Technical Support Function Audit Report

This sample audit report can be used by auditors for reviewing and noting opportunities for operational and control improvement with respect to the technical support function.

In this sample, testing involved identifying the criteria that management utilized to select its vendors and reviewing the basis for each selection, reviewing the basic terms and conditions in each contract, identifying and evaluating the type of data being collected by management, understanding how warranty inventory is tracked and how risk management and audit services (RMAs) are processed, and examining if RMAs are under warranty and properly approved before processing. The following recommendations were made as a result of testing:

• Management should implement a more formal categorization of its technical support vendors based on specified criteria.
• Management should specify performance thresholds based on call volume ranges per corporate social responsibility (CSR) and technical support level.
• Management should collect data at a more detailed level and incorporate additional forecast assumptions that will allow them to create a more accurate forecast.
• Management should capture additional information to enable them to perform a quarterly formal telecommunications cost analysis.