Free Essay

Information System Breakdown Response Procedures

In: Other Topics

Submitted By shah78
Words 827
Pages 4
Purpose: This procedure is to enable breakdown on information communication technology (ICT) are attended to and be rectified in timely manner in order to minimise delay in communication and processing of works.

Scope: This procedure is applicable to all types of ICT which include, - computer server; - computer hardware; - computer software; - computer network (wireless/ local area network (LAN)); - internet system; - email system; - PABX/ telephone system; - fax machine; - photocopy machine; - printers (associated with photocopy machine); - scanner (associated with photocopy machine).

1.0 Reporting ICT Breakdown

1.1 Whenever there is breakdown encountered to any of the ICT in the office, the staff in charge shall complete the ICT Breakdown Report which to include clearly the ICT Name, Model No./ Serial No., Location, Breakdown Date and Time, Nature of Breakdown and refer by faxing/ handing over as soon as possible to the following personnel authorised to attend to the breakdown.

1. Refer to IT Technician for breakdown of, - computer hardware; - computer software; - computer network (wireless/ local area network (LAN)); - internet system; - email system;

1.1.2 Refer to Admin Manager for breakdown of, - PABX system/ telephone system; - fax machine; - photocopy machine; - printers (associated with photocopy machine); - scanner (associated with photocopy machine).

2.0 Investigation of Cause and Rectification

2.1 For any breakdown report for items 1.1.1 as soon as received from ICT user, the IT Technician shall attend to the reported breakdown within 30 minutes from the time of receiving such reporting and investigate the cause of breakdown and provide rectification if the spare parts are available.

2.1.1 For email system breakdown, example unable to send email or email sending is very slow, the failure may need to refer to the external parties per ICT Supplier Contact List for rectification, if necessary.

1. Email system breakdown may be associated with, a. Failure at host provider; b. Smaller capacity of email processer at Streamyx/ Jaring/ TMNet; c. Setting of email outbox/ inbox coding in the PC/ notebook concerned is out of order. d. Congested email traffic (many users are using at that point of time);

2. For email system breakdown due to 2.1.1.1 (a), contact the host provider for on line solution.

3. For email system breakdown due to factor 2.1.1.1 (b), contact the Streamyx/ Jaring/ TMNet customer service and decision may be made to upgrade the email processes capacity and obtain approval to upgrade as per Procurement Procedure (P/ PD/03).

4. For email system breakdown due to factor 2.1.1.1 (c), contact the host provider on line for guidedance to reset the out of order setting on outbox/ inbox setting or related setting.

2.1 For any breakdown report for items 1.1.2 as soon as received from ICT user, the Admin Manager shall assign his/ her staff to contact the suppliers immediately as per ICT Supplier Contact List for rectification.

2.1.1 For PABX/ telephone system breakdown e.g. cannot call out but incoming phone is ringing, most likely the failure is on the PABX box setting/ part failure, contact the PABX box technician for rectification.

2.1.1.1 If the telephone system have no sound at all, failure may happen at telephone cable/ connection/ joints, contact the telephone installer contractor for rectification.

2.1.1.2 At telephone system failure of reason not sure, then contact Telekom Customer Service for assistance.

2.1.2 For printers and scanner (associated with photocopy machine) breakdown, possible reasons may be associated with the ID setting in main PC is out of order (accidentally adjusted by someone) or setting in the photocopy machine is out of order or router/ modem of wireless system is malfunction.

2.1.2.1 If the printer or scanner failure is due to ID setting in main PC is out of order, contact the computer software technician and photocopy machine supplier to come together to rectify jointly;

2.1.2.2 If the failure is due to wireless router/ modem is malfunction, contact the computer technician supplier to rectify/ replace.

2.1.2.3 If the setting in the photocopy machine is out of order, contact the photocopy machine to restore the setting.

3.0 Re-verification of Rectification

3.1 Upon completion of rectification of any breakdown ICT by the technician/ supplier concerned, the user at the workstation where the ICT is located shall request the technician/ supplier to test run the machine/ system for the purpose of verification of proper functioning of the machine/ system before the technician/ supplier leave the place, and the rectification works/ part replacement done and subsequent verification results shall be clearly recorded on the ICT Breakdown Report before signing off.

3.1.1 The ICT Breakdown Report shall then be submitted to the Admin Manager to review before filing into the ICT Breakdown Report file by category of ICT breakdown.

Reviewed by: Admin Manager
Reviewed by: Quality Management Representative
Approved by: Managing Director

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