12 ICT Procedures Manuals 1

QUALITYMANAGEMENTSYSTEMDOCUMENTS

ICT PROCEDURESKyUC/MR/ICT/12

Authorized by thePrincipal

Name: Prof Mary NdunguSignature:

Date: 21/10/2015

Stamp:

Issued byManagementRepresentative

Name: Peter KagikaSignature:

Date: 21/10/2015

Stamp:

of 15Version ARevision 2

KirinyagaUniversity CollegeISO 9001:2008 based Quality Management

ICT ProceduresManual

TABLE OF CONTENTSPROCEDURE NUMBER 1: END USER SUPPORT........................................................... 3PROCEDURE NUMBER 2: DATA BACK-UP AND RECOVERY ....................................5PROCEDURE NUMBER 3: REPAIR & MAINTENANCE SERVICES ...........................8PROCEDURE NUMBER 4: WEBSITE MAINTENANCE............................................... 12PROCEDURE NUMBER 5: DATABASE ADMINISTRATION........................................13




PROCEDURE NUMBER 1: END USER SUPPORT1.0 GENERAL1.1 PURPOSE

To ensure timeliness, consistency and effectiveness in undertaking end usersupport.

1.2 SCOPEApplies to the handling of all end user queries related to ICT equipment andservices at KyUC.

1.3 REFERENCESa) Quality Manual KyUC/MR/QM/02b) KyUC ICT Policy 2014.

1.4 TERMS AND DEFINITIONSa) ICT Information Communications & Technology.

1.5 PRINCIPAL RESPONSIBILITYThe Head of ICT shall ensure that this procedure is implemented.

2.0 STEPS2.1 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 After troubleshooting, the ICT Technician shall undertake either of the

following:-a) Solve the problem, orb) Physically visit the site and solve the problem if the end user cannot

independently solve it.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 In the event that the ICT equipment/service requires repair/maintenance, the

Head of ICT section shall as per the procedure on repairs and preventivemaintenance in this manual address the issue.




2.6 After successfully conducting the user support, the ICT Technician shall closethe ticket with communication to the user that the issue has been resolved.

2.7 Evidence on user support communications and solutions offered by the ICTTechnician shall be maintained in the e-ticketing system.




PROCEDURE NUMBER 2: DATA BACK-UP ANDRECOVERY1.0 GENERAL1.1 PURPOSE

To ensure timeliness, consistency and efficiency in data back-up and recovery1.2 SCOPE

Applies to all KyUC entities and third parties who use computing devicesconnected to the University College network or who process or store criticaldata owned by KyUC.

1.3 REFERENCESa) Quality Manual KyUC/MR/QM/02b) KyUC ICT Policy (2014

1.4 TERMS AND DEFINITIONSa) KyUC Kirinyaga University College.b) ICT Information Communications & Technology.c) SA - Systems Administrator.

1.5 PRINCIPAL RESPONSIBILITYThe Head of ICT Section shall ensure that this procedure is implemented

2.0 STEPS2.1 Back up2.1.1 Data back up within the University College shall be undertaken on weekly

basis2.1.2 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 scheduled time.

2.2 DATA RECOVERY2.2.1 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 theinformation.

2.2.3 Upon analysis the SA shall ensure that recovery of the data is done.



ICT ProceduresManual 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 SAMPLE DATA RECOVERY REQUEST FORM

KIRINYAGA UNIVERSITY COLLEGEDATA RECOVERY REQUEST FORM

PART 1 (to be filled by the requesting officer)

KyUC/F/ICT/01

DepartmentUserDateNature of DataFile NamePART 2 (to be filled by the SA)I----------------------------------------------------------------the SA, do hereby confirmthat the requesting officer has does not have authority to access theinformation requested.PART 2 (to be filled by the SA if the officer has authority to accessinformation)Date recovered..Time Recovered..




PROCEDURE NUMBER 3: REPAIR & MAINTENANCE SERVICES1.0 GENERAL1.1 PURPOSE

To ensure preventive, effective and efficient maintenance and repairs ofICT equipment

1.2 SCOPE:This procedure covers preventive/scheduled and routine maintenance for ICTequipment at KyUC.

1.3 REFERENCES:a) Quality Manual - KyUC/MR/QM/02b) ICT Policy (2014)

1.4 DEFINITION OF TERMS:a) ICT- Information and Communications Technologyb) ICT equipment- PCs, Printers, IP Phones, switches, hubs, routers, servers,

air conditioner, Uninterrupted Power Supplies (UPS), ICT accessoriesCentre.c) SA- System Administrator

1.5 PRINCIPAL RESPONSIBILITYThe Head of ICT Section shall be responsible for implementation of thisprocedure

2.0 STEPS2.1 REPAIRS2.1.1 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 Officerfor procurement of the repair parts.

2.1.5 The SA shall ensure that the repair is undertaken, record and maintain the detailsof repair with reference to e-ticket number. (See 3.2 sample repair form)




2.2 MAINTENANCE2.2.1 This shall start with the SA preparing a maintenance schedule for the

subsequent year within the fourth quarter of the financial year.(see 3.3for sample format of the maintenance schedule)

2.2.2 Upon preparation, the SA shall forward the schedule to the Head of ICTsection 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 forinformation, recommendations and actions as applicable.

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3.2 SAMPLE REPAIR FORM

Kirinyaga University College(A Constituent of JKUAT)

ICT DEPARTMENTComputing Equipments Repair Form Page Format

Device Details Model:

Specifications:

Serial NumberTicket Number

Solution

SA

Sign .. Date ..

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KirinyagaUniversity College (KyUC)ISO 9001:2008 based Quality Management System

ICT ProceduresManual KyUC/MR/ICT/12

3.3 MAINTENANCESCHEDULEPAGE FORMAT

S/NO EQUIPMENTS Quantity INTERVALS OBSERVATION REMARKS

JUL-15 AUG-15 SEP-15 OCT-15 NOV-15 DEC-15 JAN-16 FEB-16 MAR-16 APR-16 MAY-16 JUN-16

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PROCEDURE NUMBER 4: WEBSITEMAINTENANCE1.0 GENERAL1.1 PURPOSE

To ensure quality web content management and maintenance1.2 SCOPE

Applies to offering service support KyUC website1.3 REFERENCES:

a) Quality Manual KyUC/MR/QM/02b) KyUC ICT Policy (2014)

1.4 DEFINITIONS OF TERMS:a) ICT- Information and Communications Technology

1.5 PRINCIPAL RESPONSIBILITYThe Head of ICT section shall ensure that this procedure isimplemented.

2.0 STEPSAll updates shall be channelled through the DP (ARSA) office for approval.Upon approval the webmaster shall ensure the content is wellupdated in the websiteThe webmaster shall monitor and ensure web content is up to date andmeetsUniversity College and other set standardsThe webmaster shall keep and maintain a website update register. (see3.4 for sample format of theWebsite update register


3.4 Website update registerDATE CONTENT DETAILS STATUS

(PUBLISH/UNPUBLISH)OFFICER SIGN


PROCEDURE NUMBER 5: DATABASE ADMINISTRATION1.0 GENERAL1.1 PURPOSETo put in place control measures to be followed in order to ensure availability, confidentiality andintegrity of the database

1.2 SCOPEApplies to day to day database operations and services at KyUC

1.3 REFERENCESa) Current ICT policyb) ICT Actc) Strategic plan

1.4 TERMS AND DEFINITIONSa) S.A- Systems Administratorb) ICT- Information Communication and Technologyc) KyUC Kirinyaga University Colleged) ERP Enterprise Resource Planning Systeme) DBA- Database Administrator

1.5 PRINCIPAL RESPONSIBILITYThe head of ICT shall ensure that the University College ERP system database environment and webapplications are properly configured.

2.0 STEPS2.1 DATABASE MANAGEMENT2.1.1. On daily basis the DBA shall carry out routine checks by verifying all configuration parameters2.1.2. The DBA on daily basis logs into the server and runs the incremental database backup procedure2.1.3. The DBA shall ensure transfer of backup files to an external hard disk on daily basis2.1.4. The DBA shall maintain a backup register as per the Backup register page format (Appendix 3.5)2.1.5. On a monthly basis, the DBA shall prepare a backup report and forward it to the head of ICT.


2.2 USER MANAGEMENT.2.2.1 The procedure shall start with the DBA receiving requests from head of department to create users

in the system

2.2.2 The DBA shall ensure requests form is filled and signed2.2.3 The DBA shall assign the requested permissions and user rights2.2.4 The DBA shall maintain records or all ERP users on the navision user rights request form (see

Appendix 3.6).

3.5 SAMPLE DATABASE BACK UP REGISTER PAGE FORMATSN. Date Time DBAs Signature ICT managers

SignatureMonth Week 1

Week 2

Week 3

Week 4

Week 5


3.6 SAMPLE NAVISION USER RIGHTS REQUEST FORM

User Name: ________________________________ Date: __________________________ KyUC/F/ICT/02

Department: ________________________________ 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 whereapplicable

Module Withdraw Permission Add Permission

Catering and Accommodation

Documents Approval

Examination Management

Financial Management

Fleet/Transport Management

Procurement and Stores

Project/Estate Management

Student Management

Student Welfare

Hospital Management

HR Management

Head of Department Name: ___________________________________ Date: ____________Approved? Yes No

IT Manager: ______________________________________________ Date _____________Approved? Yes No

Issued By (DBA): ______________________________________ Date: ______________________