IT Governance, Risk, and Compliance:

ITSM


May 8, 2012  10:10 PM

What Every IT Manager Should Know About Service Delivery and Support – Part II



Posted by: Robert Davis
COBIT, Control Environment, Infrastructure, ISO, ITSM, Service Delivery, Systems

Contributing foundational control environment factors are values and attitudes. Values and attitudes represent a view of what is desirable or undesirable behavior. Behavior refers to “the way one acts,” especially to actions that can be observed. Circularly, individual and group behavior is...

May 4, 2012  11:35 PM

What Every IT Manager Should Know About Service Delivery and Support – Part I



Posted by: Robert Davis
COBIT, Control Environment, Control Techniques, Infrastructure, ISO, ITSM, Service Delivery, Service Support, Systems

The control environment is an important component of an entity’s control structure or system that directly impacts IT governance. Literally, an entity’s control environment sets the “


February 7, 2012  9:57 PM

Auditing IT Service Delivery and Support – Part VIII



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

Audit evidence for elements of an adequate CE may not be available in documentary form. In addition, responsibility for IT governance is often undertaken by the owner/manager where there are no other...


February 3, 2012  9:29 PM

Auditing IT Service Delivery and Support – Part VII



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

Regarding outsourced services, among other expectations, an IT auditor should obtain and document an understanding of the relationship between the services provided by third parties and the entity’s control environment. An IT auditor should consider reviewing such items as contracts,


January 31, 2012  8:41 PM

Auditing IT Service Delivery and Support – Part VI



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

Ordinarily, an IT auditor obtains relevant CE audit evidence through a combination of inquiries and other risk assessment procedures. For example, through management and employee inquiries, an IT auditor may obtain an...


January 27, 2012  9:23 PM

Auditing IT Service Delivery and Support – Part V



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

When acquiring an understanding of control environment (CE) components, IT auditors should consider whether pertinent elements have been implemented for the entity and IT. Assessing how much CE risk is associated with a particular entity may be performed using various techniques...


January 24, 2012  8:34 PM

Auditing IT Service Delivery and Support – Part IV



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

Entities may partially or fully delegate some or all of its IT delivery and support activities to a Third Party Provider (TPP). IT activities that may be outsourced include IT functions such as, data center operations, IT security, and application...


January 20, 2012  9:06 PM

Auditing IT Service Delivery and Support – Part III



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

Primary drivers for IT service audit planning are verifying delivery and support existence and adequacy. However, as with standard IT audits, a general control environment, information systems, and control procedures understanding should be obtained during...


January 17, 2012  8:20 PM

Auditing IT Service Delivery and Support – Part II



Posted by: Robert Davis
Certified Information Systems Auditor, Certified Information Technology Professional, Certified Internal Auditor, Certified Internal Controls Auditor, Certified Public Accountant, COBIT, Infrastructure, ISO, IT Audit, ITSM, Service Delivery, Systems

An IT auditor assigned an IT service delivery and support engagement should consider performing assurance services based on major process points established in the ISO/IEC 20000 as well as COBIT...


August 23, 2011  8:30 PM

An Overview of IT Service Delivery and Support – Part VIII



Posted by: Robert Davis
Asset Management, Availability Management, Capacity Management, Change Management, Configuration Management, Continuity Management, Financial Management, IEC, Information Security Management, ISO, ITSM, Service Level Management

Aligned with the generally accepted IT value definition; IT service basic principles should deliver appropriate quality, on-time and within-budget, while achieving promised benefits. Where these basic principles are earnestly harmonized, IT service delivery and support benefits...


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