How can you recommend ITOM improvement actions from IT audit findings?

2 Analyze the root causes

The next step is to analyze the root causes of the audit findings and their underlying factors. You need to use various tools and techniques, such as the 5 Whys, fishbone diagrams, or Pareto charts, to dig deeper into the sources of the problems and their effects on your ITOM performance. You should also consider the interrelationships and dependencies among the different ITOM processes and how they influence each other. You should involve your ITOM team and other relevant parties in the analysis to gain different perspectives and insights.

3 Define the improvement objectives

The third step is to define the improvement objectives that you want to achieve from addressing the audit findings. You need to set specific, measurable, achievable, relevant, and time-bound (SMART) goals that align with your ITOM vision and mission. You should also establish the key performance indicators (KPIs) and targets that will help you measure and monitor your progress and outcomes. You should communicate your improvement objectives to your ITOM team and other stakeholders to ensure their buy-in and commitment.

4 Develop the improvement actions

The fourth step is to develop the improvement actions that will help you reach your improvement objectives. You need to brainstorm and evaluate various options and alternatives, such as implementing new technologies, processes, policies, or standards, improving existing ones, or eliminating unnecessary or redundant ones. You should also consider the costs, benefits, risks, and resources of each option and select the most suitable and feasible ones. You should document your improvement actions in a clear and concise manner and assign roles and responsibilities for their execution.

5 Implement the improvement actions

The fifth step is to implement the improvement actions according to your plan and schedule. You need to follow the best practices of project management and change management to ensure a smooth and successful implementation. You should also communicate and coordinate with your ITOM team and other stakeholders throughout the implementation process and address any issues or challenges that may arise. You should document and report your implementation activities and results and seek feedback and support from your ITOM team and other stakeholders.

6 Evaluate the improvement results

The final step is to evaluate the improvement results and compare them with your improvement objectives and targets. You need to collect and analyze the data and evidence from your KPIs and other sources and determine the extent and quality of your improvement. You should also identify the lessons learned, best practices, and opportunities for further improvement. You should share and celebrate your improvement results and achievements with your ITOM team and other stakeholders and acknowledge their contributions and efforts.