Networking and Hardware Maintenance Process Manual
(QMS-ISPL-M-NHM)
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Version No |
V20 |
Prepared by
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Date |
30-01-2015 |
Name |
Krishna Prasad Vendra |
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Signature |
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Date |
30-01-2015 |
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Copy No
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Approved by |
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Issued to
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Name |
Sai Prasad Koneru |
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Signature |
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Date |
30-01-2015 |
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Document Amendment Record
A- A- Added, M- Modified, D- Deleted
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Sl.No |
Date |
Version No |
Page No |
Change Mode(A/M/D) |
Brief description of change |
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1 |
15-07-2002 |
V01 |
N/A |
A |
Initial Release |
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2 |
23-08-2002 |
V02 |
N/A |
M |
Under section 5 3rd point) Entry criteria, Input, Activity, Output, Exit criteria included 4th point) Entry criteria, Input, Activity, Output, Exit criteria Included 5th point) Entry criteria, Input, Activity, Output, Exit criteria modified 6th point) Entry criteria, Input, Activity, Output, Exit criteria modified 7th point) Entry criteria, Input, Activity, Output, Exit criteria included
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3 |
23-08-2002 |
V02 |
N/A |
M |
7.1 Inventory contents are modified |
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4 |
23-08-2002 |
V02 |
N/A |
M |
7.2.1 Resource Allocation contents are modified |
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5 |
23-08-2002 |
V02 |
N/A |
M |
7.2.2 Resource de-allocation “System administrator” is changed to “Logistics Department” |
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6 |
23-08-2002 |
V02 |
N/A |
M |
7.3.1 Quarterly Preventive Maintenance contents modified |
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7 |
23-08-2002 |
V02 |
N/A |
M |
7.3.2 “Breakdown / Software problem maintenance” & 7.3.3 “Software installations and process”- contents are merged and modified to “7.3.2 Service Request” section |
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8 |
23-08-2002 |
V02 |
N/A |
M |
7.4 “Network maintenance” section is modified as “Network and system administration” and the contents are also modified. |
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9 |
23-08-2002 |
V02 |
N/A |
M |
In the section 7.5 “Communication link management” - “System administrator” is changed to “Logistics department” |
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10 |
23-08-2002 |
V02 |
N/A |
M |
7.6 “Antivirus updating” contents are modified |
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11 |
23-08-2002 |
V02 |
N/A |
M |
7.7.1 “Event Based backup” and 7.7.2 “Request based backup” are merged to 7.7.1 “Backup” and the contents are modified |
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12 |
23-08-2002 |
V02 |
N/A |
M |
7.7.2 “Restore” contents are modified |
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13 |
23-08-2002 |
V02 |
N/A |
A |
7.8 “Disaster Management Plan” section is included. |
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14 |
28-10-2002 |
V03 |
N/A |
A |
Included Section 8 - Records |
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15 |
07-04-2003 |
V04 |
N/A |
M |
Modified the periodicity of the preparation of the downtime analysis report from quarterly to monthly under section 7.3.2 Service Request |
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16 |
11-01-2005 |
V05 |
N/A |
M |
Modified the content of Anti virus updating to refer the Internet & Information Security Policy under Section 7.6 |
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17 |
20-10-2005 |
V06 |
N/A |
M |
Section 7.3.2, downtime analysis report modified with new template consist of down time analysis and Quality Objective of the Logistics department |
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18 |
25-09-2006 |
VO7 |
N/A |
M |
Included the minimum stock column in the spares form, which is in the inventory register |
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19 |
06-06-2012 |
V07 |
N/A |
D |
The Company address information is removed from the Footer |
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20 |
19-10-2012 |
V08 |
09 |
M |
The storage media of daily & weekly backups is changed from disk drives to External Hard disks. |
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21 |
30-01-2015 |
V20 |
N/A |
N/A |
Reviewed and base lined |
Table of Contents
5 Entry criteria, Input, Activity, Output, Exit criteria
7.2 Resource allocation and de-allocation
7.3 Systems and software maintenance
7.3.1 Quarterly preventive maintenance
7.4 Network and system administration
7.5 Communication link management
To implement and maintain a process for controlling the network and maintaining the hardware of systems.
To ensure reliable network and systems in the company and maintain high uptime.
This process is applicable to the computer network and hardware systems of Inooga Solutions.
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Abbreviations/Terms |
Description |
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ISPL |
Inooga Solutions Private Limited |
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QMS |
Quality Management System |
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CEO |
Chief Executive Officer |
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CTO |
Chief Technology Officer |
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HR |
Human Resource |
5 Entry criteria, Input, Activity, Output, Exit criteria
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Sl. No. |
Entry Criteria |
Input |
Activity |
Output |
Exit Criteria |
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1. |
Requirement for verification of software and hardware purchased.
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Gathering all hardware, software and support details. |
Inventory
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All hardware, software and support details recorded in the register.
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Updated inventory register. |
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2. |
Requirement for resource allocation and de-allocation. |
Service request from project head/authorized signatory.
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Resource allocation and de-allocation |
Arranging the resource requested for allocation and de-allocation. |
Resource allocation and de-allocation is done as per request. |
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3. |
Service request for breakdown resources |
Users |
Provide specific service |
Services done as per request |
Requested service is closed and updated in the service request register |
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4. |
Daily inspection schedule or when ever link failure occurs. |
Availability of communication link. |
Communication link management |
When link is found to be working smoothly. |
Verification for proper functioning of link. |
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5. |
Understanding the need of anti virus in systems and purchasing suitable anti-virus for the existing environment. |
Installation of anti-virus in all systems. |
Antivirus updating |
Making sure that all systems are virus free. |
Schedule for virus updating and following the schedule. |
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6. |
Critical data to be backed up and restored |
Whenever data is needed to be backed up or restored in case of disaster if any. |
Daily and weekly backup and checking the restoration of backed up data frequently |
Full backup of database and user data is taken. |
Verification of backed up data
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Networking and hardware maintenance, maintenance of email server – System administrator.
An Inventory for all software and hardware is to be maintained with logistics department. HR & General affairs department procures the necessary hardware and software and forwards it to the logistics department. Upon the receipt, entries are recorded in the inventory register. Request for the issue of hardware and software is made by the department head, project manager and approved by CTO/CEO. Inventory is checked for availability of requisite hardware/ software, if material is available, the issues are made and inventory register is updated, otherwise material/ service is raised and forwarded to HR and General affairs department for procuring the same. After purchasing any software or hardware, it is issued to users after entering into the Inventory register (QMS-ISPL-F-INV). Users are supposed to handover the responsibility of their system to logistics department while they are relieved from services. System administrator is responsible for maintaining the information of systems & software inventory on allocated systems in order to evaluate the software licenses and hardware in use.
7.2 Resource allocation and de-allocation
Whenever a new employee joins the company, the HR and General affairs department forwards the service request through email to the logistics department to allocate the user ID and resources to the new user. It is ensured that the user logs onto the domain and changes the password on log on. As per the service request register, access to other resources like file servers, printers, Internet access, mail client configuration etc. is allocated / arranged for the user. Logistics department allocates the requested resources and the same is noted in the user ID register. The system administrator conducts an initial hands-on training during the induction program on various resources and their usages.
7.2.2 Resource de-allocation
Whenever an employee leaves the organization, his user id and mail account is disabled with immediate effect upon receiving intimation from the HR & general affairs department. The account is deleted after a period of one month. System administrator takes over the resources after getting a clearance from the respective department head and would take a backup of the data. The hardware and software is taken over by system administrator as per the list issued to him.
7.3 Systems and software maintenance
7.3.1 Quarterly preventive maintenance
It is ensured that every machine goes through the phase of preventive maintenance at least once in three months. Preventive maintenance is carried out to ensure that installed software in the machine is working properly, hard disk condition, keyboard, mouse and any other peripherals are functioning properly. Preventive maintenance is done by means of disk cleanup, disk fragmentation, software check and deleting temporary files etc. These are recorded in the preventive maintenance register (QMS-ISPL-F-PMR). The hardware and software along with the systems are labeled accordingly for easy identification.
7.3.2 Service Request
Whenever a system breakdown or software problem occurs, the user informs the logistics department through email or verbal communication, the authorized person of logistics department in turn, makes an appropriate entry into the service request register and takes appropriate action upon them according to priority level. The necessary entry is made in the service request register as and when the problem is rectified. Users are updated about the status of their problem/request by email/verbal communication.
For database creation/deletion, the project managers/project leaders communicate via email. For creation of user identification, project managers/project leaders give all the relevant technical specifications for the users of their respective projects. The authorized person of logistics department serves such requests after logging the same in the service request register. Whenever a user wants particular service, they put forward a requisition to logistics department / head of the department. The system administrator provides the service based on the inventory register and updates the service request register and inventory register respectively. If the requested service is beyond the scope of the inventory, then approval would be taken by CEO/CTO.
Down time analysis is done monthly, and recorded as per down time analysis report (QMS-ISPL-R-DTA/QMS-ISPL-R-MAR). Based on the analysis, root cause analysis is done to initiate corrective actions to address repetitive / critical problems.
7.4 Network and system administration
All the systems, servers, and shareable resources are connected through network. Logistics department is responsible for designing and implementing the entire network for Inooga Solutions. Network installation i.e. switches, hubs, network printers etc are installed and mail servers are maintained by logistics department. Network security and access rights are controlled by logistics department as and when required by the management.
7.5 Communication link management
The communication link for internet access is inspected for link status on daily basis at regular intervals. The throughput from the link is also monitored daily. Whenever the communication link fails, it is immediately reported to the concerned person. An appropriate entry is made in the communication link status register (QMS-ISPL-F-CLS). The logistics department coordinates with the concerned person to rectify the problem.
A policy, Internet & Information Security Policy Manual (QMS-ISPL-M-IIS) has been defined and is implemented to ensure virus-free systems thereby preventing damage to user applications, files and hardware.
7.7.1 Backup
Each user is allocated storage space on the server. All the users are advised to store their important data in their respective home directories. Daily server backups are taken into External Hard Disk by using backup software like NT backup & Sync back up automatically. These backups are stored daily until the weekend. Whenever a new project is started, the concerned project manager informs the system administrator about the project folders for which backup has to be taken as per the instructions. Backup of databases, required project folders and daily backups are scheduled for weekly backup. Weekly backup is provided by the users in their respective backup folders in the server which is backed up into two External Hard Disks of storage media; one copy is stored in the premises and the other one outside the office for 5 weeks. Additional backup of project data is stored on the basis of request by the project manager in the form of archives. All the weekly backups that are taken on a weekly basis are recorded in the backup register (QMS-ISPL-F-BKP). On completion of a project, the entire project data as well as the critical data is archived and stored in a secured location (onsite as well as offsite) permanently even after 5 weeks.
7.7.2 Restore
Whenever any user wants to restore the backup data, the system administrator on receipt of user request through email/verbal communication, restores the same onto the file server or as required. In the event of total break down of any file server and/or in cases of critical failure at Inooga Solutions, the backup media from offsite will be used to restore the files on alternate servers / systems. The same would be reviewed periodically.
The restoration of the backup data is done by means of disaster recovery management plan. In case of any disasters such as data loss/corruption/failure of storage mechanism, daily or weekly backup can be used. In case the entire data is lost/corrupted then the backup data that is stored outside the office premises can be used for restoring data. If the hardware fails, it is immediately replaced by the spares available in the logistics department. The hardware that is failed is repaired immediately or an additional spare is procured. Assuming a disaster in the form of loss of data/hardware failure the time taken for restoring the same is recorded in the disaster management plan form (QMS-ISPL-F-DMP).
Communication link status register
Preventive maintenance register
Internet & Information Policy Manual
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Sl. No |
Required Record |
Custodian |
Retention Period |
Record ID
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1. |
Inventory register |
System Administrator |
1 Year |
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2. |
Service request register |
System Administrator |
1 Year |
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3. |
User ID register |
System Administrator |
1 Year |
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4. |
Backup register |
System Administrator |
1 Year |
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5. |
Communication link status register |
System Administrator |
1 Year |
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6. |
Preventive maintenance register |
System Administrator |
1 Year |
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7. |
Disaster management plan |
System Administrator |
1 Year |
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8. |
Down time analysis report |
System Administrator |
1 Year |