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DS1.3 - Service Level Agreements

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 DS1.3 - Service Level Agreements is contained within Process Popup Define and Manage Service Levels.

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Service Level Agreements

Define and agree to SLAs for all critical IT services based on customer requirements and IT capabilities. This should cover customer commitments; service support requirements; quantitative and qualitative metrics for measuring the service signed off on by the stakeholders; funding and commercial arrangements, if applicable; and roles and responsibilities, including oversight of the SLA. Consider items such as availability, reliability, performance, capacity for growth, levels of support, continuity planning, security and demand constraints.

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Value Drivers

  • Service responsibilities and IT objectives aligned with business objectives
  • Service quality enhanced due to proper understanding and alignment of service delivery
  • Service efficiency increased and costs reduced due to efficient deployment of IT services based on real needs and priorities
  Risk Drivers
  • Failure to meet customer service requirements
  • Inefficient and ineffective use of service delivery resources
  • Failure to identify and respond to critical service incidents

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  1. Ensure that the stakeholders from IT and the business negotiate, agree to and approve service requirements, and document and communicate their SLA as appropriate. The format and contents include exclusions, commercial arrangements and OLAs.
  2. Confirm that the SLA management process promotes, promulgates, measures (qualitative and quantitative) and monitors the SLA objectives.
  3. Perform periodic reviews of the SLA objectives, effectiveness and efficiency, and report to the SLA stakeholders.
  4. Improve or adjust SLAs based on performance feedback and changes to customer and business requirements.

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16 Mar 2015
ISACA International Event
Orlando, FL, USA
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