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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.

Discussions: 1 total

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Hie Has anyone formulated Operating procedures for ICT, Please share your views in terms of content to include in the procedure and whether it has to be one procedure or many different separate procedures?
Helly263 | 5/10/2016 3:48:25 AM | COMMENTS(0)

Documents & Publications: 127 total

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Events & Online Learning: 25 total

16 Mar 2015
ISACA International Event
Orlando, FL, USA
15 Jun 2015
ISACA International Event
Ciudad de México, Mexico
21 Sep 2015
ISACA International Event
Miami, FL, USA
21 Sep 2015
ISACA International Event
06010 Mexico City, Panama
La Conferencia Latinoamericana CACS/ISRM

Journal Articles: 247 total

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by Mathew Nicho, Ph.D., CEH, CIS, ITIL Foundation, RWSP, SAP, Shafaq Khan, Ph.D., CIS, PMBOK, PMP, SAP, and Ram Mohan, CRISC, CISM, CGEIT, ISO 27001, ITIL Foundation
A key issue often cited by information systems (IS) executives in the last three decades is aligning IT with business, which assists in realizing value from IT investments.
Volume 4, 2017
by Joshua J. Filzen, Ph.D., CPA and Mark G. Simkin, Ph.D.
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Volume 4, 2017
by Steven De Haes, Ph.D., Anant Joshi, Ph.D., Tim Huygh and Salvi Jansen
IT governance, also referred to as governance of enterprise IT (GEIT) or corporate governance of IT, is a subset of corporate governance that is concerned with enterprise IT assets.
Volume 4, 2017
by Mathew Nicho, Ph.D., CEH, CIS, ITIL Foundation, RWSP, SAP, Shafaq Khan, Ph.D., CIS, PMBOK, PMP, SAP and Ram Mohan, CRISC, CISM, CGEIT, ISO 27001
The Emirates National Oil Company embarked on an initiative to realize value out of IT assets through Information Technology Infrastructure Library (ITIL) process implementation.

Wikis: 2 total

Blog Posts: 133 total

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