Lack of Formal Enterprise Ticketing System
Severity Level: Priority 3 Category: Operations / Efficiency
Description: The bank lacks a formal enterprise ticketing system (e.g., Autotask) for internal IT support. Users currently directly contact IT employee via cell phone or email, which is unsustainable and lacks history, accountability, and change control management. This also contributes to inadequate communication, leading to delays and inefficiencies in end-user support.
Impact:
- Delays in issue resolution, reducing employee productivity and customer service quality.
- Lack of visibility into IT support trends, hindering proactive issue management.
- Scalability issues as the bank grows, exacerbating inefficiencies.
FFIEC Reference:
- FFIEC IT Examination Handbook, Operations (July 2004):
- "Institutions should implement systems to manage IT support efficiently and track issues." (p. 18)
- "Effective IT operations require processes to ensure timely issue resolution." (p. 20)
Recommendations:
- Evaluate and implement a robust ticketing system (e.g., Autotask, ServiceNow) to streamline IT support, track issues, and generate reports.
- Involve IT staff in the selection process to ensure the solution meets operational needs.
- Train employees on using the ticketing system to reduce reliance on direct calls or emails.