III.D.2 Performance Benchmarks
Management should periodically review the institution's IT functions and determine whether plans, goals, and expectations are on target. Given the cost of and business reliance on IT functions, failure to perform such monitoring could put an institution at risk. Management should establish performance benchmarks or standards for IT functions and monitor them on a regular basis. Such monitoring can provide assurance that IT functions are meeting the defined benchmarks and can identify potential problem areas. Areas to consider include mainframe and network availability, data center availability, system reruns, A system rerun is a method of correcting an error that occurs during processing. An entire job or selection of jobs may have to be rerun to correct the error. out-of-balance conditions, response time, error rates, data entry volumes, special requests, and problem reports. Management should evaluate outsourced relationships by measuring performance against SLAs.
III.D.3 Service Level Agreements