation for the organization and attracting new customers.

Steps To Effectively Close Service Requests And Incidents In COBIT DSS02.06

  1. Understand the nature of the request or incident: Before taking any action, it is essential to thoroughly understand the nature of the service request or incident. This includes identifying the root cause, impact on the business, and any relevant information that can help in resolving the issue effectively.
  1. Assign a priority level: Once the nature of the request or incident is clear, it is important to assign a priority level. Prioritizing the requests or incidents based on their impact and urgency can help in allocating resources efficiently and resolving them in a timely manner.
  1. Create a plan of action: Develop a detailed plan of action outlining the steps that need to be taken to close the service request or incident. This plan should include timelines, responsibilities, and any specific requirements for resolution.
  1. Communicate with stakeholders: Keep all relevant stakeholders informed throughout the process. This includes notifying the requestor, updating the service desk team, and coordinating with any other teams or departments involved in the resolution process.
  1. Implement the solution: Once the plan of action is in place, implement the necessary steps to resolve the service request or incident. This may involve troubleshooting, performing system updates, or coordinating with external vendors to address the issue.
  1. Test the solution: Before closing the service request or incident, it is important to test the solution to ensure that the issue has been fully resolved and that the system is functioning as expected.
  1. Obtain approval: Once the solution has been tested and verified, obtain approval from the requestor or relevant stakeholders to close the service request or incident. This ensures that all parties are satisfied with the resolution and that the issue is officially closed.
  1. Document the resolution: Finally, document the resolution of the service request or incident for future reference. This documentation should include details of the issue, steps taken to resolve it, and any feedback or recommendations for improvement.

Best Practices For Documenting Incident Closures In Managed Service Requests And Incidents In COBIT DSS02.06

  • Clearly Define Closure Criteria: Before closing an incident, it is important to clearly define the criteria that need to be met for closure. This could include resolving the issue, confirming with the user that the problem has been resolved, and obtaining their feedback on the resolution.
  • Document Root Cause Analysis: It is important to conduct a root cause analysis for every incident closure to identify the underlying cause of the issue. This not only helps in preventing future incidents but also provides valuable insights for improving the overall service delivery.
  • Document Resolution Steps: Documenting the steps taken to resolve the incident is crucial for future reference. This information can be used to troubleshoot similar issues in the future and improve the incident response process.
  • Obtain User Confirmation: Before closing an incident, it is important to obtain confirmation from the user that the issue has been resolved to their satisfaction. This helps in ensuring customer satisfaction and quality of service.
  • Update Incident Records: It is essential to update the incident records with all relevant information, including closure date, resolution steps, root cause analysis, and user confirmation. This ensures that the incident closure is well-documented for future reference.
  • Review and Validate Closure: Before finalizing the closure of an incident, it is important to review all documentation and validate that all closure criteria have been met. This helps in ensuring the accuracy and completeness of the closure process.
  • Monitor and Measure Closure Performance: It is important to monitor and measure the performance of incident closures to identify any areas for improvement. This can include tracking closure times, customer satisfaction levels, and resolution rates.

Monitoring The Closing Process In COBIT DSS02.06 

  1. Defining key performance indicators (KPIs): Key performance indicators (KPIs) are essential metrics that help in measuring the performance of the closing process. These KPIs can include timeliness of closing activities, accuracy of financial reports, adherence to regulatory requirements, among others. Defining KPIs will provide a benchmark for evaluating the effectiveness of the closing process.
  1. Implementing monitoring tools: To effectively monitor the closing process, organizations can leverage monitoring tools and technologies such as automated workflows, data analytics, and reporting dashboards. These tools can help in tracking the progress of closing activities in real-time, identifying bottlenecks, and quickly addressing any issues that may arise.
  1. Conducting regular reviews: Regular reviews of the closing process are essential to ensure that it is running smoothly and efficiently. These reviews can be conducted by internal audit teams, compliance officers, or external auditors to provide an independent assessment of the closing process and identify areas for improvement.
  1. Ensuring segregation of duties: Segregation of duties is a key control mechanism that helps in preventing fraud and errors in the closing process. Monitoring the segregation of duties ensures that no single individual has complete control over the entire closing process, thereby reducing the risk of fraud.
  1. Continuous monitoring and improvement: Monitoring the closing process should be an ongoing activity that is integrated into the organization's overall monitoring and governance framework. Continuous monitoring allows organizations to identify emerging risks and opportunities for improvement, leading to a more efficient and effective closing process.


Implementing COBIT DSS02.06 to close service requests and incidents is crucial for maintaining a streamlined and efficient IT service management process. By following this guideline, organizations can ensure that all service requests and incidents are resolved in a timely manner, leading to increased productivity and customer satisfaction. It is imperative for organizations to adhere to this standard in order to achieve optimal IT service delivery.