Document No: SOP/ICT/ HO-14

Ethiopian Pharmaceuticals
Supply Service
Effective date: 21/01/2022
Hardware Support Rev. No.: 1 Page 1 of 7

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Content

ABBREVIATIONS ........................................... 2
1 INTRODUCTION ..................................... 3
2 PURPOSE................................................... 3
3 SCOPE ........................................................ 3
4 PROCEDURE ............................................ 4
5 RESOURCE ............................................... 6
6 KPI .............................................................. 7
7 FORMS ....................................................... 7
8 AMENDMENT HISTORY ....................... 7
9 REFERENCE............................................. 7

PREPARED BY APPROVED BY

Name: 1. Shimelis Wagaw Name:

2. Manyazhal Adissie
3. Tibebe Kidanu
4. Sissay Getachew
Signature: Date: Signature: Date:
 ABBREVIATIONS

GS General Service
GSD General Service Directorate
HO Head Office
ICTD Information and Communication Technology Directorate
ICT Information and Communication Technology
IT Information Technology
OF Operational Form
EPSS Pharmaceuticals Fund and Supply Service
SOP Standard Operating Procedure

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 1 INTRODUCTION
Hardware support involves taking care of any ICT related equipment of the agency/Service. This
daily routine activity is a backbone of all other tasks of the organization since all of them are based on
ICT products.

2 PURPOSE
The purpose of this SOP is to define the process steps, maintenance, and work to be followed in
hardware support.

3 SCOPE

This SOP is applicable to all hardware maintenance and related operations at the EPSS head office
and branches.

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እባክዎ በዚህ ሰነድ ከመጠቀምዎ በፊት ትክክለኛ መሆኑን ያረጋግጡ Hardware Support, SOP/ICT/ HO-14, 1,
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 4 PROCEDURE
4.1 Process flowchart

INPUT PROCESS OUTPUT

1. Issue Request. 1. Requested question.

2. See the requested

2. Requested problem
question.

3. See the 3. understand the Problem

requested
problem.
4. Identifies the problem
by using technically.
4. Identifies/
solves the 4a. outsource materials to
problem. solve.

4a. Not Solved the 4b.solved/not solved

problem. equipment.

4b.outsource
Technician
identifies the 5. Solves/fix equipment
problem. Problem.

5. Solation storage
technically.

6. solves/fix 6. Solved/fixed the

equipment problem.
Problem.

7. Approved/confirmed
7. Approves the the result.
result.
7a.Documented equipment
7a. documents and and Agreement files
agreement form.

8. end 8. end

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 4.2 Description of process steps

FLW Process Steps Description Responsibility

1.
Issue requested from EPSS Employees to maintain EPSS Employees.
his/her IT equipment.

2.
The IT technician accepts the assignments IT technician.
from his/her immediate team leader through
the web-based on help desk system.

3.
The hardware technician analyzes/identifies the IT technician
equipment to solve problem.

4.
The hardware technician reaches on IT technician, outsource IT technician
decision to solve the problem by his/her and GS.
capacity.

4a. If The hardware technician cannot

solve the problem writes letters to GS
outsource Equipment. Due to this letter the
GS directorate outsource the equipment (go
to number 4b).

4b.if the outsource IT Technician

solved/fixed the problem EPSS IT
technician approve the result ( go to number
7), but does not work properly write letter to
GS Directorate(go to number 4).

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 5.
Due to this decision The hardware technician IT technician.
prepares a solution strategy if the incident can be
solved by his/her capacity But works on his/her
capacity fix equipment by using tool kit and any
resources from store.

6.
The hardware technician solves the problem IT technician
by his/her capacity.

7.
If The hardware technician a n d outsource IT technician and ICTD
IT technician Solved the problem approve
the request in help disk.

7a. Finally, the hardware technician makes

sure that the problem is solved and users
are satisfied by the enhanced performance
of their hardware. And Documented
equipment and Agreement file.

8.
End

5 RESOURCE

Hardware maintenance and support imply a set of activities aimed at ensuring hardware’s
stable functioning, scalability, high performance, and security. Hardware maintenance and
support activities uses

 Tool kit.
 USB flash.
 Web site.
 CD-ROM
 Hard disk

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  Keyboard
 CMOS Battery
 Bolder material.
 Gown.
 Internet. And IT technical team works.

Generally Undertakes All IT maintenance, Troubleshoots and maintains all IT equipment.

6 KPI

 Installed and configured software and hardware based on organizational policy (%)
 Resource utilization rate (%)
 ICT support and monitoring

7 FORMS

The following forms are used for the implementation of this SOP.

Document Document Title

Number
OF/ICT/03 Online requested by using help disk (192.168.4.11/ict).

8 AMENDMENT HISTORY
Document Number Effective date Rev. No.
SOP/ICT/ HO-05 13/09/2019 Rev. No. 0
SOP/ICT/ HO-14 21/01/2022 Rev. No. 1

9 REFERENCE

1. Pharmaceutical Supply Business Process Reengineering for Pharmaceuticals Fund

and Supply Agency, July/2017.
2. Pharmaceuticals Supply Transformation Plan II (PSTP II) 2020/21-2029/30,
October/2020.
3. Previous SOP (Name and version for the respective SOP).Document 05, Version 0

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