SOPs PDF

Sample Standard Operating Procedures
Redundancy: Storing and Retrieving Spare Components
J.3
Redundancy: Purchasing Emergency Replacement Components
J.6
Backup Plans: Daily Backups and Long-term Archives
J.9
Backup Plans: Restoring Data from Backups after System Failure
J.13
Backup Plans: Requested Data Restores
J.15
Adding Content: Adding New Press Releases
J.19
Adding Content: New Versions of Site Content
J.21
Adding New Users
J.25
Supporting Requests for Added Functionality
J.30
RESOURCE
Redundancy: Storing and Retrieving Spare Components

STORING SPARE
HARDWARE
RETRIEVING SPARE
HARDWARE
AND ALSO...
Catalog the component
Locate the component
Update paper logs
J
SAMPLE
STANDARD
OPERATING
Label the component
Remove the
component from log
Review spare
hardware logs
PROCEDURES
Store the component
FIGURE J.1 Process Diagram for Storing and Retrieving Spare Components
Name of Process:
Cataloging Spare Hardware
Owner Name: Karen Von Blixen, Web

Administrator
E-mail: kvblixen@asteron.com
Phone: 000-0000, ext. 0005
Pager: 000-0000
Additional contact info:
Server Room 1: 000-0000 ext. 0301
Effective Date:
1/1/99
Period of Change:
Six months
Reviewers (job titles):

1. Web administrators
2. System administrators
3. Web masters
Copyright 1998, 1999 by HyCurve, Inc.
4. Director of Information Technologies

Problem Statement: When hardware components fail, quick replacement is often
necessary.
Objective: This SOP provides a way of cataloging, organizing and storing spare hardware
components so they can be easily located and used for emergency repairs.
Required Documentation:
1. Spare Hardware log (see below)
2. Server Component log
J.3
3. See also SOP: Purchasing Replacements in an Emergency

Process Diagram: See Figure J.1.
PROCESS DESCRIPTION:
PERFORMING
EFFECTIVE WEB
ADMINISTRATION
STORING SPARES
1. Catalog: When spare hardware is purchased or becomes available through replacement
or upgrade of the part, use the electronic Spare Hardware log to record information
about it. Be sure to include the server room number where you plan to store it.
2. Label: Print out the entry and attach it to the piece of equipment. Make sure the entry
number is showing.
3. Store: In each server room, there are racks for storing spare hardware. Store the hardware
in the appropriate area (hard disks, RAM, etc.) at the back of the rack, if possible, so that
equipment is approximately in order by number. Contact the server room manager if you
cannot find enough space for your part.
RETRIEVING SPARES
4. Locate: When you need a spare part, look at the Spare Hardware log to see if you have a
part that matches the description or simply search the racks.
5. Remove from Spare Hardware Log: When removing a spare from the racks, look up
your part in the Spare Hardware log and put an X by the entry to show that it has been
removed. If you are going to use the part in a server, be sure to update the Component
log for that server.
Note Please make these updates, even if you think you are going to use the spare
just for a little while! This will prevent someone else from looking for a spare
component that is already in use.
6. Once a week, paper versions of the log will automatically be generated by server room
number. These can be posted by the spare component racks for quick reference and in
case the electronic version of the file is unavailable.
7. Once every six months, the owner of this SOP will review the Spare Hardware log and
racks to make sure everything is up to date, well organized, and easy to find, and to
prepare for the SOP review. When compared with Server Component logs, this review
may indicate the need to purchase additional spare parts or eliminate parts from the
storage racks that are no longer usable.
J.4
ADDITIONAL DUTIES
Spare Hardware Log

#
Hardware Type
(RAM, CPU, etc.)
Specification
(Type, speed, etc.)
Location
[x] Server Room 1

[x] Server Room 2
[x] Other:______
Removed
[x]
J
SAMPLE
STANDARD
[x] Server Room 1

[x] Server Room 2
[x] Other:_______
[x]
OPERATING
PROCEDURES
J.5
Redundancy: Purchasing Emergency Replacement

Components
PERFORMING
EFFECTIVE WEB
Do you know which

component is failing?
No
See SOP: Testing Processes
No
See SOP: Storing and

Retrieving Spare Components
ADMINISTRATION
Yes
Have you checked spare

storage for compatible
components?
Yes
EMERGENCY
REPLACEMENT
Locate a vendor
Purchasing aquires
component
Install according to SOP:

Installing New Components
FIGURE J.2 Process Diagram for Purchasing Emergency Replacement Components
J.6
Contact Purchasing
with the request
Name of Process:
Purchasing Emergency Replacement Components

Administrator
Phone: 000-0000, ext. 0005
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
Effective Date:
3/1/98
Period of Change:
one year

3. Purchasing agents
J
SAMPLE
STANDARD
OPERATING
PROCEDURES
4. Director of Finance
Problem Statement: Occasionally, a server component will fail and a spare replacement
will not be available.
Objective: In this case, a replacement part must be purchased immediately. An SOP has
been established to bypass usual purchasing procedures to acquire replacements. This is
NOT a standard procedure for purchasing upgrades and is to be used only in
emergencies.
1. SOP: Testing Procedures
2. Server Component log
3. SOP: Cataloging Asterons Spare Hardware
4. Vendor lists and mail order suppliers
5. Company contact information
6. SOP: Installing New Components

DOUBLE CHECK THE NEED FOR EMERGENCY REPLACEMENT
1. First, make sure you know which component is failing (see SOP: Testing Procedures).
J.7
2. Check the specification of the part, which needs to be replaced (either by inspecting the
part or by checking the server component log), and check to see if a spare is available onsite (see SOP: Cataloging Asterons Spare Hardware).
TO PURCHASE EMERGENCY REPLACEMENTS
PERFORMING
EFFECTIVE WEB
ADMINISTRATION
3. Referring to component specifications, locate a vendor to supply the part you need:
a. First try the Yellow Pages. A local store with stock on hand provides the fastest
turnaround.
b. If the part is not available locally, look in the Server Component log to find
information on vendors and service contract agreements.
c. An additional list of mail order suppliers can be found in the Server Room 1 files
under Vendors.
4. Contact Purchasing with your request. Be sure to have on hand vendor contact
information, product description, part number, and price. The purchasing agent is
authorized to okay requests of up to $400 per day and $1,000 per month with the
agreement of either the Web administrator in charge of emergency purchases (the owner
of this document) or the Finance Director. Higher amounts require authorization from
both parties.
5. The purchasing agent will contact the vendor directly to arrange payment and delivery.
The purchasing agent will then notify the head Web administrator, system administrator,
and Finance Director that a purchase has been made and by whom. Purchasing agents
should refer to the SOP: Emergency Purchasing Agreement.
J.8
6. Once the part is received, install it according to the SOP: Installing New System
Components.
Backup Plans: Daily Backups and Long-term Archives
DAILY BACKUPS
Contact owner of this

SOP
No
Is the backup
complete?
RECYCLE TAPES
LONG TERM ARCHIVES
Pull out a tape for each

week
Mark with tick marks
Note in the log that

these will be archived
Discard old tapes and

make a note in the log
Bring printouts and

tapes to archive site
(dont forget keys)
Put the rest back into

service
Add new tapes, update

archive site and
printouts
Make sure there are

enough reusable
tapes
Back at work, update

electronic logs
STANDARD
OPERATING
PROCEDURES
Yes
Remove the backup
and log it
Store the backup
Insert a new tape
Post a new log every

week
J
SAMPLE
Remove oldest two

weeks of tapes from
daily backups
FIGURE J.3 Process Diagram for Daily Backups and Long-term Archive
s
Name of Process:
Backups and Archives

Administrator
Phone: 000-0000, ext. 0005
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
Effective Date:
11/1/97
Period of Change:
six months

Problem Statement: When a hard disk fails, its data may be lost.
Objective: Routine backups of all servers will be made on a daily basis and archives will
be maintained so that data can be restored.
J.9
1. Backup Tape log
2. Tape Drive log
PERFORMING
EFFECTIVE WEB
ADMINISTRATION
DAILY BACKUPS
1. Tape drives are set to back up all server hard disks every night at 2 A.M. All tapes and
drives have been numbered (refer to the Tape Drive log to see which servers are being
backed up by which drives).
2. Each morning, the server room manager checks to make sure that the backup is complete
(if not, stop here and alert the owner of this SOP).
3. If the backup is complete, remove the tape and insert a new one from the box of
Reusable Tapes.
Note If there are no tapes available in the box of Reusable Tapes, look in other server
rooms or ask the Web administrator in charge of backups and archives (the owner of
this document) for more. DO NOT reuse tapes that are in the Daily Backup Archive box.
4. For the tape that has been removed, open the Backup Tape log and record the date it was
removed and the number of the drive it came from. You may be recording this
information over an older entrydo not worry, this is normal. Update all other fields.
5. Store the removed tape in the box of Daily Archive tapes in the computer-rated fire safe
in each server room. Put the tape in the back of the box, so that tapes are roughly in order
by date. Daily backups will be stored for one month.
6. Once a week, the Backup Tape log will be automatically printed out to each server room.
Store it in the computer-rated safe.
7. Every two weeks, the Web administrator in charge of backups and archives (the owner of
this document) will review the daily backup archives in each server room. In the Daily
Archive tape box, you will find about 6 weeks worth of tapes.
8. From the FRONT of the box, the oldest tapes, remove the oldest two weeks of daily
backups. These will be recycled.
9. Mark each of these tapes with a tick.
J.10
RECYCLING TAPES
10.Discard tapes that have 10 or more ticks (i.e., they have been used 10 or more times) and
mark them discarded in the Backup Tape log.
11.Transfer the rest into the Reusable Numbered Tapes boxes in each server room.
12.For each Reusable Numbered Tapes box, make sure there are at least two weeks worth of
tapes, plus extra. For example, if Server Room 1 has one tape backup drive, make sure
there are at least 20 tapes in its Reusable Numbered Tapes box. If you need to add new
tapes, remember to number them (and add lines to the Backup Tape log) before putting
them in the box.
J
SAMPLE
STANDARD
OPERATING
PROCEDURES
UPDATING ARCHIVES - Check every 2 weeks.

13.At the same time you are recycling tapes, you can also pull tapes for the long-term
archives.
14.From the BACK of the Daily Archive Tape box, take out two tapesone for each of the
most recent two weeks. These will be stored for long-term archives.
15.In the Backup Tape log, mark these tapes as archived offsite.
16.Now you are ready to deposit tapes off site. Bring a couple of printouts of the Backup
Tape log (you will deposit one copy there) and the keys; go to the offsite long-term
archive. The offsite long-term archive is our safety deposit box, #00000001, at 111 Main
Street.
17.Add new weekly archives to the back of the box.
18.Review your long-term archive. Check to see that you have:
3 months of weekly backups

2 years of monthly backups
10 years of biannual backups
Remove any extra tapes and make a note on both printouts that you are moving them
out of long-term archive. Leave a copy of the log in the box and take one with you.
19.When you return to the office, update the Backup Tapes log to show which archive tapes
have been removed. You can reuse tapes which are less than six months old and do not
have more than 10 ticks, but discard all others.
SPECIAL NOTES
20.If anyone wants a specific days backup stored in the permanent archives, please tell the
server room manager. The server room manager will wrap the tape with a note to that
effect and store it in the Daily Backups box. DO NOT attempt to adjust the backup log
at this time. The update will be made when the tape is actually moved offsite.
J.11
Example: Backup Tape Log

Tape
Number
Date
Drive Number
0001
Date:
Drive #:
0002
Date:
Drive #:
PERFORMING
EFFECTIVE WEB
ADMINISTRATION
Location
Status
Server room 1
Server room 2
Long term archive
Discarded
Server room 1
Server room 2
Long term archive
Discarded
Note The Backup Tape log can be sorted by tape number, date, drive number, and
location.
Example: Tape Drive Log
01
J.12
Location
Servers/Directories
Server room 1
Server room 2
Other:______
Tape Drive
Backup Plans: Restoring Data from Backups after System

Failure
IDENTIFY FAILED SYSTEMS
ALERT USERS
RESTORE DATA FROM

BACKUPS
J
SAMPLE
STANDARD
Which server is down?
Contact department
heads
Check the diagnosis
OPERATING
PROCEDURES
Identify affected
services
Contact users
Install a replacement
drive
Take the affected

server offline
Inform them of time

to repair
Find the most recent

backup
Restore data and

test it
Alert users that

service is restored
Bring server back

online
FIGURE J.4 Process Diagram for Restoring Data from Backups after System Failure
Name of Process:
Restoring Data From Backup After System Failure

Administrator
Phone: 000-0000, ext. 0005
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
Effective Date:
11/1/97
Period of Change:
six months

3. Heads of all departments
Problem Statement: Data may need to be restored from backup when a hard disk fails.
J.13
Objective: This procedure allows Web and system administrators to restore data and
alert affected users.
PERFORMING
1. Backup Tape log
2. Server logs
3. Backup Drive log
EFFECTIVE WEB
ADMINISTRATION

IDENTIFY THE FAILED SYSTEM
1. Find out which server is down.
2. Locate the servers logWhich services are affected? Which department(s) are using the
server?
3. Take the affected server off-line.
ALERT USERS
4. Contact by phone or in person the head of each department that uses the server. Explain
that a server is down and note all affected services. Explain that you will need about an
hour to diagnose the problem and that you will contact them as soon as you have a time
estimate for repairs.
5. If e-mail is available, inform the department head that you will send the same
information to all affected employees. Otherwise, ask the department head to alert
affected employees in his department.
RESTORE DATA FROM BACKUPS

7. Make sure you have diagnosed the problem correctlythat the hard disk has failed, and
you know which one has gone down.
8. Install a replacement drive, even if you think the original can be repaired. See SOP: Spare
Hardware to locate replacement parts.
J.14
6. When you have diagnosed the problem and have a time estimate for repairs, contact
department heads and users again.
9. Find the most recent and complete backup you have of that server. Check the Tape Drive
log to see which drive has been backing up that servers hard disks. Then check that
against the Backup Tape log to find and locate the most recent backup.
10.Restore data.
11.Test the server (see SOP: Test plans).
J
SAMPLE
STANDARD
12.Bring the server back online.
OPERATING
13.Alert department heads and users that service has been restored.
PROCEDURES
Backup Plans: Requested Data Restores
REQUIREMENTS
SUBMITTING REQUESTS
Does the request

meet requirements?
RESTORE DATA FROM

BACKUPS
Search logs by date

and pull data from tape
There is no other way

to retrieve data
Yes
Data cannot be
reconstructed
Identify affected files

No
Data is critical to
business operations
Is the file or tape

corrupted?
Yes
Discard tape and

search for earlier
versions
No
Be sure to exchange
contact information
Be sure the user

knows how to protect
data in the future
Ask user to verify you

have found the right
files
Test data
Alert users that data is

restored
Bring data online
FIGURE J.5 Process Diagram for Requested Data Restores
J.15
Name of Process:
PERFORMING
EFFECTIVE WEB
Requested Data Restores

Administrator
Phone: 000-0000, ext. 0005
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
ADMINISTRATION
Effective Date:
11/1/97
Period of Change:
six months

Problem Statement: Users may request data restores when they accidentally delete files or
save unwanted changes over an existing file.
Objective: This procedure explains how such requests are to be made and describes the
situations in which Web and system administrators will restore data.
1. Backup Tape log
2. Server logs
3. Backup Drive log

1. It is very time consuming for Web and system administrators to restore data from
backup. Therefore, any request to restore data from backup must meet the following
requirements:
a. There is no other way to retrieve the data.
b. The data cannot be reconstructed, or to reconstruct the data by hand would
require more than three working days.
c. The data is critical to business operations.
J.16
REQUIREMENTS
SUBMITTING REQUESTS
2. When users contact you with requests to restore data from backup, ask them to fill out
the e-mail form, Request to Restore Data (see below), or fill out the form with them.
Make sure they understand how long it will take you to retrieve and restore the files.
Also, explain that the backup may not contain the exact version of the file they are
looking for since backups are performed only once a day.
3. If the request meets all requirements, let them know how you will contact them when the
data has been restored.
J
SAMPLE
STANDARD
OPERATING
PROCEDURES
4. If the request does not meet requirements, explain to the user how to avoid such
problems in the future. Users may feel very frustrated. Be gentle yet firm in enforcing
requirements.
RESTORE DATA FROM BACKUPS
5. Searching by date, find the backup tape most likely to have the data requested. Check the
Tape Drive log to see which drive has been backing up that servers hard disks. Then
check that against the Backup Tape log to find and locate the backup tape. You may have
to access the long-term archives to find the requested version of data.
6. Pull files off of tapes and make sure the tape and data are not corrupted.
7. If the file is corrupted:
a. Discard the tape and update the tape log files (see SOP: Backups and Archives).
b. Look for an earlier version of the file on other backup tapes.
8. Once you find the file, contact the user who requested the data to make sure you have
found the correct file and version.
9. Restore the data to a testing area and test it (see SOP: Test plans).
10.Alert the user that the data has been tested. Ask in which directory the information
should be stored.
11.Bring the data online.
12.Alert the user that the data is now online.
13.Return all backup tapes to their proper place.
J.17
E-mail Form: Request to Restore Data

To:
From:
Subject:
PERFORMING
EFFECTIVE WEB
Company users
kvblixen@asteron.com
Request to restore data
The best way to protect your data is to save often and save all your versions (see the
document Ways to Protect Your Data on the company policies intranet site). If,
however, you have lost a significant amount of data, a Web or system administrator may
be able to restore it from backup if your request meets the following requirements:
ADMINISTRATION
a. There is no other way to retrieve the data; for example, you have already asked
co-workers if they have a copy of the files you need.
b. The data is critical to business operations.
c. The data cannot be reconstructed, or to reconstruct the data by hand would
require more than three working days.
These rules exist because it is very time consuming for Web and system administrators to
restore data from backup; in the time it takes to restore a file, you may be able to
reconstruct the data yourself. Please be sure your request meets the requirements before
submitting it.
If your request meets the requirements, please complete the following information:
Name of lost files (include directory path):
Date of the version you wish to retrieve:
Any other identifying information:
Directory name for retrieved files:
Urgency:
Do you need to refer to this data periodically? (If so, please contact me to discuss
ways of archiving your data)
Your contact information:
Sincerely,
Karen
J.18
We will do our best to find the files you need, but please be aware that our Web and
system administrators may not be able to retrieve the exact version of the file you
request. I may contact you with additional questions; please feel free to get in touch with
me, too.
Adding Content: Adding New Press Releases

DELIVER NEW PRESS
RELEASES
POSTING A NEW RELEASE
PR department creates
ASCII file
Mark up press release
Text file contains all

copy and references to
images
Rename the file to

HTML
PR department
contacts Web master
Test the file
Web master will post

the release in two days
Upload to live server
J
SAMPLE
STANDARD
OPERATING
PROCEDURES
FIGURE J.6 Process Diagram for Adding New Press Releases
Name of Process:
Adding New Press Releases
Owner Name: Italo Calvino, Web Master

E-mail: icalvino@asteron.com
Phone: 000-0000, ext. 0006
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
Effective Date:
11/1/97
Period of Change:
six months

1. Web masters
3. Public Relations Director

Problem Statement: The Public Relations department wishes to post new press releases
to Asterons Internet site.
Objective: To facilitate quick response time, the Public Relations department will
provide electronic files of their press releases for the Web administrator to mark up and
post.
J.19
1. Press Release HTML template

PERFORMING
EFFECTIVE WEB
ADMINISTRATION
DELIVERING NEW PRESS RELEASES

1. The PR department will create an ASCII TXT file for the press release copy and use the
following naming convention:
PRyymmdd_<release name>_<additional identifier>_v##.txt.
Any image files will be saved using the same structure, with the name of the graphic file
inserted in the <additional identifier> field.
2. The body of the text file should follow the following format:
Contact:
Title:
Body (including place and date):
The PR department can include images in the release by including the <image file
name.gif> anywhere in the text file, that is, before and after the contact and title, or
anywhere in the body of the text. Image files will appear on the page where their names
are included, centered and without text wrapping.
3. The PR department will attach these files to an e-mail addressed to the owner of this
document and with the subject line: New Press Release: PRyymmdd. Additional
comments can be included in the body of the e-mail.
4. Press releases will be posted two days after the request is received.
POSTING A NEW PRESS RELEASE
6. Name the new file according to the scheme above, but with the HTML suffix.
7. Test the file on the testing site (see SOP: Deploying Content).
8. Upload the file to the live site (see SOP: Deploying Content).
ADDITIONAL NOTES
9. At the next SOP review, consider developing a press release database and automating the
process of creating the HTML page.
J.20
5. When you receive a press release to be posted, first mark it up into the press release
HTML template. Remember to add all necessary paragraph breaks and to refer to image
files with the proper syntax.
Adding Content: New Versions of Site Content
VERSION CONTROL
DELIVER NEW VERSIONS

FOR TESTING
Section heads must

approve changes
E-mail the Web master

and section lead
TESTING NEW VERSIONS
SAMPLE
Upload new version to

staging server
STANDARD
OPERATING
PROCEDURES
Naming conventions
on the development
server
Make a new version of

the file to modify it
Rename the file with

test to pass it off to
Web masters
List changes in the

body of the e-mail
Perform all necessary

tests
Are changes
necessary?
Yes
Fix broken links and

copy new version to
developers server
No
Are additional
changes necessary?
No
Contact section lead
for final approval to
upload new versions
Yes
Upload new versions to
live server
Contact developers for

any other changes
FIGURE J.7 Process Diagram for New Versions of Site Content
J.21
Name of Process:
PERFORMING
New Versions of Site Content
Owner Name: Italo Calvino, Web Master

E-mail: icalvino@asteron.com
Phone: 000-0000, ext. 0006
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
EFFECTIVE WEB
ADMINISTRATION
Effective Date
11/1/97
Period of Change:
six months

1. Web masters
2. Content developers
3. Section leads
Problem Statement: Occasionally, content developers wish to submit new versions of

existing graphic files, HTML files, etc. to be posted on the site.
Objective: Version control policies have been established to coordinate development
efforts. To make sure the new version is fully compatible with existing site content, Web
masters will test new versions on the testing site before going live. Note: This SOP
addresses new versions only, and does not apply to site overhauls.
1. SOP: Deploying Content
2. Contact List: Section Leads

VERSION CONTROL
2. All files on the development server are stored with filename, plus version number and the
last person who worked on the file like so:
<existing filename>_v##_<your initials>.*
3. If anyone wishes to modify a file, open it and then immediately resave it with a higher
version number and your initials.
J.22
1. Section leads are responsible for approving all updates, changes, and additions to the
areas of the site they have been assigned. Unless other arrangements have been made,
please contact them before making any changes to the live site, tested or otherwise.
4. If you attempt to open a file and it is being used by <somebody else>, contact the
person who has it open to find out when he or she will be done with it before attempting
to make your own copy.
5. When you are ready to have the file tested with the site, you will rename the file like so:
<existing filename>_v##test_<your initials>.
Test indicates that the file should not be modified further until the Web master reports
the results of the tests.
J
SAMPLE
STANDARD
OPERATING
DELIVER NEW VERSIONS FOR TESTING

6. The content developer will send an e-mail addressed to the Web master (owner of this
document) and section lead with the subject line:
PROCEDURES
New Version: <content area>

7. In the body of the e-mail, the content developer will list new versions of all related files.
Include filename and directory. For each file, list all significant changes. For example:
a. For graphic files, list new dimensions.
b. For HTML files, list new links on the page (including new graphics and
hyperlinks).
Note: If you wish to include a graphics file on pages other than the ones that currently
use it, you must create new versions of HTML files for each of those new pages.
TESTING NEW VERSIONS
8. The Web master will then prepare to upload the new version to the staging server (see
SOP: Deploying Content).
a. First update the staging server log to show you are about to modify it and list all
files you are to copy onto that server.
b. Then copy the new version to the staging server and rename it as an active copy
by stripping off the version number and initials.
9. Be sure to conduct the following tests on new versions (see SOP: Deploying Content):
a. For graphic files, make sure correct dimensions are included on all pages. Make sure
the image looks right on all pages.
b. For HTML files, check links to and from the page.
10.Web masters are authorized to fix broken links. If you change any of the files in any way,
be sure to post a copy of the file back to the development server, incrementing the
version number and with your initials.
J.23
11.If other changes are required, the developer should be contacted. The Web master can
either send the file back to the developer for modification, or work with the developer to
make appropriate changes. Be sure to:
a. Post your version of the file to the developers server with the correct version
number and named with your initials.
PERFORMING
b. Explain all problems that need to be fixed.
EFFECTIVE WEB
c. Restore the staging server to its original configuration (you can copy original
versions from the live site).
ADMINISTRATION
Do not post any related files to the live server at this time; wait until you have a
complete and tested set of files.
12.If the file passes all tests, the Web master should contact the section lead for deployment
approval.
13.Upload the new version to the live site.
J.24
14.Finally, the Web master sends e-mail to developers and section lead, letting them know
the new version has been posted to the live site. If the Web master made any changes,
include a list of files (with complete development directory path and filename) in the
body of the e-mail.
Adding New Users

REQUEST TO ADD
NEW USERS
HR alerts Web admins

and sysadmins when
beginning personnel
search
HR alerts Web admins
and sysadmins when
a new employee is
hired
ADD NEW USER
Install and configure

workstation
Add to user groups
Set up e-mail
account
Set any special user

directories
Choose temporary
password
Configure firewall
(if necessary)
INFORM NEW USER
HR provides memo:
How to Use Asterons
Basic Internet Services
J
SAMPLE
STANDARD
OPERATING
Configure DHCP
Test configuration
Configure network
directory server
Deliver printed
access info to HR
HR provides memo:
How to Use Your
Departments Systems
PROCEDURES
HR provides memo:
How to Choose A
Password
Web admin provides

confidential: Your
Access Information
FIGURE J.8 Process Diagram for Adding New Users
Name of Process:
Adding New Users
Owner Name: Chau Lin, System

Administrator
E-mail: clin@asteron.com
Phone: 000-0000, ext. 0006
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
Effective Date:
11/1/97
Period of Change:
six months

3. Human Resources
Problem Statement: When a new employee is hired, that person must be given access to
certain areas of Asterons systems.
Objective: Human Resources will alert Web and system administrators when a new
employee is hired and explain which areas the user will be accessing.
J.25
1. E-mail form: Request to Add New Users
2. Contact List: Web administrators
PERFORMING
EFFECTIVE WEB
ADMINISTRATION

REQUEST TO ADD NEW USERS
1. If Human Resources is hiring, please let the system administrators know as soon as
possible. Approval, purchase, and installation of new user machines can take six or more
weeks; the administrators need sufficient lead-time to prepare. At the time new job ads
are posted, please contact the owner of this document with the following information:
a. Vacant position (number and titles)
b. Desired date of hire
c. Whether the hiring search is part of a company expansion or to fill an existing
position.
See sample e-mail form, Hiring Alert, below.
2. When a new employee is hired, Human Resources will send an e-mail form with the
following information:
a. Full name of new employee
b. Title/Department
c. Access areas
d. Desired login name/e-mail address
See sample e-mail form, Request To Add New Users, below.
ADD A NEW USER
3. Install and configure workstation (if necessary).
5. Choose a temporary password (and set it to expire in 2 weeks).

6. Configure DHCP.
7. Add to network directory server.
8. Add to user groups.
9. Set up any special user directories.
J.26
4. Set up e-mail account.
10.Configure firewall for any offsite IP addresses.

11.Test configuration and security.
12.Deliver a printed copy of user information to Human Resources as a confidential memo.
INFORM THE USER
J
SAMPLE
13.During the entrance interview, Human Resources will provide the new employee with
printed copies of:
STANDARD
OPERATING
PROCEDURES
a. Memo: How to Use Asterons Basic Internet Services

b. Memo: How to Use the Sales Departments Systems (Human Resources should
choose the memo specific to the new employees department)
c. Memo: How to Choose a Password
d. Confidential: Your Access Information (provided by the Web administrator)
E-mail Form: Hiring Alert

To:
From:
Subject:
Chao Lin
<HR Personnel>
Hiring Alert
Human Resources is hiring for the following positions:
Title
Number
Desired Start Date
Added Position?
Customer Service
Immediately
Existing Position
New Position
VP of Sales
6 months
Existing Position
New Position
Existing Position
New Position
J.27
E-mail Form: Request to Add New Users

To: Chao Lin
From: <HR Personnel>
Subject: Request to Add a New User
We have recently hired personnel:
PERFORMING
EFFECTIVE WEB
ADMINISTRATION
Name:______________________________________
Position:____________________________________
Start Date:___________________________________
Preferred E-mail Name:_________________________
This person will need access to the following areas (Note: Full Access allows the employee
to add, delete, and change entries in that area):
Full Access
Area
NA
General user areas, including company newsletter, company

policies and other public information. Also includes access to
users personnel record.

Human Resources: All personnel records

Human Resources: Company policies
Human Resources: Job listings
Public Relations: Press releases
Public Relations and Marketing: E-mail flashes
Public Relations, Marketing and Customer Service: Mailing
list
Customer Service: Customer feedback
Customer Service: Other product information databases?
Finance: Annual report
Finance: Finance Database? Or do they just get access to
other databases, like ordering and purchasing?
Sales & Marketing: Product catalog and price list
Sales & Marketing: Consumer interest surveys
Sales & Marketing: Other Databases?
Manufacturing, Sales and Distribution: Product orders
Manufacturing: Supply purchasing
Research & Development: Development Databases?
Web Development Areas?
J.28
Read Only
Memo: How to Choose a Password

Memo: How to Choose a Password
To: All Employees
From: Chao Lin, System Administrator
Our network allows you to send and retrieve e-mail, read about the latest company
news, find contact information, and interact with Asterons departmental systems.
Your account has been assigned a temporary password, which you will find in Your
Access Information. You will need to choose another password the first time you log
on. Please remember that security is essential to our companys well-being, so be sure to
choose a hard-to-guess password that:
J
SAMPLE
STANDARD
OPERATING
PROCEDURES
Is alphanumeric.
Is not based on something obviously connected to you, like your name, your
childs name, or the companys name.
Contains both upper- and lower-case letters.
Preferably contains numbers or punctuation to make it more difficult to guess.
It is a good habit to change your password often. For more information about how to
use the network, please review the attached cheat sheet for instructions on how to use
the basic Internet services.
Thank you, and welcome to the network!
Confidential Memo: Your Access Information

Memo: Your Access Information Confidential
To: Marta Pastorelli
From: Frederick Douglass, System Administrator
Your e-mail account is: martapastorelli@asteron.com

Your password is: APPLE$celery
Note that passwords are case sensitive. Remember to change your temporary password
the first time you log on. If you have any problems or questions about using the system,
please do not hesitate to call for help.
Your technical help contact is: Frederick Douglass, 000-0000, ext. 222
J.29
Supporting Requests for Added Functionality
RECEIVE REQUESTS
PERFORMING
EFFECTIVE WEB
Refer all requests to

lead Web admin
INVESTIGATE OPTIONS
INVESTIGATE OPTIONS
How do existing
systems meet the
request?
Make written
documentation
available
ADMINISTRATION
Record info about
the request
If systems
exist, why isnt
the requester
using them?
If systems need
modification,
identify
personnel needs
If a significant
upgrade is
needed, identify
options
Contact requester to
explain what youve
found
Send a copy to the

requester
Rename the file

with test to
pass it off to Web
masters
Document your
findings
Get approval to
implement
solutions, if
necessary
Develop
an R F P,
if necessary
FIGURE J.9 Process Diagram for Supporting Requests for Added Functionality
Name of Process:
Requests for Added Functionality
Owner Name: Chao Lin, System

Administrator
E-mail: chaolin@asteron.com
Phone: 000-0000, ext. 0007
Pager: 000-0000
Server Room 1: 000-0000 ext. 0301
Effective Date:
11/1/97
Period of Change:
six months


Problem Statement: Users and management may wish to see new functionality added to
Asterons existing systems.
Objective: By following the steps of this SOP, Web administrators can encourage users
and managers to provide detailed and complete information about their request. This
SOP also offers guidelines to help identify solutions.
J.30
None
RECEIVE REQUESTS
1. All requests should be directed to the owner of this SOP, the lead Web administrator.
2. The lead Web administrator should record the following information about the request:
J
SAMPLE
STANDARD
OPERATING
PROCEDURES
a. Name of the person making the request.

b. Contact information.
c. What kind of functionality or upgrade is requested?
d. What purpose does it serve?
e. Who will benefit and how?
f. Date needed, if applicable.
g. Budget, if any.
h. Any other relevant information.
The lead Web administrator should also request any documentation and read it.
3. If no documentation exists, the Web administrator should return a copy of any notes
taken to the requestor, to verify that information is complete and accurate. This can be
done in e-mail.
INVESTIGATE OPTIONS
4. The Web administrator should first check how existing systems might meet the needs
described in the request.
5. If there are existing systems, then the Web administrator should find out why the
requestor is not using them. Is the system difficult to use? Is the documentation hard to
follow? The Web administrator should find ways to address such problems.
6. If existing systems can be modified to fit the needs, find out which personnel are needed
for the task and how much time they can allocate to it.
7. If a major upgrade is needed, a preliminary investigation of options is called for. A
detailed proposal is not necessary at this stage but the Web administrator should research
options, cost, and related system impact. When you contact the requestor again, you will
ask for authorization to develop a proposal.
8. In all cases, document your findings.
J.31
SUGGEST SOLUTIONS
9. Make your written documentation available to the person who made the request.
10.Contact that person and explain what you have found.
PERFORMING
EFFECTIVE WEB
ADMINISTRATION
11.If approval is needed to implement solutions, get it.

12.If a full-blown proposal is needed, discuss with the requestor the best way to proceed.
Ask the requestor to:
J.32
a. Identify a project manager and team members.

b. Establish a time frame.
c. Identify a budget
d. Clearly define the mission statement.
e. Develop an RFP.
The Web administrator can offer to help the requestor write the RFP.

SOPs PDF

Загружено:

Сведения о документе

Исходное описание:

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

SOPs PDF

Загружено:

Авторское право:

Доступные форматы

Sample Standard Operating Procedures

Redundancy: Storing and Retrieving Spare Components

Redundancy: Purchasing Emergency Replacement Components

Backup Plans: Daily Backups and Long-term Archives

Backup Plans: Restoring Data from Backups after System Failure

Backup Plans: Requested Data Restores

Adding Content: Adding New Press Releases

Adding Content: New Versions of Site Content

Adding New Users

Supporting Requests for Added Functionality

Redundancy: Storing and Retrieving Spare Components

Catalog the component

Locate the component

Update paper logs

Label the component

Store the component

Cataloging Spare Hardware

Owner Name: Karen Von Blixen, Web

Reviewers (job titles):

Copyright 1998, 1999 by HyCurve, Inc.

4. Director of Information Technologies

3. See also SOP: Purchasing Replacements in an Emergency

Copyright 1998, 1999 by HyCurve, Inc.

Spare Hardware Log

[x] Server Room 1

Copyright 1998, 1999 by HyCurve, Inc.

[x] Server Room 1

Redundancy: Purchasing Emergency Replacement

Do you know which

See SOP: Testing Processes

See SOP: Storing and

Have you checked spare

Install according to SOP:

FIGURE J.2 Process Diagram for Purchasing Emergency Replacement Components

Copyright 1998, 1999 by HyCurve, Inc.

Purchasing Emergency Replacement Components

Owner Name: Karen Von Blixen, Web

Reviewers (job titles):

Copyright 1998, 1999 by HyCurve, Inc.

6. SOP: Installing New Components

Copyright 1998, 1999 by HyCurve, Inc.

Backup Plans: Daily Backups and Long-term Archives

Contact owner of this

LONG TERM ARCHIVES

Pull out a tape for each

Mark with tick marks

Note in the log that

Discard old tapes and

Bring printouts and

Put the rest back into

Add new tapes, update

Make sure there are

Back at work, update

Store the backup

Insert a new tape

Post a new log every

Remove oldest two

Copyright 1998, 1999 by HyCurve, Inc.

Backups and Archives

Owner Name: Karen Von Blixen, Web

Reviewers (job titles):

2. Tape Drive log