# **IT Process Document**
**Document Purpose:**
This document outlines standardized IT processes for **hardware maintenance, software
updates, troubleshooting, and user support** to ensure efficiency, security, and compliance.
---
## **1. Introduction**
### **1.1 Scope**
Covers processes for:
- **Preventive Maintenance** (Desktops, Laptops, Printers)
- **Software & Security Updates**
- **Incident Management**
- **User Support & Training**
- **Asset Management**
### **1.2 Roles & Responsibilities**
| **Role** | **Responsibilities** |
|----------|----------------------|
| **IT Technician** | Perform maintenance, troubleshoot issues, update systems |
| **Helpdesk Support** | Log tickets, assist users, escalate complex issues |
| **IT Manager** | Oversee compliance, approve upgrades, manage vendors |
---
## **2. Preventive Maintenance Process**
### **2.1 Schedule**
| **Device** | **Frequency** | **Tasks** |
|------------|--------------|-----------|
| **Desktops** | Monthly | Clean hardware, update OS, check backups |
| **Laptops** | Quarterly | Battery check, driver updates, physical inspection |
| **Printers** | Monthly | Clean heads, test functions, replace toner |
### **2.2 Steps**
1. **Review checklist** (Refer to [Preventive Maintenance Checklist](#))
2. **Perform maintenance tasks** (Cleaning, updates, diagnostics)
3. **Document work** (Update log/Excel tracker)
4. **Report anomalies** (e.g., failing hardware)
---
## **3. Software & Security Update Process**
### **3.1 Patch Management**
| **Software** | **Update Frequency** | **Method** |
|--------------|----------------------|------------|
| **OS (Windows/macOS)** | Weekly | WSUS / Manual |
| **Antivirus** | Daily | Auto-update |
| **Drivers/Firmware** | Quarterly | Vendor tools |
### **3.2 Steps**
1. **Check for updates** (Manual/automated tools)
2. **Test in staging environment** (Critical updates only)
3. **Deploy to production** (After approval)
4. **Verify & log** (Ensure no conflicts)
---
## **4. Incident Management Process**
### **4.1 Ticket Handling Workflow**
```mermaid
graph TD
A[User Reports Issue] --> B(Helpdesk Logs Ticket)
B --> C{Is it resolvable remotely?}
C -->|Yes| D[Remote Fix]
C -->|No| E[Assign to Technician]
E --> F[On-site Repair/Replacement]
F --> G[Verify Resolution]
G --> H[Close Ticket & Document]
```
### **4.2 Priority Levels**
| **Priority** | **Response Time** | **Example** |
|--------------|-------------------|-------------|
| **Critical** | 1 hour | Server downtime |
| **High** | 4 hours | Printer failure |
| **Medium** | 24 hours | Software glitch |
| **Low** | 72 hours | Peripheral issue |
---
## **5. User Support & Training**
### **5.1 Helpdesk Guidelines**
- **Communication:** Use clear, non-technical language.
- **Escalation:** Unresolved issues → IT Manager within 2 hours.
- **Knowledge Base:** Maintain FAQ/docs for common issues.
### **5.2 Training Plan**
| **Topic** | **Audience** | **Frequency** |
|-----------|--------------|---------------|
| Cybersecurity Basics | All employees | Annually |
| New Software Rollout | Relevant teams | As needed |
---
## **6. Asset Management**
### **6.1 Inventory Tracking**
- **Tag all hardware** (Asset ID, Purchase Date, Warranty)
- **Use tracking tools** (Excel/ITSM software like ServiceNow)
### **6.2 Disposal Process**
1. **Wipe data** (DBAN for HDDs)
2. **Decommission** (Remove from network)
3. **Recycle/Donate** (Certified e-waste vendors)
---
## **7. Compliance & Reporting**
- **Monthly Reports:** Maintenance logs, ticket resolution rates.
- **Audits:** Annual review for ISO/ITIL compliance.
---
### **Appendix**
- **A1:** [Preventive Maintenance Checklist](#)
- **A2:** [Sample Ticket Template](#)
- **A3:** [Vendor Contacts](#)
**Approval:**
| **Role** | **Name** | **Date** |
|----------|----------|----------|
| IT Manager | [Name] | [Date] |
---
**Notes:**
- **Version Control:** Update document quarterly.
- **Template:** Use this structure in **Word/Confluence** with hyperlinks for easy navigation.
Would you like a **specific section expanded** (e.g., detailed troubleshooting steps)?
