This document provides information on computer system maintenance and management. It discusses the importance of maintaining computers to prevent problems. It covers different types of maintenance including updating software, preventing and removing viruses/malware, and hardware maintenance like controlling dust and heat. The document also discusses analysis reports for computer system maintenance which include issues, root cause analysis, user feedback, actions taken, and recommendations.

1. UNIT TEKNOLOGI SISTEM KOMPUTER & RANGKAIAN
JABATAN TEKNOLOGI MAKLUMAT & KOMUNIKASI
KOLEJ VOKASIONAL TENGKU AMPUAN AFZAN
BENTONG, PAHANG
KERTAS PENERANGAN
INFORMATION SHEET
NAMA PROGRAM /
PROGRAMME NAME
COMPUTER SYSTEM AND NETWORKING
NO. DAN TAJUK MODUL /
MODULE NO. AND TITLE
KSK6033 COMPUTER SYSTEM MAINTENANCE AND
MANAGEMENT
K5 Computer System Maintenance Report
5.1 Report writing
5.2 Presentation skill
5.3 Computer system maintenance analysis report
5.4 Document management system
5.5 Computer system maintenance management report
contents
NO. KOD / CODE NO. M6033K1 Muka : 01 Drp : 20
NAMA PELAJAR /
STUDENT NAME
5.1 REPORT WRITING
What is a report?
• in its presentation.
• “A report is a statement of the results of an investigation or of any matter on which
definite information is required”. (Oxford English Dictionary) 
• Reports are a highly structured form of writing.
• Report writing is an essential skill for Professionals in almost every field;
accountants, teachers, graphic designers, information scientists.
A report aims to inform, as clearly and succinctly as possible. It should be easy to read
and professional
Why do we write reports?
• To present the findings and results.
• To keep records.
• To tell about failures and successes.
• To tell the progress of the maintenance/project/research.
Types of Reports
According to use:
• external
• internal
According to period:

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• routine
• special
According to levels of management:
• Reports to Top Management
• Reports to Functional Management
• Reports to Junior Level Management
• Functional Reports
Corporate Reports:
• Statutory report
• Directors’ report
• Auditors’ report
• Non-statutory report
Other Reports:
• Review
• Cost-Audit
• Interim
• Oral
A report is similar to an essay in that both need:
• Formal style, introduction, body and conclusion
• Analytical thinking, careful proof-reading and neat presentation.
A report differs from an essay in that a report:
• Present information, not an argument.
• Is meant to be scanned quickly by the reader.
• Uses numbered headings and sub- headings
• Uses graphics where possible (tables, graphs, illustrations)
• May nee and abstract (sometimes called an executive summary).
• Does not always need references and bibliography.
• Is often followed by recommendations and/ or appendices.
Good report:
• Meet the needs of the readers.
• Answers the questions.
• Is it at the right level for readers?
• Clear logical structure.
Report Structure:
 Letter of transmittal
 A Salutation
 The purpose of the letter
 The main finding of the report
 Any Important Considerations
 An Acknowledgement of any Significant help
 An Expression of pleasure or gratitude 
 Title page
 title
 writer
 organization
 date

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 person/group who commissioned the report
 Table of content
 accurate, clear layout
 section numbering system and indentation
 complete
 page numbers
 list of illustrations if applicable 
 List of abbreviations and/or glossary
 arranged alphabetically
 Executive summary/abstract
 appropriate length
 complete summary of key information
 informative, not descriptive, in form
 impersonal tone
 connected prose 
 Introduction
 relating topic to wider field
 necessary background information
 purpose of report
 scope of report
 explanation of arrangement of report sections
 Body
 A Report of Primary Research would include
 Literature review
 Method
 Findings of results
 Discussion
 A report of secondary research
 Information organized under appropriate topics with sub heading
 Analysis / Discussion of the source of reporting.
 Conclusions/summary
 Summarize what has been discovered
 Repeat the question
 Give the answer
 Outlines the findings of the research
 Do not introduce new information in the conclusion.
 Analysis of the advantages and disadvantages of various courses of
action.
 Recommendations
 based on the conclusions
 practical
 specific
 well organized, with the most important first 
 Bibliography
 texts consulted but not referred to directly in the report 
 Appendices

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 placed at end of a report if included
 arranged in the order referred to in the report
Report writing process:
1. Objective 2. Planning
3. Collecting
Information
4. Organization
Information
7. Finishing 6. Structure 5. Audience
1. Objective
 It defines the scope of your investigation.
 Identify the purpose
• To inform?
• To convince?
2. Planning
 Planning your report
• How much time do you have to write the report?
• How can your work be divided up into the various stages?
• Set yourself deadlines for the various stages.
3. Collecting Information
 What is the information you need?
 Where do you find it?
• Survey
• Organizations
• Online: Google
• Publications
 How much do you need?
4. Organization Information
 Discriminate between relevant and irrelevant information.
 Sort/organize information under main ideas/details.
 The computer program, Inspiration, can help in organizing
5. Audience
 Often 3 different audiences:
• The casual reader/big boss who wants the main message as painlessly
as possible.
• The interested reader who wants more detail but doesn’t want to
grapple with all the gory technical details.
• The guru who wants the whole story.
6. Structure
 To address all 3 audiences effectively,
• Include an abstract for the big boss

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• A main body for the interested non-specialist
• A technical appendix for the guru
Thus, a structure emerges!
7. Finishing
 Writing style
 Structure alone is not enough for clarity – you must also write clear sentences.
 Rules:
• Write complete short sentences
• Avoid jargon and cliché, strive for simplicity
• One theme per paragraph
 All reports should be written in the third person i.e., as an objective observer!
 Avoid using terms such as ``I did this experiment and..".
 Instead substitute terms, such as ``The experiment was performed ...''.
Some friendly help… The view of an objective and completely fresh reader can
be of great benefit. This person may also be able to pick up spelling or
grammatical errors which you yourself are unaware of.
Finishing Touches
 Type
• Don’t use too many styles
• Avoid All Caps
- Difficult to Read
• Double Space
• Number Placement 
- Bottom Center
-
 Paper
• High Quality
• 20# Weight
• White/Off-White
• 8 ½ x 11
 Margins
• Top & Sides - 1”
• Bottom - 1 ½”
• Left & Right 1.25”
5.2 PRESENTATION SKILL
What is a Presentation Skill?
• A presentation is a means of communication which can be adapted to various
speaking situations, such as talking to a group, addressing a meeting or briefing a
team.
• Presentation is an organized way to put across our ideas, opinions, beliefs, etc.
before a group of people. It is a systematic form of communication and therefore
it has a logical beginning, middle, and end.
• Presentation skills basically refer to the ability to communicate in an effective way
whether in small or large groups. The process involves explaining and showing the
content of either a topic to an audience.

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• Presentations and reports are ways of communicating ideas and information to a
group. But unlike a report, a presentation carries the speaker's personality better
and allows immediate interaction between all the participants.
• A presentation is created in the same manner as a report; however, it adds one
additional element — The Human Element.
Types of presentations
(a) Written
(b) Oral- formal
(c) Oral -informal
A good presentation contains at least four elements:
(i) Content
It contains information that people need. But unlike reports, which are read at
the reader's own pace, presentations must account for how much information
the audience can absorb in one sitting.
(ii) Structure
It has a logical beginning, middle, and end. It must be sequenced and paced
so that the audience can understand it. Where as reports have appendices and
footnotes to guide the reader, the speaker must be careful not to loose the
audience when wandering from the main point of the presentation.
(iii) Packaging
It must be well prepared. A report can be reread and portions skipped over, but
with a presentation, the audience is at the mercy of a presenter.
(iv) Human Element
A good presentation will be remembered much more than a good report
because it has a person attached to it. However, you must still analyze the
audience's needs to determine if they would be better met if a report was sent
instead.
Written presentations: the progress report
 Purpose of the progress report
• To inform management of progress in relation to a schedule, identify goals
for a further stage or provide a forecast and persuades someone to take
action on your report.
 Structure of the report
1. Purpose of the report
2. Body:
i. current status of the task compared to schedule
ii. Progress, successes, goals accomplished
iii. Problems and issues – how were they resolved or how will they be
resolved.
iv. Recommendations and/or requests
v. Plans for the next phase
3. Conclusion (not essential)
• Summary of most important message in the report e.g. a critical request or
recommendation
Preparing an oral presentation
 Define the purpose of your presentation
 Analyse your audience

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• What is their purpose/need in being here?
• What is their specialist knowledge?
 Identify your main ideas/points and how they link to each other (what stays
and what goes)
 Know what you’re talking about
 Outline what you will say in the presentation
 Prepare a strong introduction and conclusion
 Use visual aids
 Practice, practice, practice – use the mirror
 Work as a team
5.3 COMPUTER SYSTEM MAINTENANCE ANALYSIS REPORT
• Issues / problem
• Root cause analysis
• User’s feedback summary
• Action taken
• Recommendation for process improvement
Why Maintain?
If we allow our computers to intake harmful materials (such as dust) and programs (such
as viruses) and we don’t keep our software in good condition (updated) then the
computer may end up with significant problems that are then harder to deal with. Proper
maintenance of a computer, can keep it running smoothly for years and years.
Different Categories of Computer Maintenance
(a) Updating Software
Updating software can be done in a variety of ways, described below:
• Automatic Updates. If a computer is on a reasonably fast Internet connection,
the easiest way to keep it up to date is to allow the programs to automatically check
for updates and download and install them as needed. To turn on automatic updates
for a Windows operating system, find the Systems and Maintenance options in the
Control Panel.
• Automatic Alerts for Updates. If a computer is connected to the Internet, but
the connection is slow at some times of the day, another option is to have the
computer automatically check for updates but not download or install them until the
user elects to do so. For Microsoft Windows computers, if this option is selected, an
alert appears in the computer’s system tray stating that there are updates waiting,
and then the user can wait until the Internet is faster to install these updates.
• Manual Updating. A computer user can also turn off all automatic update
checking and choose to manually check for updates. For a computer that is rarely
connected to the Internet, this would be a good option as long as the user
remembered to check when connecting to the Internet. Also some programs do not
have automatic update options, and can only be updated in this manner. A
program usually has a menu item titled “check for updates” that a user can click on
when connected to the Internet.
• Offline Updating. If a computer is in a location that never has access to the
Internet, a computer lab manager will need to download updates from a computer
that is connected to the Internet and then transfer them (via a disk or flash drive) to
the computer in question to be installed. This option is also useful if a computer lab
has several computers that all need the same update. Instead of having each
computer download the update separately, one computer could download the
update and then it could be shared amongst all of the computers. Offline updates
for operating systems can easily be found through Internet searches.
(b) Virus and Malware Prevention and Removal

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Viruses, spyware and other malicious programs can all be referred to together as
malware. Malware prevention is a significant maintenance task for a computer lab
manager. Without vigilance, a computer lab will quickly become prey to malware. It
will spread from machine to machine causing the computers to slow down, work
improperly or possibly even stop working altogether. The computer lab manager
needs to make sure that all of the computers have anti-virus software installed, and
that this software is set up so that it regularly updates its virus databases and scans the
computers.
The computer lab manager also needs to have strict policies in place to prevent virus
infection. Since viruses are easily spread by the use of flash drives, the policy could
prohibit the use of flash drives, or require them to be scanned by a staff member
before use. Another policy to consider is the prohibition of downloading, since
unsuspecting users can accidentally download malware. A firewall that blocks
dangerous downloads can also be useful.
(c) Computer Hardware Maintenance
There are some common hardware problems that can be avoided, or at least made
less frequent by taking particular preventive measures with computers. These
preventive measures are listed below.
Dust Control. Dust is very harmful for computer parts. Excess dust can cause
mechanical failures, particularly on computer components with moving parts.
Minimizing dust in a computer lab is an important part of computer maintenance. The
computers themselves should be regularly dusted (wiped with a dry cloth or duster)
and if the computers are housed in a particularly dusty area, the use of dust covers
(when the computers are turned off) is advised. In addition, when a computer case is
opened for other repairs, the dust that has built up inside the case should be blown
out. This works best with forced air. Different mechanical and electrical tools are
available to compress air.
Heat Control. Computer parts, in particular the CPU, produce a large amount of heat
while operating. It is important for this heat to dissipate, so that the computer is not
damaged by overheating. Computers do have fans and heat sinks, but these will
only work well if the air flow to the computer is not blocked. This means, for example,
that a laptop computer should not be left running for any length of time on a soft
surface (like a sofa) that conforms around it, and a desktop computer case should
not be used while in an enclosed cabinet. In addition, it is ideal that the computer lab
temperature be kept low. Using air conditioners is a good option, since the windows
can also be kept closed to minimize dust, but many computer projects cannot afford
air conditioners or the associated electricity costs. Therefore curtains (to reduce the
heat of the sunlight), open windows and fans are often the best alternatives, although
their use requires increased vigilance against dust.
Surge Protection. In many countries, the electrical supply does not have a uniform
(well controlled) voltage. Voltage is also variable due to surges that occur,
particularly during thunderstorms and when power is returning after an outage.
Voltage surges can be very damaging to computers and other electrical
components, and it is important to protect against these events. The simplest form of
surge protection is to purchase surge protecting power (adaptor) strips. These
devices contain 4 or 5 outlets that are protected by a fuse that is blown in case of a
power surge. The quality of these power strips varies, though, and they cannot be
guaranteed to be the safest form of surge protection. A second form of surge
protection is a surge suppressor that is installed where the main power enters a
computer lab. These devices, though more expensive, are of higher quality and will

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protect all of the electrical components plugged in to electrical sockets within the
room. A third option to consider is to purchase uninterrupted power supplies (UPSs) to
share between every two computers in a computer lab (since a UPS includes six to ten
electrical sockets). A UPS regulates the voltage sent to the sockets located on the
UPS itself, and also contains a battery that allows for continued operation of a
computer after a power outage. Depending on the UPS model and the amount of
equipment attached to the UPS, the battery might last for an hour or for just a few
minutes, but even just a few minutes allows enough time for the user to save their work
and shut the computer down properly.
Laptop Maintenance Issues. For computer labs using laptop computers, there are a
couple of additional issues to be aware of that can affect the lifespan of the
computer. Because laptop computers are moved around from place to place and
handled more roughly than desktop computers, they are more likely to have
hardware problems develop. One problem area, for example, is in the AC adaptor
port. If it is found in the back of a laptop computer, it is easy for the computer user to
tilt the laptop backwards and unintentionally place pressure on the AC adaptor as it is
forced against the table top. The AC port (and any other port located on the back of
a laptop) can be easily damaged from this stress. Therefore computer users should be
instructed on the proper technique to use when picking up a laptop computer. A
second problem area for laptop computers is that the screws on the laptop body
gradually become loosened as the computer is moved about. A computer lab
manager should periodically (perhaps twice a year) tighten the screws on all laptop
computers.
(d) Peripheral Hardware Use and Maintenance
Peripheral hardware will also last longer if it is well maintained. For peripheral
hardware such as printers, projectors and external drives, all of the advice above
about heat, dust and power surge control is still relevant and important. In addition,
there are some tips below for using printers and projectors that will help these pieces
of equipment work efficiently and last a long time.
Proper Use of an LCD Projector. An LCD projector is a valuable tool for making
presentations and assisting in training courses. However, these projectors are very
expensive to purchase. If a computer project has had the good fortune of being able
to purchase a projector, it is important that every effort be taken to make sure that
the projector is kept in good repair. Some suggestions are shown here:
• Store and carry the projector in a padded case. This will keep dust out of the
projector and cushion it in case of rough handling.
• Keep a designated surge protecting power strip (adaptor strip) with the
projector, and make sure that all projector users know the importance of using the
projector with surge protector.
• Make sure that the appropriate procedure for shutting down the projector is
used, and inform all projector users about the procedure. For most projectors, the
proper shut down procedure includes not unplugging the projector until the cooling
process is complete. This is indicated by a status light changing color, or a fan turning
itself off. It is important to allow the projector bulb to cool completely in order to
extend the life of the bulb.
Efficient Use of a Printer. Most computer labs will have at least one printer for the use
of the computer lab manager and selected computer lab users. Printers are a great
resource, but if not controlled well they can be overused. This puts unnecessary wear
on the printer, and also uses up expensive ink and paper. It would be wise for a
computer lab manager to have in place some policies about what sort of material
can be printed, and when color ink use is allowed. Users should also be instructed to

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preview their work before printing, to avoid printing unnecessary pages. In addition,
many printers have different printing settings that control the quality of the printouts
and thus the amount of ink used. Inkjet printers, for example, usually have an option
for “draft” or “fast” printing that uses significantly less ink, but still looks reasonably
good. To find this option when printing a document, select Print from the File menu (or
the Office Button in MS Word 2007). When the print menu opens, there will be a
Properties button next to the selected printer. Clicking here will bring up choices such
as the print quality and whether the printout should be in color or black and white.
5.4 DOCUMENT MANAGEMENT SYSTEM
• Coding: naming convention
• Recording
• Filing
• Document safety
• Confidentiality
5.5 COMPUTER SYSTEM MAINTENANCE MANAGEMENT REPORT CONTENTS
• Work breakdown structure
• Schedule and Timeline
• Job specification
• Job checklist
• Network maintenance team members
• Job execution details:
- Date & time
- Team member involved
- Job variance
- Rectification
• Maintenance expenses
• Other matters / issues related to network maintenance
REFERENCE:
1. TECHNICAL REPORT WRITING GUIDELINES, Prepared by LEAH M. AKINS and JEFFERSON
H. AKINS
2. Dwyer, J. (2002) Communication in Business: Strategies and skills, Prentice Hall, Frenchs
Forest.

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