COBIT Framework Performance Summary

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Planning and Organization | Acquisition and Implementation | Delivery and Support | Monitoring

ebc IT Governance Commitments

PO: Planning and Organization		Performance Target...
Control Objective & Performance Target	Service Variations	Acknowledgment within..	To Be Actioned By..	Target Completion within..	Permissable % Variance
PO01 - IT Strategic Planning	Snr Mgmt request...CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595
System Assessment	Standard	2 days	Snr Mgmt Request	30 days
PO02 - IT Architectural Services	Ron Huxter - 416-326-9440
PO03 - IT Plan	Budget cycle...CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595
Operational Plan	Standard		Annual deadline	specified date	Chris Renaud 416-326-1660
PO04 - IT Organizational Review	Snr Mgmt request...CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595
Org. Achievement Review	Standard	2 days	Snr Mgmt Request	30 days
Quality Assurance Review	Standard	2 days	Snr Mgmt Request	30 days
IT Security Review	Standard	2 days	Snr Mgmt Request	30 days
PO05 - IT Budget Review	Trudy Hall - 416-326-4469
PO06 - IT Marketing	CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595
PO07 - Personnel Management			Trudy Hall - 416-326-4469
PO08 - External Requirements	PMO/Kevin Griffin - 416-327-8022
Requirements Assessment	Standard	2 days	Snr Mgmt Request	30 days
PO09 - Risk Management..			John Lorenc - 416-212-2839
Threat-Risk or Vulnerability		2 days	Snr Mgmt Request	30 days
PO10 - Project Management			PMO/Kevin Griffin - 416-327-8022 CBS Sharon Harvey - 416-326-9437 EDT/ENE Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595 AS Ray Nakano - 416-326-9417
Service Standards			Upon Request	10 days	20%
Cost estimation	Standard	2 days	Snr Mgmt Request	10 days	20%
	Complex	2 days	Snr Mgmt Request	20 days	50%
Project Delivery	All deliverables met		On project end		10%
	Projects Completed on time		on project end		10%
	Projects Completed within budget		on project end		10%
PO11 - Quality Management..			PMO/AS/ITS unspecified
Customer Satisfaction	Overall rating		Annually	80% rating	20%
	Snr client feedback		Annually
	Technology Desk rating		1 out of 15 Incident Tickets	3.5 out of 5 rating
AI: Acquisition and Implementation		Performance Target...
Control Objective & Performance Target	Service Variations	Acknowledgment within..	To Be Actioned By..	Target Completion within..	Permissable % Variance
AI01 - Automated Solution Identification	CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595 AS Ray Nakano - 416-326-9417
Requirements Definition	Basic	5 days	BSM, AS, ITS	30 days	5%
AI02 - Application Software Acquisition and Maintenance			Ray Nakano - 416-326-9417
Software Build and Test	Basic	5 days	AS Project Mgrs	Per Project Charter	10%
AI03 - Technical Infrastructure Acquisition & Maintenance..			Ron Brittain - 416-326-7131
Workstation Provision	Basic STD PC	1 day	Service Request	8 days	5%
	Accelerated STD PC	1 day	Service Request	5 days	5%
	Additional approved SW	1 day	Service Request	5 days	5%
	Additional non-approved SW	1 day	Service Request	7 days	5%
Employee Setup	Basic	1 day	Service Request	2 days	5%
Network Access	Basic	1 day	Completed NARF	5 days	5%
E-Mail Access	Basic	1 day	Service Request	2 days	2%
Password Resets	Domain logon	20 sec	Service Request	1 hr	5%
	App logon	20 sec	Service Request	2 hrs	5%
Network Move/Add/Change	1 to 5 jacks	2 days	Service Request	5 days	5%
	6 to 10 jacks			10 days
	11 to 16 jacks			15 days
	17+ jacks			8 wks or as arranged
	Onsite visit	2 days	MAC Acknowledgement	5 days	5%
Activation or De-activation	Basic	2 days	Service Request	5 days	5%
WS Configuration Change	SW only change	2 days	Service Request	2 days	5%
	Part(s) In-Stock			2 days
	Parts Need to be Ordered			15 days
WS Re-Image	PC Operational	2 days	Service Request	2 days	5%
	Machine Failure			5 days	5%
Mobile Services	RAS-VPN Dial-in	2 days	Service Request and User dial-in number	5 days	2%
	VPN High Speed	2 days	Service Request and existing ISP	DSL: 7 days, Cable: 17 days	5%
	Hand-held In-Stock	1 day	Service Request and existing wireless provider	2 days	5%
	Hand-held Out-of-Stock	1 day	Service Request and existing wireless provider	15 days	5%
AI04 - Technology Procedures Documentation and Maintenance..			Brian Speed - 416-326-9480
ITSM website	HTML static page		Mgmt Approval for posting	15 days	5%
AI05 - System Implementation and Accreditation..			Ray Nakano - 416-326-9417
User Acceptance Testing	Limited Test	1 day	CAB Approval	2 days	5%
	Regression Test	1 day	CAB Approval	20 days	10%
	New System Test	1 day	Per Release Plan	30 days	10%
Release Management	Standard	1 day	CAB Approval	20 days	10%
HW / SW Rollout	Standard	1 day	ebc CAB Approval	60 days	10%
AI06 - Change Management..			Dean Johnson - 416-326-9472
Change Approval	Standard	2 days	RFC	8 days	5%
	Emergency		Sev 1 Incident	1 day	20%
Server Re-configuration	Simple	2 days	CAB approval	change window	5%
	Complex			change window	5%
Firewall MAC	Cluster Managed	2 days	RFC to ebcCorporate CAB	12 days	5%
	EDS/iSERV/DMZ Managed			17 days
	Emergency	15 min	Emergency Change approval	ASAP	2%
IP Address Changes	ebc-hosted servers	2 days	RFC to ebcCorporate CAB	5 days	5%
	iSERV-hosted servers			15 days
Equipment Refresh	Basic	30 days of lease expiration	Per Project Charter	Per Project plan	5%
New app/web/db server	iSERV-hosted	2 days	RFC to CAB	16 weeks	2%
Voice processing modifications	Premium	2 days		TBD	TBD
ACD Software Changes	Premium	2 days		TBD	TBD
DS: Delivery and Support		Performance Target...
Control Objective & Performance Target	Service Variations	Acknowledgment within..	To Be Actioned By..	Target Completion within..	Permissable % Variance
DS01 - Service Level Management..			CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595
SLA Maintenance	Basic	2 months prior	Specific date	60 days	5%
DS02 - Contract Management			Arch - Ron Huxter - 416-326-9440 ITS - Ron Brittain - 416-326-7131 AS - Ray Nakano - 416-326-9417 BM - Trudy Hall - 416-326-4469 PMO - Kevin Griffin - 416-327-8022
HW Lease Management	Basic	1 day	Purchase Order	14 days	5%
DS03 - Availability/Capacity Management..			Robert Martin - 416-326-7132 Ray Nakano - 416-326-9417
Application Servers	Basic		Availability Reporting	98% uptime	2%
Web Site Availability	Business Hours		Monthly Reporting	99.9% uptime	.1%
	Non-business Hours		Monthly Reporting	99.0% uptime	1%
E-Mail Availability	Business Hours		Monthly Reporting	99.9% uptime	.1%
	Non-business Hours		Monthly Reporting	99.0% uptime	1%
Network Availability	24x7x365		Monthly Reporting	98.5% uptime	1.5%
Internet Gateway	Business Hours		Monthly Reporting	99.0% uptime	1%
	Non-business Hours		Monthly Reporting	98.0% uptime	2%
Server Restoration	Per Incident Severity		Incident Reporting	Per Incident severity under DS10 - Incident/Problem Mgmt
DS04 - Service Continuity Management..			Ron Brittain - 416-326-7131 Ray Nakano - 416-326-9417
DS05 - IT Security Management..			John Lorenc - 416-212-2839
Logon/Application ID/PW Issuance	Basic	1 day	Completed NARF form	5 days	5%
	Premium	1 day	Special Request	1 day	5%
PKI Certificate Modification	Premium	1 day	Service Request	10 days	5%
Security Advisory Issuance	Basic	same day	Mgmt Authorization	same day	5%
CPIC Security Clearance	Premium	2 days	Mgmt Authorization	5 days	5%
OPP Full Background Check	Premium	2 days	Mgmt Authorization	90 days	5%
DS06 - Cost Management			CIO, Heads, BSMs
DS07 - Client Education and Training..			CBS Sharon Harvey - 416-326-9437 EDT/ENERGY Joan Berry - 416-326-7133 MOL Brian Miki - 416-212-0595
DS08 - Advise and Assist Clients			Mara Goba - 416-326-7945
Technology Service Desk	Basic	20 sec	Tech Service Desk phone call	< 15 min	75%
Referral to CTI Group	Basic	20 sec	Creation of Incident Ticket	30 min	5%
DS09 - Configuration Management			Robert Martin - 416-326-7132
Configuration Management	Basic			48 hrs	5%
DS10 - Incident and Problem Management..			Incident: Mara Goba - 416-326-7945 Problem: Dean Johnson - 416-326-9472
IT Service Failure	Severity 1	20 sec	Per Severity Protocols	8 hrs	5%
	Severity 2	20 sec	60 minutes	48 hrs	5%
	Severity 3	20 sec	8 hrs	5 days	10%
Deskside Support	Basic	20 sec		8 hrs	25%
	Premium		Onsite within 4 hrs	4 hrs	10%
	Premium		Onsite visit	1.5 hrs	10%
Server Configuration Fix	Emergency	15 min	Onsite visit	4 hrs	20%
File Restoration	Simple online, non-email	same day		2 days	5%
	Complex offline, non-email	same day		10 days	5%
	Email <7 days	same day		2 days	5%
	Email >7 days	2 days		5 days	5%
Network Restoration	Basic	15 min	triage	8 hrs	5%
	EDS Level 2 Premium	30 min	triage	4 hrs	2%
	EDS Level 3 Premium	30 min	triage	2 hrs	2%
Performance Investigation	Basic		triage per Severity protocol	10 days	10%
Voice and ACD Failure	Basic	2 hrs	triage	per severity protocol	10%
Problem Management	Basic		Mgmt request	10 days	10%
DS11 - Data Management			Ray Nakano - 416-326-9417
Backup Management	ebc-hosted database servers	daily verification	set time	overnight	5%
	ebc-hosted file servers	daily verification	set time	overnight	5%
DS12 - Facilities Management..			Robert Martin - 416-326-7132
DS13 - Operations Management..			Robert Martin - 416-326-7132
M: Monitoring		Performance Target...
Control Objective & Performance Target	Service Variations	Acknowledgment within..	To Be Actioned By..	Target Completion within..	Permissable % Variance
M01 - Process Monitoring			Brian Speed - 416-326-9480
Monthly Usage Reporting	Basic			15 days of mths end	5%
M02 - Internal Control Review
M02 - Independent Assurance
M04 - Independent Audit