Plan for managing and supporting systems

Section 5

Management and Support Infrastructure for the New Office


Network code of practice (NCoP)

The access to the internet benefits the company and the customers as it's providing it to the employees however, it does not benefit the employees themselves. 

This allows them to be able to get information resources which are around the world. 

Therefore responsibilities are given to each and every employee to maintain and enhance their company's public image while using the resources in a productive manner

However, the employees must follow a guideline when using the internet to ensure that they will be responsible, productive and keep the company's public image to the best standard. The following guidelines they must follow are:

- They must be representing the company at all times when accessing the internet

- Any communications that are done should be for professional reasons

- Social media shouldn't be used for any reason unless stated within the description of the job

- The employees are not allowed to bring in any technology as all that will be needed will already be there to secure all the company's information from being leaked

- Software isn't allowed to be installed onto any computer in the company unless told to do so and if told to they the must be accompanied by a qualified staff member 

- Employees allowed allowed to access a file or retrieve stored information unless authorised to

- Any kind of behaviour prohibited 

- The only computer the employees can access is their own unless they have a higher up permission to go on a co-workers computer

- No liquids or food is allowed near the systems at all times 

- Employees must not tamper with any company systems in any way (hardware or software) at anytime

Support Request and escalation Procedure

There are a few security levels and these are;

- Problems that are impacting the software in a production environment causing the business operating systems to stop in production with no ways of being able to make a workaround to fix the problem.

- There is a problem where the production environment will be severely reduced while the software will still be working leading to the high-impact of the company with no workarounds or no ideal workarounds to get it working again

- One system only being down so not a major impact but still should be dealt with so that everything can be running at 100% efficiency

- Isolated issue, major problem but all systems are functional 

- There being a minor problem that reporting a questions or an issue which won't affect the system at all showing that there is only a problem with the PC(s)

If  a user is to encounter issues on their systems then they will be able to create and submit a ticket through the provided software to describe what the problem is as best as they possibly can and link that problem to one of the levels and if the problem was to get worse then they can create a new ticket and submitting it with the explanation of how it's escalating and to increase the security level if needed. 

A service level agreement proposal 

  • Working hours - 8am until 5pm Monday to Friday 
  • All issues are to be notified so what needs fixing can be fixed
  • Before trying to contact support team refer to FAQ first.
  • faulty hardware - going to take it away to be fixed then return with the fix hardware covered with a year guarantee.
  • Hardware sent to the company will be with no added cost 
  • Any software issues are under the 1 year guaranteed coverage plan.

Contingency plan

In case of any natural disasters, a backup for all data will be stored in an off-site server so that no data will be lost. The back up should be encrypted to protect the data's content that is stored and being stored. In case anything is to happen in the town where the company or organisation is then all the data will also be stored at an off-site server which will be out of the town. 

User support documentation

The user support documentation will be consisting of a user manual of how a certain thing will be set up for the users who want to manually set up a system but want to follow instructions without breaking anything or to how to troubleshoot certain apps that need it

If the user has any questions they will be able to look at the FAQ first before calling the support team as they might find their answer there 

There will be videos about the product with step-to-step guides of how it is assembled to break it down to change something around

Security policies

Only critical files that are important to the business will be accessed by administration only as they will be the ones mainly running the company, e.g. Managers.


Any software or hardware will be installed or uninstalled by tech support and will be the only ones that can access maintenance programs 

Access control

The only information the employees will be able to access is the information that is vital to there work area. An example of this is that the managers will be able to access all the files that will be containing information about their client, employees and customers. No member of staff will be able to get any other information that will be outside of their working space.

User desktop interface design

Any important programs will be located on the desktop as icons so that they will be easy to access and will be set to the right size on each computer so that it will be able to function, not only that but it will be an easy to use interface and should always be clear so that it can be accessed

The desktop background will be set to the companies logo

Any icons will be on the desktop as shortcuts for word processing, calculator and file explorer

System and network requirements

The systems will have a supplied general folder, a polices and procedures folder and a management folder. These will be divided into junior staff, managers and directors.

Each staff will have access to a certain folder and all will have access to the general folder

Junior staff will only have read only access to the Policies and Procedures folder with no access to the Management folder

Managers should have read only access to the Policies and Procedures and Management folder 

The directors should have full access to all the folders 

Backup procedures

All networked devices with storage are going to be backed up once a week to the NAS device which will overwrite the old backup when preformed. The NAS will be constantly backing up itself to the cloud network. This will prevent data destruction if the NAS was to fail. The NAS itself will also be available as a folder for the employees to save their data if there was a system failure occur.

The NAS nor the main systems shouldn't be turned off in order to perform the backup as it will ensure that the systems are always up, even when the back up is being preformed


Justification

All of these are to maintain the company at full efficiency and to ensure that the employees are using the company computers as they will be intended to.

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