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DS1.6 - Review of Service Level Agreements and Contracts

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 DS1.6 - Review of Service Level Agreements and Contracts is contained within Process Popup Define and Manage Service Levels.

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Review of Service Level Agreements and Contracts

Regularly review SLAs and underpinning contracts (UCs) with internal and external service providers to ensure that they are effective and up to date and that changes in requirements have been taken into account.

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Value Drivers

  • Delivered IT services aligned with changing business needs
  • Weaknesses in existing service
  Risk Drivers
  • Commercial and legal requirements not met due to out-of-date contracts
  • Services not meeting changed requirements
  • Financial losses and incidents due to misaligned servicesagreements identified and corrected

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  1. Put in place a process, outlined within the service level framework, to assess and report service level performance and ensure that the agreements and UCs are effective,efficient and up to date.
  2. Conduct reviews of SLAs and UCs on a regular basis with all impacted parties to ensure that they remain effective and are in alignment with business objectives.

 

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