Installing Hardware and Software

Hardware Installation

• Install Hardware Devices
• Sep 28, 2023

Purpose

Efficiently installing and configuring hardware is essential for maintaining a seamless workflow at AdvaCare. This document outlines the step-by-step process for installing hardware components, ensuring that employees can work with the necessary tools to achieve their tasks effectively.

Scope

• Handling the Installation Hardware items
• Including portability and compatibility in Desktop and Mobile platforms, and OS.
• Cover requests from China and India Company offices

Procedure

1. Preparation

• All hardware installations should adhere to the Devices Specifications List , based on user types and their needs.
• Employees always must submit a ticket (service request) with the following information:
1. Component Name.
2. Purpose of use for the component.
3. Any other relevant information (if there is, from the requester side)
• If the component is not listed for the related user type of the requester (based on its role), a prior it must be:
• Approved by the Department Manager of the employee who is requesting the hardware installation.
• Evaluated in terms of compatibility and security by the IT Operations Supervisor.
• Approved by the IT Manager.
• Update the Devices Specifications List when it’s properly required.

Note: the update into the Devices Specifications List would apply to the role, not to any specific employee or requester.

• Ensure that all necessary hardware components are available and ready for the installation. A quick checking of the IT Hardware Inventory in advance might be helpful.
• Adhere to safety guidelines when handling hardware components.

2. Deploying hardware procedure

Hardware deployment is a crucial process within AdvaCare that ensures the smooth integration of new hardware components into our existing IT infrastructure. This process involves two key functions, and the IT Operations Supervisor plays a key role in overseeing the entire operation. The following is an overview of the hardware deployment procedure and the functions involved.

1. Employee requests a device or hardware installation as a first step of the installation process. It can be requested by opening a ticket to the IT Manager.
2. IT Manager reviews the request, evaluating the ticket priority and assigning it to the IT Operations Supervisor.
3. IT Operations Supervisor evaluates the Employee request based on the Devices Specifications List , according to its user type and needs.

Note 1: If the installation request for that specific device is not allowed in the Specifications List, an additional approval will be required to continue moving on with the request process. The IT Operations Supervisor must request the approval of the Department Manager (of the Employee) and the IT Manager through a comment in the ticket where the installation of the item is requested (see more details in the Preparation section ).

Note 2: An update into the Devices Specifications List might be required at some point, plus consider that this update into the Devices Specifications List would apply to the role, not to any specific employee or requester.

Otherwise.

4. IT Operations Supervisor prepares for the installation of the Employee request:
1. Revising internally the stock availability of the requested device for installation, referring to the IT Hardware Inventory might be helpful at this point.

Note: when a product runs out-of-stock, it would be necessary the purchasing of a new hardware to meet the needs, refer to the Purchasing Hardware and Software documentation

2. Once having the device ready-to-install, coordinate an scheduled date and time to perform the physical installation with the Employee. This coordination can be easily done internally via chat and, at the end, properly sending a message in ticket with the agreed scheduled information.

Note: this last step could be skipped If the installation request requires immediate action.

3. IT Operations Supervisor pre-configures the new hardware component (if it requires, including installing drivers, and other related necessary software). Also, ensures that the hardware is properly integrated into the network, including IP addressing and security configurations (if it requires). Later on, conducts thorough testing of the newly pre-configured hardware to ensure it meets performance and security standards.

Note: For the India branch, the device must be purchased already pre-configured (and properly tested by Seller) due to remote accessibility reasons and limitations.

5. IT Operations Supervisor physically installs the device at the scheduled date/time into the designated system and/or workstation (end-points).

As a good practice, it’s recommended to power-off the destination system when connecting new devices or hardware hook-up in general.

Some new devices might require a voltage and power supply inspection/testing. Also when initially holding the device by hands (and before connecting it to the final destination), it would be useful for the IT Operations Supervisor to protect itself by possible electro-static-discharge which could damage the new device.

Note: wearing an anti-static wristband might help to prevent unwanted static from harming our components.

Connecting and making sure that the new device is well adjusted and connected into the expected place, it’s important before considering power-on the destination system (if it was the case).

Turning-on the destination system, oversees the entire deployment process, ensuring that it adheres to the acceptance criteria of the request and addresses (solving) any unexpected issues.

Considerations:

Note: In the AdvaCare India branch, the India Procurement Specialist would be instructed by the IT Operations Supervisor for performing all these installation steps of the new hardware. Unless the device installation demands high savvy-tech knowledge, which in this case, contacting a technician to visit the India office would be properly scheduled instead.

3. Testing and Verification

• After installation, the IT Operations Supervisor should thoroughly test the hardware to ensure its functionality and compatibility with other devices. This step is very important to perform before requesting the Employee for a final confirmation of the installation.
• IT Operations Supervisor maintains detailed records of hardware deployment activities for future reference in the ticket, and requests the Employee to verify the installed hardware, and gather feedback through a message in the ticket.

4. Completion and Support

• If the installation satisfies the employee's request, the Employee must send an approval comment on the ticket submitted in Odoo, otherwise should promptly report any issue to the IT Operations Supervisor for quick resolution, through the same ticket.
• Once the hardware installation is successful and approved, the Employee can start using the device for their intended tasks.
• The IT Operations Supervisor notifies to the IT Manager that the installed hardware has been deployed correctly, via a message in the ticket. At this point, the related ticket can be marked as solved either by the IT Operations Supervisor or IT Manager.

Note: an update in the Devices Specifications List must be performed.

• Ongoing support is always available from the IT Department for assistance, properly managed under a new ticket containing the details of the new request.

By following this comprehensive hardware deployment procedure and mainly involving the IT Operations Supervisor, we ensure that our hardware transitions are efficient, secure, and aligned with AdvaCare's strategic goals. This collaborative effort minimizes disruptions and maximizes the benefits of new hardware within our IT ecosystem.

5. Hardware Maintenance

After the hardware has been installed, the new devices information must be updated in the Devices Specifications List file including the technical information of the device (versioning, compatibility, platform, and more details) and its purpose), accordingly.

It might be required to perform an update in the IT Hardware Inventory file at the same time, to keep consistency.

Software Installation

• Install Software Applications
• Sep 28, 2023

Purpose

Efficiently installing and configuring software is essential for maintaining a seamless workflow at AdvaCare. This document outlines the step-by-step process for installing software components, ensuring that employees can work with the necessary tools to achieve their tasks effectively.

Scope

• Handling the Installation Software items
• Including portability and compatibility in Desktop and Mobile platforms, and OS.
• Cover requests from China and India Company offices

Procedure

1. Preparation

• All software installations should adhere to the Applications Specifications List , based on employees job positions and their needs.
• Employees always must submit a ticket (service request) with the following information:
• Program Name.
• Purpose of use for the program.
• Any other relevant information (if there is, from the requester side)
• If the program is not listed for the related user type of the requester (based on its role), a prior it must be:
• Approved by the Department Manager of the employee who is requesting the software installation.
• Evaluated in terms of compatibility and security by the IT Operations Supervisor.
• Approved by the IT Manager.
• Update it into the Applications Specifications List before proceeding with any installation.

Note: the update into the Applications Specifications List would apply to the role, not to any specific employee or requester.

• Ensure that all necessary software executables are available and ready for the installation. A quick checking of the IT Software Inventory in advance might be helpful.
• Adhere to compatibility guidelines when handling software programs.

2. Deploying software procedure

Software deployment is a crucial process within AdvaCare that ensures the smooth integration of new software programs into our existing IT infrastructure. This process involves two key functions, and the IT Operations Supervisor plays a key role in overseeing the entire operation. The following is an overview of the software deployment procedure and the functions involved.

1. Employee requests an application or software installation as a first step of the installation process. It can be requested by opening a ticket (service request) to the IT Manager.
2. IT Manager reviews the request, evaluating the ticket priority and assigning it to the IT Operations Supervisor.
3. IT Operations Supervisor evaluates the Employee request based on the Applications Specifications List , according to its job position and needs.

Note 1: If the request installation for that specific application is not allowed, an additional approval will be required to continue moving on with the request process. The IT Operations Supervisor must request the approval of the Department Manager (of the Employee) and the IT Manager through a comment in the ticket where the installation of the item is requested (see more details in the Preparation section ).

Note 2: An update into the Applications Specifications List might be required at some point, plus consider that this update into the Applications Specifications List would apply to the role, not to any specific employee or requester.

Otherwise.

4. IT Operations Supervisor prepares for the installation of the Employee request:
1. Revising internally the stock availability of the requested application for installation, referring to the IT Software Inventory might be helpful at this point.

Note: when a product runs out-of-stock, it would be necessary the purchasing of a new software to meet the needs, refer to the Purchasing Hardware and Software documentation

2. Once having the application (software) ready-to-install, coordinate an scheduled date and time to perform the remote/virtual installation with the Employee. This coordination can be easily done internally via chat and, at the end, properly sending a message in ticket with the agreed scheduled information.

Note: this last step could be skipped If the installation request requires immediate action.

5. IT Operations Supervisor remotely installs the application at the scheduled date/time into the designated system and/or workstation (end-points). Connects to the user's computer remotely through remote connectivity tools like ToDesk, Anydesk and/or others.
6. As a good practice, it’s recommended to close any related active program (process) running in the destination system when installing a new application or software in general, so it’s important to notify about this to the Employee in advance.
7. Open the Software repository (shared drive), copy the installer file to the Downloads folder of the destination system. Run the executable file and follow the installation instructions for each application.

Note: sometimes would be required an additional configuration of the installed software (e.g. installing Shadowsock, etc), The IT Operations Supervisor will need to handle it as part of the installation process, even probably requesting the cooperation of the Business Applications Supervisor among other IT members

Some software installation would require restarting the destination system after installation is done, it’s important to notify about this to the Employee in advance before considering rebooting the destination system (if it was the case).

Rebooting the destination system, oversees the entire deployment process, ensuring that it adheres to the acceptance criteria of the request and addresses (solving) any unexpected issues.

Considerations:

Note: In the AdvaCare India branch, if there are some difficulties for remote software installation, the India Procurement Specialist would be instructed by the IT Operations Supervisor for performing all these installation steps of the new software. Unless the application installation demands high savvy-tech knowledge, which in this case, contacting a technician to visit the India office would be properly scheduled instead.

Whether we are purchasing it from a third party (or even developing software internally), various roles and teams would be involved in the deployment process. The involvement of the IT Operations Supervisor and/or Business Applications Supervisor would depend on the nature of the software's source, either internally developed or procured externally. Each role contributes to the successful deployment and utilization of software within AdvaCare.

3. Testing and Verification

• After installation, the IT Operations Supervisor should thoroughly test the software to ensure its functionality and compatibility with other applications. This step is very important to perform before requesting the Employee for a final confirmation of the installation.
• IT Operations Supervisor maintains detailed records of software deployment activities for future reference in the ticket, and requests the Employee to verify the installed software, and gather feedback through a message in the ticket.

4. Completion and Support

• If the installation satisfies the employee's request, the employee must send an approval comment on the ticket submitted in Odoo, otherwise should promptly report any issue to the IT Operations Supervisor for quick resolution, through the same ticket.
• Once the software installation is successful and approved, the Employee can start using the application for their intended tasks.
• The IT Operations Supervisor notifies to the IT Manager that the installed software has been deployed correctly, via a message in the ticket. At this point, the related ticket can be marked as done either by the IT Operations Supervisor or IT Manager.

Note: an update in the Applications Specifications List must be performed.

• Ongoing support is always available from the IT Department for assistance, properly managed under a new ticket containing the details of the new request.

By following this comprehensive software deployment procedure and mainly involving the IT Operations Supervisor, we ensure that our software transitions are efficient, secure, and aligned with AdvaCare's strategic goals. This collaborative effort minimizes disruptions and maximizes the benefits of new software within our IT ecosystem.

5. Software Maintenance

After the software has been installed, the new applications must be updated in the Applications Specifications List file including the technical information of the application (versioning, compatibility, platform, and more details) and its purpose, accordingly.

It might be required to perform an update in the IT Software Inventory file at the same time, to keep consistency.