Trang 1

1.1. Quy trnh h tr x l s c h thng mng ti cc n v

Trung tm Qun l HTTT:
- Tip nhn yu cu x l s c v h thng
thng tin ca n v (Trc tip hoc gin tip
qua in thoi, email)

S c n gin
thuc phm vi h tr

Nhn din s c

S c ln phc tp
Nhn vin tip nhn:
Ghi nhn s c vo bng
cng vic v thng bo li
cho Gim c Trung tm

Khng thnh cng

Gim c Trung tm

X l s c

Xem xt, nh gi s c

Thng bo li
nu s c vn cha c
khc phc hoc pht
sinh li s c khc

Thuc phm vi
h tr

Phn cng nhn vin x l

Thnh cng

Khng thuc phm vi h tr

Chuyn/ yu cu/ hp tc

B phn c lin quan

User kim
tra li kt qu khc
phc s c

Khng pht hin li

User thng bo vi
nhn vin
TT.QLHTTT
khng cn li s c

Nhn vin TT.QLHTTT

bo co vi Gim c
trung tm QLHTTT
khc phc xong s c

Trung tm Qun l H thng thng tin

Thc hin: Nhn vin TTQLHTTT

Phng: 102
S ni b: 102

Trang 2

1.2. Quy trnh x l s c Email

TT QLHTTT:
- Tip nhn yu cu x l s c v Email

QUN TR MAIL:
- Tip nhn yu cu x l s c.
- Tm hiu l do xy ra s c.

QUN TR MAIL:
- Sa cha mail server

Pht hin li ti Mail Server

Khng pht hin li

sa cha xong

Kim tra Mail Server

Khng pht hin li

Kim tra my ca
user ang s dng

X l xong

Pht hin li ti
my ca user

x l xong

Khng pht hin li ti my ca user

Kim tra ng truyn

QUN TR MAIL:
X l s c ti my ca User

Truy cp khng thnh cng

Truy cp mail

Truy cp thnh cng

Pht hin li
QUN TR MAIL:
- Bo cho User l x l xong.
- Bo co vi lnh o TT.
- Kt thc qui trnh

X l s c v ng truyn

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Mail

Phng: 102
S ni b: 102

Trang 3

1.3. Quy trnh x l s c Edusoft

Trung tm Qun l HTTT:
- Tip nhn yu cu x l s c v Edusoft ca
n v (Trc tip hoc gin tip qua in thoi
ni b)
- Ghi nhn s c vo bng cng vic trung tm
Qun tr Edusoft:
- Tip nhn yu cu x l s c Edusoft, ghi
nhn vo s theo di s c Edusoft
- Lin h vi n v, ngi s dng b s c
tm hiu nguyn nhn.
- Xc nh loi s c (nu dn gin).

Kim tra h
thng my ch
Edusoft

Khng pht hin li t

my ca User

Li k thut ng truyn

TTQL-HTTT:
Khc phc li ng
truyn, li Firewall

Pht hin li v User,

mt khu, phn quyn

Qun tr Edusoft:
Sa li User, mt
khu, phn quyn
cho user theo ng
chc nng nhim v
ca User

Khng pht hin li k thut

Kim tra User, mt

khu ng nhp h thng
Edusoft, quyn hn
ca User

Khng pht hin li

Kim tra my
ca User ang
s dng
S c vn cha c
khc phc hoc pht
sinh li s c khc

Pht hin li my User

Pht hin li do chng trnh Edusoft

(khng thuc phm vi ca Qun tr Edusoft)
Thng bo s c k thut vi ngi
vit chng trnh Edusoft v yu cu
khc phc trong thi gian nhanh nht

Qun tr Edusoft:
X l s c ti my
ca User

Qun tr Edusoft:
- Thng bo vi n v
(ngi s dng) khc
phc xong s c.
- Yu cu ngi s dng truy
cp li h thng

User kim
tra li kt qu khc
phc s c

Khng pht hin li

Kt thc quy trnh

x l s c Edusoft

Qun tr Edusoft bo
co vi Gim c
trung tm khc
phc xong s c

User thng bo vi
Qun tr Edusoft
khng cn li s c

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Edusoft

Phng: 102
S ni b: 102

Trang 4

1.4. Quy trnh x l s c eLearning

Trung tm Qun l HTTT:
- Tip nhn yu cu x l s c v eLearning
ca n v (Trc tip hoc gin tip qua in
thoi, email)
- Ghi nhn s c vo bng cng vic trung tm
Qun tr eLearning:
- Tip nhn yu cu x l s c eLearning, ghi
nhn vo s theo di s c eLearning
- Lin h vi n v, ngi s dng b s c
tm hiu nguyn nhn.
- Xc nh loi s c (nu dn gin).

Kim tra h
thng my ch
eLearning

Khng pht hin li t

my ca User

Li k thut ng truyn

TTQL-HTTT:
Khc phc li ng
truyn

Pht hin li v User,

mt khu, phn quyn

Qun tr eLearning:
Sa li User, mt
khu, phn quyn
cho user theo ng
chc nng nhim v
ca User

Khng pht hin li k thut

Kim tra User, mt

khu ng nhp h thng
eLearning, quyn hn
ca User

Khng pht hin li

Kim tra my
ca User ang
s dng
Thng bo li
nu s c vn cha c
khc phc hoc pht
sinh li s c khc

Pht hin li my User

Qun tr eLearning:
X l s c ti my
ca User

Pht hin li do chng trnh eLearning

Khi phc h thng eLearning

Qun tr eLearning:
- Thng bo vi n v
(ngi s dng) khc
phc xong s c.
- Yu cu ngi s dng truy
cp li h thng

User kim
tra li kt qu khc
phc s c

Khng pht hin li

Qun tr eLearning
bo co vi Gim
c trung tm
QLHTTT khc
phc xong s c

User thng bo vi
Qun tr eLearning
khng cn li s c

Trung tm Qun l H thng thng tin

Thc hin: Qun tr eLearning

Phng: 102
S ni b: 102

Trang 5

2.1. Quy trnh cp ti khon Email

Ngi s dng yu cu cp ti khon mail
C cng vn yu
cu v ch k ca
lnh o n v
Khng ng
cp ti khon

Qun tr Mail tip nhn

yu cu ca n v

Khng ng cp
ti khon email

ng cp ti khan mail

Xin kin ca
lnh o TT

ng cp ti khon mail

Ti khon
nh cp c

Kim tra ti khon nh cp

cho user c hay cha ?

Khng ng vi tn
ti khon c cp

Ti khon nh cp cha c

User c ng
vi tn ti khon c
cp hay khng ?

ng vi
Ti khan c cp

QUN TR MAIL:
To ti khon email cho ngi s dng

QUN TR MAIL:
- Bo co vi lnh o TT.
- Bo cho user bit l to ti khan.
- Yu cu user thay i mt khu ngay sau ln truy
cp u tin.
- Kt thc qui trnh

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Mail

Phng: 102
S ni b: 102

Trang 6

2.2. Quy trnh cp ti khon truy cp h thng Edusoft

n v (ngi dng) yu cu ng k cp ti
khon truy cp h thng Edusoft
C cng vn yu
cu v ch k ca
lnh o n v
Khng chp nhn yu cu
(Do th tc khng hp l)
Qun tr Edusoft
tip nhn yu cu.
Kim tra thng tin
Khng chp nhn yu cu
(Do nguyn nhn khc)
Chp nhn yu cu

Xin kin ca
Gim c trung tm

Chp nhn yu cu
QUN TR EDUSOFT:
- Kim tra Server.
- To ti khon user mi (Mt khu truy cp mc
nh).
- Phn quyn cho user theo quyn hn user
ng k.
- Lu li cng vn ngh vo h s lu tr.

Truy cp khng thnh cng

Kim tra User

mi to truy cp
vo h thng
Edusoft

Truy cp thnh cng

- Thng bo kt qu to ti khon thnh cng n ngi

s dng v yu cu ngi s dng i mt khu ngay sau
ln s dng u tin.
- Hng dn ngi s dng cc thao tc truy cp, cc
chc nng c bn ca h thng Edusoft (nu c yu cu).

Bo co vi Gim c trung tm hon

thnh cng vic cp mi ti khon truy
cp Edusoft cho n v (ngi dng)

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Edusoft

Phng: 102
S ni b: 102

Trang 7

3.1. Quy trnh a thng tin ca n v ln Web trng

n v (Phng ban, Khoa, Trung tm)
gi yu cu ng tin ln Web trng
D liu c
lu trong a
USB (font ch
Unicode)

Cng vn yu cu
phi c ch k ca
lnh o n v

Khng chp nhn yu cu

(Do th tc khng hp l)
Yu cu n v b sung ng th tc
Qun tr Web tip
nhn yu cu. Kim tra ch k
xc nhn, tnh thng nht d liu
gia cng vn ngh v a
USB, font ch ...

Khng chp nhn yu cu

(Do nguyn nhn khc)

Chp nhn yu cu

Xin kin ca
Gim c trung tm

Chp nhn yu cu
QUN TR WEB:
- Kim tra li d liu (t USB) so vi vn bn
gc, sa li ni dung, li chnh t (nu c)
theo ng vn bn gc ngh ca n v.
- Chuyn i d liu cc v tp tin nh km
(nu c) sang ngn ng HTML.
- Lu li h s, cng vn ngh ca n v.

QUN TR WEB:
- Hiu chnh d liu v mt hnh thc cho ph
hp.
- a thng tin chnh l v copy cc tp tin
nh km (nu c) ln Web Server.

Khng thnh cng

Dng my trm
truy cp vo trang Web
kim tra li thng tin
a

Thnh cng
- Thng bo vi n v gi yu
cu a thng tin ln Web
thnh cng.
- Yu cu n v kim tra li thng
tin a.

Bo co vi Gim c trung tm
hon tt cng vic a tin
ca n v ln trang Web.

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Web

Phng: 102
S ni b: 102

Trang 8

3.2. Quy trnh a d liu im thi - Lch thi ln Web

Trung tm kho th cung cp d liu
TTKT:
- Chu trch nhim v tnh chnh xc ca d liu cung
cp
- D liu phi c lu trn USB hoc CD ROM
- D liu dng file MS Access v dng font Unicode
UTF8 Liretal

Qun tr Web:
Kim tra d liu
cung cp

D liu hp l

Qun tr Web:
- Qut v dit virus trong d liu c
cung cp
D liu
khng chnh xc

D liu
khng y

Qun tr Web:
Chp d liu vo Web Server

Qun tr Web:
Kim tra d liu lu
trn Web Server

D liu y

TTKT:
Kim tra d liu trn
Website

D liu chnh xc

- Bo co vi lnh o trung tm
hon thnh vic a d liu
ln Website.
- Kt thc quy trnh.

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Web

Phng: 102
S ni b: 102

D liu
khng hp l

3.3. Quy trnh a d liu Lch hc - Hc ph ln Web

Ly d liu hc ph - Lch hc t
Edusoft

ly d liu
D liu khng y
Kim tra d
liu ly

D liu lu
khng y
D liu y

Kim tra d
liu lu

D liu y

D liu
khng chnh xc
D liu
khng y

Chuyn d liu
vo Web
Server

Kim tra d liu

lu trn Web Server

D liu y

Kim tra d liu

trn Website

D liu chnh xc

- Bo co vi lnh o trung tm
hon thnh vic a d liu
ln Website
- Kt thc quy trnh

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Web

Phng: 102
S ni b: 102

Trang 9

Trang 10

4.1. Quy trnh bo tr h thng Mail Server

QUN TR MAIL:
Hng ngy tin hnh
bo tr h thng Mail Server

Kim tra my ch
Mail Server

C s c
v my ch

Khc phc s c my ch
tr v tnh trng hot
ng tt

Tnh trng
hot ng tt

QUN TR MAIL:
Ghi nhn loi Virus v
tiu dit chng khi h
thng

QUN TR MAIL:
Cp nht virus mi.
Qut virus ton h thng

QUN TR MAIL:
Cp nht Spyware mi nht
trn Internet

QUN TR MAIL:
Thit lp Chng trnh
Symantec t ng qut Virus
theo lch qut c nh
sn

QUN TR MAIL:
Tin hnh qut Virus
Spyware

Kim tra pht

hin Virus

Kim tra pht

hin Virus

Khng pht hin

Virus

Khng pht hin

Spyware

Kt thc qu trnh bo tr
h thng Mail Server

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Mail

Phng: 102
S ni b: 102

QUN TR MAIL:
Ghi nhn loi Virus v
tiu dit chng khi h
thng

Trang 11

4.2. Quy trnh bo tr h thng Web Server

Hng ngy tin hnh

bo tr h thng Web Server

Kim tra
ng truyn
Internet

C s c v
ng truyn

Khc phc s c
ng truyn tr
v tnh trng hot
ng tt

C s c
v my ch

Khc phc s c
my ch tr v
tnh trng hot
ng tt

Tnh trng hot ng tt

Kim tra my ch
Web Server

Tnh trng hot ng tt

Ghi nhn loi Virus

v tiu dit chng
khi h thng

T ng cp nht
Virus Symantec
mi nht trn
Internet theo lch
c nh sn

Cp nht Virus
Spyware mi nht
trn Internet

Chng trnh
Symantec t ng
qut Virus theo
lch qut c
nh sn

Tin hnh qut

Virus Spyware

Kim tra pht

hin Virus

Kim tra pht

hin Virus

Khng pht hin

Virus

Khng pht hin

Virus

Kt thc qu trnh bo tr
h thng Web Server

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Web

Phng: 102
S ni b: 102

Ghi nhn loi Virus

v tiu dit chng
khi h thng

Trang 12

4.3. Quy trnh bo tr h thng Edusoft

Hng ngy tin hnh

bo tr h thng Edusoft

Kim tra
ng truyn
Internet

C s c v
ng truyn

Khc phc s c
ng truyn tr
v tnh trng hot
ng tt

C s c
v my ch

Khc phc s c
my ch tr v
tnh trng hot
ng tt

Tnh trng hot ng tt

Kim tra my ch
Edusoft

Tnh trng hot ng tt

Ghi nhn loi Virus

v tiu dit chng
khi h thng

T ng cp nht
Virus Symantec
mi nht trn
Internet theo lch
c nh sn

Cp nht Virus
Spyware mi nht
trn Internet

Chng trnh
Symantec t ng
qut Virus theo
lch qut c
nh sn

Tin hnh qut

Virus Spyware

Kim tra pht

hin Virus

Kim tra pht

hin Virus

Khng pht hin

Virus
Kt thc qu trnh bo tr
h thng Edusoft

Khng pht hin

Virus

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Edusoft

Phng: 102
S ni b: 102

Ghi nhn loi Virus

v tiu dit chng
khi h thng

Trang 13

5.1. Quy trnh Backup h thng Mail Server

QUN TR MAIL:
nh k vo cui tun (hoc khi c
s thay i ln v d liu) tin hnh Backup H thng
Mail Server
(Thi gian tin hnh: Khng xc nh)

C s c

Khc phc s c
my ch Mail
Server v tnh
trng hot ng tt

a y hoc
khng dung
lng copy d
liu mi

Chp d liu
Backup trc
(trn a
Backup h
thng) sang
a DVD

Kim tra
h thng my ch
Mail Server

Tnh trng tt

Kim tra dung

lng trn a cng
Backup h thng

Khng
thnh cng

Cn nhiu dung lng

Kim tra
li d liu trn
a DVD

Chp ton b d liu Mail

vo a Backup h
thng. Tn th mc, tp
tin c t theo quy c
thng nht.

Thnh cng

Khng
thnh cng

t tn a DVD
theo quy c
thng nht v lu
vo h s lu tr
d liu Mail

Kim tra li d liu

va c Backup

Xa d liu
c copy sang
a DVD gii
phng dung lng
a Backup

Thnh cng
Chp ton b d liu va
c Backup sang a
DVD

Khng thnh cng

Kim tra li d
liu trn a DVD

Thnh cng

t tn a DVD theo quy

c thng nht v lu vo
h s lu tr d liu Mail

Kt thc qu trnh Backup nh k h thng

Mail Server

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Edusoft

Phng: 102
S ni b: 102

Trang 14

5.2. Quy trnh Backup h thng Web Server

nh k vo cui tun (hoc khi c
s thay i ln v d liu) tin hnh
Backup H thng Web Server
(Thi gian tin hnh: Khng xc nh)

Kim tra
h thng my ch
Web Server

C s c

Khc phc s c
my ch Web
Server v tnh
trng hot ng tt

a y hoc
khng dung
lng copy d
liu mi

Chp d liu
Backup trc
(trn a
Backup h
thng) sang
a DVD

Tnh trng tt

Kim tra dung

lng trn a cng
Backup h thng

Cn nhiu dung lng

Kim tra
li d liu trn
a DVD

Chp ton b d liu Web

vo a Backup h
thng. Tn th mc, tp
tin c t theo quy c
thng nht.

Thnh cng

Khng
thnh cng

t tn a DVD
theo quy c
thng nht v lu
vo h s lu tr
d liu Web

Kim tra li d liu

va c Backup

Xa d liu
c copy sang
a DVD gii
phng dung lng
a Backup

Thnh cng

Chp ton b d liu

va c Backup
sang a DVD

Khng thnh cng

Kim tra li d
liu trn a DVD

Thnh cng

t tn a DVD theo
quy c thng nht
v lu vo h s lu
tr d liu Web

Kt thc qu trnh
Backup nh k
h thng Web Server

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Web

Phng: 102
S ni b: 102

Khng
thnh cng

Trang 15

5.3. Quy trnh Backup h thng Edusoft

nh k vo cui ngy tin hnh
Backup H thng Edusoft
(Thi gian tin hnh: Sau 17h00)

Kim tra
h thng my ch
Edusoft

nh k vo cui tun tin hnh

Backup H thng Edusoft
(Thi gian tin hnh: Sau 17h00)

C s c

Khc phc s c
my ch Edusoft
v tnh trng hot
ng tt

C s c

Kim tra
h thng my ch
Edusoft

Tnh trng tt

Kim tra dung

lng trn a cng
Backup h thng

Tnh trng tt

a y hoc
khng dung
lng copy d
liu mi

Chp d liu
Backup trc
(trn a
Backup h
thng) sang
a DVD

Khng
thnh cng

Cn nhiu dung lng

Chp d liu (DBF) t
chng trnh Edusoft vo
a Backup h thng. Tn
th mc, tp tin c t
theo quy c thng nht.

a y hoc
khng dung
lng copy d
liu mi

Kim tra dung

lng trn a cng
Backup h thng

Cn nhiu dung lng

Kim tra
li d liu trn
a DVD

Chp ton b d liu (full)

t chng trnh Edusoft
vo a Backup h
thng. Tn th mc, tp
tin c t theo quy c
thng nht.

Thnh cng
t tn a DVD
theo quy c
thng nht v lu
vo h s lu tr
d liu Edusoft

Khng
thnh cng

Khng
thnh cng

Kim tra li d liu

va c Backup

Kim tra li d liu

va c Backup

Thnh cng

Xa d liu
c copy sang
a DVD gii
phng dung lng
a Backup

Thnh cng
Chp ton b d liu
va c Backup
sang a DVD

Kt thc qu trnh
Backup nh k cui ngy
h thng Edusoft

Khng
thnh cng
t tn a DVD theo
quy c thng nht v
lu vo h s lu tr d
liu Edusoft

Thnh cng

Kim tra li
d liu trn DVD
va backup

Kt thc qu trnh
Backup nh k cui tun
h thng Edusoft

Trung tm Qun l H thng thng tin

Thc hin: Qun tr Edusoft

Phng: 102
S ni b: 102

Trang 16

5.4. Quy trnh Backup h thng eLearning

nh k vo cui tun
(hoc khi c s thay i ln v d liu)
tin hnh sao lu h thng eLearning

Kim tra
h thng my ch
eLearning

C s c

Khc phc s c
a my ch
eLearning v tnh
trng hot ng tt

a y hoc
khng dung
lng copy d
liu mi

Chp d liu
sao lu trc
(trn a sao
lu h thng)
sang a DVD

Tnh trng tt

Kim tra dung

lng trn a cng
sao lu

Khng
thnh cng

Cn nhiu dung lng

Kim tra
li d liu trn
a DVD

Chp ton b d liu

eLearning vo a sao
lu h thng. Tn th
mc, tp tin c t theo
quy c thng nht.

Thnh cng

Khng
thnh cng

t tn a DVD
theo quy c
thng nht v lu
vo h s lu tr
d liu eLearning

Kim tra li d liu

va c sao lu

Xa d liu
c copy sang
a DVD gii
phng dung lng
a sao lu

Thnh cng

Chp ton b d liu

va c sao lu
sang a DVD

Khng thnh cng

Kim tra li d
liu trn a DVD

Thnh cng

t tn a DVD theo
quy c thng nht
v lu vo h s lu
tr d liu eLearning

Kt thc qu trnh
sao lu nh k
h thng eLearning

Trung tm Qun l H thng thng tin

Thc hin: Qun tr eLearning

Phng: 102
S ni b: 102

6.1. Quy trnh ci t h thng eLearning

Ci t li h thng eLearning khi c
yu cu

Chun b
h thng my ch
ci t
eLearning

C s c

Khc phc s c
a my ch
v tnh trng sn
sng

Tnh trng tt

Khng
thnh cng

Ci t Linux

Thnh cng

Khng
thnh cng

Ci t Moodle

Thnh cng
Chp b d liu sao
lu t a sao lu
(hoc DVD) sang th
mc www
Khng thnh cng

Cu hnh cho h
thng eLearning
hot ng

Khng thnh cng

Thnh cng

Kim tra hot ng

ca h thng

Thnh cng

Kt thc qu trnh
ci t h thng eLearning

Trung tm Qun l H thng thng tin

Thc hin: Qun tr eLearning

Phng: 102
S ni b: 102

Trang 17

Trang 18

6.2. Quy trnh kim tra h thng eLearning

Hng ngy tin hnh

kim tra h thng eLearning

Kim tra
ng truyn
Internet

C s c v
ng truyn

Khc phc s c
ng truyn tr
v tnh trng hot
ng tt

C s c
v my ch

Khc phc s c
my ch tr v
tnh trng hot
ng tt

Tnh trng hot ng tt

Kim tra my ch
eLearning

Tnh trng hot ng tt

Gii p thc mc
v k thut

Chuyn cho cc
b phn c lin
quan

Kim tra chung

c cc thc mc
Cc thc mc khc

Xc nh loi ca
cc thc mc

Kt thc qu trnh kim tra

h thng eLearning

Tr li cc thc
mc v k thut

Khng c
thc mc

Trung tm Qun l H thng thng tin

Thc hin: Qun tr eLearning

Phng: 102
S ni b: 102