Facilities Management Policy and Procedures
Facilities Management
Policy and Procedures
Initial Draft
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Document Review
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Date
Comments
Peer
Preliminary Design
Review (PDR)
Critical Design
Review
Acceptance Review
Release
Document Revisions
Version
Initial Draft
Date
5/26/00
Revisions
Initial Draft
Table of Contents
1 INTRODUCTION......................................................................................................................................................1
1.1 FACILITIES MANAGEMENT OVERVIEW...................................................................................................................1
1.2 AUDIENCE......................................................................................................................................................2
2 POLICY......................................................................................................................................................................3
2.1 ROLES AND RESPONSIBILITIES.............................................................................................................................3
3 PROCESS...................................................................................................................................................................6
3.1 DEVELOPING BASELINE REQUIREMENTS.................................................................................................................6
3.2 MANAGING RESOURCES.....................................................................................................................................7
3.3 COMPLIANCE AND AUDITING...............................................................................................................................7
3.4 CORRECTIVE MEASURES....................................................................................................................................8
4 PROCEDURES..........................................................................................................................................................9
4.1 DEVELOPING BASELINE REQUIREMENTS.................................................................................................................9
4.2 MANAGING RESOURCES.....................................................................................................................................9
4.3 COMPLIANCE AND AUDITING.............................................................................................................................10
4.4 CORRECTIVE MEASURES..................................................................................................................................10
4.4.1 Risk and Impact Analysis..........................................................................................................................11
APPENDICES............................................................................................................................................................12
RELIABILITY, COST AND SERVICE FACTORS..............................................................................................................12
MEAN-TIME-BETWEEN FAILURE METRICS...............................................................................................................12
MEAN-TIME-TO-REPAIR METRICS.........................................................................................................................12
SERVICE LEVEL AGREEMENT REQUIREMENTS............................................................................................................13
WARRANTY ISSUES.............................................................................................................................................15
SERVICE LEVEL OBJECTIVES.................................................................................................................................15
EXPECTED SAVINGS AND COST/BENEFIT..................................................................................................................19
5. AUDITING CHECKLISTS...................................................................................................................................20
PHYSICAL FACILITIES CHECKLIST..........................................................................................................21
FIRE DAMAGE....................................................................................................................................................22
AIR CONDITIONING...............................................................................................................................................24
ACCESS CONTROL...............................................................................................................................................25
Table of Contents
i
Process
1 Introduction
Facilities management addresses the maintenance and upkeep of physical facilities.
This policy and procedures manual is focused on data center and equipment facilities.
1.1 Facilities Management Overview
Effective facilities management is the foundation of meeting service level objectives
for operational support systems (OSS), telecommunications switching equipment and
network infrastructure. These systems are the cornerstone of services offered to
customers and must be housed in facilities that safeguard their
security and integrity.
The following are critical success factors for facilities management:
Table 1 - Facilities Management Critical Success Factors
Consequence of Not Meeting the Critical Success
Factor
Critical Success Factor
Compliance with national, state and local building and fire
codes
Adherence to established standards for cabling, heating,
ventilation and air conditioning (HVAC), electrical, and
building characteristics (weight distribution, access,
equipment placement, etc.)
Safety
Support for disaster recovery and business resumption
planning, policy and procedures
Physical security
Initial Draft
Facility is at risk of being shut down by local authorities, which
will cause disruption of services until all non-compliance items
and discrepancies can be rectified. This event has the potential
to result in revenue loss or erosion of 's
customer base.
Non-standard implementations or installations can result in
diminished performance, safety hazards, fire hazards and risk to
equipment due to insufficient resources with which to support
the OSS, telecommunications switching equipment and network
infrastructure. Additional risks include structural damage due to
improper equipment weight distribution, overheating due to
insufficient HVAC resources, and inability to access key
systems, subsystems and components in an emergency.
Potential for risks with consequences ranging from equipment
damage to injury or loss of human life. Safety is closely related
to compliance with national, state and local building and fire
code critical success factors.
If facilities management is not aligned with disaster recovery and
business resumption planning there could be either duplication
of effort between the functions supporting facilities management
and disaster recovery/business resumption planning, or gaps in
's plans for both areas leaving exposures.
There are a number of risks and exposures to 's
facilities. Specifically, all facilities supporting OSS,
telecommunications switching equipment and network
infrastructure are potential targets for vandalism, theft and
attacks motivated by political or special causes. Moreover,
facilities have the potential to be targets for industrial espionage.
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Facilities Management Policy and Procedures
1.2 Audience
The intended audiences for facilities management processes include:
?
Facilities manager
?
Data center manager
?
Network and infrastructure manager(s)
?
Security manager
?
Operations manager
?
Disaster Recovery/Business Resumption Manager
?
Internal auditors
Specific roles and responsibilities for the intended audience of this document is
provided in Section 2.1, Roles and Responsibilities.
Confidential Material
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