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DS1.5 - Monitoring and Reporting of Service Level Achievements

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 DS1.5 - Monitoring and Reporting of Service Level Achievements is contained within Process Popup Define and Manage Service Levels.

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Monitoring and Reporting of Service Level Achievements

Continuously monitor specified service level performance criteria. Reports on achievement of service levels should be provided in a format that is meaningful to the stakeholders. The monitoring statistics should be analysed and acted upon to identify negative and positive trends for individual services as well as for services overall.

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Value Drivers

  • Users able to monitor service level performance based on reliable information
  • The values of IT services communicated within the enterprise
  • Consistent communication between relevant parties
  Risk Drivers
  • Lack of defined measures important to the organisation
  • Unidentified underlying service problems and issues
  • Disatisfied users due to lack of information, irrespective of quality of service

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  1. Define a process to continuously monitor all agreed-upon service levels.
  2. Provide regular and formal reporting of SLA performance, including deviations from the agreed-upon values, and distribute this report to different levels in the organisation.
  3. Perform regular reviews to forecast and identify trends in service level performance.

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by Andrew Clark
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Volume 6, 2017
by Robert Putrus, CISM, CFE, CMC, PE, PMP
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