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Service Level Agreements ( SLAs)Review

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  • 1.  Service Level Agreements ( SLAs)Review

    Posted 09 Oct, 2019 19:07
    Hi All,

    I am planning a  SLAs Audit and was wondering anyone could share some thoughts or guides on aspects to focus. I have searched the forum and noted  COBIT APoo9 Manage Service Agreements Audit Program.

    Our IT Services De[partment provides various support services to the business units. There is a documented service catalog but no formal SLAs signed with the business units. Some basic SLAs reporting is also in place. IT Services Department also depends on a number of external service providers for the provision of the service to the internal customers.

    Any suggestions/guides on the above would be appreciated.

    Regards
    Albert

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    Albert Tan
    IT and Operational Auditor
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  • 2.  RE: Service Level Agreements ( SLAs)Review
    Best Answer

    Posted 10 Oct, 2019 02:16
    What I suggest:-
    1. Identify the critical services provided by the Service Provider which can impact the business processes.
    2. Give a Weight to each of the services and sum them up to 100.
    3. Assign a metric upon which you will measure the Service.
    4. Set a Target to each of the metric
    5. Define the source of data basis which you will measure the KPIs.

    The similar thing to be done with the external service provider (SLAs)

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    Yusuf Hashmi
    CISA,CGEIT,CRISC,COBIT 5 (F), CIPR,MBCS,ISO 27001/22301/31000 LI, ITIL
    President, ISACA New Delhi Chapter
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  • 3.  RE: Service Level Agreements ( SLAs)Review

    Posted 11 Oct, 2019 00:53
    Thanks  Yusuf for your suggestion. Some ideas for me to ponder and assess.

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    Albert Tan
    IT and Operational Auditor
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  • 4.  RE: Service Level Agreements ( SLAs)Review

    Posted 24 Jan, 2020 10:28
    Albert - I am creating our annual IT audit plan for my organization, and auditing how our central IT department provides services to internal business units is a possible audit we are considering.  What kind of audit program did end up putting together for what you were considering in October?

    Thanks,

    Aaron Cook
    Deputy City Audit - IT
    City of Phoenix

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    Aaron Cook
    Deputy City Auditor - IT
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  • 5.  RE: Service Level Agreements ( SLAs)Review

    Posted 29 Jan, 2020 17:33
    Hi Aaron,

    The audit that I performed was based on guidance from COBIT process APO09 Manage Service Agreement.
    The audit focussed on Service Catalogue , preparation of SLAs, monitoring and reporting of SLAs.

     Regards

    Albert

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    Albert Tan
    IT and Operational Auditor
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