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Studium Generale-FTI-UII: IS
Audit
Fakta
Sebuah studi dari Gartner menunjukkan
bahwa 20% investasi di IT, atau tidak
kurang dari USD 500 billion, terbuang
percuma setiap tahunnya.
(Nick Huber, ComputerWeekly, March
2002)
Fakta
Bagaimana Anda bisa yakin organisasi Anda tidak
mengalami musibah serupa ini?
Kesulitan Nike akibat kegagalan implementasi S/W Supply
Chain mengakibatkan kerugian sekitar US$200 million.
Matinya sistem pelaporan finansial dari Interstate Bakeries
menyebabkan market value nya turun 1/3 hanya dalam
sehari.
Kegagalan pada sistem logistik pada MFI and Sainsbury
menyebabkan kerugian jutaan GBP, penurunan profit dan
kejatuhan harga saham.
Kegagalan operasional perusahaan pasca merger the
Southern PacificUnion Pacific setelah dilacak ternyata
utamanya disebabkan oleh kegagalan koordinasi dari
sistem-sistem IT nya.
Studium Generale-FTI-UII: IS
Audit
Fakta
...atau melewatkan manfaat-manfaatnya?
Transformasi supply chain dari Southwest Airlines
meningkatkan kemampuan perusahaan untuk
mengestimasi kebutuhan, mengurangi biaya
pengadaan dan meningkatkan service levels
sementara biayanya lebih rendah.
IBM menghemat US$12 billion selama 2 tahun
dengan menghubungkan bagian-bagian terpisah
dari sistem supply chain nya, juga mengurangi
tingkat persediaannya.
Sinergi IT yang sangat ekstensif di Great-West Life
berdampak signifikan pada sejumlah akusisi yang
dilakukan perusahaan.
Studium Generale-FTI-UII: IS
Audit
Fakta
Changing IT Emphasis
Ten years ago we were afraid
of rockets destroying
computing centres..........
..........right now, we should
be aware of software errors
destroying rockets !
Studium Generale-FTI-UII: IS
Audit
Studium Generale-FTI-UII: IS
Audit
IS Audit
Proteksi Aset?
Ev
al
ua
tin
Bukti
Co
l
Bukti
le
ct
in
Collec
g
ting
at
g
in
Co
lle
ct
in
g
in
at
Bukti
IS Audit
IS Audit
Informasi yang
relevan dan handal
Evaluating yang efektif untuk
mendukung obyektif
bisnis dengan
resource yang efisien
Kontrol internal
yang cukup utk
memastikan obyektif
bisnis, operasional
dan
kontrol tercapai
Mencegah
hal-hal
yang tidak diinginkan,
bagaimana
mendeteksi dan
memperbaiki dalam
waktu yang dapat
diterima
alu
Ev
Bukti
al
Ev
in
lect
l
o
C
lu
a
Ev
in
at
Integritas dan
Ketersediaan Data
dan Sistem?
Studium Generale-FTI-UII: IS
Audit
Risk
IS Auditor harus
memahami Audit
Subject
Studium Generale-FTI-UII: IS
Audit
IS Audit Risk
Inherent Risk
Control Risk
Detection Risk
Risiko dimana sebuah
kesalahan pada area yang
diaudit tidak terdeteksi
oleh Auditor.
Studium Generale-FTI-UII: IS
Audit
Kontrol Internal
Studium Generale-FTI-UII: IS
Audit
1
0
IT General
Controls
Proses-Proses dalam
Siklus Tata Kelola TI
Apps Control
Audit
Application
Controls
s
Control
s
IT Gencon
Audit
Studium Generale-FTI-UII: IS
Audit
1
1
Proses IS Audit
Mengumpulkan Informasi dan Merencanakan
Compliance Test
Substantive Test
Studium Generale-FTI-UII: IS
Audit
1
2
IS Audit butuh
Standard dan Framework
Sebagai guidelines dalam
melakukan proses Audit
Untuk memastikan kelengkapan
Untuk mengambil manfaat dari
best practices pengelolaan IT di
dunia
Untuk menjadi alat komunikasi
antara IT, bisnis dan Auditor
Untuk memastikan kapasitas dan
kompetensi Auditor
Untuk memastikan standard kode
etik pelaksanaan proses Audit
Studium Generale-FTI-UII: IS
Audit
1
3
Studium Generale-FTI-UII: IS
Audit
1
4
CobiT-
CCobiT
OBIT
best practices
repository for
IT Processes
IT Management Processes
IT Governance Processes
The only IT management and
control framework that covers
the end-to-end IT life cycle
The IT Governance
Framework
1
5
Studium Generale-FTI-UII:
IS
16
Audit
1
6
Process Orientation
Business
Requirements
IT
Processes
IT
Resources
Domains
Kelompok aktifitas-aktifitas
sejenisIncident Management, Problem
Contoh:
Processes
Studium Generale-FTI-UII: IS
Audit
1
7
Studium Generale-FTI-UII: IS
Audit
1
8
COBIT Framework
BUSINESS OBJECTIVES AND
GOVERNANCE OBJECTIVES
ME1
ME2
ME3
ME4
O B I
FRAMEWORK
INFORMATION
Integrity
Efficiency
Effectiveness
Compliance
Availability
Confidentiality
Reliability
MONITOR
AND
EVALUATE
DS1 Define and manage
service levels.
DS2 Manage third-party
services.
DS3 Manage performance and
capacity.
DS4 Ensure continuous
service.
DS5 Ensure systems security.
DS6 Identify and allocate
costs.
DS7 Educate and train users.
DS8 Manage service desk and
incidents.
DS9 Manage the configuration.
DS10
Manage problems.
DS11
Manage data.
DS12
Manage the
physical environment.
DS13 Manage operations.
DELIVER
AND
SUPPORT
IT
RESOURCES
PLAN
AND
ORGANISE
Applications
Information
Infrastructure
People
ACQUIRE
AND
IMPLEMENT
Studium Generale-FTI-UII: IS
Audit
2
0
that satisfy
Business
Requirements is enabled by
Control
considering
Statements
Control
Practices
Studium Generale-FTI-UII: IS
Audit
2
1
Key Control
Key Performance
Studium Generale-FTI-UII: IS
Audit
2
2
Studium Generale-FTI-UII:
IS
23
Audit
2
3
Control Practices
Petunjuk detail untuk setiap Control Objectives?
Contoh: DS2- Manage Third-party Services
Control Objectives:
DS2.1 Identification of All Supplier Relationship
Identify all supplier services, and categorise them according to supplier type,
significance and criticality. Maintain formal documentation of technical and
organisational relationships covering the roles and responsibilities, goals, expected
deliverables, and credentials of representatives of these suppliers.
Control Practices:
1. Define and regularly review criteria to identify and categorise all supplier
relationships according to supplier type, significance and criticality of service.
The list should include a category describing vendors as preferred, non-preferred
or not recommended.
2. Establish and maintain a detailed register of suppliers, including name, scope,
purpose of the service, expected deliverables, service objectives and key
contact details.
Studium Generale-FTI-UII: IS
Audit
2
4
Assurance/Audit Guide
Bagaimana menguji keberjalanan kontrol pada setiap proses?
Contoh: DS2- Manage Third-party Services
Control Objectives:
DS2.1 Identification of All Supplier Relationship
Identify all supplier services, and categorise them according to supplier type,
significance and criticality. Maintain formal documentation of technical and
organisational relationships covering the roles and responsibilities, goals, expected
deliverables, and credentials of representatives of these suppliers.
Test the Control Design
Enquire whether and confirm that a register of supplier relationship is maintained.
Obtain and inspect supplier relationship criteria for reasonableness and
completeness of categorisations by supplier type, significance and criticality
Determine if the supplier categorisation scheme is sufficiently detailed to
categorise all supplier relationship based on the nature of contracted services
Verify wheter past histories on supplier selection/rejection are kept and used.
Inspect the register of supplier relationships to ensure that it is up to date,
appropriately categorised and sufficiently detailed to ensure that it provides a
foundation for monitoring of existing suppliers.
Inspect a representative sample of supplier contracts, SLAs and other
documentation to ensure that they correspond with the supplier register.
Studium Generale-FTI-UII:
IS
25
Audit
2
5
Process Maturity
Assessment
Studium Generale-FTI-UII: IS
Audit
2
6
Materiality
Risiko bisa terdapat di banyak area, apapun jenisnya
Studium Generale-FTI-UII: IS
Audit
2
7
Profil Risiko TI
Profil Risiko Proses TI, utamanya
Key Control Analysis
mempertimbangkan:
Studium Generale-FTI-UII: IS
Audit
2
8
Process Maturity
Assessment
Studium Generale-FTI-UII: IS
Audit
2
9
Studium Generale-FTI-UII: IS
Audit
3
0
Profil Risiko TI
Studium Generale-FTI-UII: IS
Audit
3
1
Studium Generale-FTI-UII: IS
Audit
3
2
Studium Generale-FTI-UII: IS
Audit
3
3
34
Studium Generale-FTI-UII: IS
Audit
3
4
ThankMerciYou
bien
Syukron
Hatur Nuhun
Matur Nuwun
Terima kasih
Grazias
Danke
Kheili Mamnun
Matur se Kelangkong
Studium Generale-FTI-UII: IS
Audit
3
5
Ada Pertanyaan??????
Studium Generale-FTI-UII: IS
Audit
3
6
34
15
7
Survey
PO1
Define a strategic IT plan
PO3
Determine the technological direction
PO5
Manage the IT investment
PO9
Assess risks
PO10 Manage projects
AI1 Identify solutions
AI2 Acquire and maintain applications s/w
AI5 Install and accredit systems
AI6 Manage changes
DS1
Define service levels
DS4
Ensure continuous service
DS5
Ensure system security
DS10
Manage problems and incidents
DS11
Manage data
M1 Monitor the processes
Studium Generale-FTI-UII: IS
Audit
3
7
Acquireand
andImplement
Implement
Acquire
Planand
andOrganise
Organise
Plan
Define
Define
Strategic
Strategic
IT Plan
IT Plan
Determine
Define
Determine
Define
Information Technological
Information Technological
Architecture Direction
Architecture Direction
Acquire and
Identify
Acquire and
Maintain
Identify
Automated
Maintain
Application
Automated
Solutions Application
Software
Solutions
Software
Install and
Install and
Accredit
Accredit
Systems
Systems
Manage
Manage
Change
Change
Define IT
Communicate
Define IT
Organisation
Manage ITCommunicate
Aims and
Organisation
Manage IT
and
Investment Aims and
Direction
and
Investment
Relationships
Direction
Relationships
Manage
Manage
Human
Human
Resource
Resource
Ensure
Ensure
Compliance
Compliance
with External
with External
Standards
Standards
Manage
Manage
Projects
Projects
Assess
Assess
Risks
Risks
CobiT Framework
Manage
Manage
Quality
Quality
Monitorand
andEvaluate
Evaluate
Monitor
Monitor
Monitor
the
the
Process
Process
Obtain
Obtain
Independent
Independent
Assurance
Assurance
Assess
Assess
Internal
Internal
Control
Control
Adequacy
Adequacy
Provide
Provide
Independent
Independent
Audit
Audit
Deliverand
andSupport
Support
Deliver
Define and
Manage
Manage
Ensure
Define and
Manage
Manage
Manage
Ensure
Third-party
Performance Continuous
Manage
Service
Third-party
Performance Continuous
Services
and Capacity
Service
Service
Levels
Services
and Capacity
Service
Levels
Educate
Educate
and
and
Train Users
Train Users
Ensure
Ensure
System
System
Security
Security
Assist and
Manage
Assist and
Advise
Manage
Manage
Manage
Problems and Manage
Advise
Manage
IT
ConfigurationProblems and
Data
Incidents
IT
Configuration
Data
Customers
Incidents
Customers
Identify
Manage
Identify
and Allocate Manage
Operations
and Allocate
Costs
Operations
Costs
Manage
Manage
Facilities
Facilities
Studium Generale-FTI-UII: IS
Audit
3
8
Acquireand
andImplement
Implement
Acquire
Planand
andOrganise
Organise
Plan
Define
Define
Strategic
Strategic
IT Plan
IT Plan
Determine
Define
Determine
Define
Information Technological
Information Technological
Architecture Direction
Architecture Direction
Acquire and
Identify
Acquire and
Maintain
Identify
Automated
Maintain
Application
Automated
Solutions Application
Software
Solutions
Software
Install and
Install and
Accredit
Accredit
Systems
Systems
Define IT
Communicate
Define IT
Organisation
Manage ITCommunicate
Aims and
Organisation
Manage IT
and
Investment Aims and
Direction
and
Investment
Relationships
Direction
Relationships
Manage
Manage
Human
Human
Resource
Resource
Ensure
Ensure
Compliance
Compliance
with External
with External
Standards
Standards
Manage
Manage
Projects
Projects
Assess
Assess
Risks
Risks
Manage
Manage
Quality
Quality
Monitor
Monitor
the
the
Process
Process
Obtain
Obtain
Independent
Independent
Assurance
Assurance
Provide
Provide
Independent
Independent
Audit
Audit
ITIL
ITIL
ServiceSupport
Support
Service
Service
Service
Desk
Desk
ServiceDelivery
Delivery
Service
Service
Availability
Capacity
Service
Incident
Problem
Level
Availability
Capacity
Incident
Problem
Management Management
Level
Management Management Management
Management Management Management Management Management
Financial
Continuity
Change
Release
Configuration
Financial
Continuity
Change
Release
Configuration
Management Management Management Management Management
Management Management Management Management Management
Monitorand
andEvaluate
Evaluate
Monitor
Assess
Assess
Internal
Internal
Control
Control
Adequacy
Adequacy
Manage
Manage
Change
Change
Deliverand
andSupport
Support
Deliver
Define and
Manage
Manage
Ensure
Define and
Manage
Manage
Manage
Ensure
Third-party
Performance Continuous
Manage
Service
Third-party
Performance Continuous
Services
and Capacity
Service
Service
Levels
Services
and Capacity
Service
Levels
Educate
Educate
and
and
Train Users
Train Users
Ensure
Ensure
System
System
Security
Security
Assist and
Manage
Assist and
Advise
Manage
Manage
Manage
Problems and Manage
Advise
Manage
IT
ConfigurationProblems and
Data
Incidents
IT
Configuration
Data
Customers
Incidents
Customers
Identify
Manage
Identify
and Allocate Manage
Operations
and Allocate
Costs
Operations
Costs
Manage
Manage
Facilities
Facilities
Studium Generale-FTI-UII: IS
Audit
3
9
Acquireand
andImplement
Implement
Acquire
Planand
andOrganise
Organise
Plan
Define
Define
Strategic
Strategic
IT Plan
IT Plan
Determine
Define
Determine
Define
Information Technological
Information Technological
Architecture Direction
Architecture Direction
Acquire and
Identify
Acquire and
Maintain
Identify
Automated
Maintain
Application
Automated
Solutions Application
Software
Solutions
Software
Install and
Install and
Accredit
Accredit
Systems
Systems
Define IT
Communicate
Define IT
Organisation
Manage ITCommunicate
Aims and
Organisation
Manage IT
and
Investment Aims and
Direction
and
Investment
Relationships
Direction
Relationships
Manage
Manage
Human
Human
Resource
Resource
Ensure
Ensure
Compliance
Compliance
with External
with External
Standards
Standards
Manage
Manage
Projects
Projects
Assess
Assess
Risks
Risks
Manage
Manage
Quality
Quality
Monitor
Monitor
the
the
Process
Process
Obtain
Obtain
Independent
Independent
Assurance
Assurance
Provide
Provide
Independent
Independent
Audit
Audit
ITIL
ITIL
ServiceSupport
Support
Service
Service
Service
Desk
Desk
ServiceDelivery
Delivery
Service
Service
Availability
Capacity
Service
Incident
Problem
Level
Availability
Capacity
Incident
Problem
Management Management
Level
Management Management Management
Management Management Management Management Management
Financial
Continuity
Change
Release
Configuration
Financial
Continuity
Change
Release
Configuration
Management Management Management Management Management
Management Management Management Management Management
Monitorand
andEvaluate
Evaluate
Monitor
Assess
Assess
Internal
Internal
Control
Control
Adequacy
Adequacy
Manage
Manage
Change
Change
Deliverand
andSupport
Support
Deliver
Define and
Manage
Manage
Ensure
Define and
Manage
Manage
Manage
Ensure
Third-party
Performance Continuous
Manage
Service
Third-party
Performance Continuous
Services
and Capacity
Service
Service
Levels
Services
and Capacity
Service
Levels
Educate
Educate
and
and
Train Users
Train Users
Ensure
Ensure
System
System
Security
Security
Assist and
Manage
Assist and
Advise
Manage
Manage
Manage
Problems and Manage
Advise
Manage
IT
ConfigurationProblems and
Data
Incidents
IT
Configuration
Data
Customers
Incidents
Customers
Identify
Manage
Identify
and Allocate Manage
Operations
and Allocate
Costs
Operations
Costs
Manage
Manage
Facilities
Facilities
Studium Generale-FTI-UII: IS
Audit
4
0
Acquireand
andImplement
Implement
Acquire
Planand
andOrganise
Organise
Plan
Define
Define
Strategic
Strategic
IT Plan
IT Plan
Determine
Define
Determine
Define
Information Technological
Information Technological
Architecture Direction
Architecture Direction
Define IT
Communicate
Define IT
Organisation
Manage ITCommunicate
Aims and
Organisation
Manage IT
and
Investment Aims and
Direction
and
Investment
Relationships
Direction
Relationships
Manage
Manage
Human
Human
Resource
Resource
Ensure
Ensure
Compliance
Compliance
with External
with External
Standards
Standards
Manage
Manage
Projects
Projects
Assess
Assess
Risks
Risks
Manage
Manage
Quality
Quality
Acquire and
Identify
Acquire and
Maintain
Identify
Automated
Maintain
Application
Automated
Solutions Application
Software
Solutions
Software
Monitor
Monitor
the
the
Process
Process
Obtain
Obtain
Independent
Independent
Assurance
Assurance
Provide
Provide
Independent
Independent
Audit
Audit
Manage
Manage
Change
Change
ITIL
ITIL
plusSupport
PRINCE2Project
Project
Management
Service
Support
Service
Delivery
plus
PRINCE2
Management
Service
Service
Delivery
Service
Service
Desk
Desk
Service
Availability
Capacity
Service
Incident
Problem
Level
Availability
Capacity
Incident
Problem
Management Management
Level
Management Management Management
Management Management Management Management Management
Financial
Continuity
Change
Release
Configuration
Financial
Continuity
Change
Release
Configuration
Management Management Management Management Management
Management Management Management Management Management
Monitorand
andEvaluate
Evaluate
Monitor
Assess
Assess
Internal
Internal
Control
Control
Adequacy
Adequacy
Install and
Install and
Accredit
Accredit
Systems
Systems
Deliverand
andSupport
Support
Deliver
Define and
Manage
Manage
Ensure
Define and
Manage
Manage
Manage
Ensure
Third-party
Performance Continuous
Manage
Service
Third-party
Performance Continuous
Services
and Capacity
Service
Service
Levels
Services
and Capacity
Service
Levels
Educate
Educate
and
and
Train Users
Train Users
Ensure
Ensure
System
System
Security
Security
Assist and
Manage
Assist and
Advise
Manage
Manage
Manage
Problems and Manage
Advise
Manage
IT
ConfigurationProblems and
Data
Incidents
IT
Configuration
Data
Customers
Incidents
Customers
Identify
Manage
Identify
and Allocate Manage
Operations
and Allocate
Costs
Operations
Costs
Manage
Manage
Facilities
Facilities
Studium Generale-FTI-UII: IS
Audit
4
1
Acquireand
andImplement
Implement
Acquire
Planand
andOrganise
Organise
Plan
Define
Define
Strategic
Strategic
IT Plan
IT Plan
Determine
Define
Determine
Define
Information Technological
Information Technological
Architecture Direction
Architecture Direction
Define IT
Communicate
Define IT
Organisation
Manage ITCommunicate
Aims and
Organisation
Manage IT
and
Investment Aims and
Direction
and
Investment
Relationships
Direction
Relationships
Manage
Manage
Human
Human
Resource
Resource
Ensure
Ensure
Compliance
Compliance
with External
with External
Standards
Standards
Manage
Manage
Projects
Projects
Assess
Assess
Risks
Risks
Acquire and
Identify
Acquire and
Maintain
Identify
Automated
Maintain
Application
Automated
Solutions Application
Software
Solutions
Software
Monitor
Monitor
the
the
Process
Process
Obtain
Obtain
Independent
Independent
Assurance
Assurance
Provide
Provide
Independent
Independent
Audit
Audit
Management Management
ManagementManagement Management
Management
Financial
Continuity
Change
Release
Configuration
Financial
Continuity
Change
Release
Configuration
Management Management Management Management Management
Management Management Management Management Management
Monitorand
andEvaluate
Evaluate
Monitor
Assess
Assess
Internal
Internal
Control
Control
Adequacy
Adequacy
Manage
Manage
Change
Change
ITIL
ITIL
plusSupport
PRINCE2Project
Project
Management
Service
Support
Service
Delivery
plus
PRINCE2
Management
Service
Service
Delivery
Service
Availability
Capacity
Service
Service plus
Incident
Problem Quality
ISO
9001
Management
Level
Availability
Capacity
Service plus
Incident
Problem
Management Management
ISO 9001
Quality
Management
Level
Desk
Management
Management
Desk
Manage
Manage
Quality
Quality
Install and
Install and
Accredit
Accredit
Systems
Systems
Deliverand
andSupport
Support
Deliver
Define and
Manage
Manage
Ensure
Define and
Manage
Manage
Manage
Ensure
Third-party
Performance Continuous
Manage
Service
Third-party
Performance Continuous
Services
and Capacity
Service
Service
Levels
Services
and Capacity
Service
Levels
Educate
Educate
and
and
Train Users
Train Users
Ensure
Ensure
System
System
Security
Security
Assist and
Manage
Assist and
Advise
Manage
Manage
Manage
Problems and Manage
Advise
Manage
IT
ConfigurationProblems and
Data
Incidents
IT
Configuration
Data
Customers
Incidents
Customers
Identify
Manage
Identify
and Allocate Manage
Operations
and Allocate
Costs
Operations
Costs
Manage
Manage
Facilities
Facilities
Studium Generale-FTI-UII: IS
Audit
4
2
Acquireand
andImplement
Implement
Acquire
Planand
andOrganise
Organise
Plan
Define
Define
Strategic
Strategic
IT Plan
IT Plan
Determine
Define
Determine
Define
Information Technological
Information Technological
Architecture Direction
Architecture Direction
Define IT
Communicate
Define IT
Organisation
Manage ITCommunicate
Aims and
Organisation
Manage IT
and
Investment Aims and
Direction
and
Investment
Relationships
Direction
Relationships
Manage
Manage
Human
Human
Resource
Resource
Ensure
Ensure
Compliance
Compliance
with External
with External
Standards
Standards
Manage
Manage
Projects
Projects
Assess
Assess
Risks
Risks
Acquire and
Identify
Acquire and
Maintain
Identify
Automated
Maintain
Application
Automated
Solutions Application
Software
Solutions
Software
Monitor
Monitor
the
the
Process
Process
Obtain
Obtain
Independent
Independent
Assurance
Assurance
Provide
Provide
Independent
Independent
Audit
Audit
Management Management
ManagementManagement Management
Management
Financial
Continuity
Change
Release
Configuration
Financial
Continuity
Change
Release
Configuration
Management Management Management Management Management
Management Management Management Management Management
plusInvestors
Investors
In17799
People(IIP)
(IIP)
plus
In
People
plus
ISO
plus ISO 17799
InformationSecurity
Security
Information
Monitorand
andEvaluate
Evaluate
Monitor
Assess
Assess
Internal
Internal
Control
Control
Adequacy
Adequacy
Manage
Manage
Change
Change
ITIL
ITIL
plusSupport
PRINCE2Project
Project
Management
Service
Support
Service
Delivery
plus
PRINCE2
Management
Service
Service
Delivery
Service
Availability
Capacity
Service
Service plus
Incident
Problem Quality
ISO
9001
Management
Level
Availability
Capacity
Service plus
Incident
Problem
Management Management
ISO 9001
Quality
Management
Level
Desk
Management
Management
Desk
Manage
Manage
Quality
Quality
Install and
Install and
Accredit
Accredit
Systems
Systems
Deliverand
andSupport
Support
Deliver
Define and
Manage
Manage
Ensure
Define and
Manage
Manage
Manage
Ensure
Third-party
Performance Continuous
Manage
Service
Third-party
Performance Continuous
Services
and Capacity
Service
Service
Levels
Services
and Capacity
Service
Levels
Educate
Educate
and
and
Train Users
Train Users
Ensure
Ensure
System
System
Security
Security
Assist and
Manage
Assist and
Advise
Manage
Manage
Manage
Problems and Manage
Advise
Manage
IT
ConfigurationProblems and
Data
Incidents
IT
Configuration
Data
Customers
Incidents
Customers
Identify
Manage
Identify
and Allocate Manage
Operations
and Allocate
Costs
Operations
Costs
Manage
Manage
Facilities
Facilities
Studium Generale-FTI-UII: IS
Audit
4
3