Computer Hardware Maintenance: An IS/IT Manager's Guide

Front Cover
Butterworth-Heinemann, 1996 - Business & Economics - 160 pages
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Computer Hardware Maintenance presents the full scope and understanding of how the PC hardware maintenance function should operate and be managed in an organization, including steps involved in containing costs, keeping records, and planning the integration of the help desk function.


In today's IS department too often the PC hardware maintenance function is treated as a 'necessary evil', with the understanding that eventually all equipment will have some degree of mechanical or electrical failure. This book discusses scenarios where keeping the maintenance function internal is most viable and where having it external, from a depot service, pickup and delivery, or on-site service, is most viable. Computer Hardware Maintenance concludes with brief descriptions of available third-party systems and how emerging trends in PC hardware configuration as proposed by the Desktop Management Task Force (DMTF) will have a major impact on the PC hardware maintenance function in the future.
 

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Contents

Introduction to the Hardware Maintenance Function
xi
Service and Warranty Work Costs an Analytical Overview
3
Service Objectives Responsibilities Measurement Criteria
8
The Installed Base of PC Hardware
11
Size of the Installed Base
12
HomogeneityHeterogeneity of the Installed Base
13
The Maintenance Function
17
External Maintenance Function
19
The Maintenance Management Information Systems
67
System Type Manual vs Computerized
69
Computerized Tracking Systems
73
ThirdParty Maintenance Support Packages
75
TOP OF MIND Help Desk for Windows
79
Utopia
82
Vantive Support and Vantive HelpDesk
86
DP Umbrella SQL
91

Forms of External Maintenance Support
23
Hardware Maintenance Management
29
Internal Maintenance Management
31
Choosing an External Maintenance Source
37
Evaluating the Answers
41
Constructing the RFP
44
Transition from Present System
48
Managing the External Maintenance Function
51
Communications with the Vendor
52
Contract Cancellation Clause
53
The Role and Creation of a Maintenance Management Information System
55
Integrating the Maintenance Systems
57
The Interrelationships between the Systems
63
Implications for IS Management
64
Dedicated Automated Asset Tracking Inventory Management Systems
96
PATHtracker 2
100
Knowledgeware Software System Suppliers for CaseBased Reasoning Systems
105
KnowledgeBases
108
KnowledgePaks
111
The Desktop Management Task Force
115
About the DMTF
117
Sample Management Information Format MIF File
127
Maintenance Management System Evaluation Check List
135
Summary
139
Glossary of Terminology
141
Index
153
Copyright

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