Implement Maintenance Procedure

HUMERA POLYTECHNIC COLLEGE
Hardware and Network Servicing

Level IV
Determine maintenance strategy
By Abraha.G
LO1:- Identify and Analyze Maintenance
Needs
• Computer maintenance is the art of ensuring
that computers are in a good state of repair.
– This art encompasses computer cleaning,
backup, disk maintenance and software
update maintenance.
– Keeping it maintained will allow you to
enjoy it for many years.
• Luckily, it is not difficult to keep your
computer healthy and in good working
order.
Needs
• Maintaining a computer involves three things:

I. keeping it physically clean and internally
clean (such us defragmenting and disk
clean up)
II. protecting it from male ware, and
III. backing up your important files
• If not properly maintained, computers can
become very slow, overheat easily and
otherwise become more of a hassle or
problem to use and operate it.
Needs
• To keep your computer running smoothly, it's
important to keep the files and folders uncluttered
or keep as it.
• Cluttered or unorganized folders make it more
difficult to find the files you need.
• Additionally, unwanted files can eventually fill up
your hard drive, which will make your computer
slower and harder to use.
• Here are a few things you can do to delete
unwanted files and improve your computer's
performance:
Needs
1. Delete Files:
– If you have any unwanted files, you can delete
them manually.
– To do this, simply drag them into the Recycle
Bin (or Trash), and then empty the Recycle
Bin.
2. Disk Defragmenter:
– Windows includes a Disk Defragmenter
program in the Control Panel.
– It scans the files on your hard drive and then
rearranges them so that it can read them
faster.
Needs
– If your computer is running slowly, running

Disk Defragmenter can help to speed it up.
3. Disk Cleanup:
– Windows also includes a Disk Cleanup
program in the Control Panel.
– It scans your computer for temporary files and
other files that can be deleted.
• You can then delete the files to free up
space on your hard drive.
LO1:- Identify and Analyze
Maintenance Needs
• THEN
• IT IS BETTER TO HAVE NO DATA

• RATHER YOU HAVE INACURATED
DATA
Needs
Creating a Safe Workspace
Avoiding Strain(Not comfortable) and Injury
 In addition to keeping your computer healthy, it's
important to think about your own health.
 Using a computer involves a lot of repetitive
motions such as typing and using the mouse.
 Over time, these motions can begin to take their
toll on your body, especially your wrists, neck,
and your back bones.
 Staring at a monitor for long periods of time can
also cause eye strain.
Needs
To minimize this, you should take a few
moments to make sure your workspace is
arranged in a comfortable and healthy way.
Computer Ergonomics
It is the science of equipment design and how
specific equipment usage and placement can
reduce the user's discomfort and increase
productivity.
Some equipment is designed with special
attention to ergonomics, such as ergonomic
keyboards or ergonomic chairs.
LO1:- Identify and Analyze
Maintenance Needs
• To Get Knowledge Skill……..
• Write What is Computer Ergonomics
Engineering and
• Computer Engineering?
Needs
Concept of Fault Tolerance

– Hardware, software and networks cannot
be totally free from failures
– Fault tolerance requires a system to
continue to operate, even in the
presence of faults
– Fault tolerance should be achieved with
minimal involvement of users or system
administrators
•
Needs
Attributes, Consequences and Strategies
I. System attributes:
Availability:- system always ready for use, or
probability that system is ready or available at
a given time
Reliability:- property that a system can run
without failure, for a given period of time
Safety:-indicates the safety issues in the case
the system fails
Maintainability:-refers to the eases of repair
to a failed system
Needs
II. Consequences:
– Fault:-is a defect or problems within the
system
– Error:-is observed by a deviation from the
expected behavior of the system
– Failure:-occurs when the system can no
longer perform as required (does not meet
spec)
– Strategies to Handle Faults
o Fault avoidance :-Techniques aim to prevent faults from
entering the system during design stage
Needs
o Fault removal :- Methods attempt to find faults
within a system before it enters service
o Fault detection:-Techniques used during
service to detect faults within the operational
system
o Fault tolerant :-Techniques designed to tolerate
faults, i.e. to allow the system operate correctly in
the presence of faults.
Fault Tolerance – is the ability of system to
provide a service, even in the presence of
errors.
Needs
Equipment and Software Auditing

• A software audit review, or software audit, is a
type of software review in which one or more
auditors who are not members of the software
development organization conduct an
independent examination of a software product,
software process, or set of software processes
to assess compliaconce with specifications,
standards, contractual agreements, or other
criteria.
Needs
• Software audits are distinct from Software

peer review and Software management
review in that they are conducted by
personnel external to, and independent of,
the software development organization.
• Software Peer review is a software review in
which a work product (document, code, or
other) is examined by its author and one or
more colleagues, in order to evaluate its
technical content and quality.
Needs
 Software management review is a
management study into a project's status and
allocation of resources.
• The purpose of a software audit is to provide an
independent evaluation of conformance of
software products and processes to applicable
regulations, standards, guidelines, plans, and
procedures
 In software audit the following roles are
recommended:
Needs
1. The Initiator
• is someone who might be a manager in the
audited organization, a customer or user
representative of the audited organization, or a
third party
• Decides upon the need for an audit, establishes
its purpose and scope, specifies the evaluation
criteria, identifies the audit personnel, decides
what follow-up actions will be required, and
distributes the audit report.
Needs
2. The Lead Auditor : - is responsible for
administrative tasks such as preparing the
audit plan and assembling and managing
the audit team, and for ensuring that the
audit meets its objectives.
– He must be free from bias
3. The Recorder
• Documents anomalies, action items,
decisions, and recommendations made by
the audit team.
Needs
4. The Auditors : - Examine products defined in the
audit plan, document their observations, and
recommend corrective actions.
– There may be only a single auditor.
– Like the Lead Auditor, they must be free from
bias.
5.TheAuditedOrganization:-Provides a
liaison(representative)to the auditors, and
provides all information requested by the
auditors. When the audit is completed, the
audited organization should implement
corrective actions and recommendations.
Needs
Benefits of Auditing
I. Security : -Since you are investing thousands
of birrs on your machinery and apparatus, you
should ensure minimal risks, and one way to
prevent threats is to contract audit specialists.
II. Business efficiency : - According to company
laws, you must safeguard your assets by
integrating effective internal controls.
– This way, you will not have a hard time
handling your daily operations.
Needs
III. Standardization,interims of quality& access
– This applies to the quality of your office
equipment, especially if your service provider
offers a standardized purchasing policy.
– With this solution, you get to save money.
IV. Asset replacement policy
– As you and your team perform daily work, your
workplace units go through wear and tear.
– If you do not know how to identify damages, the
chances of operational risk are high.
– This way, you can optimize your company’s productivity
and competence.
Needs
V. Competitive advantage
• Several factors determine your edge against other
entrepreneurs, which include high position in the
global market, owning innovative technology or
the latest processes, and quick turnaround of
sales.
Warranty
• In Contract law, a warranty has various meanings
but generally means a guarantee or promise
which provides assurance by one party to the
other party that specific facts or conditions are
true or will happen.
Needs
• A warranty on a product or service is a
guarantee of replacement, repair, or refund in
the case of damage or dissatisfaction.
• A limited warranty is any warranty that is not
complete or has various restrictions placed
upon it.
• Truly unlimited warranties are extremely rare
as most products do tend to wear out after a
long enough time.
Needs
Limited lifetime warranty
– A limited lifetime warranty is an agreement
between someone who purchases a product
and the manufacturers of that product.
– This agreement entitles the purchaser to
recompense if the product does not meet
certain agreed specifications.
Limited
• All warranties have a time period for which they
are valid.
Needs
Lifetime
• The lifetime of the warranty refers to the period of
time in which the warranty remains in force,
starting from the date the purchaser buys the
product.
• Once a product is discontinued, the length of time
the manufacturer remains liable under the
warranty is specified in the warranty
documentation.
AT THE END OF LO1
• Computer Maintenance
• Attributes, Consequences and Strategies
&System attributes:
• Strategies to Handle Faults
• IDENTIFYING BUSINESS RISK(TYPES OF
RISK)
• Equipment and Software Auditing
• Software Warranty Status
• Vendor Requirement
• Key organizational components
LO2:- Develop Service Level Agreements
Service Level Agreement (SLA)

• A service level agreement is a formal negotiated
agreement which helps to identify expectations,
clarify responsibilities, and facilitate
communication between a service provider and
its customers.
• A Service Level Agreement is a contract
between IT and the business that identifies the
boundaries for repairing applications issues.
• It defines the formal relationship between the IT
organization and your business unit customers.
In general, a service level agreement (SLA) is

1. A communication tool
– A properly established SLA fosters improved
communications between the parties.
2. An expectations-managing mechanism
– The process of establishing an SLA facilitates
the identification and discussion of
expectations.
• As a result, the two parties achieve shared
expectations about services and service delivery.
3. It is a conflict-reduction tool
– An SLA, and the communication process
involved in establishing, it helps to minimize the
number and intensity of conflicts, and to more
readily resolve those that do occur.
4. It is a living document
– The SLA acknowledges that changing
circumstances may necessitate modifications
to services, expectations, and responsibilities.
– So, it provides mechanisms for periodic review
and modifications as warranted.
5. An objective process for measuring service

effectiveness
– In the absence of an agreement, two parties
may disagree about service adequacy.
– An SLA provides a consistent, ongoing and
mutually agreed to basis for assessing and
discussing service effectiveness.
The Key Elements of an SLA Document

• To be effective, a service level agreement
must contain the following six elements.
• These six elements are minimum
requirements, while other elements may
prove helpful.
• They are actually subsets of two broad
categories: the Service elements &
Management elements
A. The Service Elements:-
– Describes the service context and the terms
and conditions of service delivery.
– It comprises or to help of the following
elements:
• Context-setting information
• Description of services
• Service standards
B. The Management Elements:-
– Describe the steps the two parties will take to
assess(evaluate) service effectiveness and
– It comprises of the following elements:
• Service tracking and reporting
• Periodic review
• Change process
• Both the Service Elements and the
Management Elements are critical to SLA
success.
• When an SLA does not function as the parties
had hoped, the problem is often that it is
missing some or all of the Management
Elements.
SLA Process: Critical Initial Steps
– No two organizations establish an SLA in
exactly the same way.
– The steps they follow and the sequence of
those steps varies with their circumstances.
– Nevertheless, experience has shown that
certain Critical Initial Steps,
As outlined below are critical to a successful
SLA.
1. Assess current services.
– Before making commitments to customers,
service providers should determine the level of
service they can realistically provide.
2. Gather customer feedback.
– Such feedback helps the provider understand
the customers’ concerns.
3. Ensure agreement about the agreement.
– The parties to an agreement often have
different, and sometimes conflicting, views
about SLAs.
– It is important to ensure that both parties agree
4. Develop the agreement.

– This is but one step in establishing an SLA; it is
not the entire process. It includes establishing
ground rules for the development process,
creating a structure for the SLA document, and
collaboratively creating a draft agreement.
5. Solicit/ask for/ feedback from reviewers.
– Key members of both parties should have an
opportunity to review the draft, raise questions,
and offer suggestions.
– This step is important in gaining the support
and cooperation of these individuals.
6. Implement and manage the agreement.

– This step includes identifying and completing
pre implementation tasks, running a pilot if
desired, implementing the SLA, and carrying
out the responsibilities of managing it.
LO3:- Formulate Maintenance Strategy
Maintenance Types
• When we talk about maintenance, our aims are
to:
– preserve our IT systems in optimal condition
– fix problems that occur
– Upgrade the existing systems to minimise
future risks to the business.
• This will require maintenance of hardware,
software and data.
Types of Maintenance
• Maintenance falls into two broad categories:
1. Preventative (or routine maintenance)
• We need to carry out preventative maintenance
on a periodic basis to prevent problems occurring
in the future that may interrupt business
continuity.
• Preventive maintenance has the following long
term benefits:
– Improves system reliability
– Decreases cost of replacement
– Decreases system downtime
Activities preformed during preventive
maintenance
– Cleaning pc components
»What materials are needed for
cleaning
»How often you should clean pc
»What you can clean
– Disk clean up
– Disk Defragmentation
– Virus scan
– File and folder compression
2. Reactive (or non-routine)

– Reactive maintenance refers to actions taken
to fix problems after they have occurred.
• Apart from preventative and reactive
maintenance, there is another type of
maintenance that deals with upgrading the
organization's infrastructure to minimize the
level of risk to business continuity.
Maintenance of software
• It’s not only the hardware in an organisation that
needs to be maintained — software maintenance
is also required.
• This will include:
– preventative maintenance
• to detect and correct code that may cause future
errors
– perfective maintenance
• to simply improve the performance of the software
– reactive maintenance
• To fix software bugs.
Preventative maintenance
• Specific devices require different preventative
maintenance procedures.
• However, there are a few broad areas that can be
considered which require preventative
maintenance practices.
• These include:
A. Protection of equipment due to changes in
electrical supply:
– Surges and ‘brownouts’ cause major damage
to computer devices.
– Un-interruptible power supplies (UPS), power

conditioners and surge protection devices are
all valuable preventative maintenance tools for
any computerised device.
B. Protection from environmental conditions:
– Humidity, temperature variation and dust are
major causes of computer device failures.
3. Protection of data using backups:
– It is vital that backups of both user data and
system configurations are done regularly.
An organisation will have policies that relate to:

• the frequency of backups (daily, weekly,
monthly)
• the time of day backups are done
• how long backups are kept
• Where backups should be stored.
D. Protection of data from threats:
• Data needs to be protected from viruses,
malware, hackers and so on, through the use of
both hardware and software security measures.
5. Checking integrity and performance by using

diagnostic tools:
– Routine running of any in-built diagnostics
and/or checking for display of maintenance
messages generated by the device.
– For example, Disk Defragmenter and Disk
Cleanup are tools available in Windows
operating systems.
Preventative Maintenance Scheduling

• Many organisations with a preventative
maintenance program will have maintenance
tasks organised on a schedule.
• The goal of a schedule is to ensure that regular
maintenance occurs.
• Given the time pressures of working as an IT
Support person, a schedule will assist you in
organising your workload to ensure that the best
possible service is provided to the client.
A schedule should simply include:

– Each preventative maintenance task that
should be completed
– How often the task should be repeated
– An estimate of the time required to complete
the task.
• These tasks can then be allocated time in your
schedule at the required intervals.
Developing a preventative maintenance
schedule
• In developing a preventative maintenance
schedule, it is important that as an IT Support
person you are aware of the main aims of
preventative maintenance.
• They are:
– to meet the needs of the business
– to extend the working life of equipment
– to reduce the amount of emergency downtime caused
by faults that can be prevented
– to make the IT system more cost effective.
Minimize downtime
• It is important that preventative maintenance
focuses on items that may cause significant
downtime and cost to the business if they were to
fail.
• Such items may include hard disk drives (HDD) of
servers.
– Should they fail, emergency downtime may
occur at a significant cost to the business.
– As a result, such devices should be considered
high priority in a maintenance schedule.
Cost effectiveness
• It is important that any preventative maintenance
be cost effective.
• It is possible to spend significant amounts of time
cleaning and testing devices such as keyboards
and mice to extend their life.
• However, the replacement cost of those devices,
including the cost of having an inventory of such
items on hand, may mean that it is cheaper to
purchase new devices rather than extend the life
of the existing devices.
• Every maintenance issue must be examined from
a cost point of view.
LO4:- Define Client & Supplier Processes
and standards
Process calls from help desk
Help Desk Basics
• The help desk is a department within a
company or organisation that responds to
user’s technical questions.
• Questions and answers can be delivered by
telephone or email.
• There is even help desk software that makes it
easier for the people running the help desk to
quickly find answers to common questions.
and standards
• Help desk staff read and collect relevant
information about the problem or questions clients
have.
• Problems are registered on a database, analysed
and eventually solved.
• Resolving the problem is done either by the help
desk person, or by a person they have ‘escalated’
it to, usually an expert.
and standards
Identifying clients and recording problems
• All problems handled by the help desk must be
recorded.
• Records are essential for following up problems
and in determining causes and suitable solutions.
• Reports derived from records can reveal the
causes of repeated problems, be they due to
faulty equipment, network configurations,
software bugs or the need for more user training.
and standards
 This information can then be used to improve
computer systems by documenting configuration
changes, budgeting for upgraded equipment, or
updating software programs.
 After the help desk staffs identify themselves in
answering calls, they follow pre-determined
procedures to identify the client, usually by a
series of questions.
Warranty and Maintenance Agreements
• All critical hardware and software should be
covered by a warranty or maintenance
agreement.
and standards
• All hardware components and software are sold
under warranty for a set of period in which time
their repair or replacement is the responsibility of
the supplier, so long as faults are due to normal
use.
• You usually have the option of extending the
warranty when you buy a product, especially with
larger hardware items.
• A maintenance agreement is an agreement
between the organisation and the supplier for
ongoing maintenance of the hardware or
software.
and standards
1. fixed service basis
• The benefit of the fixed service type of
maintenance agreement is that you are more
likely to get a dedicated and faster response.
• Depending on the terms of the agreement, your
maintenance costs are also likely to be covered,
although such ongoing contracts can be
expensive.
• It could be delivered at
– at 24 hours a day, 7 days per week (24/7);
– at 8 hours a day, 5 days a week (8/5);
– at 12 hours a day, 5 days a week (12/5)
and standards
2. Per-call basis.
• A per-call basis means you receive the
services of the supplier as required.
• Although cheaper than an ongoing
maintenance contract in the long-term,
you usually must wait until a technician is
available (which may cost you in
downtime), and you are charged for
labour and parts.
• Software should also be covered by a warranty
or maintenance agreement.
and standards
Determining Maintenance Procedures
• When determining maintenance procedures,
an organisation needs to take into account
risks to the business continuity and how critical
the IT components and/or software are.
• The sources of this information are:
– Internal service level requirements or
agreements
– Warranty and maintenance agreements
– Supplier procedures.
and standards
Response time standards
– Response times are outlined in service level
agreements.
– Standard response times need to be
established based on a service request priority
rating.
– Standard response times can be determined
by:
• Determining the criteria for rating the priority of a
service request.
– For example, critical priority occurs when the
network goes down.
and standards
Solving the problem
– During the initial stages of solving the
problem, it needs to be determined whether
the problems can be:
• Solved immediately
• Need the assistance of those who are more
experienced
• Need to be resolved by outside resources.
– For equipment under warranty, the supplier
needs to be notified to solve the problem.
and standards
Preparing and Presenting Reports
• Throughout your career in IT, you will need to
prepare reports.
• These may be maintenance reports to managers,
or maintenance schedules for everyone to follow,
or your recommendations for improvements.
• Writing reports is the most common way of
presenting information in a business or
organisational environment.
• It needs to be set out in a clear, and clearly
structured way, in a readable style.
and standards
The purpose and audience
– Report writing requires a style that is different
from other forms of writing. Its purpose is
usually more technical, as it aims to present
information that people can make use of in
some way.
– The purpose will influence both the content and
the recommendations of your report.
– You need to understand who your readers are
so that you can direct the report towards them.
• The outcome for reports is to have the reader
treat the information as reliable.
and standards
A quick guide to report structures
– The structure of a report moves the reader
along a logical path towards the
recommendations, findings or conclusions
made.
– Different types of reports require different
structures.
– The following table outlines the possible
headings for different types of reports.
and standards

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HUMERA POLYTECHNIC COLLEGE

Hardware and Network Servicing

• Maintaining a computer involves three things:

– If your computer is running slowly, running

• IT IS BETTER TO HAVE NO DATA

Concept of Fault Tolerance

Equipment and Software Auditing

• Software audits are distinct from Software

Service Level Agreement (SLA)

In general, a service level agreement (SLA) is

5. An objective process for measuring service

The Key Elements of an SLA Document

4. Develop the agreement.

6. Implement and manage the agreement.

2. Reactive (or non-routine)

– Un-interruptible power supplies (UPS), power

An organisation will have policies that relate to:

5. Checking integrity and performance by using

Preventative Maintenance Scheduling

A schedule should simply include:

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