S 3.11 Training of maintenance and administration staff

Initiation responsibility: IT Security Officer, PBX System Manager, Head of Personnel, Head of IT, Top Management

Implementation responsibility: Supervisor

Maintenance and administration personnel require detailed knowledge of the IT components used. For this reason, they should be trained in such a way that

• routine administration tasks can be performed independently,
• simple errors can be detected and eliminated independently,
• data backups can be made independently,
• the tasks performed by external maintenance personnel can be understood, and
• attempts to manipulate the systems or to gain unauthorised access to the systems can be detect and quickly

eliminated.

Corresponding training programs are generally offered by the manufacturers of the IT systems and PBX systems. PBX system administrators should also be able to

• assess the operating performance of the PBX system based on the status displays of the devices,
• start and shut down the PBX system independently.

Review questions:

• Is the maintenance and administration personnel trained adequately for performing their tasks?