Purpose

To increase the knowledge about COBIT5, and mapping this to the

daily work within the IT Department

How we did this ?

Develop an SLA matrix, with indication of responsibilities and

estimated effort

Describe the related Service Definitions

Add KPI’s to each Service Definition

Define KPI’s
Add KPI’s to each Service Definition,
 Based on COBIT goals and metrics
 Mapping of Services with COBIT5 processes
 Explain to IT manager and service owners

 Agree with service owners on

 what can be measured
 How and frequency
SLA Matrix
Service Definition D&I responsibles Support requirements Business Owner
ID Category Sub-Category Task Description Service 1st line or 2nd line or Back-up 3rd party # per calculated Back-up Function Name
provided SPOC Backup effort week/month/ FTE's effort
during year

per per p
year year e
r
M1-1 WG Member WG DEG Provide WG DEG Link to M1-1 Office hours Philippe 3 days / 0,15 0,00 Convenor DEG Raymond Kok
Support secretariat Lagarrigue month
services
M1-1 WG Member WG DEG Provide WG DEG Link to M1-1 Office hours Philippe 3 days / 0,15 0,00 Convenor DEG Raymond Kok
Support support Lagarrigue month
M1-2 WG Member WG MIT Provide WG MIT Link to M1-2 Office hours Dalius Sulga Ewelina 25% 1 days / 0,05 0,01 Convenor MIT Cristina Cortino
Support support Cupryn month /TPSG
M1-3 WG Member WG CSG WG CSG Support Link to M1-3 Office hours Keith Buzzard Kees de Jong 10% 3 weeks / 0,07 0,01 Manager SOC Steve Heather
Support year
M1-4 WG Member WG TPC Organise TPC Link to M1-4 Office hours TP Task Force 3 days / 0,15 0,00 Convenor MIT Cristina Cortino
Support meetings (Ewelina) month /TPSG

M1-4 WG Member WG TPC TPC Link to M1-4 Office hours TP Task Force 1d / month 0,05 0,00 Convenor MIT Cristina Cortino
Support administration (Ewelina) /TPSG
M1-5 WG Member WG CIO/LIO CIO coordinator Link to M1-5 Office hours Ioannis Cristina 15 day, 2/year 0,14 0,06 Convenor EDI Maurizio Monti
Support Daoutidis Danilov 7 day, 2/year
for assisting

M1-5 WG Member WG CIO WG CIO Support Link to M1-5 Office hours Ioannis 5 days / year 0,02 0,00 Convenor EDI Maurizio Monti
Support Daoutidis
M1-6 WG Member WG SDGS WG SDGS Link to M1-6 Office hours Eric Devillers Adam 10% 2 days / 0,10 0,01 Convenor SDGS Christian
Support Support Abramowicz month Pennerstorfer
M1-7 WG Member WG IOP Interoperability Link to M1-7 Office hours Ioannis 10 days / year 0,05 0,00 Convenor EDI Maurizio Monti
Support Preparation and Daoutidis
Test
M1-8 WG Member WG EIC Convenor EIC Link to M1-8 Office hours Ioannis 8 days, 6/year 0,22 0,00 Convenor EDI Maurizio Monti
Support subgroup : Daoutidis
2 days meeting, 3
days minutes, 3
days cleansing
M2-1 Legally Transparency Manage TP Link to M2-1 Office hours TP Task Force 2.2 persons * 1,32 0,00 Manager Markets Zoltan Gyulay
mandated tasks Platform support (EMFIP) 3 days / week

M2-1 Legally Transparency Manage CR's for Link to M2-1 Extended TP Task Force 1 day / Week 0,20 0,00 IT Manager Kees de Jong
mandated tasks Platform support EMFIP Office hours
starting in
June
SLA Matrix, with totals per person/group

TOTAL calculated FTE per person 1st line or SPOC

as Backup TOTAL
Cristina Danilov 0,70 0,27 0,97
Eric Baggen 0,50 0,00 0,50
Ioannis Daoutidis 1,05 0,00 1,05
Keith Buzzard 0,87 0,00 0,87
Kees de Jong 1,00 0,05 1,05
Martin Kuijs 1,35 0,61 1,96
Philippe Lagarrigue "80% 1,31 0,01 1,32
New SharePoint colleague "80% 0,35 0,04 0,39
Adam Abramowicz 0,45 0,17 0,62
Eric Devillers 0,88 0,14 1,02
Peter Vieveen 0,60 0,00 0,60
Data Management group 0,00 0,00 0,00 2,23
Dalius Sulga 0,05 0,06 0,11
Ewelina Cupryn 0,00 0,01 0,01
Christophe Montoisy 0,65 0,27 0,92
Eddie Pick 0,00 0,00 0,00
TP Task Force 2,00 0,00 2,00 3,04
Jean-François Zeebroek 0,00 0,00 0,00
Bjorn Palmkoeck 0,00 0,00 0,00
SD Service Desk 3,02 0,00 3,02 3,02
D&I Services Overview
D&I Services Definitions
Mapping COBIT Processes to D&I Services