Interdependency indicator -
Cobit5 Process Description EXAMPLE OF IMPLEMENTATION
Manage requirements Definition
Cobit5 Goal ID:
IT-05
Cobit5 Process ID:
BAI02
Domain:
IT Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of IT-enabled investments where benefit realisation is monitored through the full economic
life cycle
• Percent of IT services where expected benefits are realised
• Percent of IT-enabled investments where claimed benefits are met or exceeded
Review the business cases and related solutions description. Count the number of SLAs being identified as requirements from the stakeholders and are impacted by the new solutions.
Manage Risk
Cobit5 Goal ID:
IT-04
Cobit5 Process ID:
APO12
Domain:
IT Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of critical business processes, IT services and IT-enabled business programmes covered by
risk assessment
• Number of significant IT-related incidents that were not identified in risk assessment
• Percent of enterprise risk assessments including IT-related risk
• Frequency of update of risk profile
Review the data on the operating environment relating to risk focusing on the ones related to SLAs. Count the distinct number of SLAs.
Manage Relationships
Cobit5 Goal ID:
IT-12
Cobit5 Process ID:
APO08
Domain:
IT Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Number of business processing incidents caused by technology integration errors
• Number of business process changes that need to be delayed or reworked because of technology
integration issues
• Number of IT-enabled business programmes delayed or incurring additional cost due to technology
integration issues
• Number of applications or critical infrastructures operating in silos and not integrated
Count the number of different SLAs from the clarified and agreed-on business expectations.
Manage Security Services
Cobit5 Goal ID:
IT-10
Cobit5 Process ID:
DSS05
Domain:
IT Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Number of security incidents causing financial loss, business disruption or public embarrassment
• Number of IT services with outstanding security requirements
• Time to grant, change and remove access privileges, compared to agreed-on service levels
• Frequency of security assessment against latest standards and guidelines
Review the security assessment results and identify the cases were the requirements are related to SLAs. Count the distinct number of there cases per service.
Monitor, Evaluate and Assess Compliance with External Requirement
Cobit5 Goal ID:
IT-02
Cobit5 Process ID:
MEA03
Domain:
IT Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Cost of IT non-compliance, including settlements and fines, and the impact of reputational loss
• Number of IT-related non-compliance issues reported to the board or causing public comment
or embarrassment
• Number of non-compliance issues relating to contractual agreements with IT service providers
• Coverage of compliance assessments
Review the Compliance requirements register. Identify and count the number of requirements per service related to the service level.
Ensure Resource Optimisation
Cobit5 Goal ID:
IT-11
Cobit5 Process ID:
EDM04
Domain:
IT Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Frequency of capability maturity and cost optimisation assessments
• Trend of assessment results
• Satisfaction levels of business and IT executives with IT-related costs and capabilities
Review the allocation and capacity monitoring of assets related to services. Count the number of cases where the agreed targets have not been reached.
Manage Service Agreements
Cobit5 Goal ID:
E-11
Cobit5 Process ID:
APO09
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Frequency of business process capability maturity assessments
• Trend of assessment results
• Satisfaction levels of board and executives with business process capabilities
Review the reports to internal stakeholders and count the number of distinct reporting levels.
Monitor, Evaluate and Assess Performance and Conformance
Cobit5 Goal ID:
E-10
Cobit5 Process ID:
MEA01
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Frequency of service delivery cost optimisation assessments
• Trend of cost assessment vs. service level results
• Satisfaction levels of board and executive management with service delivery costs
Review the trend information ragerding service level results. Count the number of service levels per service.
Monitor, Evaluate and Assess Compliance with External Requirement
Cobit5 Goal ID:
E-04
Cobit5 Process ID:
MEA03
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Cost of regulatory non-compliance, including settlements and fines
• Number of regulatory non-compliance issues causing public comment or negative publicity
• Number of regulatory non-compliance issues relating to contractual agreements with
business partners
Review contractual, legal and regulatory requirements. Articulate the number of mandatory SLAs per service of the organisation.
Ensure Resource Optimisation
Cobit5 Goal ID:
E-12
Cobit5 Process ID:
EDM04
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Frequency of business process cost optimisation assessments
• Trend of cost assessment vs. service level results
• Satisfaction levels of board and executive management with business processing costs
Review the resource plan. Identify the capacity requirements per service.
Manage Portfolio
Cobit5 Goal ID:
E-02
Cobit5 Process ID:
APO05
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of products and services that meet or exceed targets in revenues and/or market share
• Ratio of products and services per life cycle phase
• Percent of products and services that meet or exceed customer satisfaction targets
• Percent of products and services that provide competitive advantage
Review the catalogue of IT-enabled services and identify the number of discrete service levels per service per client (if the latter is applicable).
Ensure Stakeholder Transparency
Cobit5 Goal ID:
E-05
Cobit5 Process ID:
EDM05
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of investment business cases with clearly defined and approved expected costs
and benefits
• Percent of products and services with defined and approved operational costs and expected benefits
• Satisfaction survey of key stakeholders regarding the transparency, understanding and accuracy of
enterprise financial information
• Percent of service cost that can be allocated to users
Review the performance reporting focusing on performance against SLA targets. Measure the number of distinct SLAs.
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 business impact analysis. Count the RTOs mandated by clients.
Manage Risk
Cobit5 Goal ID:
E-03
Cobit5 Process ID:
APO12
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of critical business objectives and services covered by risk assessment
• Ratio of significant incidents that were not identified in risk assessments vs. total incidents
• Frequency of update of risk profile
Review the risk assessment report and identify the number and magnitude of risks related to the breach of SLAs.

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