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Controls Should Be Strengthened to Ensure Timely Resolution of Information Technology Incident Tickets

Report Information

Date Issued
Report Number
2019-20-055
Report Type
Audit
Joint Report
Yes
Participating OIG
Treasury Inspector General for Tax Administration
Agency Wide
Yes (agency-wide)
Questioned Costs
$0
Funds for Better Use
$0
View Report

Recommendations

The Chief Information Officer should update incident management performance goals and renegotiate specific levels of service to better reflect current resource allocations.

The Chief Information Officer should update incident management performance metrics to better align with overall program objectives and expanded use in daily operations.

The Chief Information Officer should ensure that all incident assessments and actions performed are documented in incident tickets to provide a complete historical record of all activities. This includes an updated description in the Activities section as to why the ticket is reassigned and what, if any, actions have been taken prior to the reassignment.