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Kd reference 10

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Unformatted text preview: ate Branch Exchange (PBX) 8 system is included in the change control procedures? KD Reference: _______________________________ ___________________________________________ DELIVERY AND SUPPORT Define service levels Whether a service level agreement process is identified 9 by policy? KD Reference: _______________________________ ___________________________________________ 10 Whether user participation in process is required for creation and modification of agreements? KD Reference: _______________________________ ___________________________________________ IT Audit Manual Volume III 34 IT Audit Manual No. Item 11 Whether responsibilities of users and providers are defined? KD Reference: _______________________________ ___________________________________________ Whether management monitors and reports on the achievement of the specified service performance criteria and all problems encountered? KD Reference: _______________________________ ___________________________________________ Whether regular review process by management exists? KD Reference: _______________________________ ___________________________________________ Whether recourse process is identified for nonperformance? KD Reference: _______________________________ ___________________________________________ Whether service level agreements include, but are not limited to having: • definition of service • cost of service • quantifiable minimum service level • level of support from the IT function • availability, reliability, capacity for growth • continuity planning • security requirements • change procedure for any portion of the agreement • written and formally approved agreement between provider and user of service • effective period and new period review/renewal/non-renewal • content and frequency of performance reporting and payment for services • charges are realistic compared to history, industry, best practices • calculation for charges • service improvement commitment KD Reference: _______________________________ ___________________________________________ Manage third party services Whether IT policies and procedures relating to third-party relationships exist and are consistent with organisational general policies? KD Refer...
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