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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.

View value and Risk Drivers  help

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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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Events & Online Learning: 5 total

11 Mar 2013
16 Sep 2013
ISACA International Event
London, England
Stay on top of the trends and opportunities of the dynamic technology industry at EuroCACS/ISRM 2013 in Berlin—the leading European conference for IT audit, assurance, security and risk professionals. Save over US $200 when you register by 22 July!
30 Sep 2013
ISACA International Event
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!
14 Oct 2013
ISACA International Event
Boston, MA, USA
6 Nov 2013
ISACA International Event
Las Vegas, NV, USA
North America ISRM is a multidimensional event featuring security and risk content, and the security programs, tools and the resources you need to be responsive to industry changes.

Journal Articles: 230 total

Volume 3, 2013
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 3, 2013
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
Volume 2, 2013
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
by Nikesh Dubey, CISA, CISM, CRISC
Almost all information security and assurance programs speak about management’s commitment as the most important driver for the success of any information security program in an organization.
Volume 2, 2013
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
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.

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