IT Governance, Risk, and Compliance

May 18 2012   11:06PM GMT

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

Robert Davis Robert Davis Profile: Robert Davis

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, management principles, management plans, ethic codes, and conduct codes. Within this context, the manner of communicating management’s operating style also affects employee behavior. Regarding IT, as stated in ISACA COBIT 4.1, the “control environment should be based on a culture that supports value delivery whilst managing significant risks, encourages cross-divisional co-operation and teamwork, promotes compliance and continuous process improvement, and handles process deviations (including failure) well.”

View Part I of the What Every IT Manager Should Know About Service Delivery and Support series here

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