The Deputy Minister of Labour should put in place a process to monitor and monitor client problems to enable a quick solution by clearly defining resolution procedures and action plans and ensuring continuous improvement in the management of service level agreements. Is there not enough documentation in the standards and application guides of the Institute of Internal Auditors? For more information, please visit the www.theiia.org website. As I understand it, an agreement on the service level agreement is roughly what should be in the audit charter and the audit plan. As noted below, SLAs are used between a department and its key customers/clients. As an internal audit, our main client is the audit committee. We present to the audit committee a preliminary plan identifying areas at risk and our audit plan in these areas. We will then provide updates later this year. Our KPIs are measured in a few ways, first the number of results per audit unit (i.e. the number of audit reports issued), the number of problems by industry and degree of severity (type 1, type 2, etc.), a summary of audits with improved needs or unsatisfactory evaluations, and we did an investigation of the units we audited. The last point is something we do, where we list what we believe, it`s value added and we give them an estimate of what it would have cost them to have outside service (basically, we take 100 x hours), and then they rank us 1-4 on the extent to which they agree/no, that we provided that value.

A full service level agreement is an essential condition for providing or maintaining an important service. It simply defines the parameters of the delivery of this service for the benefit of both parties. Rothstein Catalog on Disaster Recovery A comprehensive resource for news, articles and books on disaster recovery, service level agreements and management advice. There appears to have been sufficient interest, as the following responses are followed by examples of service agreements for subscribers to the AuditNet list. Thank you to everyone who responded, and even more thanks to those who shared their service agreements for the benefit of all. The following test criteria were used in this trial. The criteria are based on the control objectives for information and related technology (COBIT 4.1) framework, in particular the DS1 domain (definition and management of service levels). Shared Services Canada (SSC) was established in August 2011. At that time, the department inherited 1,553 public works and government services service level agreements for a total value of $311,539,726. Two of these agreements concerned the management of Blue Pages, a telephone directory that lists government organizations and public servants. The Blue Pages contain a section for the House of Commons. The quality of the agreement is therefore of considerable importance.

It must be complete, complete and accurate in its coverage. It is important that both parties understand the content and obligations described in it. Do you have examples of service plans and service contracts for internal audit services? The purpose of this audit was to provide assurance that there were appropriate governance and internal controls for House of Commons level of service agreements as part of the national coordination of blue-page registrations. Because we are a public sector organization, we use ALS as a basis for providing services with our clients, as contracts would not be legally binding. A service level agreement is a formal agreement between two or more parties (between departments, between a service and a common or common service provider or between different levels of government) that articulates the terms of a given service relationship. The Deputy Minister, Projects and Customer Relations should put in place a process to ensure that existing and new service level agreements, which involve contracts with third parties, are consistent with the Government of Canada`s contractual policy.