Copy - Copy -SOP TI

Information Technology

Support Areas SOP

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"Technology is a useful servant but a danferours master." - Christian Lous Lange.

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IT Support Requests

IT related requests from the Operation (KidZania Mexico- 2023)

5 %

10 %

10 %

50 %

25 %

En los meses de Mayo y Septiembre se recibieron mas solicitudes

50

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Hardware/ Software approval

Technology Infrastructure Validation

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Users training

Equipment handover

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Antecedentes

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Hardware / Software Verification Routines

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Hardware / Software Users Training

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Entrega de Equipos

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Requesting department

• Request for hardware / software to the IT department
• Follow up hardware / software acquisition and delivery with the IT department

Users Training

• Talent department are responsible to coordinate the training sessions related to users training on hardware or software
• IT department will support Talent department on creating the materials to provide the training session (manual, slides,videos,etc.)
• IT department must create a test environment for sofatware testing if required
• IT department must support the Talent department during the training session if required

IT Support Collaborator

• Ensure Technology elements (hardware/ software/ network) are operational
• Execute IT Checklists and report any malfunction

• Create users manuals to support training sessions
• Support collaborators training on IT related subjects
• Update Users Inventory

Equipment handover

• IT department must save, update and share hardware and software manuals for users trainings
• IT department must keep an Asset Assignment Form to record the equipment assigned to a collaborato and share with the Talent department when required
• IT department must create a "Users list" for software training and validation, especially for collaborators interacting with licensed software

Hardware/Software preventive maintenance

IT Manager

• Define Preventive Maintenance calendar
• Follow up IT Work Orders completion
• Support IT collaborators

IT Collaborator

• Address IT Work Orders
• Provide maintenance to back up servers, databases, active records, hard drives, etc. according to the Preventive Maintenance calendar
• Report incidents to the IT Manager

Registro de capacitación

Capacitador

• Regista el rendimiento de los colaboradores con el colaborador de TI en el registro de capacitación

Colaborador de TI

• Actualiza el inventario de usuarios

Trainer

• Provide training sessions for collaborators
• Validate and register the collaborators' achievements
• Ensure the equipment and elements are ready to provide the training sessions including the IT testing environment

Entrega de Equipo

Gerente de Tecnología

• Coordina el proceso de Capacitación de hardware/software con Talento

Colaborador de Kidzania

• Recibe capacitación
• Recibe equipo/software
• Firma formato de asignación de activos

IT Manager

• Adress hardware/software rqeuirement from the facility operation
• Follow up hardware/software adquisition, testing, implementation, training, torubleshooting and waranty application if required

• Update collaborator's handover documentation forms

Previo a la Capacitación

Capacitador

• Revisa el contenido del Programa de Capacitación
• Organiza la fecha y hora de la sesión de capacitación

Colaborador de TI

• Revisa el material de capacitación con el capacitador
• Valida el alcance de la capacitación

KidZania Collaborator

• Study assigned User Manuals and training materials
• Follow instructions and procedures during IT training sessions
• Sign the Equimpment assignment Form

Technology Infrastructure Validation

• IT department must developa checklist to verify the facility's technology conditions (hardware, software, network services)
• IT department is responsible for execute and update the Technology checklist

Capacitación

Capacitador

• Imparte capacitación sobre software/equipo al colaborador utilizando el Manual del Usuario y el Material de Capacitación

• Proporciona retroalimentación
• Registra el rendimiento del equipo / software

Previous to facility opening / Recovery

IT Collaborator

• Complete the facility's hardware/software verification routine(Computers, ATM's, printers, audiovisual equipment, networks, etc.) using the IT Checklist

IT Manager

• Report any malfunction that put the operation at risk to the Mayor, to determine the impact and execute corrective actions immediatly

Solicitud de Equipo

Gerente de Departamento

• Solicita software/ hardware con usuario

Gerente de TI

• Ejecuta proceso de Lista de compras de recursos y servicios
• Notifica la llegada del software y/o equipo al Gerente del Departamento
• Actualiza la documentación e inventario de usuario del software y/o equipo utilizando el Inventario de Equipos y el Manual del Usuario

Hardware / Software Approval

• Hardware and software appointed to be used on the facility operations must be tested and validated by the IT department before deployment and user interaction
• IT Manager must validate that their support staff is fully trained on the operation of the facility's hardware and software, including troubleshooting