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AI4.4 - Knowledge Transfer to Operations and Support Staff

This topic is intended to enable collaboration and sharing of information to facilitate a better understanding and approach to implementing this COBIT control objective based on the risk, value and guidance provided by its corresponding control practices.

COBIT Control Objective AI4.4 - Knowledge Transfer to Operations and Support Staff is contained within Process Popup Enable Operation and Use.

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Knowledge Transfer to Operations and Support Staff

Transfer knowledge and skills to enable operations and technical support staff to effectively and efficiently deliver, support and maintain the system and associated infrastructure.

View value and Risk Drivers  help

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Value Drivers

  • Knowledge transfer to stakeholders
  • Efficient and effective training
  • Optimised operation and system support
  • Formally defined approaches for all stages of application development
  Risk Drivers
  • Insufficient documentation
  • Increased reliance on key staff members
  • Problems in daily operations
  • Training failing to meet operations or support requirements
  • Help desk overload

View Control Practices  help

Hide Control Practices  help

  1. Create informative and understandable system maintenance and support documentation that is written in plain language and is easily accessible (e.g., service desk scenarios and electronic documentation).
  2. Involve operations and support staff in the creation of maintenance and support documentation, and integrate any procedures with existing operational procedures.
  3. Provide training to operations support staff on how to support the new system effectively. Include the business purpose of the system and service levels required.
  4. Assess operations documentation (such as procedure manuals, online help, FAQs and help desk support material) for content and quality as part of user acceptance testing of the system.
  5. Collect regular feedback from operations and support staff on the adequacy of the operations documentation, procedures and related training.

Discussions: 1 total

Must be a Topic member to contribute
Hi! I'm looking for documentation related to AI4 process design, someone has documentation that can share?
Karla815 | 4/4/2013 11:23:49 AM | COMMENTS(1)

Documents & Publications: 34 total

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Posted by ISACA 620 days ago
Posted by ISACA 949 days ago
ICQs and Audit Programs
Posted by ISACA 1399 days ago
ICQs and Audit Programs
Posted by ISACA 1530 days ago

Events & Online Learning: 3 total

16 Mar 2015
ISACA International Event
Orlando, FL, USA
1 Aug 2016
ISACA International Event
Chicago, IL, USA
4 Dec 2018
ISACA International Event
San Diego, CA, USA

Journal Articles: 75 total

Volume 3, 2107
by Jayakumar Sundaram, CISA, ISO 27001 LA
The SoA is a continuously updated and controlled document that provides an overview of information security implementation.
Volume 3, 2018
by Ofir Eitan, CISM, CCSK, CTI
One of the major challenges chief information security officers (CISOs) face in almost any organization is prioritizing information security interests with regard to IT interests.
Volume 2, 2018
by Robert E. Davis, DBA, CISA, CICA
Innovation is the process of transforming an idea or concept into a functional and marketable value proposition reflecting creative opportunity.
Volume 2, 2018
Until a few years ago, many organizations did not adopt new technologies unless they were proven, stabilized and in use.
Volume 1, 2018
by Paolo Gasperi, CISM, CSIRT Transits First-I, ISO 27001, Luigi Sbriz, CISM, CRISC, ISO 27001, ITILv3 and Marco Tomazzoni, CSIRT Transits First-I
This article describes a solution for how to identify in the enormous breadth of the unstructured world of big data just that information of potential enterprise interest.
Volume 1, 2018
by Adeniyi Akanni, Ph. D., CISA, CRISC, ITIL
This article describes a six-stage cycle of implementing big data in commercial banks, points out the major challenges in implementation and provides a suggested solution.

Wikis: 2 total

Blog Posts: 18 total

5 Jun 2018
Recently, I witnessed an interesting webcast by Scopism, an UK-based consulting and training company. They announced the publication of the SIAM(c) Foundation Body of Knowledge, available for free through their website Service Integration...
Posted By : Peter873 | 2 comments
Mi primer acercamiento real al Framework (o Marco de Referencia) de ISACA COBIT 5, fue a mediados del año pasado (2016) cuando decidí tomar un curso de examinación para la certificación de COBIT® 5 Foundation (Fundamentos de COBIT 5). La jerga técnica me ...
Posted By : MNUNEZA | 0 comments
Information Security and Privacy is hot issue at present time. Number of security breaches is rapidly increasing.  In case of late detection, costs of breaches are skyrocketing. In the same time Artificial Intelligence (AI), Machine Learning (ML) are fast...
Posted By : Dragan Pleskonjic | 0 comments
The real success story is adoption of technology, and adoption is possible if the team which is implementing the Tech solution have vision and purpose of that solution to be adoptable by larger users / stake holders. We always do not get green field proje...
Posted By : Gopal207 | 0 comments
“Enterprise architecture is now a strategic componentof every forward-thinking organization around the world.”Source: Related Article: Common Perspective on Enterprise Architecture: http://feapo....
Posted By : SA | 1 comments
Let us have positive inspirational slogans for every situation. Last week I started the project meeting like this: I don't know you are all so good at tuning the website. The performance is now is wonderful. I could witness reduction of stress, anxiety an...
Posted By : Jayakumar Sundaram | 1 comments