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Download Free ITIL/ITSM (Information Technology and Infrastructure Library) and Information Technology Service Managemet Study Guide Handout

SERVICE SUPPORT PROCESSES
The five service support processes focus on support of the IT services provided to the business, customer and user, as defined by service delivery. Operational in nature, the primary goal is to achieve quality in IT services.

INCIDENT MANAGEMENT
Restores normal service operation as quickly as possible and minimizes the adverse impact on business operations.

Download Free Inventory Testing Control Matrix and SOD Templates. This templates covers:
Major process in the Inventory cycles:
- Sales Plan Approval
- Create Purchase Requisition
- Create Purchase Order
- Physical Check
- Release Purchase Requisition
- Release Purchase Order

Download Free Taxation Risk Control Matrix Templates

This templates cover the major process and the related department in the Risk Control Matrix
Major Process
- Bank Disbursement - Prepaid Income
- Bank Disbursement - Taxes Payable - Income Tax
- Bank Disbursement - Taxes Payable - Income Tax Article 25
- Bank Disbursement - VAT In,Taxes Payable - VAT Out, VAT Self Assessed

Download Free IT Project Risk Management Checklist Template:

Schedule creation
- Schedule, resources, and product definition have all been dictated by the customer or upper management and are not in balance.
- Schedule is optimistic, ‘best case’, rather than realistic, ‘expected case’.
- Schedule omits necessary tasks.
- Schedule was based on the use of specific team members, but those team members were not available.
- Cannot build a product of the size specified in the time allocated.
- Product is larger than estimated (in lines of code, function points, or percentage of previous project’s size).
- Effort is greater than estimated (per line of code, function point, module, etc.).
- Re-estimation in response to schedule slips is overly optimistic or ignores project history.
- Excessive schedule pressure reduces productivity.
- Target date is moved up with no corresponding adjustment to the product scope or available resources.
- A delay in one task causes cascading delays in dependent tasks.
- Unfamiliar areas of the product take more time than expected to design and implement.

Download Free Payment Card Industry Data Security Standard Incident Response Template for Mastercard, VISA and American Express.

MasterCard Specific Steps:
- Within 24 hours of an account compromise event, notify the MasterCard Compromised Account Team via phone at 1-636-722-4100.

- Provide a detailed written statement of fact about the account compromise (including the contributing circumstances) via secured e-mail, to compromised_account_team@mastercard.com.

- Provide the MasterCard Merchant Fraud Control Department with the complete list of all known compromised account numbers.