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1.8.4 2.8.4 3.8.4 (DETECTION, DOCUMENTATION, CONTROL, RESOLUTION AND…

- - - - This includes providing information to authorized personnel when and where it is needed, and at a cost that is identifiable and auditable.
- - - - the development of fishbone/Ishikawa cause-and-effect diagrams,
      - brainstorming
      - the use of the 5 Whys—an iterative questionasking technique used to explore the cause-and-effect relationships underlying a problem.
    - - This problem is then added to the known error database (KEDB).
        
        goal is
        
        to proactively prevent reoccurrence of the error elsewhere
        
        or, at a minimum, have a workaround that can be provided immediately should the incident reoccur.
- - - - classification,
      - assignment to specialists,
      - resolution
      - and closure.
- - - - the ability to close an error log entry be assigned to a different individual
      - than the one responsible for maintaining or initiating the error log entry.
  - - - primary risk resulting from lack of attention to unresolved problems is
        
        the interruption of business operations.
        
        An unresolved hardware or software problem could potentially corrupt production data.
      - Problem escalation procedures should be well documented.
        
        IS management should ensure that the problem escalation procedures are being adhered to properly
      - Procedures Problem escalation procedures generally include:
        
        • Names/contact details of individuals who can deal with specific types of problems
        
        • Types of problems that require urgent resolution
        
        • Problems that can wait until normal working hours
    - - IS auditor should examine problem reports and logs to ensure that they are resolved in a timely manner and
        
        are assigned to the individuals or groups most capable of resolving the problem
      - departments and positions responsible for problem resolution should be part of problem management documentation. This documentation must be maintained properly to be useful.