Interdependency indicator -
Cobit5 Process Description EXAMPLE OF IMPLEMENTATION
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
Count the number of risks identified in the risk assessment, that have an underlying vulnerability related to the seasonality of the service or of the related dependecies.
Manage Service Agreements
Cobit5 Goal ID:
IT-07
Cobit5 Process ID:
APO09
Domain:
IT Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Number of business disruptions due to IT service incidents
• Percent of business stakeholders satisfied that IT service delivery meets agreed-on service levels
• Percent of users satisfied with the quality of IT service delivery
Review the estimation for future demand and identify areas of seasonality.
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 information security incidents related to avalability and capacity. Count the number of related incidents per period of time.
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 approved resource plan and extract trends regarding current and future needs.
Manage Innovation
Cobit5 Goal ID:
IT-09
Cobit5 Process ID:
APO04
Domain:
IT Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Level of satisfaction of business executives with IT’s responsiveness to new requirements
• Number of critical business processes supported by up-to-date infrastructure and applications
• Average time to turn strategic IT objectives into an agreed-on and approved initiative
Review new IT initiatives implemented per period of time. Count the number of initiatives per service per period of time.
Manage Change Acceptance and Transitioning
Cobit5 Goal ID:
IT-08
Cobit5 Process ID:
BAI07
Domain:
IT Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Percent of business process owners satisfied with supporting IT products and services
• Level of business user understanding of how technology solutions support their processes
• Satisfaction level of business users with training and user manuals
• Net present value (NPV) showing business satisfaction level of the quality and usefulness of the
technology solutions
Review the support and resources provided for new transitions. Count the aggregated number of resources and effort needed per transition per service per period of time.
Monitor, Evaluate and Assess Performance and Conformance
Cobit5 Goal ID:
E-11
Cobit5 Process ID:
MEA01
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 assessment results regarding the provided service level against agreed targets and extract trend information.
Ensure Resource Optimisation
Cobit5 Goal ID:
E-10
Cobit5 Process ID:
EDM04
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 feedback on allocation and effectiveness of resources and capabilities. Count the flanctuations within a period of time.
Manage Organisational Change Enablement
Cobit5 Goal ID:
E-13
Cobit5 Process ID:
BAI05
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Number of programmes on time and within budget
• Percent of stakeholders satisfied with programme delivery
• Level of awareness of business change induced by IT-enabled business initiatives
Count the number of change programmes implemented per period of time per service.
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 approved resource plan and extract trends regarding current and future needs.
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 and count the risks having a temporal aspect (e.g. for specific periods of time, seasons etc).
Manage Availability and Capacity
Cobit5 Goal ID:
E-07
Cobit5 Process ID:
BAI04
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 monitoring of actual performance and capacity usage. Count the cases for a defined period of time where the relevant figures are signifivantly higher or lower than the defined thresholds.
Manage Problems
Cobit5 Goal ID:
IT-14
Cobit5 Process ID:
DSS03
Domain:
IT Goal
Balanced Scorecard (BSC):
Internal
Sample Metrics:
• Level of business user satisfaction with quality and timeliness (or availability) of
management information
• Number of business process incidents caused by non-availability of information
• Ratio and extent of erroneous business decisions where erroneous or unavailable information
was a key factor
Count the number of incidents per period of time caused (having as root cause) the unavailability of critical information.
Manage Strategy
Cobit5 Goal ID:
E-08
Cobit5 Process ID:
APO02
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Level of board satisfaction with enterprise responsiveness to new requirements
• Number of critical products and services supported by up-to-date business processes
• Average time to turn strategic enterprise objectives into an agreed-on and approved initiative
Review the analysis of sources of change in the enterprise and external environments. Count the number of changes imposed per peiorf of time.

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