The enterprise defines schemes and models for classifying service requests and incidents: schemes and criteria for classifying and prioritising incidents and requests, and criteria for registering problems, keep handling consistent and users informed; incident models for known errors make resolution efficient; request models for each request type support self-help and an efficient standard service; escalation rules and procedures address major incidents and, in particular, security incidents; and the knowledge sources on incidents and requests are identified, together with how they should be used.
This control maps to 2 controls across 1 other frameworks. If you already hold one of them, the evidence you collected for it is the starting point here rather than new work.
Every mapping shown was judged rather than inferred from wording similarity, and the ones that failed review are published too. See the coverage reports and what was rejected.
The graph holds this control, the 2 it maps to, and the evidence behind each claim, over MCP and REST.