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COBIT IT Service Management Audit Checklist

A comprehensive checklist for auditing IT service management practices based on the COBIT framework, covering key areas such as service strategy, design, transition, operation, and continual service improvement.

COBIT IT Service Management Audit Checklist

by: audit-now
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About This Checklist

The COBIT IT Service Management Audit Checklist is an indispensable tool for organizations striving to optimize their IT service delivery and support processes within the COBIT framework. This comprehensive checklist enables IT service managers, auditors, and professionals to systematically evaluate and improve their organization's IT service management practices. By addressing key service management domains outlined in COBIT, this checklist helps identify areas for enhancement, ensure alignment with business needs, and implement effective service management controls. It serves as a guide for organizations to build a robust IT service management framework that enhances service quality, increases operational efficiency, and delivers value to stakeholders.

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Industry

Information Technology

Standard

COBIT - Control Objectives for Information Technologies

Workspaces

IT Infrastructure
Office Buildings
IT Infrastructure

Occupations

IT Service Manager
IT Operations Manager
Service Desk Manager
IT Auditor
IT Governance Specialist
1
Is the service delivery meeting the required quality standards?
2
What is the average resolution time for incidents?
Min: 0
Target: 1
Max: 48
3
Are ITSM best practices being followed?
4
Please provide any feedback regarding the service delivery.
5
What is the assessed risk level of the IT services provided?
6
How many incidents are currently open?
Min: 0
Target: 0
7
Is the change management process being adhered to?
8
What suggestions do you have for improving service management?
9
What is the percentage of service availability over the last month?
Min: 95
Target: 99
Max: 100
10
How satisfied are users with the IT services?
11
What are the root causes of recent service disruptions?
12
What is the success rate of changes implemented?
13
Is the organization compliant with data privacy regulations?
14
How many security incidents have been reported in the last quarter?
Min: 0
Target: 0
15
How compliant is the organization with IT governance frameworks?
16
What actions are being taken to improve compliance?
17
What is the average response time to service tickets?
Min: 0
Target: 2
Max: 24
18
Are service level agreements (SLAs) being met?
19
What feedback can be provided regarding team performance?
20
What is the approval rate for change requests?

FAQs

This checklist covers areas such as service strategy, design, transition, operation, and continual service improvement, all aligned with COBIT principles for IT governance and management.

By providing a structured approach to evaluating service management processes, the checklist helps identify areas for improvement, leading to enhanced service quality, reliability, and customer satisfaction.

The audit should involve IT service managers, service desk leads, IT operations managers, quality assurance teams, and key stakeholders from business units that rely on IT services.

Organizations should conduct this audit annually, with more frequent assessments recommended for critical services or after significant changes to the IT service environment.

Yes, while based on COBIT principles, this checklist can be integrated with other frameworks like ITIL or ISO/IEC 20000 to provide a comprehensive approach to IT service management auditing.

Benefits of COBIT IT Service Management Audit Checklist

Ensures alignment of IT services with business objectives and COBIT principles

Identifies gaps in current IT service management practices and processes

Facilitates continuous improvement in service delivery and support

Enhances overall IT operational efficiency and effectiveness

Supports better resource allocation and cost management in IT services