The Auditor General’s 2013 Audit Work Plan included a review of the IT Service Desk Unit in the Information Technology Division. The objective of this review was to assess adequacy of management controls to ensure the effective operation of the IT Service Desk and timely resolution of end-user requests, incidents and problems.
This report contains 11 recommendations with a management response to each of the recommendations. The implementation of these recommendations will enhance management control and improve cost-effectiveness and efficiency.