• p.23 2.3 Formulação do sistema de medição do desempenho
• p.26 3.2 Relacionamento com os cidadãos-usuários
• cmp01.Completion.CL2: (Plan) Plan and track completion of the sourced service.
• mgt02.Delivery.CL2: (Procedure) Establish and implement procedures to monitor and verify that service commitments are being met.
• mgt05.Delivery.CL2: Participate in problem and incident monitoring and resolution.
• p.60 PO8 Manage Quality.
• p.102 DS1.6 Review of Service Level Agreements and Contracts. Regularly review SLAs and underpinning contracts (UCs) with internal and external service providers to ensure that they are effective and up to date and that changes in requirements have been taken into account.
• p.106 DS2 Manage Third-party Services.
• p.106 DS2.3 Supplier Risk Management. Identify and mitigate risks relating to suppliers’ ability to continue effective service delivery in a secure and efficient manner on a continual basis. Ensure that contracts conform to universal business standards in accordance with legal and regulatory requirements. Risk management should further consider non-disclosure agreements (NDAs), escrow contracts, continued supplier viability, conformance with security requirements, alternative suppliers, penalties and rewards, etc.
• p.106 DS2.4 Supplier Performance Monitoring. Establish a process to monitor service delivery to ensure that the supplier is meeting current business requirements and continuing to adhere to the contract agreements and SLAs, and that performance is competitive with alternative suppliers and market conditions.
• p.114 DS4.3 Critical IT Resources. Focus attention on items specified as most critical in the IT continuity plan to build in resilience and establish priorities in recovery situations. Avoid the distraction of recovering less-critical items and ensure response and recovery in line with prioritised business needs, while ensuring that costs are kept at an acceptable level and complying with regulatory and contractual requirements. Consider resilience, response and recovery requirements for different tiers, e.g., one to four hours, four to 24 hours, more than 24 hours and critical business operational periods.
• p.130 DS8 Manage Service Desk and Incidents.
• p.138 DS10 Manage Problems.
• p.154 ME1 Monitor and Evaluate IT Performance.
• 3Mon-a2. trocar informações sobre o progresso técnico
• 3Mon-a3. inspecionar o desenvolvimento com o fornecedor
• 3Mon-a4. monitorar a aquisição
• 3Mon-a6. acompanhar problemas
• p.148 ...Monitorar execução da Ordem de serviço (Sugestão)
• p.150 ...Acompanhar a transferência dos resultados do serviço (Sugestão)