Performing Problem Management

The IT operations staff should have a problem management process in place. Effective problem management provides a timely response by using predefined procedures that include a method for problem escalation.

Situations requiring problem management include the following:

Procedures versus Actual Work The procedures used in the operation of information technology systems should reflect the actual work performed. The purpose of a procedure is to ensure consistency with the desired result. Actual work that does not match the procedure would indicate a management control failure.

Ineffective and Inefficient Controls A management review process should exist to deal with ineffective and inefficient controls. Failing controls ...

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