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PO8.4 - Customer Focus

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 PO8.4 - Customer Focus is contained within Process Popup Manage Quality.

Learn more about COBIT and related publications.

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Customer Focus

Focus quality management on customers by determining their requirements and aligning them to the IT standards and practices. Define roles and responsibilities concerning conflict resolution between the user/customer and the IT organisation.

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Value Drivers

  • Improved customer satisfaction
  • Quality management aligned with customer expectations
  • Clarity of roles and responsibilities
  Risk Drivers
  • Gaps between expectations and delivery
  • Failure to adequately understand customer expectations
  • Failure to adequately respond to customer disputes and feedback
  • Inappropriate or ineffective customer dispute resolution processes
  • Inappropriate priority given to different services provided
  • Disputes with deliverables and quality defects

View Control Practices  help

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  1. Identify the customers for each IT operational service and new solution, and determine their quality acceptance criteria. Capture quality acceptance criteria for inclusion in SLAs.
  2. Periodically obtain customer views on the IT standards and practices to ensure that they meet customer expectations.
  3. Regularly monitor and review the QMS against agreed-upon acceptance criteria. Include feedback from customers, users and management. Respond to discrepancies in review results to continuously improve the QMS.
  4. Include customer care skills, responsibilities and dispute resolution in staff training programmes

 

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Events & Online Learning: 9 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.
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.
11 Sep 2012
ISACA International Event
San Francisco, California, 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.

Journal Articles: 184 total

Volume 3, 2012
by Robert Findlay, CISA
Robert Findlay has had a 30-year career in a variety of IT roles, including computer operations, programming, project management, IT audit and emergency project management.
Volume 3, 2012
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Haruspex is a risk evaluation methodology defined and implemented by the research group on risk management in the Department of Computer Science at the University of Pisa, Italy.
Volume 2, 2012
by John P. Pironti, CISA, CISM, CGEIT, CRISC, CISSP, ISSAP, ISSMP
Risk and security will no longer be something that the organization consciously considers and instead will become integrated in business-as-usual activities.
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.
Volume 2, 2012
by Gan Subramaniam, CISA, CISM, CCNA, CCSA, CIA, CISSP, ISO 27001 LA, SSCP
What should be the recovery strategy that I must impose on the vendor to ensure an effective recovery of the services, if a crisis were to ever occur?
Volume 2, 2012
by Charles Gold
While open-source technology offers significant benefits, using open-source components carries technical and business risks that cannot be ignored.

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