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

Reporting ICT System Breakdown

• 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). 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.
  

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

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

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

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

Investigation of Cause and Rectification

• As soon as SER is receive from the user, for any breakdown report for item 1.2.1, ICT Technician shall respond to the reported breakdown within 3 working hours from the time of receiving such report and investigate the cause of breakdown.
  

• After investigation of breakdown cause, the ICT Technician shall provide rectification if the spare parts are available for minor breakdown and within the skills of the ICT personnel at the within of 1 working day from the date of receiving the breakdown report. The major breakdown shall be rectified at the maximum of 5 working days from the date of receiving the breakdown report.
  

• Handling of breakdown shall be referred to these standard guidelines:

1. Solving ICT Application Related Problems (GL-INFRA-01);
2. Solving Printer related problems (GL-INFRA-02);
3. Solving Network related problems (GL-INFRA-03);
4. Solving Personal Computer (PC) related problems (GL-INFRA-04);
5. Solving Scanner related problems (GL-INFRA-05);
6. Solving Operating System related problems (GL-INFRA-06).
   

• For any breakdown report for item 1.2.2, the ICT Technician in charge after performing the item 2.1 shall immediately lodge the report to the vendor for rectification within 5 working days from the date of lodgement of the report.
  

• Reported breakdown to the vendor shall be lodged through SAINS online call center at ___ .Scanned copy of SER shall be attached with the SAINS online call center form and keep the hardcopy of SER for reference and record. Email notification with docket number shall be received from SAINS for service reference and follow-up purposes. The docket number shall be written on the designated area on SER.
  

Re-verification or Rectification

• Upon completion of rectification of any breakdown ICT equipment/system by the ICT Personnel/vendor concerned, the user at the workstation where the ICT equipment/system is located shall together with the ICT Personnel/vendor, test run the equipment/system for verification purposes to determine the functionality of the equipment/system.

• Upon completion of rectification of any breakdown ICT equipment/system as per item 1.2.1, the ICT Technician shall immediately record the verification works/part replacement done and verification results on the ICT Service Worksheet (ISW) for signing off.

• Upon receiving response of completion of work or rescheduling of work from SAINS, for rectification of any breakdown ICT equipment/system as per item 1.2.2, the ICT Technician shall notify the user concerned by email within 2 working days from the date of completion of rectification work or decision date to reschedule the rectification work.

Submission of Breakdown Record for Review

• Upon completion of rectification of any breakdown ICT equipment/system, the ICT Technician shall immediately submit SER and ISW by hand to the HOD, ICT Infrastructure for review before filing into the ICT services file.

• After the SER and ISW received, the HOD ICT Infrastructure shall review the SER and ISW within 2 working days from the date of receiving the SER and ISW.

Control of Documented Information

• After completion of Corrective maintenance of ICT System activity , the HOD of ICT Infrastructure or DO shall keep the System’s Error Report Form (SER) in ICT Service Worksheet (ISW) at ICT Infrastructure Sector.

• The ICT Service Worksheet (ISW) shall be categorised as “Open” document and can be accessed by ICT staff.

• The ICT Service Worksheet (ISW) shall be kept for a maximum of 3 years.