Corrective maintenance of ICT system

Introduction

This procedure is to enable the corrective maintenance on Information and Communication Technology (ICT) Infrastructure/System in Pustaka Negeri Sarawak are attended to and be rectified in timely manner in order to minimize delay in communication and processing of work.

Scope

This procedure is applicable to all types of ICT system which includes:-

• End user computing e.g. printer, computer hardware (monitor, central processing unit (CPU), keyboard, mouse, computer software (antivirus system, application system, operating system, email), scanner, handheld scanner, projector, notebook, netbook, tablet etc.;
• Network equipment e.g. router, firewall, network cable, network nodes, network switches, modem, etc.;
• System Server e.g. central backup server, storage area network server, data storage, web server, CD Rack, etc.

Process

1.0 Reporting ICT System Breakdown

1.1 Whenever there is breakdown encountered to any of the ICT System in the office, the staff concerned shall immediately complete the System’s Error Report Form (SER).

1.2 After the SER is completed, the staff concerned shall immediately refer the SER by faxing/handing over/electronic mail (scanned copy) to the following ICT personnel.

1.2.1. Refer to the HOD ICT Infrastructure of Pustaka Negeri Sarawak for 1st Level ICT support:-

• Attend to breakdown report or complaint;
• Replacement and configuration of computer parts if available;
• Troubleshoot hardware and software related problem.

1.2.2. Refer to ICT Technician at SAINS for 2nd Level ICT Support:-

• Procurement of computer parts and services;
• Replacement and configuration of server and network equipment parts;
• Advanced configuration for application system server and databases;
• Error reporting for ICT application system which covered under Service Level Agreement (SLA).