CSS 062

Maintaining Computer Systems (CSM)

Instructor: Mr. Bernard Mramba
Email: bmramba@Mzumbe.ac.tz
Mobile: 0767473712

DICT I, SEMESTER II
June 2020
 Organizational issues related to CSM
• Chapter Objectives
• Relating Computer System Maintenance (CSM) to the organization
• Defining an organization structure
• Understanding Organization policies, guidelines and procedures
• Understanding ICT policies, procedures, guidelines and operational
manuals
 Relating CSM to the Organization
• Today, most organizations rely on computers to provide needed to
operate on a daily basis.
• Examples: Processing customer orders, processing financial records,
managing employee files, managing inventories are all maintained
using computers.
• Businesses also rely on their IT system to maintain effective
communications with its stakeholders.
• ICT personnel are required to develop a plan to keep your systems
updated and operating. A large part of these activities are to
maintaining the Computer Systems.
 ICT Department in Organization
• Many organizations have ICT department responsible for maintaining
computer systems and answering ICT calls from users
• ICT administrators and technicians should monitor computer systems
to spot problems before they affect users
• Some businesses especially small businesses do not create ICT
department, but they may call a Computer Specialist when needed.
• Strategies for minimizing effects to users include regular update of
software and annual maintenance of all computer systems.
 Organization Structure
• An organization refers to social groupings designed to achieve defined
goals. Organization involves creating structures and relationships
among people working for the desired results.
• Organizations have management structure that determines
relationships between functions and positions.
• The structure indicates how roles are
delegated and responsibilities assigned to
carry out defined tasks.
 Organization Structure
• Definition
• Organizational structure is defined as a framework which defines
roles, rights, duties and lines of authority within an organization.

Board of
Example of Organizational Directors

Structure Managing
Director

Production Finance Marketing Sales

 Organizational Structure
• The levels in the hierarchy depends on the size and complexity of the
organization.
• Why do we have organizational structure?
• It impacts effectiveness and efficiency of an organization
• It reduces redundancy within the organization
• It promotes teamwork
• It improves communication
• It contributes to success or failure of an organization
 Policies and Procedures
• Part of your role as an employee in a workplace is to support and
promote your organization and the IT Sector to its clients. This
includes providing a service to internal clients (people who you work
with inside the organization eg. fellow colleagues) and external clients
(people outside of your organization who deal with your organization
eg. Customers and Contractors) and meeting their needs within the
guidelines of the policies and procedures of your organization
 Policies and Procedures
• Every company will have its own policies and procedures.
• When starting a new job it is important to check with your direct
manager what the correct procedures are to follow and to become
familiar with the policies of the company.
 Policies
• A policy is a guiding principle that allows all employees to be
consistent in the way in which they work within the organisation.
Policies are written to ensue that no rules are broken and that high
quality products or services are always delivered to clients.
 Policies
• Examples of policies.
• A company might have some of these policies:
a) No employee can send personal emails during work time.
b) A client must fully pay for their computer before it is delivered.
c) All staff need to wear black trousers or skirts with a white shirt.
d) All staff must report any occupational health and safety hazards when they
see them.
e) You need to give 4 hours notice to your supervisor before you call in sick.
 Policies
• Policies are usually categorized in different names depending on the
purpose.
• Read the following document (pages 55-68) for ICT related policies for
a company TriageLogic, LLC.
 Procedures
• Procedures are the specific methods employed to express policies in
action in day-to-day operations of the organization.
• Together, policies and procedures ensure that a point of view held by
the governing body of an organization is translated into steps that
result in an outcome compatible with that view.
• Procedures explain the “how.” They provide step-by-step instructions
for specific routine tasks. They may even include a checklist or process
steps to follow.
 Procedures
• Procedures should outline the following information:
• Who is responsible for each task
• What steps need to be taken
• Who the responsible person reports to.
Questions

• Define policies
• Define procedures
• Why is it necessary to have policies and procedures?
• Mention and briefly explain few examples of ICT related policies in
an organization of your choice.
 Advantages of policies and procedures
• Together, policies and procedures guide your organization and reduce
risk of liability
• Policies and procedures promote consistency across your
organization, which builds and protects your brand over time
• Policy and procedure increase compliance
• Policies and procedures improve internal processes
• Policies provide guidance during incidents and crises