MOCHIKABU
Strategy

Published on 2024-10-05 • 8 Min Read

Transitioning to Managed Services under SLA & DORA

Financial institutions increasingly delegate IT operations to Managed Service Providers (MSPs). However, under the Digital Operational Resilience Act (DORA), financial firms remain fully responsible for operational resilience, requiring tighter integration and service governance.

Bridging Client Environments and Managed Operations

A resilient operations model establishes clear boundaries between client environments and managed spaces. Dynamic incident detection feeds ITIL ticketing tools, ensuring that incidents are mapped to MSP support desks immediately.

Client Environment Managed Operations Space Incident Detection API Sync ITIL Ticketing SLA Operations Desk Continuous DORA Audit Log

Key Governance Requirements under DORA

  • Vendor Performance Monitoring: Continuous audit log collection showing MSP compliance with defined SLAs.
  • Business Continuity Testing: Conducting joint disaster recovery drills to verify data integrity and failover procedures.
  • Exit Strategy Management: Preparing migration roadmaps to enable transition back to internal IT or other providers if needed.

SLA Escalation Tiers

To meet the reporting timelines required by DORA Article 14, support escalations must be automated. Incident response is divided into strict time-bound tiers, ensuring critical bugs are escalated to platform engineering within 60 minutes.

Incident SLA Escalation Tiers L1 Support Desk Triage < 15 mins L2 SRE Team Remediation < 30 mins L3 Core Platform Bug Fix < 60 mins Automated Audit Evidence Captured for DORA Article 14

Structuring Compliant Sourcing Contracts

Sourcing agreements can no longer be simple capacity contracts. They must embed operational resilience KPIs, automated evidence gathering, and clear penalty structures for SLA breaches, ensuring that third-party operations support the institution's regulatory compliance.

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