Single logo
LoginSign Up

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
4.6

Get Template

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.

Learn more

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?

Select the appropriate quality level.

To evaluate if the service meets the established quality criteria in line with COBIT standards.
2
What is the average resolution time for incidents?

Enter the average time in hours.

To measure the efficiency of incident management processes.
Min: 0
Target: 1
Max: 48
3
Are ITSM best practices being followed?

Select the compliance status.

To ensure adherence to recommended IT service management practices.
4
Please provide any feedback regarding the service delivery.

Type your feedback here.

To gather qualitative insights for continuous improvement.
5
What is the assessed risk level of the IT services provided?

Select the risk level.

To identify the potential risk associated with the IT services in accordance with COBIT standards.
6
How many incidents are currently open?

Enter the number of open incidents.

To assess the operational load and effectiveness of incident management.
Min: 0
Target: 0
7
Is the change management process being adhered to?

Select the compliance status.

To ensure that changes are managed appropriately to minimize risk.
8
What suggestions do you have for improving service management?

Provide your suggestions here.

To collect valuable insights for enhancing service quality and operational efficiency.
9
What is the percentage of service availability over the last month?

Enter the availability percentage.

To measure the uptime of IT services, ensuring they meet the expected service levels.
Min: 95
Target: 99
Max: 100
10
How satisfied are users with the IT services?

Select the level of user satisfaction.

To gauge user satisfaction and identify areas for improvement in service delivery.
11
What are the root causes of recent service disruptions?

Describe the root causes here.

To identify underlying issues affecting service performance and reliability.
12
What is the success rate of changes implemented?

Select the change success rate.

To evaluate the effectiveness of the change management process.
13
Is the organization compliant with data privacy regulations?

Select the compliance status.

To ensure adherence to data privacy laws and regulations relevant to IT services.
14
How many security incidents have been reported in the last quarter?

Enter the number of reported security incidents.

To assess the security posture and incident response effectiveness.
Min: 0
Target: 0
15
How compliant is the organization with IT governance frameworks?

Select the governance compliance level.

To evaluate adherence to governance standards and best practices.
16
What actions are being taken to improve compliance?

Provide details of compliance improvement actions here.

To document initiatives aimed at enhancing compliance with regulations and standards.
17
What is the average response time to service tickets?

Enter the average response time in hours.

To measure the efficiency of the support team in addressing user issues.
Min: 0
Target: 2
Max: 24
18
Are service level agreements (SLAs) being met?

Select the adherence status.

To evaluate compliance with agreed service levels for performance and availability.
19
What feedback can be provided regarding team performance?

Provide your feedback here.

To gather qualitative insights that can help in team development and service improvements.
20
What is the approval rate for change requests?

Select the approval rate.

To assess the effectiveness of the change management process.

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