unit notes - kingscliff & murwillumbah it...2015/02/02 · page 4 of 17 icasas301a run standard...

Unit Notes

ICASAS301A Run standard diagnostic tests

Topic 4

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Table of Contents Table of Contents ............................................................................................................... 3

Getting Started ................................................................................................................... 4

Using these notes ................................................................................................................ 4

Maintain a systems support log ........................................................................................ 5

Before you start .................................................................................................................... 5

What is a systems support log? ....................................................................................... 5

Types of systems support logs ............................................................................................. 5

Uses for systems support logs ............................................................................................. 6

What should a systems support log include? ................................................................. 6

How systems support logs are maintained ...................................................................... 7

Example 1 ..................................................................................................................... 8

Example 2 ..................................................................................................................... 8

Example 3 ..................................................................................................................... 9

Example 4 ................................................................................................................... 10

Summary .......................................................................................................................... 11

Check your progress - Questions ................................................................................... 12

Activity 1: Understand role of a systems support log ................................................... 12

Activity 2: Report problems ......................................................................................... 12

Check your progress - Answers ..................................................................................... 14

Activity 1: Understand role of a systems support log ................................................... 14

Activity 2: Report problems ......................................................................................... 14

Research ........................................................................................................................... 14

Terms ................................................................................................................................ 15

Check your understanding - Questions ......................................................................... 16

Check your understanding - Answers ............................................................................ 17

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Getting Started These unit notes have been developed to provide a learning pathway to competence in ICASAS301A Run standard diagnostic tests. The notes contain all the skills and knowledge learning required to achieve competence.

Using these notes

Icons and symbols are used throughout this guide to provide quick visual references. They indicate the following:

Icon Meaning Icon Meaning

ACTIVITY: An activity is listed to be completed

ACTIVITY: A Learning activity requiring some physical action

WWW: A web link is listed REFLECTION: A point is to be considered and thought about more deeply

IMPORTANT: A pivotal point is detailed

SEARCH: A particular item / book etc needs to be found and applied

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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.

After completing this topic you will be able to:

Record, review and update maintenance and fault data, and equipment

modifications, in accordance with organisational standards, and report outcomes

periodically to the appropriate person.

Document relevant symptom and removal information.

Identify and report instances where preventative measures are needed.

Before you start

You should already be able to communicate effectively and operate software applications before you start this topic.

What is a systems support log? A systems support log, at its most basic, is a document that identifies each maintenance task that has been completed on a particular system. Many of these maintenance tasks are a direct result of a problem being identified on the system. Other tasks, however, may simply be a part of a preventative maintenance schedule or may involve system modifications. The terms ‘systems support log’ and ‘systems maintenance log’ are interchangeable and refer to the same document.

Types of systems support logs

Some systems support logs may be reactive in nature. This means that they detail the

maintenance procedures used to solve a particular problem or incident. Other systems

support logs may be preventative in nature. This means that they contain a list of

maintenance tasks completed as part of a preventative maintenance program. Many

systems support logs will contain elements of both of these types of logs.

While some computer systems may require individual maintenance logs, others may

share a common log with other maintained computer systems in an organisation.

The media in which logs are stored on may also vary. Some logs may be paper based

while others may be in electronic form. There are many commercial software packages

that provide sophisticated and comprehensive system logs. Such packages provide the

ability to sort or query log entries. Some even allow the business to associate costs with

systems maintenance, provide system inventories, and project management features.

Many will print out detailed reports, calculate the ‘Total Cost of Ownership’ per system or

even the efficiency of individual support staff. Packages providing such details are beyond

the scope of this module.

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Uses for systems support logs

The success of a systems support log will depend on the quality of the information stored

in them rather than the way the information is stored. Information may be recorded in table

format or simply in a ‘diary’ style. It may be recorded by a professionally designed

database, or kept in a folder next to the device. At this level we are more interested in the

quality of the information.

The information recorded in a systems support log can be used in a variety of ways. It

may be used to identify:

the level of support that a particular systems requires

frequently occurring maintenance tasks

which modifications are best dealt with by preventative maintenance tasks and

which should be dealt with by reactive maintenance tasks

common maintenance procedures which can be incorporated into the training of

support staff.

What should a systems support log include? A systems support log contains information. The information should relate to maintenance

tasks performed on a system. Many maintenance tasks are performed in response to a

specific situation or problem. The maintenance task that is carried out on a system will

also involve a procedure that was followed in solving the problem and also may require

specific resources.

The information must be organised in such a way to allow support staff to identify similar

situations at some future time as well as the procedures and resources used to solve the

problem in the past.

Any systems support log is best designed by the staff responsible for supporting the

system in question. It is also important that any design meet the requirements of the

parent business. The required format of a systems support log may be based on such

things as:

the design components required to meet the internal business document

standards,

proof that authority to perform maintenance procedures was given

the need to record time taken to perform the task

proof that the procedures used in maintenance tasks and their results were

referred to appropriate staff

the contents of a support level agreement which may specify the level of detail

required in maintenance log documentation

the need to collate and analyse information from logs of similar devices

the requirement to record that specific maintenance tasks were performed on

devices according to a maintenance schedule.

It is vital that the design of any maintenance log be useable and structured in such a way

that vital information cannot be overlooked. Systems support log designs that are too strict

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may limit the recording of detailed information. Systems support log designs that are too

free may allow vital information to be missed.

How systems support logs are maintained Four examples of systems support logs are described here. They are meant to provide a

foundation that can be altered to meet the needs of a specific system’s installation and

should not be implemented without modification.

Different business situations, types of systems and systems maintenance contracts are

just some of the factors that can affect the format of a systems support log. It is also

important that you recognise that the data used here may be stored on paper or in an

electronic form such as a database.

Example 1 is a simple paper based system where users record computer problems and

the computer support person acts on each problem identified. The logs are stored at each

computer.

Example 2 is from a computer system where users report calls to a centralised helpdesk

which allocates work. The log may be electronic on a corporate data share or on a laptop.

It is completed when the support person attends the computer and solves the problem.

Example 3 is a maintenance log for a specific type of process. The purpose of including

this example is to demonstrate that logs are designed to meet the needs of a situation —

rather than trying to make a situation fit a maintenance log. It is stored with the backup

media and is completed each day by the backup operator.

Example 4 is a diary style systems support log. This type of log allows the maintenance

staff to freely record text, diagrams and references into a single maintenance record. This

has the advantage of not being limited to a pre-conceived format that may not apply in all

situations. It has the disadvantage of being harder to collate and analyse.

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Example 1

For standard computer systems in a small office environment the follow example of a support log may be used. At this location, users record

problems with their PC in the log listed below. This log is regularly checked by a Computer Support Officer (CSO) who attempts to resolve

problems.

Date: Comp. ID: Description of problem: Reported by: Description of resolution: CSO Sig. & date:

25/4/200

5

PC102 Computer would not print from word J. Smith Checked cables, Re-booted

printer, re-booted computer,

checked printer queue to find

queue paused. Tested printer OK.

H Hedley 27/4/2005

Example 2

This log is based on a computer network that uses a Help Desk. The Help Desk is available for users to ring up and report problems that need

attention. Each problem is allocated a reference number. The purpose of the maintenance log below is to provide a more detailed information

of the resolution to a problem. The centralised recording of all the Help Desk resolutions may then form a Knowledgebase resource for future

reference. The problem itself is not described here as it is recorded under the Help Desk system.

Date Computer

ID

Help desk ID

Ref No

Brief description of procedure

followed

Resources required Time taken Signature

14/7/

2005

PC312 ID1423 Virus scan of c:\ revealed presence

of ‘myDoom.32’. Used removal tool

and procedure from NAV web site.

Rebooted computer, re-scanned C:\

to verify removal.

http://website

address.com

1:20 min H Hedley 27/4/2005

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Example 3

The log shown here relates to a specific process, in this case Backup Procedure. This log is modified each day by the backup operator who

records the status of the previous night’s backup.

BACKUP LOG: SERVER PSF5

Date: Tape ID Type Backup Software Completion Message: Action required and

referred to:

1-2-2005 Red#6 Full No: 102 Operation completed successfully N/A

2-2-2005 Red#7 Incremental No: 102 Operation completed successfully N/A

3-2-2005 Red#8 Incremental No: 55 Data verification Failed Help desk: Id 14232



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Example 4

The log shown here relates to a single device such as a File server. This log is modified each day by the server administrator who regularly

performs a variety of maintenance tasks, most of which are related to entries in the system log.

SERVER PSF5 MAINTENANCE LOG

Date: 25/4/04

Viewed the event log of the previous day. As noted before, there appears to be multiple login attempts to the administrator account. These

attempts are listed as login failures in the Security section of the event log. Will recommend to team leader that we being a network traffic trace

to determine the origin of these logs. There were also a 15 application errors in the event log for the new CAD package installed last week. Will

refer this to application support team.

Date: 26/4/04

Viewed the event log of the previous day. More failed attempts to log into administrator account. I am still awaiting a reply from the support

team leader about a network trace. Time server errors were listed, but these relate to the ADSL link being unavailable for part of yesterday.

Print queue PSF5-PR1 unexpectedly went offline twice yesterday.

Date: 27/4/04

Have just finished installing network trace software to track the failed login attempts. More print queue errors on PSF5-PR1. I have emailed all

printer users to let me know if they are having problem with print jobs not printing.

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Summary In this reading you should have learnt that a systems support log is simply a mechanism for

recording details about maintenance work performed on computer systems.

This information may be useful in many ways. It may be used to identify common problems

over time. It may be used create a list of preventative maintenance procedures on systems.

It may be used to support the funding of appropriate levels of computer support based on

past needs. It may also be used as a knowledge base of known problems with resolutions.

You have also learnt that a systems support log must be structured to meet the needs of the

system. As long as the log provides a structure which encourages the recording of accurate

information in a way that is clear and simple, then the log has a good chance of being

effective.

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Check your progress - Questions

Activity 1: Understand role of a systems support log

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

Essential features: Optional features

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.

What date would you enter?

A. Today’s date

B. The problem reported date

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C. Past dates before 23/5/2005

What would you enter in the maintenance performed on field?

A. PC33

B. PR14

C. PC34

D. Brian’s PC

What Problem description would you record?

A. Computer slows when printing to PR14 from PC34 using word

B. Printer PR 14 not working properly

C. Computer PC 34 not printing

D. Brian again

What solution would you record?

A. Checked the printer and it prints. No action taken.

B. Checked printer connections, queue and updated driver. Tested and does not appear to slow down PC.

C. Checked connections to printer and it seems OK. No action taken.

D. The same user has reported many other problems – seems to be related to the user, not the PC.

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Check your progress - Answers

Activity 1: Understand role of a systems support log

Essential features: Optional features

Easy to use An Access database

Clear and specific about the data to

be recorded

Located on the disk of the computer

in question

Designed to meet the needs of a

system

Be secure so only authorised users

access it.

Meet the requirements of a

business

Provide Total Cost of Ownership

(TCO) details

Activity 2: Report problems

What date would you enter?

A: Correct. You would enter today’s date.

What would you enter in the maintenance performed on field?

C: Correct. You would enter ‘PC34’.

What Problem description would you record?

A: Correct. The best answer is ‘Computer slows when printing to PR14 from PC34 using

word’.

What solution would you record?

B: Correct. The best answer is ‘Checked printer connections, queue and updated driver.

Tested and does not appear to slow down PC.’

Research There are many Internet sites that contain information about maintenance logs and software.

Searching for ‘computer maintenance log’ will yield a number of websites to investigate.

Many of these will relate to examples of specific workplaces that use maintenance logs.

Each will be different because they are designed for a specific situation and form part of the

overall IT support strategy of a company.

It is always useful to have a link to a good PC dictionary, such as:

http://www.webopedia.com

http://www.techweb.com/encyclopedia.

http://www.webopedia.com/

http://www.techweb.com/encyclopedia

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Terms

Business requirements

business needs related to the goals of a business

CSO 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

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Check your understanding - Questions Do you think you already know how to maintain a systems support log? Try and answer the

following questions to check your understanding of this topic.

Question 1

Answer true or false for the following statement.

An individual system support log document should exist for every computer in an installation.

Question 2

Answer true or false for the following statement.

Updating a systems support log can be left until the IT Support Person has time to fill it out.

Question 3

The most important feature of a systems support log is that:

A. It is in electronic form so that filters and queries can be applied

B. The information in it is accurate

C. Each problem is described in at least a page

D. It is securely stored to stop users from losing it

Question 4

Read this entry in a systems support log:

Stardate: 2034.56

Problem: The computer won’t go.

Comment: The computer had a few problems that were mostly related to the user – except for one thing that I fixed. Told the user what to do next time. Shouldn’t happen again.

The major problem with this log entry is that:

A. It doesn’t clearly explain what the problem is

B. It doesn’t clearly explain what the solution is

C. Neither the system nor the technician are identified

D. All of the above are major problems

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Check your understanding - Answers

Question 1

False. This is a false statement. A single log for a logical group of computers may be more appropriate in some situations. The importance identified in this learning object is not the number of logs that exist, but the information recorded in them.

Question 2

False. This is a false statement. It should be filled out as the final step in the problem solving cycle.

Question 3

B: Correct. Although logs may be sophisticated, detailed and secure, none of this matters unless the information in it is accurate.

Question 4

D: Correct. The log is totally inadequate. All of the items listed are major problems.

unit notes - kingscliff & murwillumbah it...2015/02/02 · page 4 of 17 icasas301a run standard...

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