2023-02 Department of Information Technology Help Desk and Help Desk Work Orders

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Objective, Scope & Methodology Objective To evaluate if the Department of Information Technology's help desk and help desk work orders are effectively designed to ensure compliance with industry standards. Scope The audit evaluated the help desk and help desk work orders from July 2020 to September 2022. The audit was conducted from November 2022 to April 2023. Methodology To accomplish our objective, we conducted the following activities: • Developed an understanding of policies, procedures, practices, and internal controls over help desk and help desk work orders. • Assessed compliance with applicable laws, governance, and standards such as: o Control Objectives for Information and Related Technologies (COBIT-19) o Information Technology Service Management (ITSM) o Information Technology Infrastructure Library (ITIL) • Corroborated information with appropriate staff • Reviewed, as necessary, information pertinent to help desk and work orders. • Conducted site visits to observe monitoring and oversight practices. • Noted exceptions and identified areas for improvement. • Was mindful of potential fraud, waste, and abuse during the audit. We conducted this performance audit in accordance with generally accepted government auditing standards. These standards require that we plan and perform the audit to obtain sufficient, appropriate evidence to provide a reasonable basis for our findings and conclusions based on our audit objectives. We believe that the evidence obtained provides a reasonable basis for our findings and conclusions based on our audit objectives. 6 Objective, Scope, and Methodology