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Cause of the Condition <br /> <br />DIT help desk management's low prioritization of monitoring and oversight practices offer areas <br />of improvement in establishing and implementing such activities in their daily operations. <br /> <br />Effect of the Condition <br /> <br />Management is unable to enforce quality control issues, ensure resources are adequately <br />allocated, and ensure efficiency, effectiveness, and satisfaction of help desk services provided to <br />end-users. <br /> <br />Finding 3: Lack of Monitoring and Oversight <br /> <br />Recommendation 3: Increase Monitoring and Program Oversight <br /> <br />We recommend DIT's help desk memorialize and maintain routine monitoring and oversight <br />procedures for internal controls to ensure their effectiveness in the help desk's day-to-day <br />operations. Elements should include: <br /> <br />a. Developing a process for monitoring help desk staff productivity and performance to <br />identify improvement areas and optimize service delivery. <br /> <br />b. Defining service -level expectations and metrics to ensure that the helpdesk meets <br />department goals and expectations and provides high-quality service to end-users. <br /> <br />c. Implement regular oversight reviews to ensure that the helpdesk is complying with <br />applicable industry best practices, laws, and governance and is achieving the expected <br />results. <br /> <br />d. Provide clear direction and expectations for helpdesk staff to ensure they work <br />effectively and efficiently towards department goals. <br /> <br />e. Ensure that dedicated oversight is responsible for reviewing and monitoring the helpdesk <br />service to identify and address any issues or areas for improvement. <br /> <br />25 Lack of Monitoring and Oversight <br />