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Chapter 13
Chapter 13: Computer Facilities Management
Chapter 13: Computer Facilities Management
A Guide to Computer User Support for Help Desk and
Support Specialists
second edition
by Fred Beisse
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Learning ObjectivesLearning Objectives
Major types of computer facilities Common facilities management
problems Facilities management tools and
procedures for dealing with problems end users often encounter
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Introduction to Computer Facilities Management
Introduction to Computer Facilities Management
Computer facility: Hardware Software Network Information People Operating procedures Environment (furniture, space, and electrical
power) associated with the use of a computer system
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Introduction to Computer Facilities Management
Introduction to Computer Facilities Management
Centralized One central physical site
Decentralized Computers located where people are
Distributed Some central facilities; some geographically
dispersed facilities The current trend (e.g., networked systems)
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Common Facilities Management Problems
Common Facilities Management Problems
Hardware problems and repairs Electrical power failures and problems Disasters and contingencies Software problems
Network problems Ergonomic problems User errors and recovery Crime and misuse
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Managing Hardware ProblemsManaging Hardware Problems
User support specialist Perform simple diagnosis and repairs Should be able to differentiate between real
hardware malfunction and configuration problem with operating system or temporary network failure
Organizations provide hardware repairs by Outsource to service provider Perform simple repairs in-house and outsource
others Maintain an in-house repair facility
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Outsourcing Hardware Repair Outsourcing Hardware Repair
Service level agreement (SLA): written expectations for Service response time Local availability of parts Preventive maintenance and diagnostic services Where the service will be performed
On-site On location
Cost Time and materials basis
Hourly labor charge, plus parts Few guarantees on responsiveness
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Other In-house OptionsOther In-house Options
Redundant system Extra, backup computer
RAID (redundant array of inexpensive disks) Provide large amounts of cheap,
replaceable storage
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Managing Power FailuresManaging Power Failures
Power management addresses electrical supply failures, spikes, brownouts, and poor quality power Downtime – time when a computer is unavailable
due to problems Uptime – operational hours
Strategies: Surge suppression units Power conditioning equipment Uninterruptible power supply (UPS)
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Power Conditioning EquipmentPower Conditioning Equipment
Protects equipment from damage by removing all but largest power surges
Can overcome some limited duration brownouts
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Uninterruptible Power Supply (UPS)
Uninterruptible Power Supply (UPS)
Include power conditioning circuits battery backup
Provide time for computer equipment to be shut down correctly Software Operating systems Hardware
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Disaster PlanningDisaster Planning
Risk management - Use of tools and strategies to reduce a company’s financial and customer service risk due to interruptions in ability to provide computer services
Often includes a disaster/contingency plan to address recovery from
Floods Fires Earthquake Sabotage Storm damage
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Disaster Management ToolsDisaster Management Tools
Business interruption insurance Engineering inspections Hot and cold site agreements Media Backups Access and security measures A disaster/contingency plan
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InsuranceInsurance
Offset cost of returning business to operational state
Protects company from financial ruin
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InspectionsInspections
Work performed by consulting engineer Help identify potential for damage to
computer and other equipment
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Hot and Cold Site AgreementsHot and Cold Site Agreements
Create redundancy that serves as backups to an existing system
Provide means to get a computer installation operational quickly
Cold site: A geographically distant location that includes space for equipment for a replacement computer
Hot site: Offers same facilities as a cold site, plus operational equipment similar to the system it is designed to backup
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Media BackupsMedia Backups
Backup - Copies of important programs and data maintained on separate media Backup media:
• Floppy disks• Cartridge tapes• Writeable CDs• Removable hard drives
Facilitate restoration of programs and data after a disaster
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Access and Security ProtectionAccess and Security Protection
Tools to deal with threats of sabotage by limiting physical and electronic access to facilities Keypad entry locks ID badges Biometric ID readers Motion sensors and heat detection systems Camera systems that monitor facilities Metal detectors Physical barriers (walls and windows) Reception desks
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Disaster/Contingency PlansDisaster/Contingency Plans
Defines steps to take in case of disaster Includes information such as:
Employee directory Location of backup media Operational procedures Inventory of equipment, software, licenses Insurance policies, hot/cold site agreements, etc. Floor plan Instructions for staff evacuation
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Managing Software ProblemsManaging Software Problems
Problem log Software problem report (SPR) system
Captures and documents problem incidents
Can be manual or automated Used by staff in software development
company Also called a bug report system
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Managing Network ProblemsManaging Network Problems
Networks are combinations of hardware and software Size of network causes problems Network technology also provides tools to solve
problems Administrative procedures Performance monitors Media backups Access security Software maintenance
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Administrative ProceduresAdministrative Procedures
User accounts and authorized access Disk space allocations Rights and privileges of resource use
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Performance MonitorsPerformance Monitors
Hardware and software tools that collect information about network operation Number of users logged on Access activity Applications running CPU and memory use Number of jobs in print queue Network bottlenecks
Can alert staff to possible service problems
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Media BackupsMedia Backups
Reduce facilities management costs and problems
Strategies Schedule automated backups Network provides an easy way for users to
back up data files on local hard drives Staff can schedule backups at times when
user load is light
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Software MaintenanceSoftware Maintenance
Network tools can make the software administration task easier than it would be for a comparable number of standalone systems Distribution of new versions of software Run applications directly from server Automated installation procedures
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Managing User ErrorsManaging User Errors
Errors result in lost data and decreased productivity
Common user errors Data entry errors Failure to make backups Lapses in data security Use of unlicensed software Failure to check for viruses Misuse of powerful software tools
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Managing User ErrorsManaging User Errors
Increased user training Feedback to software developers Automated procedures
Reduce errors System audits
Outside expert verifies that proper operating procedures are followed
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Managing Crime and MisuseManaging Crime and Misuse
Access controls Limit electronic entry into a computer or
network (e.g., firewalls, callback models) Physical controls
Limit physical entry Cable tie-down systems
Inventory controls Asset management
Information controls Limit access to information
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Facilities ManagementTools and Procedures
Facilities ManagementTools and Procedures
Media backup procedures Media defragmentation Media maintenance Computer supplies Preventive maintenance Antivirus software utilities Use accounting and statistics
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Media Backup ProceduresMedia Backup Procedures
Decision on how much to back up User data Applications software Operating system software
Backup options Full backup – all files Incremental backup – all files that changed since
last backup Differential backup – all files that change since last
full backup Other backup options
By date created
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Common Backup Rotation Scheme
Common Backup Rotation Scheme
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Backup Media LabelsBackup Media Labels
Naming convention for 3-set rotation:
stdnn s = media set letter (A, B, C) t = type of backup
Full Incremental Differential
d = day of week (MTWHFSU) nn = sequence number (01, 02, 03 …)
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Backup File RestorationBackup File Restoration
Procedure to copy one or more files from backup media to original or replacement disk Backup software is used for file restores May require permissions from owner of
data
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Erase Unused Programs and FilesErase Unused Programs and Files
Increases amount of available disk space
Improves system performance What to erase
User data files Obsolete applications programs
Use uninstall or disk cleanup utility System software
Stay away from operating system, registry, configuration files; use utility software
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Computer SuppliesComputer Supplies
Maintain inventory of Printer supplies Media Cleaning supplies Computer parts
Sources Local office supply stores Electronics supply stores Mail-order vendors Internet vendors
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Preventive MaintenancePreventive Maintenance
System unit Disk drives Printers Keyboards Mouse parts Display screen
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Preventive MaintenancePreventive Maintenance
System unit Remove dust buildup with vacuum cleaner Test electronic components with diagnostic
software Test battery strength Check internal and external cable connections
Disk drives Serviced only by qualified technician Usually replaced rather than repaired Disk cleaning kit for floppy drives in harsh
environment
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Preventive Maintenance Preventive Maintenance
Printers Remove dust with vacuum cleaner Keep inside free of ink and toner spills Peripheral rotation strategy for devices such as
printers Keyboards
Remove dust and dirt particles with vacuum cleaner or compressed air
Clean keys with lint-free cloth and isopropyl alcohol
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Preventive MaintenancePreventive Maintenance
Mouse parts Clean rubber ball inside mouse
Display screen Clean screen regularly to improve visibility Monitor case to be removed by qualified
repair technician only
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Antivirus Software UtilitiesAntivirus Software Utilities
Virus - A program that can attach itself to other programs, e-mail messages, macros, or disk media
Antivirus utility software Virus detection – “find it” Virus removal – “get rid of it” Virus monitoring – “make sure it never
returns”
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Use Accounting and StatisticsUse Accounting and Statistics
Software that collects, stores, and reports on computer resource use
Common use fees: E-mail Internet access (ISP) Applications software (ASP) Service bureau
Helps determine costs of providing services to users and departments
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Other Computer Facilities Management Tasks
Other Computer Facilities Management Tasks
Design facilities Plan for new equipment purchases Dispose of obsolete equipment Design charge back systems Negotiate vendor agreements Coordinate environmental & safety effort Consult on ethical issues Provide information on legal issues