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DS13.1 - Operations Procedures and Instructions

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 DS13.1 - Operations Procedures and Instructions is contained within Process Popup Manage Operations.

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Operations Procedures and Instructions

Define, implement and maintain procedures for IT operations, ensuring that the operations staff members are familiar with all operations tasks relevant to them. Operational procedures should cover shift handover (formal handover of activity, status updates, operational problems, escalation procedures and reports on current responsibilities) to support agreed-upon service levels and ensure continuous operations.

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Value Drivers

  • Demonstration that IT operations are meeting SLAs
  • Promotion of continuity of operational support by documenting staff experience and retaining it in a knowledge base
  • Structured, standardised and clearly documented IT operations procedures and support staff instructions
  • Reduced time to transfer knowledge between skilled operation support staff and new recruits
  Risk Drivers
  • Errors and rework due to misunderstanding of procedures
  • Inefficiencies due to unclear and/or non-standard procedures
  • Inability to quickly deal with operational problems, new staff and operational changes

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  1. Develop, implement and maintain standard IT operational procedures covering the definition of roles and responsibilities, including those of external service providers.
  2. Train support personnel in operational procedures and related tasks for which they are responsible.
  3. Define procedures and responsibilities for formal handover of duties (e.g., for shift change, planned or unplanned absence).
  4. Define procedures for exception handling in line with the incident management and change management procedures and to address security aspects.
  5. Ensure that segregation of duties is in line with the associated risk, security and audit requirements.

 

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Events & Online Learning: 11 total

7 May 2012
ISACA International Event
Orlando, Florida, USA
Get the knowledge you need to stay one step ahead of the competition and keep up with changing professional trends at ISACA’s North America CACS Conference.
15 May 2012
ISACA International Event
Washington, DC, USA
12 Jun 2012
ISACA International Event
Dallas, Texas, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
7 Aug 2012
ISACA International Event
Chicago, Illinois, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
10 Sep 2012
ISACA International Event
Munich, Germany
EuroCACS/ISRM is a multidimensional event featuring audit, security, governance and risk content, and the audit and security programs, tools and the resources you need to be responsive to industry changes.

Journal Articles: 412 total

Volume 3, 2012
by Kai-Uwe Ruhse, CISA, PCI QSA, and Maria Baturova
This article describes real cloud computing project case studies, which show that moving to the cloud is an important strategic decision for IT managers.
Volume 3, 2012
by Steven J. Ross, CISA, CISSP, MBCP
To accelerate investments in security, we security professionals must do a better job of communicating the reality of the threats that our organizations face.
Volume 3, 2012
by Steve Markey
Once thought of as a technology solely for academia, non-RDBMS are now reaching critical mass in industry.
Volume 3, 2012
by Brian Vazzana, CISA, CITP, CPA
SOC reports examine the controls present at the service organizations and consider how those controls are designed and operate.
Volume 2, 2012
by Steven J. Ross, CISA, CISSP, MBCP
The Conference Board study addresses the resilience of companies “to bounce back from a disruption” caused by security events, which are defined rather loosely as environmental disasters, terrorism and cyberattacks.
Volume 2, 2012
by Kerry A. Anderson, CISA, CISM, CRISC, CGEIT, CISSP, ISSMP, ISSAP, CSSLP, CFE
The closer alignment between RIM and information security may provide an approach to managing increasing data protection concerns and tough privacy regulations rather than maintaining the separation between these critical compliance functions.

Wikis: 2 total

Blog Posts: 94 total

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