Chapter 13 Computer Facilities Management. Guide to Computer User Support, 3e 2 Major types of computer facilities Common facilities management problems

Chapter 13

Computer Facilities Management

Guide to Computer User Support, 3e 2

• Major types of computer facilities

• Common facilities management problems

• Management tools and procedures for dealing with end-user facilities problems

Learning Objectives


• Computer facility is a combination of

• Hardware

• Software

• Network

• Information

• People

• Operating procedures

• Environment (furniture, space, and electrical power) associated with the use of any computer system

Introduction to Computer Facilities Management


• Types of facilities

• Centralized facilities are located at one central physical site

• Decentralized facilities locate computers geographically where users are

• Distributed facilities are a combination in which some parts of a computer system are centrally located and other parts are dispersed where users are

• Distributed facilities represent the current trend

• A network server is centrally located

• User workstations are decentralized

Introduction to Computer Facilities Management


Facilities Impact Support Services

• Centralized facilities concentrate the need for support services in a limited geographic area• Maximizes control over facilities and users

• Decentralized facilities challenge support services since users are dispersed• Minimizes control over facilities and users

• Support services in distributed facilities • Must provide services where users are located

• Network provides tools to support users where they work


Common Facilities Management Problems


• User support specialists may• perform simple diagnosis and repairs

• differentiate between

• real hardware malfunctions

• operating system configuration problems

• temporary network failure

• Ways organizations handle hardware repairs• Outsource repairs to service vendor

• Perform simple repairs in-house and outsource others

• Maintain an in-house repair facility

Managing Hardware Problems


• Service level agreement (SLA) is a written contract between an organization and a service vendor

• SLA defines expectations for

• Response time for service

• Local availability of parts

• Preventive maintenance and diagnostic services

• Where the service will be performed

• On-site

• At repair depot

• Costs and penalties

Outsourcing Hardware Repairs


Repair Alternatives

• Time and materials is an alternative to contracted hardware repairs where an organization pays based on• labor costs (time)

• replacements parts (materials)

• Time and materials limitations• Organization pays transportation costs to repair depot

• Hourly rate for labor

• Best effort basis (no guarantees)

• Few guarantees on responsiveness


• Redundant system is an extra backup computer or peripheral identical to hardware in daily use• Can be placed into service when original hardware fails

• Can be used until original hardware is repaired

• A low-cost form of insurance

• Redundant array of inexpensive disks (RAID)• Provides large amounts of cheap, replaceable storage

• A defective disk can be replaced with no downtime

Other In-house Strategies


• Power management addresses electrical supply failures, spikes, brownouts, and poor quality power• Downtime is a measure of the number of hours a computer

system is unavailable due to problems

• Uptime measures the number of operational hours

• Power management strategies:• Surge suppressor

• Power conditioner

• Uninterruptible power supply (UPS)

Managing Power Failures


• Surge suppressor protects against some power spikes (see chapter 10)

• Power conditioner is a device that inputs “dirty” power from an electric utility and retransmits “clean” power to computer equipment

• Dirty power is electricity that fluctuates beyond normal bounds in voltage or frequency

• Protects equipment from damage by removing all but largest power surges

• Can overcome some limited duration brownouts

Power Conditioning Equipment


• Uninterruptible power supply (UPS) is an electrical device that includes• power conditioning circuits

• battery backup

• Provides backup power and time for computer equipment to be shut down correctly• Prevents damage to hardware, software and data due to abnormal

termination

• The larger the battery capacity, the longer a system will operate under UPS power

Uninterruptible Power Supply (UPS)


• User support staff may be first to learn of software problems

• Software problem report (SPR) is a procedure to capture problems with computer programs• Documents problem incidents

• Can be manual or automated

• SPRs are a useful source of information to developers in a software vendor

• Also called a bug report

Managing Software Problems


• Network problems are often combinations of hardware and software problems• Size of network causes unique problems

• Network technology also provides tools to help solve problems

• Examples of network problems• Administrative procedures

• Performance monitors

• Media backups

• Access security

• Software maintenance

Managing Network Problems


• Network problems that confront support staff

• Establish and maintain user accounts

• Grant rights and privileges of authorized access to resources

• Allocate disk space

• Handle accounting and billing problems and disputes

Network Administrative Procedures


• Performance monitors are hardware and software tools that show user and network support staff how effectively and efficiently a network is operating• Number of users logged on• Hard drive access activity• Applications running• Percentage of downtime• CPU and memory use• Number of jobs in print queue• Network throughput bottlenecks

• Can alert facilities staff to possible service problems

NetworkPerformance Monitors


Network Media Backups

• Network media requires periodic backup

• Server storage space

• User data

• Server can provide space and a convenient way for users to back up personal data

• Can be scheduled when load on server and network is light


• Networks increase the difficulty of software installation and updates

• Network tools can make the software administration task easier than it would be for a comparable number of standalone systems• Automatically distribute new versions of software

• Run applications software directly from server

• Automate installation procedures

Network Software Maintenance


Managing Security Problems

• Sources of security problems

• Internal threats arise from an organization’s workers and user

• External threats arise from clients, hackers and the public from outside an organization

• Electronic threats arise from attempts to breach the information or resources in a system

• Physical threats arise from attempts to damage or disrupt equipment or facilities


Electronic Security Strategies

• Operating system vulnerabilities are unintended paths or gateways into a system due to unpatched software bugs• Support staff should encourage users to install updates and patches

• A firewall is a hardware device or software utility that intercepts and prevents unauthorized attempts to access a computer connected to the Internet• Most vulnerable: DSL and cable broadband connections

• A callback modem returns a user’s call to a predefined, secure telephone number for each user


Managing Physical Threats

• Physical threats arise from several sources

• Thieves• Equipment

• Information

• Disgruntled employees

• Members of public who are threatened by• Technology

• Bureaucracies


• Tools to deal with threats of sabotage by limiting physical access to facilities• Keypad entry locks

• ID badges and cards

• Biometric ID readers

• Motion sensors and heat detection devices

• Camera systems that monitor facilities

• Reception desks

• Metal detectors

• Physical barriers (walls and windows)

Physical Security Strategies


• Risk management is the use of tools and strategies to reduce an organization’s financial and customer service risk due to unpredictable interruptions in the ability to provide computer services

• Disaster management tools address recovery from• Power failures

• Floods

• Fires

• Earthquakes

• Sabotage

• Terrorist attacks

• Storms

Managing Disasters with Contingency Plans


• Business interruption insurance

• Engineering inspections

• Hot and cold site agreements

• Media Backups

• Disaster/contingency plans

Disaster Management Strategies


• Business interruption insurance provides additional financial resources at the time of a disaster to

• offset the cost of returning business to operational state

• protect organization from financial ruin

Insurance


• An engineering inspection helps identify the potential damages due to disasters

• Work performed by a consulting engineer

• Helps identify potential for damage to computer and other equipment

• May recommend structural modifications to buildings

• May recommend detection devices to warn of problems

Inspections


• Create redundancy that serves as backups to an existing system

• Provide means to return a computer installation to operational status quickly• Cold site is a geographically distant location that includes

space for a replacement computer

• Hot site is a facility similar to a cold site, plus operational equipment similar to the system it is intended to backup

• Tip: mutual assistance agreements between similar organizations are an alternative to commercial site agreements

Site Agreements


• Media backups are copies of important programs and data maintained on media that is separate from the original

• Backup media:• Floppy disks

• Cartridge tapes

• Writeable optical media (CDs and DVDs)

• Removable hard drives

• USB flash drive

• Backups facilitate restoration of programs and data after a disaster

Media Backups


• A disaster/contingency plan describes various steps to take in case of of a temporary disruption of service due to a disaster

• Includes information such as:• Employee directory

• List of notifications to be made

• Location of backup media

• Copy of operational procedure documentation

• Inventory of equipment, software, licenses

• Insurance policies

• Hot/cold site or reciprocal aid agreements

• Facilities floor plan

• Instructions for staff evacuation

Disaster/Contingency Plans


Managing Ergonomic, Safety and Productivity Problems

• Chapter 10 covers ergonomic problems and solutions in greater detail

• Ergonomic concerns are ongoing• Need to train end users about potential workstation problems

• Can provide questionnaires or forms for users to report problems they encounter

• Provide links on organization’s Web page to information

• Site visits by support specialists help identify and correct problems


• Errors result in lost data and decreased productivity

• Common user errors

• Data entry errors

• Lapses in data security

• Failure to follow operational procedures

• Use of unlicensed software

• Use of poor quality software

• Misuse of powerful software tools

Managing User Errors


• Increased user training

• Feedback to software developers

• Automated procedures• Reduce user errors

• System audits

• A system audit is an investigation by an independent consultant to verify that operating procedures are followed and to identify potential problems

Strategies to Minimize User Errors


• Access controls are procedures and tools to limit electronic entry into a computer system or network• User IDs and authentication procedures

• Firewalls and callback modems

• Organizational policies that limit access

• Physical controls are tools to limit physical access to facilities, equipment and information• Door locks, ID badges, alarms

• Cable tie-down systems

Managing Computer Crime and Misuse


Managing Computer Crime and Misuse (continued)

• Inventory controls maintain records about the location, configuration and value of equipment• Also called asset management

• Information controls limit and monitor access to valuable or confidential information• Organizational policies on access to information


Managing Computer Recycling

• Turnover of equipment poses disposal problems

• Hand-me-down strategy

• Donate obsolete equipment

• Recycle• for use by charitable organizations

• for salvage value of materials

• Some supplies and peripherals can be recycled

• Tip: Avoid disposal in a landfill


Facilities Management Tools and Procedures


Media Backup Procedures

• Utility software writes media backup copies

• Automated backups run at a scheduled time

• Format options• Same format as original media

• Compressed format

• Takes less space

• Must be decompressed when restored

• Tip: use automated backup options in application packages such as word processors and spreadsheets


• What to backup• User data• Application software• Operating system Registry and other user-specific files• Operating system software

• Type of backup• Full backup copies all files to backup media• Incremental backup copies only files that changed since last backup• Differential backup copies only files that changed since last full

backup• Progressive backup copies only those files that need to be backed

based on a database of backup information

• Other backup options• By date created

Media Backup Strategies


Backup Media Labels

• Naming convention for 3-set backup rotation:

stdnn

s = media set letter (A, B, C)

t = type of backupFull

Incremental

Differential

Progressive

d = day of week (MTWHFSU)

nn = sequence number (01, 02, 03 …)


Backup File Restoration

• File restoration is a 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

• Tip: test file restore procedures periodically


Media Defragmentation

• Operating systems try to write each file in contiguous (adjacent) sectors on a disk

• When a disk does not contain enough contiguous free space to hold a file, the operating system breaks the file into chunks or fragments

• Disk fragmentation occurs as a disk contains • Fewer whole files

• More fragmented files

• Fragmentation slows disk performance • Fragmented files take longer to write and read


• Disk defragmentation uses a utility program that rewrites files on a disk so that each file is in contiguous (adjacent) sectors

• Shortens access time to write or read files

• Regroups free space so it is contiguous

• Dramatically improves disk performance

• Tip: As a safety precaution, users should backup a hard drive prior to running a defrag utility

Defragmentation Strategy


• Recover lost allocation units• Use Windows ScanDisk utility (or equivalent)

• Recovers lost allocation units

• Repairs free space

• Checks disk surface for common problems

• Repairs problems with FAT table, directory structure and files

Media Maintenance Strategies


Media Maintenance Strategies (continued)

• Erase Unused Programs and Files• Increases amount of available disk space

• Improves system performance

• What to erase

• User data files

• Obsolete application programs, including old versions

• Unused utility software

• Tools• Uninstall option in application software packages

• Operating system’s Add/Remove Software option

• Operating system’s Disk Cleanup utility

• Utility software to perform disk cleanup tasks

• Tip: Stay away from operating system folders and files, Registry, configuration files


Media Maintenance Strategies (continued)

• Recycle and replace tape cartridges

• Magnetic tape becomes brittle with age

• Recopy stale tape media

• Discard brittle tapes


Computer Supplies

• Maintain inventory of• Printer supplies

• Media

• Cleaning supplies

• Computer parts

• Sources• Local office supply stores

• Electronics vendors

• Mail-order catalogs

• Internet vendors


• Preventive maintenance reduces the likelihood of computer component failure and repair costs

• Procedures to clean and adjust• System unit

• Disk drives

• Printers

• Keyboards

• Mouse parts

• Display screen

Preventive 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

Preventive Maintenance (continued)


• Printers• Remove dust and paper particles with vacuum cleaner

• Keep inside free of ink and toner spills

• Peripheral rotation swaps a heavily used device with one that has received less use• Attempts to extend the life of a printer

• Keyboards• Remove dust and dirt particles with vacuum cleaner or compressed

air

• Clean keys with lint-free cloth and isopropyl alcohol



• Mouse parts

• Clean rubber ball and contacts inside mouse

• Use isopropyl alcohol

• Display screen

• Clean screen regularly to improve visibility

• CRT-type monitor case should be removed only by qualified repair technician



• Computer Virus is a program that can replicate and attach itself to other programs, e-mail messages, macros, or disk media• Can be benign

• May cause damage to hardware or data

• Antivirus utility software

• Virus detection – find it

• Virus removal – get rid of it

• Virus monitoring – prevent its returns

Antivirus Software Utilities


Tips on Antivirus Software

• Virus attacks can destroy disk data• Media backups are an important virus management tool

• Keep antivirus software up-to-date with latest virus definitions• Use automatic update service if available

• A virus hoax is a warning about a suspected virus• Usually via e-mail

• From a trusted source

• Warns of dire consequences if warning ignored

• May be fallacious

• Veracity can be tracked at antivirus vendor Web sites


• Software that collects, stores, and reports on computer resource use

• Common use fees:• E-mail

• Internet access (ISP)

• Applications software provider (ASP)

• Service bureau

• Web hosting

• Helps determine and allocate costs of providing services to users and departments

Use Accounting and Statistics


Other Computer Facilities Management Tasks

• Design or remodel facilities

• Plan for new equipment purchases

• Design charge back systems

• Negotiate vendor agreements

• Coordinate environmental and safety effort

• Consult on ethical issues

• Provide information on legal issues


• The type of computer facility (centralized, decentralized or distributed) can impact the kinds of support users need

• Common facilities management problems• Support specialists may make simple hardware repairs or rely on

service vendors through an outsourcing agreement or a time and materials repair depot

• The impact of electrical power failures can be reduces with power conditioners and uninterruptible power supplies

• Software problem reports may provide useful information for software developers

• The impact of network problems can be reduces with administrative procedures, performance monitors, media backups, and access security

• Tools to manage security threats address internal and external as well as electronic and physical access

Chapter Summary


Chapter Summary (continued)• Common facilities management problems (continued)

• Disaster planning involved media backups, reciprocal site agreements security measures and a contingency plan

• User problems can be reduced with training, robust software design, automated procedures, and system audits

• Computer crime and misuse is minimized with access controls, physical controls, inventory controls, and information controls

• Obsolete equipment can be handed-down to other workers, or through recycling or disposal


Chapter Summary (continued)• Tools and procedures for managing problems in computer facilities

• Media backups to safeguard data

• full, incremental, differential and progressive

• Media defragmentation to improve disk performance

• Media maintenance to recover lost disk space

• An inventory of computer supplies

• Regular preventive maintenance tasks to prolong the useful life of equipment

• Updated antivirus utility software to protect against virus attacks

• Computer use statistics to allocate costs of service and support