1. Chapter 13 Chapter 13: Computer Facilities Management A Guide to Computer User Support for Help Desk and Support Specialists second edition by Fred Beisse

2. Chapter 13 Learning Objectives n Major types of computer facilities n Common facilities management problems n Facilities management tools and procedures for dealing with problems end users often encounter

3. Chapter 13 Introduction to Computer Facilities Management n Computer facility: u Hardware u Software u Network u Information u People u Operating procedures u Environment (furniture, space, and electrical power) associated with the use of a computer system

4. Chapter 13 Introduction to Computer Facilities Management n Centralized F One central physical site n Decentralized F Computers located where people are n Distributed F Some central facilities; some geographically dispersed facilities F The current trend (e.g., networked systems)

5. Chapter 13 Common Facilities Management Problems n Hardware problems and repairs n Electrical power failures and problems n Disasters and contingencies n Software problems n Network problems n Ergonomic problems n User errors and recovery n Crime and misuse

6. Chapter 13 Managing Hardware Problems n User support specialist u Perform simple diagnosis and repairs u Should be able to differentiate between real hardware malfunction and configuration problem with operating system or temporary network failure n Organizations provide hardware repairs by u Outsource to service provider u Perform simple repairs in-house and outsource others u Maintain an in-house repair facility

7. Chapter 13 Outsourcing Hardware Repair n Service level agreement (SLA): written expectations for u Service response time u Local availability of parts u Preventive maintenance and diagnostic services u Where the service will be performed F On-site F On location u Cost n Time and materials basis u Hourly labor charge, plus parts u Few guarantees on responsiveness

8. Chapter 13 Other In-house Options n Redundant system u Extra, backup computer n RAID (redundant array of inexpensive disks) u Provide large amounts of cheap, replaceable storage

9. Chapter 13 Managing Power Failures n Power management addresses electrical supply failures, spikes, brownouts, and poor quality power u Downtime – time when a computer is unavailable due to problems u Uptime – operational hours n Strategies: u Surge suppression units u Power conditioning equipment u Uninterruptible power supply (UPS)

10. Chapter 13 Power Conditioning Equipment n Protects equipment from damage by removing all but largest power surges n Can overcome some limited duration brownouts

11. Chapter 13 Uninterruptible Power Supply (UPS) n Include u power conditioning circuits u battery backup n Provide time for computer equipment to be shut down correctly u Software u Operating systems u Hardware

12. Chapter 13 Disaster Planning n 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 n Often includes a disaster/contingency plan to address recovery from F Floods F Fires F Earthquake F Sabotage F Storm damage

13. Chapter 13 Disaster Management Tools n Business interruption insurance n Engineering inspections n Hot and cold site agreements n Media Backups n Access and security measures n A disaster/contingency plan

14. Chapter 13 Insurance n Offset cost of returning business to operational state n Protects company from financial ruin

15. Chapter 13 Inspections n Work performed by consulting engineer n Help identify potential for damage to computer and other equipment

16. Chapter 13 Hot and Cold Site Agreements n Create redundancy that serves as backups to an existing system n Provide means to get a computer installation operational quickly n Cold site: A geographically distant location that includes space for equipment for a replacement computer n Hot site: Offers same facilities as a cold site, plus operational equipment similar to the system it is designed to backup

17. Chapter 13 Media Backups n Backup - Copies of important programs and data maintained on separate media u Backup media: Floppy disksFloppy disks Cartridge tapesCartridge tapes Writeable CDsWriteable CDs Removable hard drivesRemovable hard drives n Facilitate restoration of programs and data after a disaster

18. Chapter 13 Access and Security Protection n Tools to deal with threats of sabotage by limiting physical and electronic access to facilities u Keypad entry locks u ID badges u Biometric ID readers u Motion sensors and heat detection systems u Camera systems that monitor facilities u Metal detectors u Physical barriers (walls and windows) u Reception desks

19. Chapter 13 Disaster/Contingency Plans n Defines steps to take in case of disaster n Includes information such as: u Employee directory u Location of backup media u Operational procedures u Inventory of equipment, software, licenses u Insurance policies, hot/cold site agreements, etc. u Floor plan u Instructions for staff evacuation

20. Chapter 13 Managing Software Problems n Problem log n Software problem report (SPR) system u Captures and documents problem incidents u Can be manual or automated u Used by staff in software development company u Also called a bug report system

21. Chapter 13 Managing Network Problems n Networks are combinations of hardware and software u Size of network causes problems u Network technology also provides tools to solve problems n Administrative procedures n Performance monitors n Media backups n Access security n Software maintenance

22. Chapter 13 Administrative Procedures n User accounts and authorized access n Disk space allocations n Rights and privileges of resource use

23. Chapter 13 Performance Monitors n Hardware and software tools that collect information about network operation u Number of users logged on u Access activity u Applications running u CPU and memory use u Number of jobs in print queue u Network bottlenecks n Can alert staff to possible service problems

24. Chapter 13 Media Backups n Reduce facilities management costs and problems n Strategies u Schedule automated backups u Network provides an easy way for users to back up data files on local hard drives u Staff can schedule backups at times when user load is light

25. Chapter 13 Software Maintenance n Network tools can make the software administration task easier than it would be for a comparable number of standalone systems u Distribution of new versions of software u Run applications directly from server u Automated installation procedures

26. Chapter 13 Managing Ergonomic Problems n Chapter 10 covers ergonomic problems in greater detail n Ergonomic concerns are ongoing u Need to train end users about potential workstation problems u Can provide questionnaires for end users to report problems they encounter u Site visits by support specialists help identify and correct problem areas

27. Chapter 13 Managing User Errors n Errors result in lost data and decreased productivity n Common user errors u Data entry errors u Failure to make backups u Lapses in data security u Use of unlicensed software u Failure to check for viruses u Misuse of powerful software tools

28. Chapter 13 Managing User Errors n Increased user training n Feedback to software developers n Automated procedures u Reduce errors n System audits u Outside expert verifies that proper operating procedures are followed

29. Chapter 13 Managing Crime and Misuse n Access controls F Limit electronic entry into a computer or network (e.g., firewalls, callback models) n Physical controls F Limit physical entry F Cable tie-down systems n Inventory controls F Asset management n Information controls F Limit access to information

30. Chapter 13 Facilities Management Tools and Procedures n Media backup procedures n Media defragmentation n Media maintenance n Computer supplies n Preventive maintenance n Antivirus software utilities n Use accounting and statistics

31. Chapter 13 Media Backup Procedures n Decision on how much to back up u User data u Applications software u Operating system software n Backup options u Full backup – all files u Incremental backup – all files that changed since last backup u Differential backup – all files that change since last full backup n Other backup options u By date created

32. Chapter 13 Common Backup Rotation Scheme

33. Chapter 13 Backup Media Labels n Naming convention for 3-set rotation: n stdnn u s = media set letter (A, B, C) u t = type of backup F Full F Incremental F Differential u d = day of week (MTWHFSU) u nn = sequence number (01, 02, 03 …)

34. Chapter 13 Backup File Restoration n Procedure to copy one or more files from backup media to original or replacement disk u Backup software is used for file restores u May require permissions from owner of data

35. Chapter 13 Media Defragmentation n Defrag utility rewrites files on the disk so that each file is in contiguous sectors n Regroups free space so it is contiguous n Dramatically improves disk performance

36. Chapter 13 File Fragmentation and Defragmentation Fragmented file Fragmented file Defragmented file Defragmented file

37. Chapter 13 Media Maintenance Tasks n Recover lost allocation units n Erase unused programs and files n Recycle and replace tape cartridges

38. Chapter 13 Recover Lost Allocation Units n Windows ScanDisk utility u Recovers lost allocation units u Repairs free space u Checks disk surface for common problems u Repairs problems with FAT table, directory structure and files

39. Chapter 13 Erase Unused Programs and Files n Increases amount of available disk space n Improves system performance n What to erase u User data files u Obsolete applications programs F Use uninstall or disk cleanup utility u System software F Stay away from operating system, registry, configuration files; use utility software

40. Chapter 13 Recycle and Replace Tape Cartridges n Become brittle with age n Recopy stale tape media n Discard brittle tapes

41. Chapter 13 Computer Supplies n Maintain inventory of u Printer supplies u Media u Cleaning supplies u Computer parts n Sources u Local office supply stores u Electronics supply stores u Mail-order vendors u Internet vendors

42. Chapter 13 Preventive Maintenance n System unit n Disk drives n Printers n Keyboards n Mouse parts n Display screen

43. Chapter 13 Preventive Maintenance n System unit u Remove dust buildup with vacuum cleaner u Test electronic components with diagnostic software u Test battery strength u Check internal and external cable connections n Disk drives u Serviced only by qualified technician u Usually replaced rather than repaired u Disk cleaning kit for floppy drives in harsh environment

44. Chapter 13 Preventive Maintenance n Printers u Remove dust with vacuum cleaner u Keep inside free of ink and toner spills u Peripheral rotation strategy for devices such as printers n Keyboards u Remove dust and dirt particles with vacuum cleaner or compressed air u Clean keys with lint-free cloth and isopropyl alcohol

45. Chapter 13 Preventive Maintenance n Mouse parts u Clean rubber ball inside mouse n Display screen u Clean screen regularly to improve visibility u Monitor case to be removed by qualified repair technician only

46. Chapter 13 Antivirus Software Utilities n Virus - A program that can attach itself to other programs, e-mail messages, macros, or disk media n Antivirus utility software u Virus detection – “find it” u Virus removal – “get rid of it” u Virus monitoring – “make sure it never returns”

47. Chapter 13 Use Accounting and Statistics n Software that collects, stores, and reports on computer resource use n Common use fees: u E-mail u Internet access (ISP) u Applications software (ASP) u Service bureau n Helps determine costs of providing services to users and departments

48. Chapter 13 Other Computer Facilities Management Tasks n Design facilities n Plan for new equipment purchases n Dispose of obsolete equipment n Design charge back systems n Negotiate vendor agreements n Coordinate environmental & safety effort n Consult on ethical issues n Provide information on legal issues