Maintain a systems support log

Preview

A systems support log is a record of the maintenance and modifications that have been implemented on a computer unit. Maintaining a systems support log is an important task in supporting computer systems in the workplace. While it can be easily overlooked at the time, the value of a systems support log in the future cannot be under estimated. The reality of most technology installations is that they are constantly being modified to meet the needs of the business, and records of this activity can prove to be invaluable.

Learning outcomes

After completing this topic you will be able to:

Record, review and update maintenance and fault data, and equipment modifications, in accordance with organisational standards, and report outcomes periodically to the appropriate person.
Document relevant symptom and removal information.
Identify and report instances where preventative measures are needed.

Before you start

You should already be able to communicate effectively and operate software applications before you start this topic.

Check your understanding

Do you think you already know how to maintain a systems support log? Try and answer the following questions to check your understanding of this topic.

Maintaining a log

Try this interactive activity to identify the appropriate types of data to be included in an incident-based systems support log.

If you prefer you can download a print version of this activity.

Feedback

Making an entry to a log

Read this entry in a systems support log:

Stardate: 2034.56

Problem: The computer won’t go.

Comment: The computer had a few problems that were mostly related to the user – except for one thing that I fixed. Told the user what to do next time. Shouldn’t happen again.

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	It is in electronic form so that filters and queries can be applied
	The information in it is accurate
	Each problem is described in at least a page
	It is securely stored to stop users from losing it

	It doesn’t clearly explain what the problem is
	It doesn’t clearly explain what the solution is
	Neither the system nor the technician are identified
	All of the above are major problems

True	False
		An individual system support log document should exist for every computer in an installation.

True	False
		Updating a systems support log can be left until the IT Support Person has time to fill it out.