Interdependency indicator -
Cobit5 Process Description EXAMPLE OF IMPLEMENTATION
Ensure Governance Framework Setting and Maintenance
Cobit5 Goal ID:
E-06
Cobit5 Process ID:
EDM01
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Number of customer service disruptions due to IT service-related incidents (reliability)
• Percent of business stakeholders satisfied that customer service delivery meets agreed-on levels
• Number of customer complaints
• Trend of customer satisfaction survey results
Review the level of stakeholder satisfaction (measured through surveys). Count the number of customers.
Manage Continuity
Cobit5 Goal ID:
E-07
Cobit5 Process ID:
DSS04
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Number of customer service interruptions causing significant incidents
• Business cost of incidents
• Number of business processing hours lost due to unplanned service interruptions
• Percent of complaints as a function of committed service availability targets
Review the customer complaints focusing on those that are related to the disruptions of services. Measure the reported number of users (impact) reported to have been affected by the disruption.

We use cookies on our website to support technical features that enhance your user experience.
We also use analytics. To opt-out from analytics, click for more information.

I've read it More information