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The CISA® Prep Guide: Mastering the Certified Information Systems Auditor Exam by John Kramer

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2.9. Evaluating Performance Management

The IS organization's ability to identify Key Performance Indicators (KPIs), report on them, and adjust direction based on these results is part of the evaluation of the overall IS organization's management capabilities. There should be documented processes in place to assess the performance of information services on a routine basis. The needs of the business and the various service agreements will provide the input necessary to understand what should be measured and reported from the timeliness, quantity, and quality perspectives. The assessment completed through this performance reporting mechanism should compare the results of the IS deliverables to the needs of the business. It should measure the success or failure to meet the business objectives in a quantitative manner against previously identified benchmarks for a quick read of the organization's overall health and to provide insight to potential problem areas quickly.

When reviewing the management's effectiveness and control over the performance management aspects of the organization, you will want to determine how well the business needs are matched with the deliverables, what processes are in place to track and communicate the performance, and how effective the mechanisms are to correct or escalate situations that are out of the acceptable boundaries of performance. For instance, you should expect to find a proactive monitoring process in place that routinely measures output and ...

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