CISA Certified Information Systems Auditor Study Guide

Chapter 4IT Service Management

THE CERTIFIED INFORMATION SYSTEMS AUDITOR (CISA) OBJECTIVES REPRESENT 26% OF THE MATERIAL COVERED ON THE EXAM AND INCLUDE:

• Domain 4: Information Systems Operations & Business Resilience

• A. Information Systems Operations
  • 1. Data Governance
  • 2. Systems Performance Management
  • 3. Problem and Incident Management
  • 4. Change, Configuration, Release, and Patch Management
  • 5. IT Service Level Management
  • 6. Database Management
• Supporting Tasks
  • 12. Evaluate the monitoring and reporting of IT key performance indicators (KPIs).
  • 14. Evaluate whether the business case for proposed changes to information systems meet business objectives.
  • 20. Evaluate whether IT service management practices align with business requirements.
  • 24. Evaluate database management practices.
  • 25. Evaluate data governance policies and practices.
  • 26. Evaluate problem and incident management policies and practices.
  • 27. Evaluate change, configuration, release and patch management policies and practices.
  • 38. Identify opportunities for process improvement in the organization’s IT policies and practices.

Together, the topics in Chapter 5, “IT Infrastructure,” Chapter 6, “Business Continuity and Disaster Recovery,” and this chapter represent 26 percent of the CISA examination. IT organizations are effective if their operations are effective. Management needs to be in control of information systems operations, which means that all aspects of operations need to be measured, those ...