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DS1.1 - Service Level Management Framework

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 DS1.1 - Service Level Management Framework is contained within Process Popup Define and Manage Service Levels.

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Service Level Management Framework

Define a framework that provides a formalised service level management process between the customer and service provider. The framework should maintain continuous alignment with business requirements and priorities and facilitate common understanding between the customer and provider(s). The framework should include processes for creating service requirements, service definitions, SLAs, OLAs and funding sources. These attributes should be organised in a service catalogue. The framework should define the organisational structure for service level management, covering the roles, tasks and responsibilities of internal and external service providers and customers.

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Value Drivers

  • Clarified IT service responsibilities and IT objectives aligned with business objectives
  • Improved communication and understanding between business customers and IT service providers
  • Consistency promoted in service levels, service definitions, and service delivery and support
  Risk Drivers
  • Gaps between expectations and capabilities, leading to disputes
  • Customers and providers not understanding their responsibilities
  • Inappropriate priority given to different services provided
  • Inefficient and costly operational service

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  1. Define and document an SLA framework to manage the IT service life cycle. The process should involve senior management representing both the business and IT functions. The framework should identify IT objectives and specify measures of IT performance in meeting business objectives. The respective roles of the business and internal and external service providers should be clearly articulated. Complement the framework with formally defined and approved qualitative and quantitative measures that are easily understood and achievable.
  2. Create a service catalogue that incorporates service requirements, service definitions, SLAs, OLAs and funding sources.
  3. Put in place a process to continually realign SLA objectives and performance measures with business objectives and IT strategy, leveraging subject experts and comparing to accepted industry practice and benchmarks.
  4. Define and implement procedures for monitoring and reporting service level performance measures. Establish escalation and resolution methods for service level issues.
  5. Establish and implement an appropriate change management process for the framework, service catalogue, SLA objectives and performance measures.
  6. Define a service improvement programme.

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An auditor will sooner or later be faced with two kinds of conflicts: conflict of interest and interpersonal conflict.
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by Steven J. Ross, CISA, CISSP, MBCP
Managing availability in a multi-modal environment requires a great deal of attention to details, which are being defined by the multi-modal pioneers of our day.
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by ISACA Member and Certification Holder Compliance
An up-to-date listing of the current IT Audit and Assurance Standards, Guidelines, and Tools and Techniques
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by Andrew Clark
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Volume 6, 2017
by Robert Putrus, CISM, CFE, CMC, PE, PMP
This article presents a risk-based management approach to third-party data security risk and compliance through the development of a third-party risk register.

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