Recording and Reporting Hardware Faults

Hardware faults are to be recorded and reported to the appropriate trained staff or maintenance firms for corrective action.

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  • No procedures in place to handle hardware fault reporting.

  • Ensure that every hardware incident is reported to your IT section / department. They are responsible for logging it and any subsequent investigation. Insist on a call reference to track the call response and correct call closure.
  • Establish a system for reporting faults.
  • Ensure staff are available to respond to requests promptly.
  • Establish inventories for hardware and software, and their operational use.
  • Name and label PCs with adequate information to allow a user to clearly identify their PC in the event of fault reporting.
  • Document all hardware configurations.
  • Introducing an on-line form for fault reporting.
  • Document all known faults.
  • Create a troubleshooting flowchart.

  • Insufficient data may result in incorrect diagnosis of the fault or a possible security breach.

  • Ensure that full details relating to an incident are reported and recorded. A procedural checklist would be of great value.
  • Ensure that you gather as much background data as possible regarding an incident, to allow the fault to be fixed in good time or to act on any security breach.

  • Lack of any proactive preventative maintenance.

  • Ensure that all software that is deemed important to the organisation is under a maintenance agreement or similar method of ensuring support.

  • Failure to identify a 'pattern' of problems and faults can delay remedying the problem.

  • Record all hardware faults so that possible manufacturer defects can be identified.
  • Check periodically that faults are being recorded and investigated.

  • Failure to record faults can impede a claim against the manufacturer or vendor.

  • Ensure that all faults are logged together with details of the action taken.

  • Errors may be compounded due to delays in fault or incident reporting.
  • Ensure that all incidents are reported promptly.

  • No procedures in place to handle hardware fault reporting, recording, and maintenance.

  • Establish a fault reporting procedure.
  • Ensure staff are available to respond to requests promptly.
  • Label and name PCs correctly.
  • Document all hardware and configuration information and IT systems diagrams and documents also to be kept in secure locations.
  • Introduce an on-line form for fault reporting.
  • Document all known faults.
  • Create a troubleshooting flowchart.

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