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ICT PROCEDURES
KyUC/MR/ICT/12
Name:
Signature:
Authorized by the
Principal
Date:
21/10/2015
Stamp:
Name:
Peter Kagika
Signature:
Issued by
Management
Date:
Representative
Stamp:
21/10/2015
TABLE OF CONTENTS
PROCEDURE NUMBER 1: END USER SUPPORT........................................................... 3
PROCEDURE NUMBER 2: DATA BACK-UP AND RECOVERY ....................................5
PROCEDURE NUMBER 3: REPAIR & MAINTENANCE SERVICES ...........................8
PROCEDURE NUMBER 4: WEBSITE MAINTENANCE............................................... 12
PROCEDURE NUMBER 5: DATABASE ADMINISTRATION........................................13
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GENERAL
1.1
PURPOSE
To ensure timeliness, consistency and effectiveness in undertaking end user
support.
1.2
SCOPE
Applies to the handling of all end user queries related to ICT equipment and
services at KyUC.
1.3
REFERENCES
a) Quality Manual KyUC/MR/QM/02
b) KyUC ICT Policy 2014.
1.4
1.5
PRINCIPAL RESPONSIBILITY
The Head of ICT shall ensure that this procedure is implemented.
2.0
STEPS
2.1
This procedure shall start with the ICT Technician receiving an e-ticket
support request through the e-ticketing platform.
2.2
Upon receipt of the request, the ICT Technician shall respond with a solution
to the user else the technician shall login remotely and troubleshoot.
2.3
2.4
In the event that the ICT Technician cannot solve the problem, he/she shall
escalate it to the Head of ICT section for information and recommendations.
2.5
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in
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address
the
issue.
2.6
After successfully conducting the user support, the ICT Technician shall close
the ticket with communication to the user that the issue has been resolved.
2.7
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GENERAL
1.1
PURPOSE
To ensure timeliness, consistency and efficiency in data back-up and recovery
1.2
SCOPE
Applies to all KyUC entities and third parties who use computing devices
connected to the University College network or who process or store critical
data owned by KyUC.
1.3
REFERENCES
a) Quality Manual KyUC/MR/QM/02
b) KyUC ICT Policy (2014
1.4
1.5
PRINCIPAL RESPONSIBILITY
The Head of ICT Section shall ensure that this procedure is implemented
2.0
STEPS
2.1
Back up
2.1.1
2.1.2 The users shall be required to save their work for backup in designated Folders
on the network.
2.1.3 On weekly basis, the SA shall transfer the backup folders from the central
location to a different location on the network.
NB: The User may also request for data back up before the
2.2
scheduled time.
DATA RECOVERY
2.2.1 The user shall raise a request for data recovery by filling a data recovery
request form (see 3.1 for sample data recovery request form)
2.2.2 Upon filling the form, the user shall forward it to the SA who shall analyze the
request to determine the confidentiality, integrity and authority of the
information.
2.2.3 Upon analysis the SA shall ensure that recovery of the data is done.
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2.2.4 On monthly basis, the SA shall prepare a recovery report and forward it
to the Head of ICT section for information and appropriate action
3.1
information requested.
PART 2 (to be filled by the SA if the officer has authority to access
information)
Date recovered..
Time Recovered..
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GENERAL
1.1
PURPOSE
To ensure preventive, effective and efficient maintenance and repairs of
ICT equipment
1.2
SCOPE:
This procedure covers preventive/scheduled and routine maintenance for ICT
equipment at KyUC.
1.3
REFERENCES:
a) Quality Manual - KyUC/MR/QM/02
b) ICT Policy (2014)
1.4
DEFINITION OF TERMS:
a) ICT- Information and Communications Technology
b) ICT equipment- PCs, Printers, IP Phones, switches, hubs, routers, servers,
air conditioner, Uninterrupted Power Supplies (UPS), ICT accessories
Centre.
c) SA- System Administrator
1.5
PRINCIPAL RESPONSIBILITY
The Head of ICT Section shall be responsible for implementation of this
procedure
2.0
STEPS
2.1
REPAIRS
2.1.1 This shall be as a result of user support, where the SA determines that the
equipment needs to be repaired.
2.1.2 Upon determination, the SA shall confirm if the equipment is still under
warranty and if so, contact the service provider for repairs.
2.1.3 If the equipment is not under warranty, the SA shall confirm if the University
College has the capacity to undertake the repair.
2.1.4 If the University College has the capacity, the SA shall requisite the repair
parts from the store and if not available liase with the Procurement Officer
for procurement of the repair parts.
2.1.5 The SA shall ensure that the repair is undertaken, record and maintain the details
of repair with reference to e-ticket number. (See 3.2 sample repair form)
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2.2
MAINTENANCE
2.2.1 This shall start with the SA preparing a maintenance schedule for the
subsequent year within the fourth quarter of the financial year.(see 3.3
for sample format of the maintenance schedule)
2.2.2 Upon preparation, the SA shall forward the schedule to the Head of ICT
section for approval.
2.2.3 The SA shall ensure implementation of the schedule.
2.2.4 Upon undertaking any scheduled maintenance, the SA shall within a week
prepare a report on the same and forward to the Head of ICT Section for
information, recommendations and actions as applicable.
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3.2
ICT DEPARTMENT
Computing Equipments Repair Form Page Format
Device Details
Model:
Specifications:
Serial Number
Ticket Number
Solution
SA
Sign .. Date ..
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3.3
S/N
O
EQUIPMENTS
Quantity
INTERVALS
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OBSERVATION
REMARKS
GENERAL
1.1
PURPOSE
To ensure quality web content management and maintenance
1.2
SCOPE
Applies to offering service support KyUC website
1.3
REFERENCES:
a) Quality Manual KyUC/MR/QM/02
b) KyUC ICT Policy (2014)
1.4
DEFINITIONS OF TERMS:
a) ICT- Information and Communications Technology
1.5
PRINCIPAL RESPONSIBILITY
The Head of ICT section shall ensure that this procedure is
implemented.
2.0
STEPS
All updates shall be channelled through the DP (ARSA) office for approval.
Upon approval the webmaster shall ensure the content is well
updated in the website
The webmaster shall monitor and ensure web content is up to date and
meets
University College and other set standards
The webmaster shall keep and maintain a website update register. (see
3.4 for sample format of the Website update register
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3.4
DATE
STATUS
(PUBLISH/UNPUBLISH)
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OFFICER
SIGN
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Date
Month
Time
Week 1
Week 2
Week 3
Week 4
Week 5
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Date: __________________________
Existing User YES
NO
Modules Requested (Tick the Module and then enter details on text box e.g. LPO provessing, Student Billing, exam processing etc)
Tick where
applicable
Module
Withdraw Permission
Add Permission
Documents Approval
Examination Management
Financial Management
Fleet/Transport Management
Project/Estate Management
Student Management
Student Welfare
Hospital Management
HR Management
Date: ____________
IT Manager: ______________________________________________
Approved? Yes
No
Date _____________
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KyUC/F/ICT/02