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COBIT 2019: Contract Management (APO09)

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Managed Service Agreements

Align I&T-enabled products and services and service levels with business needs and expectations, including identifying, specifying, designing, publishing, agreeing and monitoring I&T products and services, service levels, and performance indicators.

objective

Ensuring that I&T products, services and service levels meet the company's current and future needs.

management practices

APO09.01 Identify I&T services.

Analyze business requirements and the degree to which I&T-enabled services and service levels support business processes. Discuss and agree with the company about services and potential service levels. Compare potential service levels with the current service portfolio; identify new or changed services or service level options.

APO09.02 Catalog of I&T Enabled Services.

Define and maintain one or more service catalogs for relevant target groups. Publish and maintain live I&T-enabled services in service catalogs.

APO09.03 Define and prepare service contracts.

Define and prepare service contracts based on service catalog options. Include internal operating agreements.

APO09.04 Monitor and report on service levels.

Monitor service levels, report achievements and identify trends. Provide appropriate management information to aid performance management.

APO09.05 Review service agreements and contracts.

Conduct periodic reviews of service contracts and revise when necessary.

Skills

SLMO Service Level Management

The planning, implementation, control, review and auditing of service delivery to meet the customer's business requirements. This includes the negotiation, implementation and monitoring of service level agreements and the ongoing management of operational facilities to deliver agreed service levels, continuously and proactively seeking to improve service delivery and sustainability goals.

Translated by 4Matt Technology from the original Process Symphony: Service Agreements Management - APO09 (COBIT2019)

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