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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.

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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.

View value and Risk Drivers  help

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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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Volume 3, 2018
by Sunil Bakshi, CISA, CRISC, CISM, CGEIT, ABCI, AMIIB, BS 25999 LI, CEH, CISSP, ISO 27001 LA, MCA, PMP
My organization has initiated a project to use blockchain technology. We have been hearing about this technology becoming the backbone of digital currency, but we have also heard that there are many issues related to digital currency.
Volume 3, 2018
by Ofir Eitan, CISM, CCSK, CTI
One of the major challenges chief information security officers (CISOs) face in almost any organization is prioritizing information security interests with regard to IT interests.
Volume 3, 2018
by Alex Quiles, CISA
The use of Windows accounts to authorize users to applications introduces risk that an auditor should evaluate.
Volume 3, 2018
by Kevin Alvero, CFE, Randy Pierson, CISA, and Wade Cassels, CISA, CIA, CFE, CRMA
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