IT Governance, Risk, and Compliance:

Service Delivery


May 22, 2012  9:46 PM

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



Posted by: Robert Davis
COBIT, Control Environment, Ethics, Infrastructure, Integrity, ISACA, ISO, ITSM, Organizational Structure, Service Delivery, Systems

An entity’s organizational structure provides the framework within which its activities for achieving entity-wide objectives are planned, executed, controlled, and reviewed. An entity should develop an

May 18, 2012  11:06 PM

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



Posted by: Robert Davis
COBIT, Control Environment, Ethics, Infrastructure, Integrity, ISACA, ISO, ITSM, Operating Style, Service Delivery, Systems

Management’s operating style is usually derived from devotion to tasks, symbolic behavior, and engrained cultural norms. Operating style will typically be reflected, directly or indirectly, in entity-centric imperatives presented in items such as the mission statement,...


May 15, 2012  10:28 PM

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



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

Management’s philosophy encompasses a broad range of beliefs, concepts, and attitudes that have a significant impact not only on the entity’s basic policies, but also on determining the entity’s culture. Management’s beliefs are the focal point for directing activities. ...


May 11, 2012  10:37 PM

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



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

For most individuals, integrity values are a personal issue that should reflect organizationally enforced edicts. Within an entity’s control environment, managerial integrity should represent “the quality or state of being of sound moral principles.” Specifically,...


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 “


May 1, 2012  10:24 PM

Managing the IT Configuration – Part VIII



Posted by: Robert Davis
Change Control, Change Management, CMDB, Configuration Management, IAP, Information Assets Protection, Infrastructure, IT Infrastructure, ITIM, Problem Management, Release Management, Service Delivery, Systems

An IT maintenance request requires analysis of all incidents and problems generated in the entity’s production environment. However, assigned IT service support personnel should make problem evaluation their final step prior to correction. Sequentially, within the evaluation process, an...


April 27, 2012  10:19 PM

Managing the IT Configuration – Part VII



Posted by: Robert Davis
Change Control, Change Management, CMDB, Configuration Management, IAP, Information Assets Protection, Infrastructure, IT Infrastructure, ITIM, Problem Management, Release Management, Service Delivery, Systems

An IT service problem can be viewed as a demarcated and identified condition extracted from a single incident or multiple incidents exhibiting common symptoms. Initially, the IT service problem is an unknown...


April 25, 2012  2:51 PM

Managing the IT Configuration – Part VI



Posted by: Robert Davis
Change Control, Change Management, CMDB, Configuration Management, IAP, Incident Management, Information Assets Protection, Infrastructure, IT Infrastructure, ITIM, Release Management, Service Delivery, Systems

Cascading from the primary release management objective, the primary release management goal should be to ensure approved and accredited components are installed malfunction-resistant and on schedule. Consequently, the high level activities associated with this process should encompass: release...


April 20, 2012  8:41 PM

Managing the IT Configuration – Part V



Posted by: Robert Davis
Change Control, Change Management, CMDB, Configuration Management, IAP, Information Assets Protection, Infrastructure, IT Infrastructure, ITIM, Release Management, Service Delivery, Systems

Once change tests prove satisfactory functionality, most IT CIs should be moved to a secure staging area. Subsequently, a release request should be submitted to the appropriate individual for production implementation. Upon notification of a successfully released change, documentation updates...


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