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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.

Learn more about COBIT and related publications.

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 Recent Discussions
Design AI4 procedure. Posted by Karla815.
RE: Design AI4 procedure. Posted by Tammie111.

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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

Hide value and Risk Drivers help


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
Design AI4 procedure
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: 70 total

Events & Online Learning: 2 total

30 Sep 2013
ISACA International Event
Conferencia Latinoamericana
Medellín, Colombia
La Conferencia Latinoamericana CACS/ISRM 2013 en Medellín, Colombia es la conferencia principal latinoamericana para los profesionales de auditoría, riesgo y seguridad de la información. Ahorre más de EE.UU. $ 100 si se inscribe antes del 7 de agosto!
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14 Oct 2013
ISACA International Event
Training Week Boston
Boston, MA, USA
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Journal Articles: 68 total

View All »
Volume 3, 2013
IT Security Responsibilities Change When Moving to the Cloud
by Larry G. Wlosinski, CISA, CISM, CRISC, CAP, CDP, CISSP, ITIL
How will an organization’s information security staff be affected if the organization’s computer systems are moved to a cloud environment?
Volume 2, 2013
ISO/IEC 27001:2005 Implementation and Certification—Doing It Again and Again
by Nurudeen Odeshina, CISA, CISM, CRISC, ISO 27001 LI, ITSM
As is often said, “information security is not a destination, it is a journey,” and for the organization it means continuous improvement.
Volume 2, 2013
Is the TJ Hooper Case Relevant for Today’s Information Security Environment?
by Darlene Tester
Not performing a full risk assessment before determining what security controls should be implemented is equivalent to not “looking before you leap.”
Volume 2, 2013
JOnline: Improving Governance Models
by Rajesh Bhatia, CISA, CGEIT, PMP, MDP
This article discusses the benefits of using the framework of the five IT governance focus areas.
Volume 1, 2013
IT Governance Implementation—Formulating and Presenting Practical Business Cases
by Rajesh Bhatia, CISA, CGEIT, PMP, MDP
IT governance implementation and institutionalization in enterprise business units is dependent on buy-in from the business-unit executives.
Volume 1, 2013
Building and Maintaining Effective Mechanisms for Implementing IT Governance
by Ingrid Robinson, CPA, CIA, and Margaret Jodha, CPA, CGA
Today’s IT business environment requires regulatory compliance, cost control, availability, risk management, business alignment, timely project delivery, change and continuous innovation to deliver stakeholder value.
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User Contributed External Links: 0 total

Wikis: 2 total

Blog Posts: 7 total

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22 Apr 2013
Payments to invalid recepients resulting in fraud
A recent publication in a local newspaper, indicated that an employee was charged with fraud with regards to claims of insurance payments that were lodged with the company were paid out to people who were not entitled to receive such payments. What po...
Posted By : Paulina.PNI | 1 comments
18 Mar 2013
VENEZUELA, Cursos de Preparación Examenes CISA, CISM, CRISC, COBIT
Grupos de Estudio para Acreditaciones de JUNIO, SEPTIEMBRE Y DICIEMBRE 2013. Para los que esten interesados en la presentación del exámen de certificación CISA y CISM  o para cualquiera que desee comenzar a prepararse para estas o las próximas pruebas, pu...
Posted By : Alexander Osorio | 0 comments
13 Mar 2013
Remote Power management of machines in corporate network
DISCLAIMER :- Below information is just for knowledge sharing purpose and reference. Personally or on behalf of any organization; I do not recommend any specific / particular tool listed below. These are the ones which I have come across. there may be t...
Posted By : prathameshkarekar | 0 comments
21 Oct 2012
Resource Sufficiency: A Hidden Risk in Plain Sight
In our current challenging financial times, businesses globally are trying to get by doing more with less.  In the past few years since the onslaught of the recession in 2007, companies have slashed positions that were thought to not be essential to survi...
Posted By : Robert992 | 1 comments
17 Aug 2011
IT Security
Posted By : masarker | 0 comments
17 Jun 2011
Discover Unstructured processes
These are five possible ways to discover Unstructured Processes. Regulatory and Compliance processes - People-intensive processes that are kicked off as a result of an external regulatory body and these processes tend to be ad-hoc & on-going change, but...
Posted By : Varun | 1 comments
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