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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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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.

 

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Documents & Publications: 61 total

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Books
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ICQs and Audit Programs
Posted by ISACA 26 days ago
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Few businesses could function effectively without their IT systems. At the same time, they depend on IT for more than their day-to-day operations.
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International Financial Reporting Standards have been mandatory in the EU since 2005 and are rapidly being adopted by countries throughout the world.
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Books
Posted by ISACA 75 days ago

Events & Online Learning: 6 total

12 Jun 2012
ISACA International Event
Dallas, Texas, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
7 Aug 2012
ISACA International Event
Chicago, Illinois, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
11 Sep 2012
ISACA International Event
San Francisco, California, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
2 Oct 2012
ISACA International Event
Orlando, Florida, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
6 Nov 2012
ISACA International Event
New York, New York, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
11 Dec 2012
ISACA International Event
Las Vegas, Nevada, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.

Journal Articles: 60 total

Volume 3, 2012
by Aarni Heiskanen, LJK
A program or project portfolio explains how an organization is implementing its strategy with projects.
Volume 5, 2011
by Gan Subramaniam, CISA, CISM, CCNA, CCSA, CIA, CISSP, ISO 27001 LA, SSCP
How do you define ‘limited personal use’ of systems, applications and other resources? How do you determine that someone has exceeded the permitted limit? Can any metrics be used to determine whether someone exceeds acceptable limits?
Volume 4, 2011
by Charu Pelnekar, CISA, CISM, ACA, AICWA, BCOM, CISSP, CPA, MCSE, QSA
The goal of this article is to provide guidance on the planning and decision-making processes associated with ISO 27001 implementation.
Volume 4, 2011
by Gan Subramaniam, CISA, CISM, CCNA, CCSA, CIA, CISSP, ISO 27001 LA, SSCP
Let us try to develop a checklist to audit the IT systems integration project.
Volume 4, 2010
by Thomas J. Bell III, Ph.D., CISA
This article will explore how a SAS 70 audit is improved by understanding and applying PM tools and techniques. The basic tenets of PM principles will be examined and synthesized with the SAS 70 auditing process.
Volume 2, 2010
by Chris Fry and Martin Nystrom | Reviewed by Tansu Gumus, CISA, CCNA

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Blog Posts: 3 total

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17 Aug 2011
Posted By : masarker | 0 comments
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
Se potencia la relación mutua y se acuerda la promoción del Sector TIC de la Comunidad Valenciana. La semana  pasada se llevó a cabo la firma de un convenio de colaboración entre los capítulos valencianos de las asociaciones más importantes a nivel mundia...
Posted By : JavierPeris.Org | 0 comments