DS1.5 Monitoring and Reporting of Service Level Achievements
Continuously monitor specified service level performance criteria. Reports are provided in a format meaningful to the stakeholders on achievement of service levels. The monitoring statistics are analyzed and acted upon to identify negative and positive trends for individual services as well as for services overall.
Illustrative Controls and the TIBCO LogLogic Solution
The process of defining and managing service levels addresses how an organization meets the functional and operational expectations of its users and, ultimately, the objectives of the business. Deficiencies in this area could significantly impact financial reporting and disclosure of an entity. For example, if systems are poorly managed or system functionality is not delivered as required, financial information can not be processed as intended.
To satisfy this control objective, administrators must configure alerts to ensure all critical application failures, including firewalls, routers, switches, servers, and applications, are recognized immediately. Alerts must be reviewed periodically. In addition, administrators must perform independent reviews on the security, availability, and processing integrity of third-party service providers by continuously monitoring the service level agreements through adequate logging and reporting.
Continuously monitor the availability of the IT infrastructure using behavioral-based alerts. Administrators can configure alerts to monitor performance of firewalls, routers, switches, servers, applications, and operating systems so they can be notified immediately of the failures. Real-time reports and custom, regular-expression searches also enable administrators to quickly identify and determine the root cause of any problems. This further mitigates risk and minimizes interruptions to service availability.