Traditional computer systems such as mainframes and minis required regular maintenance. Most computer systems today comprise a large number of PCs that require less maintenance. Nevertheless there are maintenance activities that the network administrator should undertake. This topic will help and show you how to do this.
Tark 1: Maintain a systems support log
A systems support log is a record of the maintenance and modifications that have been implemented on a computer unit. Maintaining a systems support log is an important task in supporting computer systems in the workplace. While it can be easily overlooked at the time, the value of a systems support log in the future cannot be under estimated. The reality of most technology installations is that they are constantly being modified to meet the needs of the business, and records of this activity can prove to be invaluable.
Activity 1: Understand the role of a systems support log
Q: Sort the following features of system support logs into two categories: Essential features and Optional features.
Features
- An Access database
- Be secure so only authorised users access it
- Clear and specific about the data to be recorded
- Designed to meet the needs of a system
- Easy to use
- Located on the disk of the computer in question
- Meet the requirements of a business
- Provide Total Cost of Ownership (TCO) details
Activity 2: Report problems
"Today is the 25/5/2005. As a Computer Support Officer, you are called to a computer system (PC34), which is run by Brian from the Advertising Unit. On the 23/5/2005 Brian reported that the computer had very slow performance whenever he printed to Printer PR14 from Word. He has reported a number of printing problems in the past that it was not possible to verify."
Answer the following questions about how you would report the problem on a systems support log. Focus on the most correct and detailed description of what is happening.
Q1: What date would you enter?
A1: Today’s date
Q2: What would you enter in the maintenance performed on field?
A2: PC34
Q3: What Problem description would you record?
A3: Computer slows when printing to PR14 from PC34 using word
Q4: What solution would you record?
A4: Checked printer connections, queue and updated driver. Tested and does not appear to slow down PC.
Tark 2: Maintain inventory of Information Technology resources
It is important that a business is aware of the resources it owns, its legal right to use them as well as having an insight into the spare components that are available. Inventory control is, therefore, a very important function of any business or even an individual. What is an inventory then? It is basically a detailed list of items.
Activity 1: Identify hardware inventory details
"Your employer has decided to utilise wireless communications in the head office to maximise the portability of laptop computers being used. The wireless access point device chosen is the Netcomm NP5400.""
Q: Suggest the fields that will be required to adequately detail an inventory for this device.
A: The fields required might look like this.
Asset Number Description
Serial Number Network name
Model number MAC address
Manufacturer Password
Firmware version No. WEP key (Wired Equivalent Privacyl)
Supplier Supported protocols
Warranty Web Address
Activity 2: Enter details of a software item
The following product needs to be entered as a new entry into the inventory database application SerialReg.
- Software name: Gettum Graphics
- Manufacturer: Supersoft Australia
- Product key: 245673-56435-5643FD-54RRY
Activity 3: Retrieve and add data
For this activity you can base your response on an actual database you have access to, or propose a solution based on the SerialReg database discussed in the Reading section of this Learning Pack.
You can download a copy of the SerialReg database (for free) at: http://www.sitedesigncenter.net/
Your task
You are to retrieve the listing for the following and add data where necessary to maintain an updated entry in a database inventory. The details are as follows:
- Software name: Gettum Graphics Product key: 245673-56435-5643FD-54RRY
- Site Licence: SASL-34567-GFD45-45GY7
- Manufacturer: Supersoft Australia
The actual policy for how data is retrieved will be found in any related organisational guidelines. In this instance, the guideline is that inventory data may be encrypted for security.
Q: Write down the steps you have (or would) follow to retrieve and update this entry in an inventory database.
A: Using the ‘Find’ menu item to locate the data for retrieval, or did you need to print a report?
The Options menu has a Find utility to retrieve data as well as the Encrypt utility to encrypt the database for security. To decrypt data you select the Decrypt option and have the choice of decrypting a single record or the entire inventory database. See Figure 1 and Figure 2 below.
Figure 1: The Find utility and the Encrypt utility
Figure 2: Select Decrypt option to decrypt data
Key Terms
Asset register: usually a database, similar to an inventory, where more expensive items are listed, items such as laser printers, servers, automobiles etc.
Business requirements: business needs related to the goals of a businessCSO an acronym for ‘computer systems officer’, a person whose job is to support users and maintain computer systems
IT: an acronym for information technology, the industry sector that installs, configures and supports computer-based systems
Maintenance log: a collection of information about each instance of maintenance work carried out on a computer system
Maintenance task: work (usually done by a CSO) on a device to solve or prevent a serious problem
MSIA: Microsoft Software Inventory Analyser, a tool that scans and analyses the inventory of Microsoft products installed on machines; results of the scan are generated in the form of reports
SAM: Software Asset Management, it protects an organisation's software by helping it to recognise what it has got, where it's running, and any licensing overlap
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