Events & webcasts




Event type:



Event location:



Recommended CPE Credits:

Please note: CPE credits are not awarded for webcast replay.


Event audience:

For large and medium organizations:
- Internal Auditors
- Chief Audit Executives
- Compliance Managers


Event contact details:



Service the Service Center: Internal Audits to Improve Delivery & Operations




Event Description 


Technology, data, and connectivity are critical to every enterprise. An essential first line of defense responsible for keeping these assets online and running efficiently are the people, technologies and processes managed under the IT Service Center program. However, the risks and opportunities associated with the IT Service Center function can often be overlooked by management and internal audit teams. Internal Audit can play a critical role in driving positive change and keeping operations on track by evaluating how IT delivers services to its internal and external customers. Join the Grant Thornton IT Internal Audit team as we explore the how a well planned and executed IT Service Center audit can expose hidden operational risks as well as significant opportunities to drive greater value to the organization.


The discussion will focus on how internal audit assesses an organization for the following:

  • Whether management has developed user support objectives for the IT Service Center function
  • Whether controls have been developed and implemented to adequately ensure all issues reported are documented and the resolution has been initiated
  • Whether issues are escalated based on priority
  • How management and users are made aware of issues within the organization
  • Whether adequate monitoring is performed over systemic issues

Date and time

Original Broadcast Tuesday October 18, 2022 2:00 PM ET - 3:00 PM ET



Recommended CPE credits

Please note: CPE credits are not awarded for webcast replay.



Learning objectives

  • Identify the key areas that are evaluated as part of an IT Service Center internal audit
  • Describe how user support objectives are defined as part of IT Service Center function
  • Explain the sufficiency of controls needed to adequately ensure all problems reported by users are documented and problem resolution is initiated
  • Explain the sufficiency of controls needed to ensure issues are escalated according to priority
  • Evaluate procedures for timely monitoring of clearing customer queries
  • Analyze adequacy of controls to ensure management and users are kept abreast of issues and problems within the environment.






Recommend field of study

Information Technology



Program level








Delivery method

Group - Internet




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