ETHIO-ITALY POLY TECHNIC COLLEGE

Department of Information Communication

Technology
LEVEL: IV (four)
COURSE: Determining a maintenance strategy
Individual assignment

NAME: YEABSERA MULUGETA

ID Number: 0049/14

SUBMITTED TO: EID A

SUBMISSION DATE: 27/5/2016

 Ethio-italy poly technic college

1. What are the key performance indicators (KPIs) for effective IT maintenance?

Key Performance Indicators (KPIs) are critical to measure and drive maintenance performance
to optimal levels. There is a vast selection of potential metrics to choose from, for example,
costs, delivery, resources, quality, reliability, risk, and many others. Here are some standard
maintenance performances KPIs that can be used to measure the effectiveness of IT
maintenance:

 Unscheduled downtime: This KPI measures the amount of time that a system is
unavailable due to unplanned maintenance or system failures.
 Reactive maintenance work hours: This KPI measures the amount of time spent on
reactive maintenance activities, such as repairing equipment after it has failed.
 Maintenance costs: This KPI measures the total cost of maintenance activities, including
labor, materials, and equipment.
 Mean time between failure (MTBF): This KPI measures the average time between
equipment failures.
 Work order cycle time: This KPI measures the time it takes to complete maintenance
work order, from the time it is requested to the time it is completed.

By tracking these KPIs, organizations can identify areas for improvement, optimize maintenance
processes, and ensure that maintenance activities are aligned with business objectives.

2. How do we prioritize maintenance tasks for various IT components (servers,

network, software, hardware)?

To prioritize maintenance tasks for various IT components, it is important to establish a

maintenance schedule that categorizes tasks into occasional, monthly, weekly, and daily tasks.
This will help you prioritize tasks and ensure that they are completed in a timely manner. Here
are some strategies that can be implemented to prioritize maintenance tasks for different IT
components:

 Servers: Use a server maintenance checklist to ensure the smooth operation of our
server and avoid downtime. The checklist should include tasks such as verifying backups,
checking the RAID array, reviewing server resource usage, updating control panel
software, and monitoring server logs.
 Network: Create a network maintenance checklist that includes tasks such as
monitoring network performance, checking network security, updating network
documentation, and reviewing network policies.
 Software: Prioritize software maintenance tasks based on their criticality and impact on
business operations. For example, prioritize security patches and updates that address
critical vulnerabilities over minor bug fixes.

Course: Determining a Maintenance Strategy

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 Hardware: Prioritize hardware maintenance tasks based on their criticality and impact
on business operations. For example, prioritize maintenance tasks for mission-critical
hardware over non-critical hardware.

By implementing these strategies, organizations can prioritize maintenance tasks for different IT
components and ensure that they are completed in a timely manner.

3. What is the procedure for handling emergency maintenance or unexpected IT

outages?

In the event of unexpected IT outages or emergency maintenance, it’s important to have a clear
procedure in place to ensure that the issue is resolved as quickly and efficiently as possible.
Here’s a general procedure that can be followed:

 Alert Notification: The IT team should be immediately notified of the issue through an
alert system or monitoring tool. A designated person or team should be responsible for
receiving and triaging these alerts.
 Assessment and Diagnosis: The IT team should quickly assess the nature and severity of
the issue. This may involve conducting initial troubleshooting to determine the root
cause of the outage.
 Communication: Communication is crucial during an outage. Internal stakeholders, such
as employees, and external stakeholders, such as customers or clients, should be
informed about the outage and the steps being taken to resolve it. Internal
communication channels like email, company intranet, or instant messaging can be
used. For external communication, if the outage affects customers or clients, a
statement on the company's website or through social media may be necessary.
 Resolution: Once the cause of the outage is identified, the IT team should work to
resolve the issue as quickly as possible. This may involve implementing temporary
workarounds or fixes to restore service while a more permanent solution is being
developed and deployed.
 Post-Incident Review: After the outage is resolved, it’s important to conduct a post-
incident review to understand what caused the outage, how it was handled, and what
can be done to prevent similar incidents in the future.
 Documentation and Learning: Any lessons learned from the incident should be
documented, and the team should take steps to incorporate those lessons into their
processes and procedures to improve the response to future outages.
 Follow-Up Communication: Once the issue has been fully resolved, it’s important to
communicate the resolution to internal and external stakeholders. This can help restore
confidence and trust in the IT systems and the organization as a whole.

Course: Determining a Maintenance Strategy

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4. How do we ensure minimal disruption to business operation during planned and

unplanned maintenance?

To ensure minimal disruption to business operations during planned and unplanned

maintenance, businesses can follow some best practices. Here are some strategies that can be
helpful:

 Preventive maintenance: This is a proactive approach to maintenance that involves

regularly scheduled inspections, repairs, and replacements of equipment to prevent
breakdowns and failures. By identifying and addressing issues before they become
major problems, businesses can minimize the risk of unplanned downtime and reduce
the impact of planned downtime.
 Corrective maintenance: This is a reactive approach to maintenance that involves
repairing or replacing equipment after it has failed. While corrective maintenance
cannot prevent unplanned downtime, it can help businesses respond quickly and
effectively to minimize the impact of downtime.
 Redundancy: This involves having backup systems, equipment, and processes in place to
ensure that operations can continue even if a primary system fails. Redundancy can help
minimize the impact of both planned and unplanned downtime.
 Disaster recovery plan: This is a comprehensive plan that outlines the steps a business
will take to recover from a major disruption, such as a natural disaster or cyber-attack. A
disaster recovery plan can help businesses minimize the impact of unplanned downtime
and ensure that operations can resume as quickly as possible.
 Communication: It is important to communicate with stakeholders, including
employees, customers, and suppliers, about planned and unplanned downtime. By
providing advance notice of planned downtime and keeping stakeholders informed
during unplanned downtime, businesses can minimize the impact of downtime and
maintain trust and confidence.

By following these strategies, businesses can minimize the risk of unplanned downtime and
reduce the impact of planned downtime, ensuring that operations continue smoothly and
customer satisfaction is maintained.

5. What tools and technologies are available to automate it maintenance tasks?

There are several tools and technologies available to automate IT maintenance tasks. Here are
some of the most popular ones:

Course: Determining a Maintenance Strategy

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 Fortra’s JAMS Enterprise Job Scheduler: This is a powerful cross-platform batch job
manager that offers granular control over user access and centralizes job and workflow
automation. It comes with a 14-day free trial.
 ActiveBatch: This easy-to-use service acts as an interface to all of our software and
services. Assemble a workflow through the drag-and-drop interface and then schedule
its execution. This is a cloud platform. Register for a free demo.
 Redwood RunMyJobs: This software orchestration system is a SaaS platform that is also
available in a specialized version for financial system management. The package uses a
process flow diagram for workload specification, which automatically generates out
execution scripts. Register here for a free demo.
 Atera: This is cloud-based IT automation software that supports MSPs and IT
Departments which includes workflow automation. Register for the free trial.
 Tidal Workload Automation: This package launches and controls software systems,
passing data between them and offering event-based triggers or a calendar schedule.
Get the free demo.
 SuperOps: This package of PSA and RMM tools for managed service providers includes
automation features in both its technician utilities and its MSP management package.
Start a 21-day free trial.
 NinjaOne: This remote monitoring and management package automates many system
management tasks to reduce the need for expensive human resources in the support
team. Get a 14-day free trial.
 ManageEngine Endpoint Central: The endpoint management package is extended into a
unified endpoint management system in a higher plan by the inclusion of a mobile
device management add-on. Available for Windows Server and as a SaaS package.

It is important to note that selecting the right tool depends on our specific needs, ease of
integration, scalability, and features offered by different vendors.

6. How will our maintenance strategy adapt to changes in technology trends and
innovations?

To adapt to changes in technology trends and innovations, it is important to keep the IT

maintenance strategy upto-date with the latest technologies and best practices. Here are some
strategies that can be implemented:

 Stay informed: Stay informed about the latest technology trends and innovations by
attending conferences, reading industry publications, and networking with other
professionals in the field.

Course: Determining a Maintenance Strategy

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 Conduct regular reviews: Conduct regular reviews of the IT maintenance strategy to

ensure that it is aligned with the organization’s goals and objectives and that it is up-to-
date with the latest technologies and best practices.
 Embrace new technologies: Embrace new technologies that can help improve the
efficiency and effectiveness of IT maintenance. For example, consider using predictive
maintenance tools that use machine learning algorithms to predict equipment failures
before they occur.
 Collaborate with vendors: Collaborate with vendors to stay up-to-date with the latest
technologies and best practices. Vendors can provide valuable insights into emerging
technologies and can help organizations stay ahead of the curve.

By implementing these strategies, organizations can ensure that their IT maintenance strategy
remains relevant and effective in the face of changing technology trends and innovations.

7. Are there any compliance requirements or industry standards we need to adhere

to in our maintenance processes?

Yes, there are compliance requirements and industry standards that organizations need to
adhere to in their maintenance processes. Here are some examples:
 ISO 20022: ISO 20022 is a global standard for financial messaging that provides a
common language for financial institutions to communicate with each other.
 ISO 55001: ISO 55001 is a standard for asset management that provides a framework for
managing the lifecycle of assets, from acquisition to disposal.
 HIPAA: HIPAA is a US law that sets national standards for the privacy and security of
protected health information.
 PCI DSS: PCI DSS is a set of security standards for organizations that handle credit card
transactions.
 Sarbanes-Oxley Act: The Sarbanes-Oxley Act is a US law that sets standards for financial
reporting and corporate governance.

8. How often should we review and update our IT maintenance strategy to ensure it
remains relevant and effective?

To ensure that an IT maintenance strategy remains relevant and effective, it is important to

review and update it regularly. The frequency of review and update depends on the
organization’s needs and the complexity of the IT infrastructure. However, it is generally
recommended to review and update the IT maintenance strategy at least once a year. This will
help ensure that the strategy is aligned with the organization’s goals and objectives and that it
is up-to-date with the latest technologies and best practices.

Course: Determining a Maintenance Strategy

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9. How can a planned maintenance schedule be integrated into IT operations

without significant disruption?

To integrate a planned maintenance schedule into IT operations without significant disruption,

it is important to follow a few key strategies.

 First, establish a maintenance schedule that categorizes tasks into occasional, monthly,
weekly, and daily tasks. This will help you prioritize tasks and ensure that they are
completed in a timely manner.
 Second, use scheduling software that is integrated with ERP, SCM, and MES systems to
achieve efficient maintenance scheduling without disrupting production operations.
 Third, identify the occurrence of the problem and observe what triggered the machine
failure. Collect the needed information and diagnose the equipment to understand its
current condition.
 Fourth, perform planned maintenance during non-production days or downtimes to not
interfere with the overall production.

By implementing these strategies, organizations can reap the following benefits: prevent
unexpected equipment failure; minimize maintenance cost; improve the overall equipment
performance for effective asset care; set standards in the pursuit of autonomous maintenance
goals; plan and allocate resources appropriately; and improve workplace safety.

10. What contingency plans should be established for maintaining IT operations

during critical system maintenance?

To maintain IT operations during critical system maintenance, it is important to establish

contingency plans. The following are some strategies that can be implemented:

 Create an Information System Contingency Plan (ISCP): An ISCP is a critical planning

component that contains information about the system hardware and software,
application and data backups, dependent processes, data interfaces, support staff and
vendors, recovery priorities, and plan maintenance. It is essential to have an ISCP in
place to ensure that the system is available and resilient enough to respond to technical
disruptions.
 Ensure support from top management and collaboration across departments : Before
creating an ISCP, an organization’s policies must be in place to ensure support from top
management and collaboration across departments.
 Use scheduling software: Use scheduling software that is integrated with ERP, SCM, and
MES systems to achieve efficient maintenance scheduling without disrupting production
operations.

Course: Determining a Maintenance Strategy

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 Perform maintenance during non-production days or downtimes: Perform planned

maintenance during non-production days or downtimes to not interfere with the overall
production.

THANK YOU!!!

Course: Determining a Maintenance Strategy