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Establish, implement, and maintain Operational Level Agreements.


CONTROL ID
13637
CONTROL TYPE
Establish/Maintain Documentation
CLASSIFICATION
Preventive

SUPPORTING AND SUPPORTED CONTROLS



This Control directly supports the implied Control(s):
  • Establish, implement, and maintain a supply chain management program., CC ID: 11742

This Control has the following implementation support Control(s):
  • Include technical processes in operational level agreements, as necessary., CC ID: 13639


SELECTED AUTHORITY DOCUMENTS COMPLIED WITH



  • Define OLAs that explain how the services will be technically delivered to support the SLA(s) in an optimal manner. The OLAs should specify the technical processes in terms meaningful to the provider and may support several SLAs. (DS1.4 Operating Level Agreements, CobiT, Version 4.1)
  • Understand the communications, records capabilities, and needs of the Contractor which is accessing federal and state records through or because of its relationship with the CGA. (§ 3.2.7 ¶ 1(1), Criminal Justice Information Services (CJIS) Security Policy, CJISD-ITS-DOC-08140-5.8, Version 5.8)
  • Maintain and update manuals applicable to the effectuation of the agreement, and provide them to the Contractor. (§ 3.2.7 ¶ 1(4), Criminal Justice Information Services (CJIS) Security Policy, CJISD-ITS-DOC-08140-5.8, Version 5.8)
  • Maintain and update manuals applicable to the effectuation of the agreement, and provide them to the Contractor. (§ 3.2.7 ¶ 1 4., Criminal Justice Information Services (CJIS) Security Policy, CJISD-ITS-DOC-08140-5.9.1, Version 5.9.1)
  • Utilizes documented OLAs or another method to communicate and coordinate the entity's business requirements to personnel responsible for the execution of service management functions. (App A Objective 16:1b, FFIEC Information Technology Examination Handbook - Architecture, Infrastructure, and Operations, June 2021)
  • Services offered and SLA, OLA, or contractual provisions. (App A Objective 16:1a Bullet 1, FFIEC Information Technology Examination Handbook - Architecture, Infrastructure, and Operations, June 2021)