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IT Essentials — Computer Operations

TOPIC 1: INTRODUCTION TO COMPUTER OPERATIONS

Introduction to Computer Operations

Data centers require administration and monitoring to ensure data and information assets are
properly protected against physical and logical threats. Individual roles, including computer
operators, help desk technicians, and access administrators make up just a few of the functions that
fall under the umbrella that is computer operations in most organizations and agencies. Establishing
computer operations controls is fundamental to building an effective suite of IT general controls.

Overview

Computer operations is a blanket term used to describe activities performed by IT administrators.

According to The IIA’s GTAG “Information Technology Outsourcing, 2nd Edition” (formerly known as
GTAG 7), “Operations management is defined as the process of operating or running applications
and systems. This process typically includes controls to ensure applications run as intended,
processing errors and exceptions are resolved in a timely manner, critical application data or system
files are backed up, and physical security and other aspects of data center operations are
performed.”

The GTAG goes on to explain, “The risk that the system is unavailable or insufficiently operational is
met by operational controls. Operational problems can cause programs to run out of sequence,
resulting in out-of-balance conditions. Operational processes ensure that information is complete
and delivered timely to decision-makers. Control activities guard against unexpected interruptions
or the introduction of errors while restoring service. Operations management relates directly to
management’s assertion of completeness — that actual transactions are not omitted, duplicated
inadvertently, or accumulated incompletely.”

Learning Objectives

 Identify the general concepts related to auditing computer operations controls.

 Describe the main components of service management.

 Discuss the value of deploying a unified service management platform.

 Describe the value of asset and configuration management.

 Summarize the relationship between service management and computer operations
management in the auditing process.

Common Terminology

Abend — The unexpected failure of a piece of computer software.

Copyright © 2021 by The Institute of Internal Auditors, Inc. All rights reserved.