Chapter 13

Computer Facilities
Management
 Learning Objectives

• Major types of computer facilities

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

Guide to Computer User Support, 3e 2

 Introduction to
Computer Facilities Management
• 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

Guide to Computer User Support, 3e 3

 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

Guide to Computer User Support, 3e 4

 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
Guide to Computer User Support, 3e 5
 Common
Facilities Management Problems

Guide to Computer User Support, 3e 6

 Managing Hardware 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
Guide to Computer User Support, 3e 7
 Outsourcing Hardware Repairs
• 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
Guide to Computer User Support, 3e 8
 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
Guide to Computer User Support, 3e 9
 Other In-house Strategies

• 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

Guide to Computer User Support, 3e 10

 Managing Power Failures

• 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)
Guide to Computer User Support, 3e 11
 Power Conditioning Equipment
• 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

Guide to Computer User Support, 3e 12

 Uninterruptible Power Supply (UPS)
• 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

Guide to Computer User Support, 3e 13

 Managing Software Problems
• 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

Guide to Computer User Support, 3e 14

 Managing Network 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
Guide to Computer User Support, 3e 15
 Network
Administrative Procedures
• 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

Guide to Computer User Support, 3e 16

 Network
Performance Monitors
• 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
Guide to Computer User Support, 3e 17
 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

Guide to Computer User Support, 3e 18

 Network
Software Maintenance
• 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
Guide to Computer User Support, 3e 19
 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

Guide to Computer User Support, 3e 20

 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

Guide to Computer User Support, 3e 21

 Managing Physical Threats
• Physical threats arise from several sources
• Thieves
• Equipment
• Information
• Disgruntled employees
• Members of public who are threatened by
• Technology
• Bureaucracies

Guide to Computer User Support, 3e 22

 Physical Security Strategies
• 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)
Guide to Computer User Support, 3e 23
 Managing Disasters with
Contingency Plans
• 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
Guide to Computer User Support, 3e 24
 Disaster Management Strategies

• Business interruption insurance

• Engineering inspections
• Hot and cold site agreements
• Media Backups
• Disaster/contingency plans

Guide to Computer User Support, 3e 25

 Insurance

• 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

Guide to Computer User Support, 3e 26

 Inspections

• 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

Guide to Computer User Support, 3e 27

 Site Agreements

• 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

Guide to Computer User Support, 3e 28

 Media Backups

• 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
Guide to Computer User Support, 3e 29
 Disaster/Contingency Plans
• 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

Guide to Computer User Support, 3e 30

 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

Guide to Computer User Support, 3e 31

 Managing User Errors
• 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
Guide to Computer User Support, 3e 32
 Strategies to
Minimize 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
Guide to Computer User Support, 3e 33
 Managing Computer Crime
and Misuse
• 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

Guide to Computer User Support, 3e 34

 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

Guide to Computer User Support, 3e 35

 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

Guide to Computer User Support, 3e 36

 Facilities Management
Tools and Procedures

Guide to Computer User Support, 3e 37

 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

Guide to Computer User Support, 3e 38

 Media Backup Strategies
• 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

Guide to Computer User Support, 3e 39

 Backup Media Labels
• Naming convention for 3-set backup rotation:
stdnn
s = media set letter (A, B, C)
t = type of backup
Full
Incremental
Differential
Progressive
d = day of week (MTWHFSU)
nn = sequence number (01, 02, 03 …)
Guide to Computer User Support, 3e 40
 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

Guide to Computer User Support, 3e 41

 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
Guide to Computer User Support, 3e 42
 Defragmentation Strategy

• 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

Guide to Computer User Support, 3e 43

 Media Maintenance Strategies

• 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

Guide to Computer User Support, 3e 44

 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
Guide to Computer User Support, 3e 45
 Media Maintenance Strategies
(continued)
• Recycle and replace tape cartridges
• Magnetic tape becomes brittle with age
• Recopy stale tape media
• Discard brittle tapes

Guide to Computer User Support, 3e 46

 Computer Supplies
• Maintain inventory of
• Printer supplies
• Media
• Cleaning supplies
• Computer parts
• Sources
• Local office supply stores
• Electronics vendors
• Mail-order catalogs
• Internet vendors
Guide to Computer User Support, 3e 47
 Preventive Maintenance

• 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
Guide to Computer User Support, 3e 48
 Preventive Maintenance (continued)
• 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

Guide to Computer User Support, 3e 49

 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

Guide to Computer User Support, 3e 50

 Preventive Maintenance (continued)

• 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

Guide to Computer User Support, 3e 51

 Antivirus Software Utilities
• 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
Guide to Computer User Support, 3e 52
 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
Guide to Computer User Support, 3e 53
 Use Accounting and Statistics
• 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
Guide to Computer User Support, 3e 54
 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
Guide to Computer User Support, 3e 55
 Chapter Summary
• 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

Guide to Computer User Support, 3e 56

 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

Guide to Computer User Support, 3e 57

 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

Guide to Computer User Support, 3e 58