Week 7: Service Level Agreement

Group Assignment #1 Due

WeBex Meetups (1.5 hrs)

Week 7 Slide Deck:

IT Services Delivery And Support_SLM

• Introduce Service level management components and Service Level Agreement (SLA) monitoring

soc

Discussion

• SLA types
• Risks associated with SLAs
• SLA Audit Procedures

Activities:

Group assignment #2 preparation: Develop a Risk Control Matrix (RCM) of the operating system/Databases/Network environment you are going to audit

Quiz #6 via Blackboard

Weekly Reading Assignments:

IT Auditing:

• Chapter 4 Auditing Data Center and Disaster Recovery
• FFIEC IT Booklet_Operations – http://ithandbook.ffiec.gov/ITBooklets/FFIEC_ITBooklet_Operations.pdf
• SANS IT Audit – Data Center Access Control Systems – TBD