This article provides an overview of SOX 404 control Manage Problems & Incidents.

The typical SOX 404 IT controls for Manage Problems and Incidents are as follows.

Description: A documented process is enforced for the management of problems and incidents.

Control Objective: Incidents and problems are reported, classified, tracked and resolved in a timely manner.

Typical Evidence:

  1. There is a documented process in place for defined incidents and related problems.
  2. The process includes classification of severity.
  3. The process includes escalation procedures.
  4. The process includes resolution procedures.
  5. The process includes service level standards.
  6. The process requires closure activities.

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