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The audit found that authorities, responsibilities and accountabilities for National Headquarters (NHQ) Portfolio Leads are defined formally, but are not defined for their Application Support Managers (ASMs) who work with specific applications and clients within a portfolio. Authorities, responsibilities, and accountabilities for Regional Portfolio Leads and their managers are also not defined formally (for their “client relations” functions). However, generally, clients know the "roles" in the IT CSM process and are pleased with their Portfolio Leads and their managers. Nonetheless, there remains confusion concerning specific IITB authorities, responsibilities and accountabilities including, in particular, those which concern procurement practices. For example, a number of clients indicated their confusion with the authorities, responsibilities and accountabilities with respect to the Common Managed Cost Pool used to procure IT equipment.
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