The same job, done the same way
Two engineers each set up a new laptop. One forgets to turn on the disk lock. The other does it every time, because a checklist tells him to.
And when a company buys IT from a supplier, what is promised? How fast, and how often it works? A checklist and an agreement answer both questions.
Key words
| Word | What it means | Example |
|---|---|---|
| Standard operating procedure | Written steps for a task, done the same way each time. | SOP |
| Installation procedure | The steps to install equipment or software. | |
| Back-up procedure | The steps to take and check a backup. | |
| Set-up procedure | The steps to configure a new device so it is safe to use. | |
| Service level agreement | A written promise from a supplier about the service it will give. | SLA |
| Downtime | The time a system is not working. | |
| Uptime | The share of time a system is working. | |
| Response time | How long until the supplier first answers your call. | |
| Resolution time | How long until the problem is fixed. | |
| Backup | A spare copy of data, kept so it can be restored. |
The cells students fill in are left blank in this preview.
By the end of this lesson
Note
I can say what an SOP and an SLA are, and what each one promises.
Starter: what you already know
Have a go
Starter: what you already know
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Cycle 1: standard operating procedures
An SOP is a written checklist. Anyone trained can follow it and get the same result.
Three important ones for IT:
Installation procedure: how to install a switch or a program. Back-up procedure: how to take a backup and check it works. Set-up procedure: how to configure a new device, for example turn on the screen lock and the disk lock.
Three SOPs and why they help
| SOP | A step it contains | Why it helps |
|---|---|---|
| Installation | Check the cable type before you plug in | Fewer faults and the same result every time |
| Back-up | Check the backup can be read | A backup you can trust |
| Set-up | Change the default password | Every new device is equally safe |
The cells students fill in are left blank in this preview.
Check: procedures
Have a go
Check: procedures
4 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.