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IT Essentials — Computer Operations

Problem Management Process

Incidents deemed to be related to misconfigurations, hardware failures, or software bugs will follow
the problem management process. The problem management process should contain the following
procedures:
 Problem identification and classification.
 Problem investigation and diagnosis.
 Error assessment.
 Problem/error closure.
 Status/update communications.

IT Program/Project Management

It is typical for an IT department to have its own project management team. This team oversees
projects that impact the organization’s IT infrastructure vs. a project that focuses on building or
updating a business-unit specific application system.

IT project management should follow the same processes and adopt the same frameworks,
standards, and guidelines as used by the enterprise project management office (ePMO).

Project Control Considerations

There is a series of control considerations typically addressed during specific stages of a project.
Below is a table of correlated project stages and control considerations.

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