Operational Procedures

Week of 2027-01-19 · Download .docx

Objectives

Apply formal change management procedures including rollback plans
Follow safety procedures for ESD, power, and fire in IT environments
Explain ticketing systems, SLAs, and professional conduct requirements

Key terms

Change management: Formal process for requesting, approving, implementing, and documenting IT changes.
CAB: Change Advisory Board — cross-functional group reviewing changes before approval.
Rollback plan: Documented steps to reverse a change and restore the system to its prior state.
SLA: Service Level Agreement — defines response and resolution time commitments.
Ticket system: Tracks support requests from receipt through resolution with full audit trail.
ESD: Electrostatic Discharge — static electricity that can permanently damage electronic components.
Anti-static strap: Conductive wrist strap providing continuous grounding to prevent ESD.
Class C extinguisher: For electrical fires — CO2 or dry chemical; water would cause electrocution.
SDS: Safety Data Sheet (formerly MSDS) — legally required chemical safety information.
Lifting technique: Lift with legs (squat), back straight — never bend at the waist for heavy loads.
Acceptable use policy: Organizational rules defining authorized use of IT systems and resources.
3-2-1 backup: 3 copies, 2 media types, 1 offsite — the standard data protection architecture.

The concept

CHANGE MANAGEMENT

IT changes without a formal process cause outages. The change management workflow: 1) Submit a change request documenting what will change, the business reason, affected systems, and testing steps; 2) CAB review assesses risk and approves or denies; 3) Pre-change communication notifies affected users; 4) Implementation window — make the change according to the documented plan; 5) Verify success using the pre-defined acceptance criteria; 6) Document results. A rollback plan must exist before implementation begins — specifying exactly how to undo every change if something goes wrong.

SAFETY PROCEDURES

ESD (Electrostatic Discharge) can destroy a CPU, RAM module, or SSD with a discharge the human body cannot feel. Always wear an anti-static wrist strap connected to ground when handling components. Before opening any computer, power it off AND unplug from the wall — the ATX power supply delivers 5V standby even when the system is 'off.' Lift heavy equipment using the legs (squat technique), keeping the back straight — never bend at the waist.

Fire safety: Class C extinguishers (CO2 or dry chemical) are for electrical fires. Class A is for ordinary combustibles (paper, wood). Class B is for flammable liquids. Never use water on electrical equipment — it conducts electricity and can electrocute the user.

PROFESSIONAL CONDUCT AND TICKETING

Ticketing systems track issues from initial report through resolution, creating an SLA-auditable record. SDS (Safety Data Sheets) document the hazards and safe handling of chemicals including toner cartridges and isopropyl alcohol used in IT work. Professional conduct means respecting user confidentiality, communicating progress clearly, and never accessing systems beyond what the repair requires.

Worked examples

Example 1: An IT team plans to upgrade the main file server OS over the weekend. Change management checklist: 1) Submit change request with affected systems, expected downtime window, and test plan; 2) Obtain CAB approval; 3) Notify all users of scheduled maintenance window; 4) Create a full backup and take a VM snapshot (rollback plan); 5) Implement during the approved window; 6) Verify shares are accessible and permissions are intact; 7) Close change ticket with results documented.

Example 2: A technician is about to install a RAM upgrade in a desktop PC. Safety steps: 1) Power off the PC; 2) Unplug the power cord from the wall outlet (removes standby voltage); 3) Press the power button once to discharge residual capacitor charge; 4) Connect anti-static wrist strap to a bare metal part of the case; 5) Handle RAM modules by their edges only, never touching the gold contacts.

Common mistakes

Skipping the rollback plan because the change 'seems simple' — unexpected failures can happen to any change.
Wearing rubber gloves instead of an anti-static strap — rubber insulates from ground, making ESD risk worse.
Using a Class A water extinguisher on electrical equipment — water conducts electricity; always use Class C.
Accessing user accounts beyond the scope of repair — a serious professional conduct violation.
Failing to document the completed change — the change ticket must be closed with actual results, not just intent.

Self-check

Try each question before reading the answer. Answers at the bottom of this page.

1. Before working inside a powered computer, you should:

Power off AND unplug the power cord
Just power off
Wear rubber gloves only
Enable Airplane Mode

2. Change management requires BEFORE making a change:

Documented plan, approval, and rollback procedure
Only verbal authorization
Just a ticket number
Complete the change first then document

3. A rollback plan ensures:

The system can be restored to its previous state if the change fails
The change completes faster
Approval is not needed
User training is skipped

4. An SLA defines:

Response and resolution time commitments between IT and the business
The software license agreement
The security policy
Employee performance targets

5. MSDS/SDS documents describe:

Hazardous materials safety for chemicals like toner and solvents
Hardware specifications
Software licenses
Network diagrams

Self-check answers

1. A — Unplugging removes the 5V ATX standby voltage that remains when the system is powered off.
2. A — Formal change management requires a written plan, CAB approval, and a tested rollback procedure.
3. A — Rollback plans provide a safety net to reverse failed changes quickly.
4. A — SLAs formalize how quickly IT must acknowledge and resolve different types of issues.
5. A — SDS are legally required chemical safety documents (OSHA HazCom) for any potentially hazardous substance.

Canvas is the official record. This companion enhances the PGCC curriculum; it does not replace it. Last name and class year only. Students with a 504 plan or IEP: your accommodations apply.

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