This document outlines the role and responsibilities of the IT department at a training center. It describes processes for ensuring smooth IT operations including day opening, system maintenance, call management, backup management, and day closing. It also covers emergency calls, hardware requisition, and inventory maintenance.

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3. Information Technology
Information Technology is a powerful tool for storing and retrieving data. This
data is the intellectual property of the organization and helps the organization to
become a “Learning Organization”.
The IT Department (Future Knowledge Services - FKS) plays an important role
and is the most critical support function for the Center. Their participation is
very important in each and every activity of the Centre.
Objective
To ensure smooth functioning of the centre and ensure accuracy and security of
the data
Responsibility
It is the responsibility of the center head to adhere towards the implementation
of the required process. The assistant center head must ensure these standards
are followed.
Day Opening Process
1. The IT executive must be present half an hour before the training
commences.
2. He must collect the server room key from the center head cabin.
3. He must first ensure that the seal is not tampered with before opening the
server room. In case the seal is open, the same must be escalated to the
centre head.
4. IT Executive must get the server room cleaned by the housekeeping staff.

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5. All servers (application server, mail server and SQL server) must be
checked and started before the centre opens.
a. Check the switches, router, and VSAT router to ensure that the
connectivity.
b. Check the VPN connectivity and if VPN is down, log a complaint to the
service provider.
6. Classrooms
Check all the systems in all the classrooms for network availability and
ensure all the systems are in proper working condition.
7. Admin Rooms
Check all the systems in the admin room for network availability and
ensure all systems are in proper working condition.
8. Mock Rooms
a. Check all the systems in all the mock room for network availability and
ensure all the systems are in proper working condition.
b. Ensure the application REM is opening in all POS systems at the cash
tills and customer service desk (CSD).
System Maintenance
1. The IT Admin must conduct random checks on hardware inventory
available at the centre, its availability at the right place in the right
condition on a daily basis.
2. Weekly activity for system maintenance must be scheduled for every
Monday.
3. He must file a weekly system maintenance report and send it to the
respective area leads and centre head latest by Tuesday(Annexure 11)

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Call Management
1. The IT Admin must prioritize calls received during the day and attend to
them based on urgency.
2. IT Admin must record the same in the IT report register (Annexure 12)
3. The centre head must verify this register on a weekly basis.
Backup Management
1. Backup of the training content must be taken regularly by the assistant
center head.
2. Any issues pertaining to back up facilities must be informed to the IT
executive.
Day Closing Process
The day closing activity is done by the assistant center head, after all the
sessions for the day are over.
1. All servers must be shut down before centre is sealed.
2. The assistant center head must ensure back up of the content and other
training material.
3. Classrooms
Check all the systems in the classroom and ensure all systems are shut
down.
4. Admin Rooms
Check all the systems in the admin room and ensure all systems are shut
down.

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5. Mock Rooms
a. Check all the systems in the mock room to ensure that they are all shut
down.
b. IT Admin must ensure that the server room is locked and sealed.
Emergency Calls
1. The IT Admin must attend to any emergency calls even if it is after the
duty hours.
2. Such calls attended must be recorded in the Call Report (Annexure 12)
Hardware Requisition
In case of any additional hardware requirement, the assistant center head must
send the hardware requisition form with the centre head's approval to the
project head at FLDL head office at Mumbai. (Annexure 13)
Hardware Inventory
1. The assistant center head must maintain all details of the hardware in the
asset register (Refer SOP on Center Assets)
2. This inventory report must be sent to the head office every month as per
the attached format.

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Annexure 11: System Maintenance Report
System Maintenance Report
Sr
No
Locat
ion
System
Name
IP
Addr
ess
Driv
ers
Empty
Space
Sof
tw
are
Anti
Virus
Check /
Updation
Temp
File
Delet
-ion
Cable
Dressi
-ngs
Action
Taken
Chec
-ked
By
Rem
arks

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Annexure 12: Call Report
1. IT Admin to record daily attendance on the same sheet.
2. Centre Head to verify on a daily basis.
Daily Call Report
Engineer's Name: Date:
Center - In Time: Center - Out Time :
No.
IT
Admin
Room Faculty Priority
Problem
Description
Time Details
Action
Taken
Faculty
Sign
1. Report Time
Answer Time
Compl Time
Compl Date
2. Report Time
Answer Time
Compl Time
Compl Date
Total Number of Calls Attended:
Engineer's Signature: Centre Head Signature:

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Annexure 13: Hardware Request Form
Hardware Request Form
Center Name: Date :
Centre Address: Centre Ph. No:
Sr.
No.
Equipment Qty. Units Unit Rate Amount Total
IT Admin Center Head
Date: Date: