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

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

Chapter 13

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

Chapter 13

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”

Chapter 13

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

Chapter 13

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