Domain 4: IT Service Delivery

Jimmy Ardiansyah
Arkansas – October 30, 2005
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
IT Operation
„ Management of the IT Department
„ System Life Cycle
„ IT Policies
„ IT Standard
„ IT Procedures
„ IT Job Description and Responsibilities
„ IT Risk Management Process
„ IT Asset Management
„ IT Service to the User
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
IT Balanced Scorecard
„ Coverts organization objective of growth and
learning, business process, customer, and
financial goal into a series of defined matrices
„ Scorecard Advantage: promote focus on
specific matrices in direct support of
organizational objective.
„ Scorecard disadvantage: requires a carefully
selection of matrices by the CEO or the CFO.
„ The 3 Layer for IT Scoring: Mission, Strategy,
Metrics.
Using Metrics
„ Metrics are tools designed to demonstrate the
effectiveness of IT operations.
„ Developing metric by using four principle:
1. Obtainable of Data
2. Repeating and Measurable of Process
3. Using Quantifiable Scale
4. Deriving by Automated or Manual Means
„ Basic Types of Measurement Metrics
1. Implementation
2. Efficiency
3. Effectiveness
4. Impact
Developing Metric
„ Purpose
„ Performance Goal
„ Performance Objective
„ Type of Measurement
„ Data Source
„ Available Evidence
„ Frequency
„ Formula Used
„ Indicator
Service Level Mgt
„ System Availability
„ Service Definition
„ Personal Qualifications
„ Security Requirement
„ Data Integrity
„ SLA Performance Reporting
„ Right to Audit
„ SLA Change Procedure
„ Cost of Service
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
IT Service Delivery Control
„ System Access Control
1. User Login and Account Mgt
2. Privileged Login Accounts
3. Maintenance Login Account

„ Data File Controls

1. Standing Data Control
2. System Control Parameters
3. Logical Access Control
4. Transaction Processing Control
IT Service Delivery
Control
„ Application Processing Control
1. Input Control
2. Processing Control
3. Output Control

„ Maintenance Controls
1. Backup and Recovery
2. Project Management
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
Change Management
„ Since we did go thru this topic on the last online review [ Domain 3: Life Cycle Management],
Please take a look previous presentation for further detailed.

„ Software Release and Patch Mgt

„ Configuration Control
„ Change Authorization
„ Emergency Changes
„ Management Control
„ Software Licensing
„ Asset and Media Tracking
„ Asset Disposal
„ User Training
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
System Monitoring
„ Hardware: attaching probes to processor
circuits and detecting and recording event at
those probes. The event are detected as
changes in voltage levels at the probe points.
„ Software: using application monitor that
execute in a computer system to observe and
report of the system. They collect much useful
data for workload analysis.
„ Centralized system Logging
Network Management
„ Fault Management: Concern with prevention,
detection, correction of fault condition)
„ Performance Management: Concern with the
quality , effectiveness, and efficiency of
network communication
„ Configuration Management: concern with the
tracking and control of network resources
„ Accounting Management: Concern with the
collecting and sorting of information about
network utilization
„ Security Management: Concern with the
monitoring and controlling access to network
resources
Problem Management
„ Problem/Change Management System
„ Problem escalation and resolution process
„ Problem Stratification
„ Reporting Procedures
„ Problem Management Review
References
„ WWW.ISACA.ORG
„ WWW.ITTG.ORG
„ CISA Review Manual
Information
„ Jimmy Ardiansyah, MS-IT
Solution Developer @Acxiom Corp.
Arkansas 72801
USA

„ To obtain the .ppt file please request to:

komputer-teknologi@yahoo.com
or please visit to:
http://komputer-teknologi.net