Interdependency indicator -
Cobit5 Process Description EXAMPLE OF IMPLEMENTATION
Ensure Benefits Delivery
Cobit5 Goal ID:
E-06
Cobit5 Process ID:
EDM02
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
Count the number of customer satisfaction surveys send to clients. Compare the number to the total estimated number of service recipients.
Ensure Stakeholder Transparency
Cobit5 Goal ID:
IT-06
Cobit5 Process ID:
EDM05
Domain:
IT Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of investment business cases with clearly defined and approved expected IT-related costs
and benefits
• Percent of IT services with clearly defined and approved operational costs and expected benefits
• Satisfaction survey of key stakeholders regarding the level of transparency, understanding and
accuracy of IT financial information
Compare the effect/impact from IT- related incidents to the operation of the market and calculate related percentage.
Ensure Benefits Delivery
Cobit5 Goal ID:
IT-01
Cobit5 Process ID:
EDM02
Domain:
IT Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of enterprise strategic goals and requirements supported by IT strategic goals
• Level of stakeholder satisfaction with scope of the planned portfolio of programmes and services
• Percent of IT value drivers mapped to business value drivers
Review performance analysis against the targets related to market value.
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
Count the number of services that have not yet reached the highest maturity to the tota number of services.
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 IT-related non-compliance issues reported to the board or causing public comment or embarrassment. Count the number of clients affected in comparison to existing client number.
Manage Relationships
Cobit5 Goal ID:
E-11
Cobit5 Process ID:
APO08
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 agreed-on business expectations regarding future performance. Compare current and future levels per service.
Manage Suppliers
Cobit5 Goal ID:
E-10
Cobit5 Process ID:
APO10
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
Count the number of suppliers providing critical services.
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 the external requirements analysis. Identify the cases where the services are run only from this provider.
Manage Budget and Costs
Cobit5 Goal ID:
E-05
Cobit5 Process ID:
APO06
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 IT initiatives based on business cases and strategic and tactical plans focusing in number of employed external providers for critical activities.
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 Programme benefit realisation plan focusing on impacts related to market share per service.
Monitor, Evaluate and Assess Performance and Conformance
Cobit5 Goal ID:
E-03
Cobit5 Process ID:
MEA01
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 approved performance and conformance target reporting within the performance measurement system. Focus on targets related to market share.
Manage Innovation
Cobit5 Goal ID:
E-01
Cobit5 Process ID:
APO04
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of investments where value delivered meets stakeholder expectations
• Percent of products and services where expected benefits are realised
• Percent of investments where claimed benefits are met or exceeded
Assess the implementation of the new technologies or IT innovations adopted as part of IT strategy and enterprise architecture developments and their realisation during programme management of initiatives. Review the results of the evaluation focusing on market share. Document the market share per service.
Manage Service Agreements
Cobit5 Goal ID:
E-07
Cobit5 Process ID:
APO09
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 future demand per service estimations. Compare them to current performance.
Manage Budget and Costs
Cobit5 Goal ID:
E-12
Cobit5 Process ID:
APO06
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
Count the number of cost optimizations deriving from alternative suppliers possible per service / programme.
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 historical IT risk data and loss experience from externally available data and trends, industry peers through industry-based event logs, databases, and industry agreements for common event disclosure. Measure the loss that these events would have on the organisation's performance and clientele.

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