How do you audit a service management platform without turning it into a generic checklist?
author: AcadiFi Team
Answer:
Start with how the platform supports the organization. Identify the business processes, data, users, clients, integrations, reports, and service commitments that depend on it. Then build audit objectives around the main risks: governance, access, client segregation, data quality, change control, workflow configuration, incident handling, SLA calculations, integrations, and monitoring.
A generic checklist asks whether features exist. A risk-based audit tests whether controls are designed and operating for the platform's actual use. For example, if the platform supports multiple clients, data segregation and role design are key objectives. If it drives service-level reporting, SLA logic and dashboard accuracy need testing.
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