Service delivery and support

Incident management

Logging, prioritizing, and resolving incidents affecting the service, with resolution time tracking.

Problem management

Root cause analysis of recurring incidents to prevent them from happening again.

Request management

A defined process for handling standard user requests, distinct from incidents.

What an auditor usually asks for

• Incident management process documented
• Log of problems and their root cause
• Service request catalog defined
• Resolution times monitored against the SLA

How to cover this block in Kimobox

1. 1Log each incident with its priority and resolution time in Kimobox.
2. 2Link recurring incidents to a problem record with its root cause analysis.
3. 3Manage service requests from the client or employee portal.

Where each figure comes from

References to the official text in force. If a standard is revised, this page is updated and the review date says so.

1. ISO/IEC 20000-1:2018 — Service management system requirements ISO/IEC · September 2018
2. ISO/IEC 27001:2022 — Information security ISO/IEC · 25 October 2022