COBIT: DSS01 - Service Management Policy Template

by Abhilash Kempwad


The COBIT DSS01 - Service Management Policy Template is a crucial document for organizations aiming to establish a robust and effective service management policy framework. As organizations continue to navigate the complexities of the digital landscape, having a comprehensive service management policy is essential for ensuring the delivery of high-quality services to customers.

COBIT DSS01 - Service Management Policy Template

Importance Of A Service Management Policy

A service management policy outlines the organization's approach to delivering IT services, including service design, transition, operation, and improvement. It establishes guidelines for service delivery, performance measurement, customer satisfaction, and continuous improvement.

In the context of DSS01, a strong service management policy is crucial for several reasons. First and foremost, it ensures alignment between IT services and business goals. By clearly defining service levels, performance expectations, and customer requirements, the policy helps organizations deliver services that add value and support business processes.

Additionally, a service management policy helps manage risks and ensure compliance with regulatory requirements. It establishes procedures for handling security incidents, monitoring service performance, and maintaining the integrity of IT systems. By proactively addressing potential risks and vulnerabilities, organizations can prevent service disruptions and protect sensitive data.

Components Of A Service Management Policy In COBIT DSS01

the components of a Service Management Policy in DSS01:

1. Scope And Objectives: The policy should clearly define the scope of services covered and the objectives that the organization aims to achieve through effective service management.

2. Roles And Responsibilities: Clearly outline the roles and responsibilities of key stakeholders involved in the delivery and support of IT services. This includes defining the responsibilities of the service provider, service owner, and users.

3. Service Level Agreements (SLAs): Define the expectations and commitments between the service provider and the users in terms of service quality, availability, and performance. SLAs should be realistic, measurable, and aligned with business objectives.

4. Service Catalogue: A comprehensive list of IT services offered by the organization, including details such as service descriptions, service levels, pricing, and dependencies.

5. Incident Management: Define the process for reporting, tracking, and resolving incidents related to IT services. Incident management includes procedures for incident identification, prioritization, escalation, and resolution.

6. Problem Management: Establish a process for identifying and addressing the root causes of recurring incidents and problems to prevent future disruptions to IT services.

7. Change Management: Define how changes to IT services, systems, and infrastructure are assessed, approved, implemented, and monitored to minimize risk and ensure service continuity.

8. Continuity And Availability Management: Establish plans and procedures to ensure the availability of IT services in the event of disruptions or disasters. This includes strategies for backup, recovery, and continuity planning.

9. Security Management: Define the measures and controls in place to protect IT services, systems, and data from unauthorized access, breaches, and threats.

10. Training And Awareness: Ensure that all stakeholders have the necessary skills, knowledge, and awareness to effectively support, deliver, and use IT services in alignment with the Service Management Policy.

IT Governance Framework

Developing A Service Management Policy With COBIT DSS01

Here are some key points to consider when developing a service management policy with COBIT DSS01:

1. Understand The Business Objectives: Before diving into the development of a service management policy, it is crucial to understand the overall business objectives of the organization. This will help in aligning the service management policy with the strategic goals of the business.

2. Define Service Management Goals: Once the business objectives are clear, the next step is to define the specific goals of the service management policy. These goals should be specific, measurable, achievable, relevant, and time-bound (SMART).

3. Identify Service Requirements: It is essential to identify the specific services that will be covered under the service management policy. This includes defining the scope of services, service levels, and service delivery mechanisms.

4. Establish Service Management Controls: COBIT DSS01 provides a set of controls that can help in establishing effective service management practices. These controls include defining roles and responsibilities, establishing service level agreements, implementing service monitoring mechanisms, and ensuring compliance with regulatory requirements.

5. Monitor And Review: Developing a service management policy is not a one-time activity. It is essential to continuously monitor and review the policy to ensure its effectiveness and relevance. Regular audits and assessments can help identify areas for improvement.

6. Continuous Improvement: Continuous improvement is a vital principle of the COBIT framework. Organizations should continuously strive to enhance their service management policy based on feedback, lessons learned, and changing business requirements.

COBIT DSS01 - Service Management Policy Template

Implementing And Monitoring Your Service Management Policy

To effectively implement and monitor the Service Management Policy, organizations need to follow a structured approach. This involves:

1. Defining The Service Management Policy: Organizations need to establish a clear and concise Service Management Policy that outlines the objectives, scope, roles, responsibilities, and expectations for managing IT services. The policy should be approved by top management and communicated to all relevant stakeholders.

2. Implementing Controls: Organizations need to implement controls to ensure that the Service Management Policy is followed consistently. This may involve establishing processes, procedures, and guidelines for managing IT services, as well as implementing monitoring mechanisms to track performance and compliance.

3. Monitoring And Measuring Performance: Organizations need to continuously monitor and measure the performance of IT services against the Service Management Policy. This may involve conducting regular reviews, audits, and assessments to identify gaps, weaknesses, and opportunities for improvement.

4. Taking Corrective Actions: Organizations must take corrective actions to address any issues or non-compliance with the Service Management Policy. This may involve implementing remediation plans, conducting training and awareness programs, and updating the policy.


In conclusion, having a well-defined service management policy is crucial for ensuring effective IT governance and achieving business objectives. The COBIT DSS01 - Service Management Policy Template can serve as a valuable resource in developing a comprehensive policy that aligns with industry best practices. Organizations can use this template to enhance their service management practices and drive continuous improvement in IT service delivery.

IT Governance Framework