- 1 - IHG Greater China IT Standard Operating Procedure IHG Greater China HOTEL IT STANDARD, STANDARD OPERATING PROCEDURE AND BEST PRACTICES - 2 - IHG Greater China IT Standard Operating Procedure 1. IHG Greater China Hotel IT SOPs Summary...............................................................................3 - How to use this Document 如何使用本文档..................................................................4 - Introduction介绍...............................................................................................................5 2. IT Operations................................................................................................................................6 - Computer Room Access....................................................................................................6 - IT Routines Lists...............................................................................................................8 - Change Management......................................................................................................14 - Data and Systems Backup strategy.................................................................................17 - IT Helpdesk Fault Logging.............................................................................................21 - IT Logbooks....................................................................................................................22 - User Files Backup...........................................................................................................24 - IT After Office Hours On-Calls......................................................................................26 3. IT Maintenance...........................................................................................................................28 - IT Asset Inventory Management.....................................................................................28 - IT Hardware and Software Maintenance Contracts........................................................33 - User Hardware Maintenance..........................................................................................35 - Hotel IT Server Room Environmental Monitoring System............................................37 4. IT Security & Audit.....................................................................................................................40 - Updated user lists / permissions......................................................................................40 - IT Screensavers / Idle Passwords....................................................................................42 - Internet Usage.................................................................................................................45 - IT USB/CD/DVD Lockout.............................................................................................47 -Server Room Fire Protection/Alarms/Sensors/Temperature/Humidity/EMS..................49 - Server Room Fire Hazards / Combustible Materials......................................................53 - Server Room Fire Extinguishers.....................................................................................55 - IT Fire and Evacuation – Sample..................................................................................57 - IT Emergency Service Recovery....................................................................................59 - Software License Compliance......................................................................................78 - IT Devices not Being Used / Confidential Documents to Be Destroyed......................82 - Protecting Files from Virus...........................................................................................84 - New User (username and password).............................................................................86 - Resignation of Employee..............................................................................................88 - IT Air-Conditioning & UPS – Sample..........................................................................90 - Business Continuity Plan for PMS System...................................................................93 - Business Continuity Plan for POS System.................................................................104 5. IT Standards..............................................................................................................................109 - Hotel IT Standard Network Setup.................................................................................109 - Hotel Firewall / Public IP Addresses..........................................................................118 - Anti-virus Standards.....................................................................................................120 - IT Computer Hardware Specifications.........................................................................123 – Email Address Requests...............................................................................................127 - Point of Sales Item........................................................................................................129 - 3 - IHG Greater China IT Standard Operating Procedure 1. IHG Greater China Hotel IT SOPs Summary Document Information Document Name: IHG Greater China Hotel IT Standard Operating Procedure Document Version No: V thPrepared By: Jerry WANG Date: Feb. 1, 2010 Review By: WONG Kar Hong Distribution List FromDane/Fax/EtePhomail thJojo Coronel Dec. 8, 2008 @ thJojo Coronel Jan. 5, 2009 @ ToActionDueDatePhone/Fax/Email *AP Greater China Hotels Distribute InformationTechnology Manager Action Types: Approve, Review, Inform, File, Action Required, Attend Meeting, Distribute, Other (Please specify) Version History Ver. No. Ver. Date Revised By Description Filename Jan. 19, 2009 Jerry Wang 1 Chinese Edition Release Mar. 12, 2009 Jerry Wang 2 Chinese Edition Release Jun. 23, 2009 Jerry Wang 3 Chinese Edition Release Sep. 2, 2009 Jerry Wang 4 Chinese Edition Release Oct. 12, 2009 Jerry Wang 5 Chinese Edition Release - 4 - IHG Greater China IT Standard Operating Procedure - How to use this Document 如何使用本文档 This document can be viewed with Adobe Acrobat reader. There are 4 main menus categorized. 本文档可以用Adobe Acrobat reader软件阅读。分成四类。 IHG Hotel IT Best Practices & SOPs - this document contains本文包括： y IHG IT Best Practices and SOPs Summary - in this volume you can see the summary. 本章为摘要。 y IT Operations - - the documents indicates the IHG Standard Operating procedures and Best practices in IT Operations. This document is focused on how the IT Department will manage the IT environment in an Operations point of view. 本章指出IT运作方面的洲际集团标准操作程序和最佳实践。重点在于IT部门如何从运作的角度来管理IT环境。 y IT Maintenance - this document is focused on how IT Department will manage and maintain the IT Department office, IT Server Room and how to operate and record essential IT things. 本章重点在于IT部门如何管理和维护IT办公室、服务器机房和如何操作和纪录必要的IT工作。 y IT Security & Audit - the documents indicates the IHG Standard Operating procedures and Best practices in IT Security and Audit. This document is focused on how the IT Department will manage the IT environment in a Security and Audit point of view. 本章指出IT安全与审计方面的洲际集团标准操作程序和最佳实践。重点在于IT部门如何从安全于审计的角度来管理IT环境。 y IT Standards - you will see standards currently being used in hotel. 本章指出酒店使用的IT标准。 When to use this document? 何时使用本文档？ This document must be used as reference and guideline when complying to the IHG Hotel IT Best Practices and Standard Operating Procedures. This documentation complies with the Chapter 15 of the IHG Financial IT Audit Standards. 本文档必须做为IHG酒店标准操作程序和最佳练习的参考和指导。本文档符合洲际集团酒店财务项目第15章IT审计标准。 - 5 - IHG Greater China IT Standard Operating Procedure - Introduction介绍 1 POLICY To serve as guidelines in order to improve the day to day operations in the Hotel IT Department. 为提高酒店IT部门的日常操作而提供指导。 2 PURPOSES To maintain a healthy system environment and to ensure the hotel IT Department conforms to the IHG IT Audit Standards. 维护一个健康的系统环境并且保证酒店IT部门符合洲际酒店集团IT审计标准。 3 SCOPE This applies to all Greater China hotels. 所有大中华区酒店 4 RESPONSIBILITIES The hotel IT Manager has the full responsibilities in ensuring the hotel IT Department Best Practices and is being documented, implemented and exercised. 酒店IT经理必须对IT部门的最佳实践的纪录、实施和联系负责。 The hotel’s IT Department is responsible for complying with the hotel IT Department Best Practices. 酒店IT部门负责遵从IT部门的最佳实践。 The hotel IT Manager has the full responsibilities in following and tailor fitting the Hotel IT Policies and Procedures based on the hotel operations. It is his own responsibility in enforcing the P&Ps to the departments concerned. 酒店IT经理必须负责遵从和适合建立在酒店运作基础上的IT政策和程序。将IT政策和程序执行到相关部门是IT经理的责任。 - 6 - IHG Greater China IT Standard Operating Procedure 2. IT Operations - Computer Room Access Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Computer Room Access Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To establish policies to limit access to the computer room and adjacent areas in order to maintain the best possible physical protection for the area and equipment. 制定政策限制对电脑机房以及相关区域的进入是为了对该区域和电脑设备进行最佳的保护。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Definitions “Employee” refers to full-time or part-time employees, temporary employees/personnel, or consultants who are “resident” on the entity’s site. A “visitor” is defined as a vendor, guest of an employee, service personnel, or anyone who needs to enter the facility for a short duration, usually not more than one day. “雇员”是指全职或兼职的雇员、临时雇员／人员和顾问等“常驻”在实际场所内的人员。“访客”被界定为供应商、某个雇员的客人、服务人员，或者其它任何需要短期进入设施的人员，通常不超过一天。 Policy 1) The computer room must be kept locked at all times with access controlled through individually assigned tokens or swipe cards. 所有电脑机房区域的门都应始终保持锁闭状态，通过单独分配的密码或者刷卡控制访问。 - 7 - IHG Greater China IT Standard Operating Procedure 2) Access to the computer room shall be restricted to those that have a business need. 只有业务需要时，才允许使用电脑机房。 3) Access to the computer room will be granted to an employee only after the proper authorization has been gained. 只有获得适当的授权后，雇员才被准许使用电脑机房。 4) Access to the computer room will be removed from an employee once the business need has expired. 当业务需求终止时，对雇员使用电脑机房的授权将会被取消。 5) This policy is implemented to prevent the unauthorized use, misuse, modification or denial of use of company Information assets. Any user found to be breaking this policy will be subject to disciplinary procedures. 实施本政策的目的是为了防止盗用、滥用、修改或拒绝使用公司信息资产。任何被发现违反本政策的用户将接受相关处分 Related Procedure 1) Access to the computer room is limited to hotel personnel responsible for maintaining or operating the equipment or other business needs 只有酒店内负责对设备进行维护和操作或者有其他业务需要的人员才能使用电脑机房。 2) Visitors requiring access to the computer room will be escorted into the restricted area by a suitably authorized employee and required to sign the visitor book. 访客对电脑机房受限区域的使用必须由一个合适的授权雇员陪同，并且必须签署访客薄。 3) The entrance should be recorded in Computer Room Access Log Book. All access to the computer room will be logged. The logs will be reviewed by IT manager on a regular basis with unauthorized access attempts being investigated. Logs should be kept for a minimum of three months unless otherwise restricted by law. 任何人进入电脑机房都必须在“电脑机房进出人员登记表”上签字。所有对电脑机房的使用都将被记录。记录将会被IT经理定期检查是否有未授权的使用企图。记录必须至少保持三个月或者遵从相关的法律规定。 4) All doors to the areas are to be kept locked at all times even during normal office hours. 所有电脑机房区域的门都应始终保持锁闭状态，即使是在上班时间也一样。 5) Keys to the computer room areas will only be issued to personnel responsible. 电脑机房的钥匙只能发放给相关的责任人员。 6) The Information System area must be regularly patrolled by hotel security staff. 酒店保安部员工应对技术信息部区域进行周期性的巡逻。 - 8 - IHG Greater China IT Standard Operating Procedure - IT Routines Lists Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT Routines Lists Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Daily Check List 每日检查清单 IT Department must have a DAILY TASK LIST of what is needed to be checked and monitored. The checklist consists of what are needed to be done upon reaching office and before you leave office. The check list should include of all servers, systems, interfaces and network equipments to ensure all IT Systems are in good-working condition. IT部门必须使用每日任务列表来记录日常的检查和监测。该清单由到达IT办公室和离开之前需要完成的检查和检测，包括服务器、系统、接口和网络设备，以确保所有的IT系统处于良好工作状态。 IT Office and Server room checks IT办公室和服务器机房检查: a. Make sure the IT Server Room Air-Conditioning System is running and maintain temperature at a range of 20 degrees Celsius to 22 degrees Celsius, humidity at a range of 50RH to 60RH. If temperature or humidity is out of this range, go to the Power Control Unit (PCU) and perform diagnostics and check ALARM History and do a RESET. If found malfunctioning, call the Engineering for further assistance. 确保机房空调工作正常，机房温度应维持在在20-22摄氏度之间，湿度在50-60RH之间。如果发现温度或湿度不在标准范围，请检测电力控制装置和警示灯，并且重新启动。如果发现故障，通知工程部做进一步检查。 b. Make sure the IT Server Room main UPS is up and running on normal. Check that the charging level is 100%. 确保服务器机房主UPS 启动和运行正常，并且电池电量为100%。 c. Make sure the LOCKS of IT office and server room work properly. 确保IT办公室和服务器机房的门锁工作正常。 - 9 - IHG Greater China IT Standard Operating Procedure d. Remove any obstructions, unnecessary or faulty devices on the floor of the IT Office at all times. IT办公室不能在地板上放置任何障碍物和不需要或者失效的设备。 IT SERVERS Checks 服务器检查: a. Check all the SERVERS and system logs, make sure all servers are up and running. 检查所有服务器和系统日志，确保所有服务器启动和工作正常。 b. Check ALL INTERFACE PCs, make sure all the interfaces are up and running. 检查所有的接口电脑，确保所有的接口都启动和工作正常。 c. Check the internet is working and e-mail server is sending and receiving mails and there are no messages on long queue to be delivered. 检查互联网访问正常；电子邮件服务器发送和接收电子邮件正常，并没有长时间不能发出的邮件。 d. Check the PRINTSERVER for any problem on the printer queuing of all Departments. 检查所有部门的打印服务器工作正常。 e. Check the Anti-Virus Server and make sure it updates itself to the latest VIRUS DEFINITIONS and SCAN ENGINE. Run the Anti-virus report to list down all the potential users with viruses and Trojans. 检查防病毒服务器有最新的病毒定义库和病毒扫描引擎。检查防病毒报告中用户潜在的病毒和木马程序。 f. Check the FAX Server and the modems if are active and ready. 检查传真服务器和调制解调器工作正常。 g. Check the FILE Servers for HARDDISK Space. If found running out of space, do an investigation on user folders. 检查文件服务器磁盘空间。如果发现空间不足，对用户空间进行分析处理。 h. Check all other servers, to record available diskspace. 检查所有服务器，记录硬盘空间。 i. Check two workstations at random to ensure that they are getting the latest updated virus definition from internal server or internet (Please Check the definition updated date) 随机抽测两台工作站，确保可以从互联网或者内部网络获得最新的病毒定义（请检查病毒定义库更新时间）。 Check Backup Status 备份检查: a. Check the BACKUP Server for the COMPLETION of all JOB Orders and to check - 10 - IHG Greater China IT Standard Operating Procedure any FAILED JOBS. Replace BACKUP TAPE or other BACKUP MEDIA. 检查备份服务器确保所有的备份完成。检查的备份任务。更换备份磁带或备份介质。 IT NETWORKS Checks 网络检查: a. Check Holidex router is up and running and IHG network is accessible. By accessing the Holidex system at and checking OXI processor in PMS. 通过访问Holidex系统 并检查PMS系统中的OXI进程来确认Holidex路由器是否启动和工作正常，IHG网络可以正常访问。 b. Analyze unknown devices connected to the local network. 分析连接在内部网络上的未知设备。 c. Check the local ISP Router Traffic Grapher or HSIA system to see the bandwidth utilization of the internet in the guest rooms and the admin office internet. 通过本地ISP的路由流量记录器或者HSIA系统检查办公网络和客房网络的带宽使用率。 d. Check Firewall logs for any attempts to break into the network. 检查防火墙日志是否有网络安全攻击。 e. Check the pattern of network switch lights to ensure no switch hangs or looping detected. 检查网络交换机指示灯确保没有交换机故障。 USER AND GUEST SERVICE Checks 用户和客人服务检查: a. Check both guest and hotel user call log registers. 检查所有用户和客人要求记录。 b. Communicate and share problems among hotel IT team. 与整个酒店IT团队沟通并且分享问题。 c. Escalate the calls to PMS, POS, other support vendors and regional IT team if it could not resolve internally as soon as necessary. 将不能内部解决的问题立刻反馈至PMS, POS等供应商和集团IT团队。 d. Keep in touch with regional IT team if you are in doubt or undecided and ask for help and assistance. 如有任何疑问，请与集团IT团队联系。 Weekly Task 每周任务 Offsite Backup Tape 外部保存备份磁带 Send one backup tape set outside the hotel. Before sending out, do a restore test - 11 - IHG Greater China IT Standard Operating Procedure (Restore data to a spare hard disk to ensure it can be restored successfully). 每周将一份备份磁带送至酒店外部保存。在送出前，做一个简单恢复测试(即将磁带内容恢复到某个服务器的空余硬盘上保证磁带数据可以被成功读出)。 Monthly Task 每月任务 Backup before Month-end Process 月结前备份 Backup Accounting, Check EAM and other "Month-End" process system before the process in every month end. 每月底对需要月结的系统，如财务、CheckEAM等系统进行月结前的备份。 Archive Interface Log Files 存档接口日志文件 Interface log files are saved in "D:\micros\ifc\*.log". Please zip and store these files monthly and remove from original folder. 接口文件保存在接口电脑的"D:\micros\ifc\*.log" 中。每月将其压缩存档，并且在原始目录中删除。 Review Staff Entry & Departure List from HR 检查入职/离职员工帐号 To check codes of new-entry staff whether it had been generated correctly. And codes of departure staff had been disabled/deleted. 根据人事部的每月入职员工和离职员工清单，检查入职员工帐号是否被正确创建。并且确保离职员工帐号已经被禁用或删除。 Monthly Server Maintenance 每月服务器维护 a. Check Disk Capability 检查磁盘的容量 b. Install Operating System (OS) and Software Patches 安装操作系统及其他软件补丁/升级包。 c. Restart if necessary 如有需要，重新启动服务器 d. Archive Events Log 存档服务器系统日志 IT Inventory Update 更新IT 清单 Merlin->Applications->Hotel IT Systems Inventory (APAC) Review & Renew MA (Maintenance Agreement) Contracts 检查和更新维护合同 To review all contracts this will expire in 3 months. To renew or change contracts based on your needs. 检查所有三个月内将过期的维护合同。并且根据需要延长或者修改维护合同。 Review System Cases and Last IT Monthly Report系统及上月IT管理报表回顾 To review all systems' cases and projects of previous month. Analyze each and every - 12 - IHG Greater China IT Standard Operating Procedure guest and user calls to see the possibility to resolve it permanently. Consult with vendor or regional IT team. 回顾前一个月所有的系统问题和项目。分析每个用户和客人的要求，与供应商或者集团IT共同找出解决方案。 Submit IT Monthly Report 递交IT月管理报表 Submit IT Monthly Management Report (APPENDIX Hotel IT Monthly Management Report) to Cluster IT Manager or IHG China IT Team, DOFBS and GM. 递交IT月管理报表给区域IT经理或者集团IT以及酒店财务总监和总经理。 Quarterly Tasks 每季度任务 Review user accounts and access rights 检查所有系统的用户及权限 a. To check the availability of accounts 检查所有用户帐户的有效性。 b. To check users' rights whether is correct or not。 检查用户的权限是否正确。 c. To review the user accounts list in PMS, POS, Accounting, EAM, IBP, Hotel Domain, Hotel Email, IHG Email, Delphi…, etc 检查酒店所有系统的用户帐户，包括PMS, POS,财务, EAM, IBP, 酒店域帐号, 酒店电子邮件帐号, IHG邮件帐号, 宴会销售系统等等。 UPS Availability Testing UPS可靠性检查 To test all hotel’s UPS Discharge/Charge, including server room UPS and PC UPS. Ask UPS supplier to assist if need. 对酒店所有的UPS进行充放电测试，包括机房的UPS和单独的PC UPS。如果需要，可以要求UPS供应商协助。 Backup Restore Testing To restore backup media (tapes) to a dummy system to make sure that the backup data can be used. The systems include all hotel systems, PMS, POS, EAM, Accounting, IBP, EFPM, Delphi, etc. 将备份介质（磁带）的数据恢复到一个模拟系统，以确认所有的备份数据可以被使用。所有酒店的系统都需要进行测试，包括PMS, POS, EAM, 财务, IBP, EFPM, 宴会销售系统等等。 Annual Tasks 年度任务 IT Budget IT预算 Prepare IT budget, guided by DOFBS. 在酒店财务总监的指导下完成IT预算。 Emergency Plan Dry Run 应急运营方案测试 To test hotel manual operation when PMS or other systems down. Please refer to the - 13 - IHG Greater China IT Standard Operating Procedure following chapters of this document. - Business Continuity Plan for PMS System - Business Continuity Plan for POS System 测试PMS等系统故障时相关的手工营运。 Disaster Recovery Testing 系统灾难恢复测试 IT must know how to recover the system when PMS or other systems down. Please refer to SOP - IT Emergency Service Recovery IT必须知道在PMS等系统发生故障时，如何恢复系统和数据。 Appendices APPENDIX IT Regular Working Tasks Guideline APPENDIX Hotel IT Monthly Management Report - 14 - IHG Greater China IT Standard Operating Procedure - Change Management Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Change Management Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To standardize change management process 标准化变更管理过程 Scope All changes to the hotel information systems 酒店信息系统的所有变更 Definition “Changes” refers to change made to any item of hardware, software or data that is used to provide hotel systems. This includes operating software, utility software, application software as well as changes to data files and parameter/configuration files. It excludes any normal day to day operational changes such as rate codes and POS items. “变更”是实施于酒店系统相关的硬件、软件和数据，包括对操作系统、工具软件、应用软件已经对数据文件、参数／配置文件的更改；不包括日常的操作比如房价代码和餐厅收银中的菜单项等。 “Major Systems” refer to the systems listed in the IHG Brand IT Standards Summary. “主要系统”是指在洲际集团各品牌IT标准汇总中列出的系统。 Policy Changes to operational systems and application software shall be controlled. Live data must not be used on development or test systems. 对操作系统和应用软件的变更必须受到监控，真实系统数据绝对禁止用于开发或者测试系统。 - 15 - IHG Greater China IT Standard Operating Procedure All changes must be approved by authorized person. IT manager must be one of approval and provide technical advice, such as change cost, feasibility, interruptions to hotel operations, etc. 所有的变更都必须得到适当的审批，IT经理必须是审批的一环，并给出变更预算、变更的可行性、实施变更对运营的影响等专业性意见。 Related Procedure If user requires to do change, a change request form (APPENDIX System Change Request Form) must be issued by user department head and get proper approval. The following changes must be informed to hotel General Manager and DOFBS (Director of Finance and Business Support) in advance. 如果有用户需要对IT系统进行变更，用户部门经理填写系统变更申请表并且得到适当的审批。下列重要变更必须提前通知酒店总经理与财务总监 - IT System Replacement 更换系统 - System Vendor Replacement 更换系统供应商 - System Support Replacement 更换系统技术支持 - System Upgrade 系统升级 The IT Manager is responsible for managing all implementations of changes to the hotel information systems. IT经理负责管理酒店所有信息系统的变更实施。 No changes will be implemented to any hotel systems without the expressed authorization of the IT Manager. 没有IT经理的明确授权，不准许对酒店系统进行任何变更。 All changes will be documented and logged, highlighting the amendments made and the reason for the change (. upgrade to system software). 所有的变更都必须被记录存档，尤其是变更的地方和理由（比如：系统软件升级）。 The followed major changes must be informed to Corporate IT Team in advance. 下列重要必须提前通知集团IT部门 - IT System Replacement 更换系统 - Major System Vendor Replacement 更换主要系统供应商 - Major System Support Replacement 更换主要系统技术支持 - Major System Upgrade 主要系统升级 Changes will be made at a time that is of minimum disruption to users. Users will be given prior notice. 变更必须在一个对于用户最小干扰的时间进行。用户必须被提前告知。 System backup of existing software or parameter files will be made prior to any live changes to enable the system to be recovered in the event that a change is made - 16 - IHG Greater China IT Standard Operating Procedure inadvertently. 任何正式系统修改前必须对系统进行备份，以保证发生意外状况是可以进行恢复。 Where changes are required to be undertaken by third parties (. software suppliers), the above procedures will still be followed. Requirements for remote access to perform such updates will be strictly controlled by the IT Manager including the granting of modem/vpn access. 如果变更需要第三方（比如软件供应商）实施，上述程序依然有效。如需通过远程访问实施变更，必须有IT经理严格控制，包括通过调制解调器和VPN的访问。 Reference Documents Hotel Accounting Manual – CHAPTER Change Management Appendices APPENDIX System Change Request Form - 17 - IHG Greater China IT Standard Operating Procedure - Data and Systems Backup strategy Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Data and Systems Backup strateg y Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective 1. To ensure proper handling of the hotel data and IT backup strategies. 确保酒店IT数据有正确的备份策略。 2. To establish controls and procedures for storage, protection, access, IT storage media, and related software. 建立存储、保护、访问、备份介质和相关软件的控制和操作程序 3. To ensure data integrity and availability. 保证数据的完整性和可靠性。 4. It is mandatory to backup all the system data and source program in order for emergency recovery purposes and prevent the hotel from loss due to system break down. 为避免系统崩溃后数据丢失，并在紧急修复后恢复数据，强制对系统数据和源程序进行备份是极其重要的 Scope All Systems & Data 所有系统和数据 Definition N/A Policy 1. All IT systems will be backed up to external media to allow recovery of those systems in the event of a disaster. Backup media shall be stored in a location - 18 - IHG Greater China IT Standard Operating Procedure remote from the information system that was backed up. All backup media shall be stored securely giving the same level of physical security as the main system. 所有IT系统使用外部介质备份以备出现系统问题时进行系统恢复。备份介质需要存储在与所备份的系统不同的位置。所有的备份介质的物理存储安全级别与主系统相同。 2. The IT Manager is responsible for ensuring that system backups is successful by checking the audit trails, system logs etc. Any errors encountered during the backup should be noted, investigated and resolved. IT经理负责通过检查系统日志等保证系统备份完成。任何备份问题都必须被记录、检查和解决。 3. The IT Manager will regularly test backup procedures by reviewing log records to ensure completion, verifying that tapes are correctly labeled and stored correctly and by routinely restoring backup data from tape. IT经理必须定期测试备份程序，检查记录，保证完成并且检查备份介质被正确标记和保存。并且安排磁带数据恢复测试。 Related Procedure 1. The IT Manager will strategize the backup cycle and which media to be used (full, incremental, daily/weekly/month-end/quarter-end/year-end etc.) and retention period. All hotel IT systems data will be backed up to external media (. tape cartridge or hard drive) on at least a daily basis. There must have enough tapes for at least one week backup cycle. IT经理制定备份循环、备份方式（完全、增量，日/周/月/季/年等）和保留期限等策略。所有的酒店系统数据必须至少每天一次备份至外部介质（磁带或者硬盘），必须准备至少足够一周备份工作所需的磁带。 2. All backup media will be clearly labeled identifying the contents of the tape and the cycle to which it refers (. Monday, 1st backup). 所有的备份介质必须清晰标明内容、日期、周期等信息（例如：周一，第一次备份）。 3. Backup media will be removed as soon as the backup process has been completed which may mean someone other than the IT Manager is given this responsibility. 备份完成后备份介质须尽快由IT经理授权的操作人员取出。 4. The backup media should be transferred to a location remote from the equipment. The location for storing the backup media may be in the hotel but should be carefully chosen based on the likelihood of a fire or similar disaster affecting both it and the main system. Backup media is of no use if it is also damaged or destroyed in the same failure that affected the main system. - 19 - IHG Greater China IT Standard Operating Procedure 备份介质必须被转移到另外的地点保存。此地点可以在酒店内，但是必须仔细选择，在万一发生火灾等情况时，不会与主系统同时损坏。如果备份介质与其所备份的系统同时损坏，那么备份就没有任何意义。 5. The Chief Accountant is responsible for the backup process and holds custodianship of the back office system on monthly basis prior to the close period. This backup database will be stored on the hard disk, after backup procedure was done properly, the IT department should move it to CD disks. 每月关帐前，由总会计师负责对后台系统进行一次备份，备份的数据库将会保存在服务器的硬盘上，当备份完成后信息技术部需要将这些数据刻录在光盘上。 6. OFF-SITE TAPES (WEEKLY) 定期异地存储备份磁带（每周） Hotel should keep one-set tapes with full backup data OFF-SITE. The OFF-SITE tape should be replaced weekly. 酒店必须保存一套有完整备份数据的磁带在酒店外部，每周更替循环。 OFF-SITE tapes are to be stored outside the hotel, maybe stored in a vault by your local vendor or if 2 clustered hotels you can exchange tapes. 外送磁带可以存在本地供应商处，如果本地有多个酒店，可以互相交换保存。 Adequate protection shall be given to the media whilst in transit and in storage to protect it from damage, theft or loss. 在送出和保存磁带时必须有充分的保护措施以避免磁带失效或者丢失。 7. SERVER IMAGES 服务器镜像 It is highly recommended to include the backup of server images, interface images and other devices. By means of using image backup software like Acronis Trueimage or other mirroring software. 高度推荐酒店对服务器、接口电脑等进行硬盘镜像备份，可以使用Trueimage等镜像备份软件。 8. The IT Manager will regularly test backup procedures by reviewing log records to ensure completion, verifying that tapes are correctly labeled and stored correctly and by routinely restoring backup data from tape. IT经理需定期通过检查日志记录测试备份程序来保证其正确完成。核实磁带被正确的标签和存储并且进行从磁带恢复数据的测试。 9. Backup media will be replaced in line with manufacturer recommendations. Redundant backup media should be disposed of in a way that prevents the recovery of information from that media. 备份介质根据生产商的建议定期更换。过期的磁带必须被销毁以防止被用来从中恢复信息。 - 20 - IHG Greater China IT Standard Operating Procedure Reference Documents Hotel Accounting Manual – CHAPTER Data and Systems Backup Appendices APPENDIX Offsite Tape Record - 21 - IHG Greater China IT Standard Operating Procedure - IT Helpdesk Fault Logging Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT Helpdesk Fault Logging Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To be able to report/document/track any systems errors or discrepancies that may arise due to program/computer bugs or user errors. 能够报告/记录/跟踪所有可能由于程序/电脑错误或用户失误产生的系统错误或差异。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedure 1) All system errors or discrepancies encountered by end users or the IT Department should be properly recorded in the IT Helpdesk System. 最终用户或者IT部门遇到的所有系统错误或差异都必须被正确记录在IT服务系统内。 2) Details of errors shall be written and properly logged in the IT Helpdesk System. 错误的详细信息必须被记录并且正确输入IT服务系统。 3) IT Manager should review the records in the IT Helpdesk System on a daily basis to ensure proper solutions have been applied to the problems. IT经理必须每日检查IT服务系统以确保适当的解决方案已经被应用到对应的问题。 4) On a monthly basis, IT Manager should review who are the few users experience more problems than others who may need special assistance. IT经理每月回顾遭受问题比其他人多的少数用户，他们可能需要特别的帮助。 - 22 - IHG Greater China IT Standard Operating Procedure - IT Logbooks Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT Logbooks Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Introduction IT Logbooks are essential to the IT Department operations. Logbooks are used to track down all the day to day transactions, events, faults and other important security incidents inside the IT Server Room and IT Department. IT部门运作离不开IT记录本。记录本用于跟踪所有的日常处理、事件、故障和其他IT服务器机房和IT部门必要的关键安全事故。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Logbooks Server Room entry/access logbook – The intention of this logbook is for IT personnel to control access to the server room. Server room logbook shall contain the name, purpose of entering server room, date and time of entry, date and time of exit and signature. The logbook shall be kept in close proximity of the IT Server room. 服务器机房进入/访问记录本 – 此记录本对于IT员工对服务器机房的使用。服务器机房记录本必须包括姓名、进入服务器机房目的、进入日期和时间、离开日期和时间以及签名。此记录本必须保存在IT服务器机房极为贴近的位置。 Main UPS Integrity Test logbook – This logbook is used to record all the main UPS integrity tests that includes the duration of how long the test has been conducted, the available power capacity converted to hours or minutes, that the UPS can sustain power to all servers, network devices and other appliances in the server room and the date and time the test was conducted. This logbook is also used to record the logs of any UPS faults, batteries replacement, repair or maintenance from the UPS vendor. 主UPS完整测试记录本 – 此记录本用于记录主UPS所有的完整测试情况，包括：测试所用的时 - 23 - IHG Greater China IT Standard Operating Procedure 间，有效电池工作时间（小时或分钟），服务器机房内UPS能够维持电源的所有服务器、网络设备和其他设备，以及测试的日期和时间。此记录本也用于记录所有的UPS故障、电池更换以及UPS供应商的维修和保养等。 Server Breakdown/Changes logbook – This logbook is used to record all server breakdowns, hangs and abnormal terminations. It is also used for recording patch upgrades, technical upgrades like changing of hard disk, adding of RAM, upgrading of OS, Windows updates and etc. It should contain the name of the Server, IP Address, date and time the event or fault happened. 服务器故障/变更记录本 – 此记录本用于记录所有服务器的故障、死机和非正常中断等。也用于记录更换硬盘、增加内存、升级操作系统、微软视窗系统升级等的服务器补丁升级和技术升级。记录还应该包含服务器名称、IP地址以及事件或者故障发生的日期和时间。 Equipment Items/Loan logbook – This logbook is used to record all the borrowed and issued equipment items such as laptops, keyboards, mouse, hand phones, printers, power cords, CDs, DVDs and etc from the IT Department. The logbook should contain the name of the user, item description, date and time loaned or issued, date and time the items is returned, signature of the user. 设备清单/借出记录本 – 此记录本用于记录IT部门所有借出或分配的设备清单，如笔记本电脑、键盘、鼠标、手机、打印机、电源线、CD/DVD等。此记录本记录包含用户名字、设备描述、借出或分配的日期和时间、设备返还的日期和时间、用户签名。 Off-site Backup Tapes/Backup Tests logbook – This logbook is used to record the time and date when the off-site tapes are being brought to an off-site locations. The logbook can also contain the recorded date and time of the backup tests and restore tests of the tapes or any other backup media that the hotel uses. 外部存储备份磁带/备份测试记录本 – 此经记录本用于外部存储磁带被送至酒店外部保存的记录。本记录本也可以记录对磁带或者酒店使用的其他备份介质的备份测试和恢复测试的日期和时间。 - 24 - IHG Greater China IT Standard Operating Procedure - User Files Backup Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: User Files Backup Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To safely backup user files and important data from their respective computers to the IT Department file server for archiving purposes. 将用户的文件和重要数据从他们各自的电脑安全备份到IT部门的文件服务器进行存档。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedures: 1) Only authorized users files and important data are to be backup to the IT Department file server. 只有授权用户的数据和重要文件才能备份到IT部门的文件服务器。 2) Users are given the full rights to their individual personal folders and can be used as their personal storage of their confidential and important documents. 用户将被授予充分的权限以访问作为个人机密和重要文件存储的个人文件夹。 3) Users are responsible to housekeep their own personal folders not to exceed the allotted quota. 用户负责维护自己的个人文件夹不超过分派的容量。 4) Backup of user files are being done on a nightly basis to assure protection of classified and important files. Any restoration or retrieval of lost or missing files of users can be verified through IT Department. 每天晚上对用户的文件进行备份以保护机密和重要的文件。恢复或者取回丢失或失踪的用户文件由IT部门核实后执行。 - 25 - IHG Greater China IT Standard Operating Procedure 5) In case of laptop or workstations crash or corruptions and in need of a hard disk restoration, only files saved in the user’s personal folder in file server will be restored. 如果笔记本电脑或者工作站崩溃或者损坏，需要做硬盘的复原，只有保存在文件服务器的用户个人文件夹内的文件才能被确保恢复。 - 26 - IHG Greater China IT Standard Operating Procedure - IT After Office Hours On-Calls Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT After Office Hours On-Calls Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective The purpose of this procedure is to streamline the calls to IT Department after office hours, thus preventing unnecessary calls during after office hours. 本文档的目的是提高对IT部门下班后呼叫的效率，防止下班后不必要的呼叫。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedures: • IT Department on-site support starts at <time start – time ends) and after hours on-calls commenced. IT部门在<开始时间－结束时间>提供现场支持，下班后开始待命。 • IT Team accepts on-calls when major systems hangs or deemed faulty and the operations are paralyzed. IT团队接受主要系统死机或者失效以及不能正常运作的呼叫。 • Valid on-calls are to be strictly adhered to prevent unnecessary calls to IT Staff after office hours. 必须严格遵循呼叫的有效性，以防止对IT员工下班后不必要的呼叫。 • Any calls that are only inquiries (. what is my password? How do I print in a different printer?) are not valid on-call problems. 任何只进行查询的呼叫（比如：我的密码是什么？如何从另外一个打印机进行打印？）不是有效的呼叫问题。 - 27 - IHG Greater China IT Standard Operating Procedure • Below are the problems that are deemed valid after office hours: 下列是下班后视为有效的问题： - PMS not functional PMS不能操作 - POS not functional POS不能操作 - POS workstations are not functional POS工作站不能工作 - Network is down, guest room network is not functional 网络中断，客房网络不能工作 - Main power for computers and printers are down 电脑和打印机的主电源停电 - Duty Manager calls that the Server Room has problems (ups, temperature, humidity, fire….) 值班经理反应服务器机房有问题（UPS电源、温度、湿度、火情等） - Wireless Internet in Club Lounge not functional 行政楼层无线网络不能工作 - Guest laptops in the guest room cannot be fixed by Duty Manager or HSIA support 客房内的客人笔记本电脑不能由值班经理或者宽带供应商支持人员修复 - Guest computers in Business Center not functional 商务中心内的客用电脑不能工作 - ESCAP Database is corrupted ESCAP系统数据库出错 - ESCAP users cannot login ESCAP系统用户不能的登录 - Accounting System not functional – month end only 财务系统不能工作－仅限于月结。 - Other major problems 其他重要的问题 • PMS passwords are deemed to be the responsibility of the users to change every 45-90 days. PMS系统的密码由各自用户负责每45-90天更换。 • Locked-out passwords cannot be rectified and reset until the following morning. 密码被锁定的问题必须到第二天早晨才能得到纠正和复位。 • Most of the problems deemed valid can be easily rectified by the IT Department remotely from their home computers. IT Team will go back to the hotel once the problem cannot be rectified via remote access. 大多数问题可以由IT部门通过远程接入解决。如果不能通过远程访问解决问题，IT部门将立刻返回酒店处理。 - 28 - IHG Greater China IT Standard Operating Procedure 3. IT Maintenance - IT Asset Inventory Management Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: IT Asset Inventory Management Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To establish proper procedures to manage hotel IT assets inventory. 建立酒店正确的IT资产库存管理机制。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Introduction Inventory Management 库存管理 It is important for the hotel to know the various IT assets they own and operate. IT Department must perform periodic inventory check of hardware and software assets.酒店了解自己拥有和运营的各种IT资产是非常重要的。IT部门必须进行硬件和软件的定期库存盘点。 Managing the life cycle of data, from creation to archival begins with a thorough understanding of the IT assets that generates the data. Hardware and software asset inventories are essential for gaining this knowledge and for prioritizing the efforts required to protect important business systems and data. 库存数据的生命周期从对生成数据的IT资产的彻底了解开始。硬件和软件资产盘点对获得这方面的知识和并且优先保护重要的业务系统和数据是绝对必要的。 Another reason for IT asset inventory management is to discover areas of IT infrastructure that - 29 - IHG Greater China IT Standard Operating Procedure require attention. For example, an asset inventory might reveal that various servers in data center need upgrades. Without taking stock of what one already, buying new technology is a crapshoot that may result in wasted money, time, and effort. 建立IT资产库存是为了发现IT基础设施中需要注意的领域。例如，某一资产库存记录可能会显示位于数据中心的一些服务器需要升级。没有对已经拥有资产的观察，购买新的技术是有风险的，可能导致浪费金钱、时间和精力。 IT asset inventory and overall management are a crucial part of keeping hotel data center infrastructure humming along smoothly. The advent of new regulatory requirements that impose strict data control requirements on businesses will force many IT staff to improve the way they manage hardware and software assets. After all, IT manager cannot manage critical data if he does not even know what equipment and applications generate it, so compliance begins with good inventory and asset management controls. IT资产库存和全面管理是使数据中心基础设施顺利运营的重要部分。对商业数据的严格控制要求将迫使IT经理改善对硬件和软件资产的管理。如果IT经理不知道产生关键数据的环境和应用，将无法对其进行管理。服从管理需求从良好的库存和资产管理控制开始。 Finally, IT assets inventory is especially important to ensure that IT maintains compliance with the various software licenses business needs to operate. If IT does not know about a server that a particular department purchased that will suddenly puts hotel out of compliance with a software licensing agreement, hotel runs a risk of violating its licensing agreement. Also, conducting an inventory can help IT quickly ferret out illegally installed, unlicensed copies of software. 最后，资产库存对于IT保持遵守各种根据业务运作需求的软件的许可是特别重要的。如果不知道的某台服务器是由哪个部门购买的，可能将突然导致不遵守软件许可协议，使酒店承担运营风险。此外，进行库存盘点可以帮助快速找出非法安装的盗版软件。 TIMING 时机 One of the first questions that come up regarding IT inventory audit is frequency. How often should IT manager inventory Hotel IT assets? IT盘点的一个首要问题是频率，IT经理多久对于酒店IT资产库存盘点一次？ While there is no definite rule for the timing of inventories, the frequency of change of IT infrastructure should be the determining factor here. If the hotel is frequently purchasing new hardware or software, IT inventory should be updated more frequently, say, every quarter. If IT infrastructure does not change very often, then once a year may suffice. 对于盘点的时机没有明确的规则，但是决定性的因素应该基于IT基础架构的变化频率。如果酒店不断地购买新的硬件或软件，IT库存应该更频繁地更新。比如说，每季度一次。如果IT基础架构并不经常变化，那么可以每年更新一次。 WHAT TO TRACK? 跟踪那些资产？ Items such as servers, desktops, laptops, and network equipment should be part of the inventory, especially for hardware under the terms of a contractual agreement, such as a lease or a maintenance service contract. - 30 - IHG Greater China IT Standard Operating Procedure 酒店的硬件，如服务器、台式机、笔记本电脑、网络设备都应该是库存的一部分。尤其是有相关合同协议的硬件，如租赁或维护服务合同。 Software companies take an active interest in protecting their intellectual property and in most cases have the financial resources to engage in a legal dispute. The last thing a hotel needs is a lawsuit because employees had installed unlicensed copies of software applications. 软件公司采取了积极措施来保护他们的知识产权，在大多数情况下有财政资源来支持用法律手段解决争端。员工适用盗版软件有可能使酒店面对法律诉讼。 TOOLS FOR INVENTORY库存管理工具 IT asset management tools are available to help IT manager to manage hotel IT assets. These applications are designed to assist IT personnel to manage assets such as servers, network equipment, desktops, software licenses，OS update status, patches, and the various financial, contractual, and physical properties of hardware and software assets. IT资产管理工具可用为管理酒店IT资产提供方便。这些应用程序是专门给IT人员用于管理服务器、网络设备、台式机和软件许可证、操作系统更新状态、补丁、各种相关合同、以及硬件和软件的有形资产。 IHG hotels use “ClearAPPs - PC Inventory Advisor” software to manage the IT inventories. This software had been issued to the hotels by IHG corporate IT department. Hotel IT managers use this software to scan hotel computer equipments to check the inventory changes on a regular basis and upload report to IHG APAC IT department. 洲际集团酒店使用“ClearAPPs - PC Inventory Advisor”软件来进行资产管理，此软件已经由洲际集团IT部门分发给酒店。酒店IT经理定期使用此工具软件扫描酒店中的电脑设备，检查IT库存的变化。并且定期上传报告给集团亚太区IT部门。 Related Procedures Equipment Purchasing and Disposal 采购与报废 1. User should issue purchasing request form to IT department with approval by department head. 用户填写采购申请表并且由用户部门经理签字批准后递交给IT部门。 2. IT manager checks IT asset inventory to confirm whether the requested equipment has inventory. If it has inventory, please refer to chapter “ Equipment Issue and Return”. If it has not inventory, IT manager should provide technical comments and give equipment model, estimated price and recommended supplier information. IT经理检查IT资产记录确定申请的设备有无库存。如果有库存，请参考设备发放与收回。如果没有库存，IT经理给出专业意见，并且给出设备型号、大致价格以及推荐的供应商等信息。 3. If the requested equipment is not a fixed asset (not in conformity with hotel fixed asset standard), please follow hotel “Non-fixed asset purchasing procedure”. 如果采购的设备不属于固定资产（未不到酒店固定资产的标准），请遵循酒店“非固定资产 - 31 - IHG Greater China IT Standard Operating Procedure 采购程序”进行采购处理。 4. If the requested equipment is a fixed asset (in conformity with hotel fixed asset standard), please follow hotel “Fixed asset purchasing procedure”. 如果采购设备属于固定资产（达到酒店固定资产的标准），请参考酒店“固定资产采购程序”进行采购处理。 5. Once delivered, the equipment should be properly setup and configured by IT personnel and added to the inventory. 设备采购到货后，先交由IT部进行相关的设置和安装，并且将设备的加入库存中。 6. When the IT equipment exceeds the designed life, is damaged that can not be repaired or the repair cost is higher than purchasing new equipment, or is in conformity with other hotel fixed asset disposal policy, the user department should follow the hotel “Fixed asset disposal procedure” to issue the “Fixed asset disposal application form” and signed by IT manager with comments. 当IT设备使用超过规定的年限、设备破损不能被修复、修复的成本超过购买新设备的价格或者满足其他酒店相关设备报废的规定时，使用部门填写“固定资产报废申请单”，由IT经理签字注明原因后，使用酒店“固定资产报废程序”报废此设备。 7. Once the disposal approved, the equipment will be properly taken back from user to IT department and removed from the inventory. The disposal equipments can be reclaimed by supplier, sold out or used as backup parts. 设备报废被批准后，IT部门将会从用户处收回设备，并且将设备从库存中去除。报废的设备可以由供应商回收、售出、或者做为备用零件。 Equipment Issue and Return 设备发放与收回 1. Once issued, equipment will be added to the asset inventory list against the specific user. The equipment will be installed for the user by a member of the IT department. IT personnel issues the IT Devices Delivery Confirmation form (). The user confirms and signs on the form. 发放设备时，此设备将在资产记录表中注明由该用户使用。该设备由IT员工为用户进行安装。IT员工填写IT设备发放表(APPENDIX IT Devices Delivery Confirmation)并且由用户签字确认。 2. User should return the IT equipment to IT department when the equipment is no longer needed. IT personnel check the IT equipment status and fills in the corresponding IT Devices Delivery Confirmation form. The user confirms and signs on the form. The equipment will be released from this user in the asset inventory list. 当户不再需要使用IT设备时，需要将设备归还给IT部门。IT员工检查后，填写对应的IT设备发放表上并由用户签字确认。此设备将在资产记录表中注明从该用户处收回。 3. When IT equipment needs to be transferred from one department to another department with proper approval, the equipment should be return to IT department first. IT personnel - 32 - IHG Greater China IT Standard Operating Procedure should check the equipment to ensure it is in a good condition and properly setup the equipment. Then IT department issues this equipment to another department. 当经过适当的批准，IT设备需要由一个部门调拨到另一个部门时，首先由IT部门将电脑设备收回。IT员工应对设备进行检查确保工作正常，并且进行正确的安装。然后IT部门将此设备发放给另外的部门。 Equipment Borrow and Return 设备的借出与归还 1. Any person who needs to borrow device, such as laptops, cables, printers and etc. should request from IT department at least 2 days in advance. 任何人如需借用设备，如笔记本电脑、线缆、打印机等，必须至少提前2天向IT部门申请。 2. Users must liaise to IT department the purpose and how the equipment will be used (. laptop), user must tell any IT staff the nature of the usage of such equipment in order for IT staff to prepare the device. 用户必须向IT部门告知借用设备的目的以及使用方法（比如笔记本电脑）。用户须告诉IT员工设备的用途以便IT员工准备设备。 3. User must sign in the “IT Equipment Items/Loan Logbook” (refer to chapter IT Logbooks) with the corresponding date to be used and the approximately date and time of return. 用户必须在“IT设备清单/借出记录本”（请参考章IT记录本）上签字，并且注明相应的使用日期和大致的归还日期和时间。 4. The equipment will be assigned to the specific user in asset inventory list. 设备将在资产库存表中表明被分配给此用户。 5. Upon return of the device to IT department, IT staff should be inspecting the device for any damages or breakage due to misuse. 归还设备时，IT员工应该检查设备有无损坏或者由于使用不当导致的破损。 6. User should sign on the “IT Equipment Items/Loan Logbook” to complete the return of the borrowed device to IT department. 用户填写“IT设备清单/借出记录本”完成向IT部门归还借用设备的手续。 7. The equipment will be assigned back to IT department in asset inventory database. 设备将在资产库存数据库中重新归入IT部门。 Appendices APPENDIX Asset Inventory Table APPENDIX IT Devices Delivery Confirmation - 33 - IHG Greater China IT Standard Operating Procedure - IT Hardware and Software Maintenance Contracts Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: IT Hardware and Software Maintenance Contracts Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To ensure all hotel IT hardware and software have proper maintenance contracts. 确保酒店所有的IT硬件和软件都有适当的的维护合同。 Definitions Software maintenance delivers support for networks, systems, and software through effective problem management and updates by vendors. 软件维护是由供应商对网络、系统和软件的有效问题管理以及更新所提供的支持。 Hardware maintenance delivers support for servers, workstation, printers and active components by vendors. 硬件维护是由供应商提供的对服务器、工作站、打印机以及相关的有效部件的支持。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedures 1. Hardware and software maintenance contracts are to be reviewed regularly to ensure content accuracy and understanding when dealing with the hardware and software vendors. 硬件和软件维护合同要要定期检讨，以确保与硬件和软件供应商讨论的合同内容准确并且被正确理解。 2. The IT manager has the sole responsibility in reviewing the hotel hardware and software maintenance contracts. 检讨酒店硬件与软件维护合同是IT经理的专项职责。 - 34 - IHG Greater China IT Standard Operating Procedure 3. Hardware and software maintenance contracts should be properly kept in the IT department by the IT Manager for tracking of expiring date when to renew. 硬件与软件维护合同应当由IT经理存档在IT部门中，以跟踪合同过期日期及时更新合同。 4. IT personnel should properly record all supports and maintenance. IT manager monthly reviews these records and scores the suppliers services in the IT monthly report. If the supplier can not achieve the requirement of the maintenance contract, IT manager should consult with supplier to push them to increase the service quality. If the supplier can not meet the service request continuously, IT manager should report to hotel management team and corporate IT team in time. IT员工应该对所有的支持和维护进行正确的记录。IT经理每月进行总结，并且对每个供应商的服务给予评分，并且如实反应在每个月的IT报告中。如果供应商的服务不能达到合同所规定的要求，IT经理应该与供应商协商，督促供应商改善服务。如果供应商持续不能达到要求或者有其他的重要问题，IT经理应当及时报告给酒店管理层和集团IT部门。 5. IT manager monthly review all contracts this will expire in 3 months. IT manager should renew contracts, change contracts or even change the service suppliers base on needs. If the service supplier needs to be replaced, IT manager should report to hotel management team and corporate IT team in advance. (Please refer to Chapter Change Management - Related Procedures) IT经理每个月检查今后三个月中将要到期的维护合同，根据需要延长或修改维护合同甚至更换服务供应商。如果需要更换服务供应商，必须提前报告给酒店管理层和集团IT部门。(请参考章变更管理相关程序) - 35 - IHG Greater China IT Standard Operating Procedure - User Hardware Maintenance Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: User Hardware Main tenance Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective: To maintain the computer equipment in good working condition. 维护电脑设备在保持良好工作状态。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedures: 1. All requests for technical support or computer problems should be referred to the IT department. Users should not contact suppliers or vendors directly to troubleshoot any problem of any personnel computers in the hotel. 所有的技术支持请求或者电脑问题应提交给IT部门。用户不能直接联系供应商来检查酒店电脑上的问题。 2. It is the responsibility of the user to keep his assigned workstation clean and free from any damage or any other accessories missing. It is the user responsibility for the cleanliness and proper working condition of his PC. 用户负责将其分配到的电脑清洁、不受任何损害或丢失任何电脑附件。保证自己电脑的清洁和正常的工作状态是用户的责任。 3. User who is assigned a laser printer should be responsible for maintaining the printer toner cartridge or report immediately to IT department if it requires troubleshooting. Printer toner cartridge should be requested through the purchasing department. 分配有激光打印机的用户应负责维护打印机的碳粉盒，如果需要排除故障应立即向IT部门报告。打印机碳粉盒由采购部提供。 4. Inform users not to exchange computers, CPUs, keyboard, mouse and other computer - 36 - IHG Greater China IT Standard Operating Procedure peripherals without IT department involvement for proper inventory control. 告诉用户没有IT部门的参与不要交换电脑、处理器、键盘、鼠标和其他计算机附件以便控制正确的IT库存。 5. No relocation of user computers is allowed without the approval of IT Department due to the reasons of cabling, power supply and working environment. 由于布线、电源、工作环境等原因，没有IT部门的同意，用户不能自行改变电脑的位置。 6. All users that are allowed to use diskettes, CDs, DVDs and other storage devices should ensure that they are properly scanned by using anti-virus software. 用户需要使用软盘、CD/DVD光盘或者其他移动存储设备必须确保这些设备被防病毒软件正确检查过。 7. All users should be responsible in keeping their workstations safe from hackers or any other users who will likely be attempting to use the PC. Users should activate screensavers with password protection. 所有用户应避免黑客或任何其他用户尝试对电脑的使用。用户需激活带有密码的屏幕保护程序。 8. IT department render technical support to all users will be based on the urgency and priority. IT部门将根据问题的紧迫性和重要性来处理对所有用户的技术支持。 9. No food or drink should be placed near the workstation by anybody. 任何人都不能在电脑工作站附近放置食品或者饮料。 10. No software or any other utilities should be installed without the consent and knowledge of the IT department. 没有IT部门的同意，不能安装任何软件或者工具。 - 37 - IHG Greater China IT Standard Operating Procedure - Hotel IT Server Room Environmental Monitoring System Department: P&P#: Information BEST PRACTICES Technology <Hotel logo> Subject: Date: Hotel IT Server Room Environmental Monitoring System Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective This document is to present how hotel IT uses IT server room environmental monitoring system (EMS) to automatically alert import environmental status such as temperature, humidity, power, flood, smoke, airflow and room entry. 本文介绍酒店IT如何使用IT机房环境监测系统(EMS)来自动化警示温度、湿度、电力、水患、烟雾、气流和机房入口等重要环境状态。 Scope This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Introduction The 3 primary functional components of IT environment monitoring solution are monitoring, alerts and automatic response. Just discovering a threatening condition or problem is not enough. IT managers need to be notified in real-time. Where appropriate, automatic responses should shut down servers and important hardware; transfer processing; start or stop applications. IT环境监测解决方案的三个主要功能部件是监控、报警和自动响应。仅仅能够发现危险的情况或者问题是不够的，IT经理必须能够被及时通知。在适当情况下，自动响应关闭服务器和重要硬件；转移处理；启动或停止应用程序。 Each server room is differently in their environment monitoring needs and potential risks. Applying a "one solution fits all" approach obviously is not appropriate. What seems to work best for IT managers is an approach of using a combination of different solutions to meet the current IT monitoring needs. As the data center environment and needs change over time and with new equipment, IT managers flexibility to move monitoring hardware and sensors around in order to use them more effectively. - 38 - IHG Greater China IT Standard Operating Procedure 每个服务器机房对环境监测的需要以及潜在的风险都是不同的。应用“一个解决方案适用于所有情况”的做法显然是不恰当的。对于IT经理最好的工作方式是结合多个不同的解决方案，以满足目前的IT监测需求。当数据中心的环境和需求随着时间推移和新设备的出现而变化时，IT经理灵活改变监测硬件和传感器，以便更有效地使用它们。 Server Room Temperature Monitoring 机房温度监控 It is generally recommended that temperature inside a rack not to exceed 23°C or 73° F. 一般情况下，服务器机柜内的温度建议不超过23摄氏度或73华氏度。 Sensors are best located in the server racks rather than in the room as ambient temperature will rise at a slower pace compared to the temperature in the rack. As hot air rises compared to cold air, it is recommended to put the sensor on the hottest spot of the rack. 由于机房的环境温度比机柜的温度上升慢，传感器最好放置在服务器机柜上而不是在机房其他位置。热空气与冷空气相遇会上升，推荐将传感器放在机柜内温度最高的位置。 Server Room Humidity Monitoring 机房湿度监控 Relative Humidity (rH) is server rooms should be around 55% with a +/- 5% margin. 服务器机房的相对湿度(rH)应当在55%上下5%的范围内。 High humidity and rapid temperature drops result in condensation that can occur on any surface. Water can condense on the inside of IT equipment and cause rust or dust & dirt being deposited. This poses a great risk to the components and as a result to the availability of the equipment. 高湿度和迅速降温将导致冷凝。IT设备内部的冷凝水会造成生锈或灰尘的累积。这对这些设备的正常使用构成了极大的风险。 Low relative humidity (as of 35% rH) has the danger of causing electrostatic discharge (ESD). ESD is caused by static charges resulting from people movement, charges on furniture etc... These charges are mostly not noticeable but when discharged to or in proximity of IT equipment, they can cause severe damage to the equipment. 低相对湿度(如35%相对湿度)会导致静电放电(ESD)的危险。人员的移动会积累静电，从而对家具等物体进行静电放电。这些放电大多是不显着的，但放电时可能造成附近IT设备严重的破坏。 Another danger of low humidity is the break down of some plastics in equipment resulting in premature aging of it. 另一种低湿度的危险是导致设备由于塑料部分的过早老化而损坏。 To overcome the danger of low humidity, moisture regulation is often added to server room controlling systems to avoid too dry conditions in server rooms. 为了克服湿度低的危险，通常情况下，在机房控制系统中加入水分调节功能，以避免机房太干燥。 Server Room Environmental Monitoring System / Alarms 服务器机房环境监控报警系统 Environmental Monitoring System (EMS) is highly recommended to all IT Server Room. The - 39 - IHG Greater China IT Standard Operating Procedure EMS will 24x7 monitor the temperature, humidity of racks and server room by the sensors that placed in the key locations. The working status and various operating parameters of UPS and air-conditioning also can be monitored 24x7 by EMS. Once the anomalies detected, the EMS will alert immediately and act pre-defined response. 高度推荐在所有的服务器机房内使用环境监控系统。环境监控系统通过布置在关键位置的传感器24小时监控机柜及机房内的温度、湿度。UPS和空调设备的工作状态和各种运行参数也可以由环境监控系统进行24小时监控。一旦发现设备故障或者机房环境参数异常，系统立即发出报警，并根据预定义的设置进行自动响应。 The EMS will 24x7 video monitor the key area by the camera, and record digital video for review when necessary. 系统通过设置在重点区域的摄像头进行24小时视频监控，并且可数字录像供需要时调用。 The EMS works hand in hand with several systems such as Exchange Servers, SMS Gateway, GSM Modems or PABX to output alerts in case of faults in the temperatures, humidity, UPS malfunctions or switchovers and security risks. 环境监控系统与一些系统协调工作如邮件服务器、短消息网关、手机调制解调器或者程控交换机等，可以在温度湿度异常、UPS发生故障或切换时以及存在安全隐患时发出警报。 - 40 - IHG Greater China IT Standard Operating Procedure 4. IT Security & Audit - Updated user lists / permissions Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Updated user lists / permissions Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To maintain an up to date user lists and permission for all system applications 维护并更新所有应用系统的用户名单和权限 Scope This applies to all Managed APAC Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Policy To ensure user lists and permissions are in line with the different department, position and tasks. To ensure correct user ids and user rights housekeeping of all systems applications. 确保用户名单和权限按照不同的部门、职位和任务进行设置。保证所有应用系统的用户名和用户权限的都正确。 Related Procedure 1. The IT Manager is responsible in maintaining the users list from the Active Directory where the users must be categorized and grouped into department. In this case the login script can properly set and configured based on users mapping of local servers needed, users’ folders, mapped drives for systems applications and mapping of network printers. IT经理负责维护一个由域活动目录产生并且根据部门分组归类的用户名单。这样可以正确设置登陆脚本来配置基于用户的服务器映射、用户目录、应用系统所需的驱动器映射和网络打印机映射。 2. The IT Manager is responsible in maintaining the user list from all systems applications. - 41 - IHG Greater China IT Standard Operating Procedure The users must have their own user rights and permissions from different systems applications available in the hotel based from their tasks. IT经理负责维护所有应用系统的用户名单。用户必须根据其工作需要对各个应用系统拥有自己的权限。 3. The IT manager should be constantly liaising with the Human Resources Department for any employee movements, resignations and new employees in order to keep the user list and permissions up to date. IT经理应当与人力资源部保持联系，得到员工调动、辞职和新进员工的信息，以便及时更新用户名单和权限。 4. The IT manager should review user lists and permission for all systems on a regular basis. Refer to “Chapter IT Routines Lists - Review user accounts and access rights”, the proposed review frequency is once a quarter. IT经理需要定期检查所有系统的用户清单和权限。请参考第章IT Routines Lists检查所有系统的用户及权限，建议每季度检查一次。 - 42 - IHG Greater China IT Standard Operating Procedure - IT Screensavers / Idle Passwords Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT Screensavers / Idle Passwords Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To prevent a static image being burned into the monitor screen when a computer is idle and to ensure screensaver with idle password will trigger after 900 seconds to secure a user computer in unauthorized usage. 为了避免长时间显示某一静态画面而烧毁显示器屏幕，电脑闲置900秒钟后需要触发带有密码的屏幕保护程序，同时也确保用户的电脑不被未经授权而使用。 Scope This applies to all Managed APAC Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedures To use the 'password protected screensaver' system-wide, Domain Active Directory is need to up and running. It should be available system-wide and that includes all employees. 在整个酒店中全部使用“带有密码的屏幕保护程序”，需要启动和运行域活动目录，并且此活动目录对所有员工的电脑都有效。 A GPO (Group Policy Object) is needed to create in Active Directory (typically using Group Policy Management Console) and link it to an Active Directory node. Usually it should be linked to the domain in order that all employees will receive the policy. This will include executives, IT administrators, power users, etc. If hotel want to narrow the scope, the GPO should be linked to an organizational unit containing only the user accounts that will be affected. 需要在活动目录中创建一个组策略对象（通常使用组策略管理控制台）并且将其连接到活动目录中的某个节点。通常会把它连接到整个域上确保所有的用户都能收到此策略，包括高级管理人员、IT管理员、高级用户等等。如果酒店需要缩小范围，组策略对象可以连接在只包含需要生效用户的某个组织单元上。 - 43 - IHG Greater China IT Standard Operating Procedure After the GPO is linked, the node of the "User Configuration|Administrative Templates|Control Panel|Display" should be configured the following policies: 组策略对象连接后，节点“用户配置->管理模板->控制面板->显示器”需要配置下面的策略： Policy Setting: • Screen Saver - Enabled 屏幕保护策略 - 激活 • Screen Saver executable name - Enabled 屏幕保护执行文件名称策略 - 激活 - Screen Saver executable name - (there is no know screensaver) 屏幕保护执行程序名称 - (请用实际使用的屏幕保护程序名称) • Password protect the screen saver - Enabled 密码保护策略 - 激活 • Screen Saver timeout - Enabled 屏幕保护超时激活 - 激活 - Number of seconds to wait to enable the Screen Saver - Seconds: 900 等待屏幕保护程序激活时间 - 900 （秒） - 44 - IHG Greater China IT Standard Operating Procedure Screen Saver - Enables desktop screen savers. 屏幕保护 - 是否激活屏幕保护程序。 Screen Saver executable name - Specifies the screen saver for the user’s desktop. 屏幕保护执行程序名 - 指定用户桌面运行的屏幕保护程序。 Password protect the screen saver - Determines whether screen savers used on the computer are password protected. If this policy is enabled, all screen savers are password protected. If this policy is disabled, password protection cannot be set on any screen saver. 确定电脑使用的屏幕保护是否带有密码。如果此策略被激活，所有的屏幕保护都将带有密码。如果此策略被禁止，所有的屏幕保护都不能设置密码。 This policy also disables the Password protected check box on the Screen Saver tab in Display in Control Panel, preventing users from changing the password protection setting. If this policy is not configured, users can choose whether or not to set password protection on each screen saver. 此策略也将禁用在用户电脑控制面板->显示器->屏幕保护上的“密码保护”选择框，以防止用户更改密码保护设置。如果此策略没有配置，用户可以自己选择是否需要给屏幕保护设置密码。 Screen Saver timeout - Specifies how much user idle time must elapse before the screen saver is launched. 屏幕保护超时激活 - 指定电脑空闲多少时间后激活屏幕保护程序。 - 45 - IHG Greater China IT Standard Operating Procedure - Internet Usage Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Internet Usage Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To gain access on internet for the purpose of business communications, research and updates on related matters that will be beneficial to the management and hotel business. 获得互联网访问用于商业通讯、研究和更新有关事项将有利于酒店管理和业务。 Scope This applies to all Managed APAC Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 This policy applies to all hotel employees, contractors, vendors, and any other users authorized to access the Internet via the hotel internal administrant network. 本政策适用于酒店的全部员工、承包商、供应商和其他任何得到通过酒店内部管理网络访问互联网授权的用户。 This policy does not apply to the users who access the internet via the guest network. 本政策不适用于通过客用网络访问互联网的用户。 Policy 1. Internet access is reserved for those who have a demonstrable business need for such access. With the exception of electronic mail, the users need to access to the Internet must be approved in advance by the relevant department head. 互联网访问专供有明确业务需求的用户使用。除了电子邮件之外，用户需要访问互联网必须由有关的部门负责人提前批准。 2. Hotel information should not be sent over the Internet unless it has first been appropriately secured by approved methods. 酒店的信息不能发送到互联网上除非已经得到适当的批准。 - 46 - IHG Greater China IT Standard Operating Procedure 3. All software and files downloaded from the Internet (or any other public network) must be scanned with anti-virus software prior to the software being run or files opened. Please refer to chapter “ Software License Compliance - Internet Downloads”. 所有从互联网或者其他公共网络下载的软件和文件都必须在运行或打开前由防病毒软件进行扫描。请参考第章“软件版权兼容-互联网下载”。 Related Procedures 1. IT personnel should be configuring and link authorized users to the internet for easy access. 酒店IT员工应当配置和连接授权用户到互联网，以方便用户的访问。 2. IT department should conduct training and familiarization to authorized internet users in using the browser utilities such as Internet Explorer. IT部门应该组织培训，使互联网授权用户熟悉浏览器工具的使用，比如Internet Explorer. 3. All authorized users surfing the web and other internet activities should be automatically logged and reviewed by IT manager to make sure the efficiency of the usage of the internet. 所有授权用户的网上冲浪或者其他上网活动应当被自动记录，IT经理检查记录以保证互联网使用的效率。 4. Personal usage of internet access is strictly prohibited unless there is a written request approval from the department head. 出于个人原因使用互联网是严格禁止的，除非得到部门负责人的书面批准。 5. All files being downloaded through the internet should be scanned by concerned user to verify the file is completely Virus-Free. 所有从互联网下载的文件需要由用户检查确认此文件是没有病毒的。 6. If authorized users doubted to have in any case on their internet activities that a suspected virus arises from their monitor, the user should immediately inform the IT department for assistance and quickly eliminate any viruses that would want to penetrate our hotel network. 如果授权用户怀疑在上网过程中从屏幕上得到疑似病毒的提示，应当立即通知IT部门请求帮助，以快速清除病毒保护酒店网络。 - 47 - IHG Greater China IT Standard Operating Procedure - IT USB/CD/DVD Lockout Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: IT USB/CD/DVD Lock out Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective To secure all USB ports, CD burners or DVD burners from all hotel workstations from unauthorized copying of hotel files via USB flash disks, CD, DVD and external hard disk storages. This also touches the safety of the hotel network in being infected from viruses that are brought from users home computers to the hotel workstations. 保护所有酒店电脑的所有USB端口、CD和DVD刻录机以避免酒店文档未经授权就被复制到被U盘、CD和DVD、或者移动硬盘上。这也可以避免酒店电脑被用户从家庭电脑带来的病毒感染，保护酒店网络的安全。 Scope This applies to all Managed APAC Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Policy By means of protecting the hotels’ and individuals’ information assets from the risk presented by the unauthorized use of plug & play driver-ready storage-capable devices, such as USB flash disks, CD, DVD and external hard disk storages. 避免酒店和个人的信息资产风险，确保信息资产不被即插即用的存储设备未经授权而复制使用。 Related Procedures 1. All USB Ports, CD/DVD burners will be securely locked by the IT department to prevent users from copying confidential hotel files. 所有的USB端口、CD和DVD刻录机需要有IT部门安全锁定以避免用户复制酒店的机密文档。 2. Any users who wish to copy files should seek assistance from IT department to copy the files to the USB flash disks, CD, DVD and external hard disk storages. 任何用户需要复制文件应到IT部门，由IT部门协助将复制到USB闪存盘、CD、DVD和外部硬盘存储器。 - 48 - IHG Greater China IT Standard Operating Procedure 3. Any files being copied to a user USB flash disk, CD, DVD and external hard disk storages should be recorded and the list should be maintained in the IT department for future reference. 所有被复制到用户USB闪存盘、CD、DVD和外部硬盘存储器的文件应当被记录，记录清单应保存在IT部门，以供日后参考。 4. Any work related external files from USB flash disks, CD, DVD and external hard disk storages needed to be copied in the user workstation should be liaised with the IT department for manual copying. 所有需要从外部USB闪存盘、CD、DVD和外部硬盘存储器复制到用户工作站的工作文件，应交由IT部门进行手工复制。 5. Any files being copied from a user USB flash disk, CD, DVD and external hard disk storages should be recorded and the list should be maintained in the IT department for future reference. 所有从用户USB闪存盘、CD、DVD和外部硬盘存储器的复制过来的文件应当被记录，记录清单应保存在IT部门，以供日后参考。 6. All users that are allowed to use USB flash disks, CDs, DVDs and other storage devices should ensure that they are properly scanned by using anti-virus software. 用户需要使用USB闪存盘、CD/DVD光盘或者其他移动存储设备必须确保这些设备被防病毒软件正确检查过。 - 49 - IHG Greater China IT Standard Operating Procedure -Server Room Fire Protection/Alarms/Sensors/Temperature/Humidity/EMS Department: P&P#: Information BEST PRACTICES Technology <Hotel logo> Subject: Date: Server Room Fire Protection/Alarms/ Sensors/Temperature/Humidity/EMS Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: INTRODUCTION IT managers understand this vulnerability and maintain comprehensive plans for disaster prevention and recovery. Fire is one of the most common disasters to strike corporate data assets, but it is also the most preventable. The trick is to detect a fire event quickly and accurately and then contain and suppress (extinguish) the fire as quickly as possible, minimizing collateral damage to IT resources in the process. IT经理了解火灾等灾害的危害性并且保持全面的灾害预防和恢复计划。火灾是一种最常见的灾害，导致企业数据资产损失，但它也是最容易预防的。诀窍是快速、准确地探测火灾事件，然后以最快速度遏制和制止（熄灭）失火，尽量减少对IT资源的损害。 FIRE DETECTION Detection is the first step in any fire protection scheme: Early warning of a fire event allows the maximum amount of time for personnel to act or evacuate the area before fire suppression systems take effect. There are numerous techniques used to sense the presence of fire, usually relying on thermal (heat) or ion/optical (smoke) detection to trigger an alarm condition. Detectors are becoming increasingly sensitive in order to detect fire earlier in the event and are integrating more "intelligence" to reduce false alarms. 在任何防火计划的第一步是检测：对火警事件的早期预警将在灭火系统工作前给人员留下最大可能的时间来采取行动或者撤离该区。有许多技术用于对火灾出现的感应，通常依靠热或离子/光学（烟雾）探测触发报警。探测器正变得越来越敏感，以便早期发现火灾的事件，并正在综合更多的“智能” ，以减少错误警报。 In this case smoke detectors in the ceiling and underneath the raised flooring are the ideal location for smoke/fire detectors. 在通常情况下，放置烟雾/火警探测器的理想场所是天花板和活动地板下面。 FIRE CONTAINMENT - 50 - IHG Greater China IT Standard Operating Procedure When fire does break out, computer equipment and important corporate records are in immediate jeopardy. Even when direct flame is some distance away, records, media, and equipment are at risk from heat and smoke. Most conventional buildings do not offer any special protections for records or hardware, leaving IT resources open to the ravages of fire. However, new buildings and facilities intended to house IT resources are incorporating fire-protective vaults or fireproof modular vaults. 当火灾突发时，计算机设备和重要企业数据立即处于危险之中。即使是位于离直接火焰有一些距离的档案、媒体和设备也将处于热量和烟雾的危险之中。大多数常规的建筑不提供任对档案或硬件的特殊保护，IT资源将直接面对火灾的破坏。但是，新的建筑物和设施有防火或者耐火房间可以保护内部IT资源。 It is highly recommended that your backup tapes or any other terabyte storage boxes shall be kept in fireproof vaults or off-site. 强烈建议备份磁带或其他存储介质保存在防火房间内或者送到酒店外部保存。 FIRE SUPPRESORS Traditionally, fire suppression systems employed arrays of water sprinklers that would douse a fire (and surrounding areas). Water may be a sound solution for large physical areas such as warehouses, but it is entirely inappropriate for computer equipment. A water spray can irreparably damage hardware more quickly than encroaching smoke or heat. Gas suppression systems use a gas such as Halon to starve the fire of oxygen, though Halon leaves residue, depletes the ozone layer, and can injure nearby personnel. Today's gas suppression systems employ a variety of alternative substances free from the disadvantages of Halon. 通常情况下，灭火系统使用水喷淋头阵列对火灾附近区域喷水。对于大型区域如仓库等的地方的火灾来说，水是一个很好的解决方案，但它是完全不合适用于处理计算机设备的火灾。喷水会比火灾的烟雾和热量更快地彻底破坏硬件。气体灭火系统如哈龙气体，可以使氧气与火灾格式从而灭火。但是哈龙的残留物会损害大气臭氧层，并且对附近的人体有伤害。现今的气体灭火系统已经使用了多种的哈龙气体的替代物，来避免其的各种缺点。 Suppressor agents such as ECARO-25 (), this deploys HFC-125 (DuPont FE-25) as the extinguishing agent, providing a clean fire suppression chemical that is safe for people, equipment, and the environment (zero ozone depleting chemicals). Colorless and odorless, the gas is safe for both occupied and unoccupied spaces, leaving no residue for cleanup. 灭火器如ECARO - 25（），其部署五氟乙烷（HFC-125,杜邦FE-25）作为灭火剂，提供干净的灭火的化学物质。它一种无色、无味的气体，对人体、设备和环境（零臭氧）都无害，没有残留物。 Or alternatively, FM-200®, a trusted choice in waterless fire suppression, is now a member of the DuPont family of clean agent fire extinguishants. 另外一种值得信任的无水灭火器是FM-200®，现在是杜邦清洁灭火器家族的一员。 FM-200® fire suppressant can be safely used where people are present. FM-200®灭火器可以在有人的环境安全使用。 - 51 - IHG Greater China IT Standard Operating Procedure Server Room Temperature Monitoring 机房温度监控 Ambient temperature in a server room is typically the temperature that is being focused on. However one must realize that temperature in the room can be very different from the temperature in a server rack. 通常在服务器机房内关注的温度重点是环境温度。但是必须认识到，在同一个机房的不同服务器机柜内的温度可能有很大的差异。 It is generally recommended that temperature inside a rack is not to exceed 23°C or 73° F. 一般情况下，服务器机柜内的温度建议不超过23摄氏度或73华氏度。 Sensors are best located in the server racks rather than in the room as ambient temperature will rise at a slower pace compared to the temperature in the rack. As hot air rises compared to cold air, it is recommended to put the sensor on the hottest spot of the rack. 由于机房的环境温度比机柜的温度上升慢，传感器最好放置在服务器机柜上而不是在机房其他位置。热空气与冷空气相遇会上升，推荐将传感器放在机柜内温度最高的位置。 Server Room Humidity Monitoring 机房湿度监控 Most people understand the need for having temperature sensors in a server room but the dangers of humidity are less known. 大多数人都理解在机房内温度监控的重要性，但是不知道湿度对机房也有危险。 High relative humidity may cause condensate. Water can condense on the inside of IT equipment and cause rust or dust & dirt being deposited. This poses a great risk to the components and as a result to the availability of the equipment. 过高的相对湿度可能会导致冷凝。IT设备内部的冷凝水会造成生锈或灰尘的累积。这对这些设备的正常使用构成了极大的风险。 Low relative humidity (as of 35% rH) has the danger of causing electrostatic discharge (ESD). ESD is caused by static charges resulting from people movement, charges on furniture etc... These charges are mostly not noticeable but when discharged to or in proximity of IT equipment, they can cause severe damage to the equipment. 过低的相对湿度(如35%相对湿度)会导致静电放电(ESD)的危险。人员的移动会积累静电，从而对家具等物体进行静电放电。这些放电大多是不显著的，但放电时可能造成附近IT设备严重的破坏。 Another danger of low humidity is the break down of some plastics in equipment resulting in premature aging of it. 另一种低湿度的危险是导致设备由于塑料部分的过早老化而损坏。 To overcome the danger of low humidity, moisture regulation is often added to server room controlling systems to avoid too dry conditions in server rooms. 为了克服湿度低的危险，通常情况下，在机房控制系统中加入水分调节功能，以避免机房太干燥。 Relative Humidity (rH) is server rooms should be around 55% with a +/- 5% margin. - 52 - IHG Greater China IT Standard Operating Procedure 服务器机房的相对湿度(rH)应当在55%上下5%的范围内。 Server Room Environmental Monitoring System / Alarms 服务器机房环境监控报警系统 Environmental Monitoring System (EMS) is highly recommended to all IT Server Room. The EMS will monitor the temperature, humidity and other import environmental status of racks and server room. The main UPS also can be monitored 24x7 by EMS. EMS works hand in hand with several systems such as Exchange Servers, SMS Gateway or GSM Modems to output alerts and to automatic response in case of faults in the temperatures, humidity and UPS malfunctions or switchovers. 高度推荐在所有的服务器机房内使用环境监控系统。环境监控系统监控机柜及机房内的温度和湿度和其他重要的环境状态。主UPS也可以被环境监控系统进行24x7的监控。环境监控系统与一些系统协调工作如邮件服务器、短消息网关或者手机调制解调器，可以在温度、湿度异常以及UPS发生故障或切换时发出警报并且自动相应。 - 53 - IHG Greater China IT Standard Operating Procedure - Server Room Fire Hazards / Combustible Materials Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: Server Room Fire Hazards / Combustible Materials Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Policy The IT server room shall be clear with fire hazards and combustible materials that might cause fire and destruction of the IT server room. IT机房必须清除火灾隐患和可能引起机房火灾或者破坏的易燃物品。 Scope This applies to all Managed APAC Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Related Procedures Under no circumstances should any devices or equipment which require access by a large user group, . a fax machine or photocopier, be located in a server room. Again combustible materials such as printer paper should not be stored in a server room. Examples below: 在任何情况下都不应该将大量用户需要使用的装置或设备，如传真机或复印机，放在服务器机房内。此外可燃材料如打印纸等也不应该保存在服务器机房内。材料例举如下： Books, paper, cardboard, system manuals, carpets, blinds/curtains, desks, plastic chairs, bags, waste bins, trash, rubbish, spare cables, used boxes, unused computers. 书籍、纸张、纸板、系统手册、地毯、挡板/窗帘、桌椅、塑料椅子、包装袋、垃圾箱、废纸篓、垃圾、备用电缆、旧盒子、不使用的计算机等等。 Areas within a building that contain ignition sources should not have combustible materials stored or present within these areas. Stored materials can include cardboard boxes etc, chemical or paint storage. Areas that contain ignition sources include electrical switchboards, electrical outlets, extension cables and UPS batteries storage. 建筑物存在火源的区域不能够存有可燃材料。可燃材料可以包括纸板箱、化学品或油漆等。存有 - 54 - IHG Greater China IT Standard Operating Procedure 火源的区域包括电器开关、电源插座、延长电缆和UPS电池储藏库等。 - 55 - IHG Greater China IT Standard Operating Procedure - Server Room Fire Extinguishers Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: Server Room Fire Extinguishers Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: INTRODUCTION A fire extinguisher is an active fire protection device used to extinguish or control small fires, often in emergency situations. It is not intended for use on an out-of-control fire, such as one which has reached the ceiling, endangers the user (. no escape route, smoke, explosion hazard, etc.), or otherwise requires the expertise of a fire department. Typically, a fire extinguisher consists of a hand-held cylindrical pressure vessel containing an agent which can be discharged to extinguish a fire. 在紧急情况下，灭火器适用于扑灭或者控制小火的有效防火设备。它不适用于已经失控的火灾，比如已经燃烧到天花板、危及人身（如退路被切断、烟雾、爆炸危险等等）以及其他需要消防部门专业处理的火灾。通常情况下，灭火器是一个能够喷洒灭火剂的手持圆形压力容器。 There are two main types of fire extinguishers: Stored pressure and generated pressure: In stored pressure units, the expellant is stored in the same chamber as the firefighting agent itself. Depending on the agent used, different propellants are used. With dry chemical extinguishers, nitrogen is typically used; water and foam are pressurized with air. Stored pressures are the most common types of fire extinguishers. Cartridge-operated extinguishers, contain the expellant gas in a separate cartridge that is punctured prior to discharge, exposing the propellant to the agent. These types are not as common, used primarily in areas such as industrial facilities, where they receive higher-than-average use. They have the advantage of simple and prompt recharge, allowing an operator to discharge the extinguisher, recharge it, and return to the fire in an reasonable amount of time. Unlike stored pressure types, these extinguishers utilize compressed carbon dioxide instead of nitrogen, although nitrogen cartridges are used on low temperature (-60 rated) models. 有两种型号的灭火器：储存压力或者产生压力。在存储压力的型号中，发射药剂和灭火药剂保存在同一个容器内。针对不同的灭火药剂使用不同的发射药剂。干粉灭火器通常使用氮气；水和泡沫灭火器通常使用压缩空气。存储压力的灭火器是最常见的类型。产生压力灭火器包含独立存储 - 56 - IHG Greater China IT Standard Operating Procedure 的推进气体，在灭火器使用前刺破将发射药剂推进入灭火药剂。这种类型不常见，通常使用于有更高要求的工业生产设备等环境。他们有简单和再装填方面的优势，用户可以在短时间内灭火、重新装填灭火药剂、再灭火。不同于存储压力灭火器，这些灭火器在低温下（零下60度）使用氮气，平时利用压缩的二氧化碳来取代氮气。 FIRE EXTINGUISHERS Dry Powder Fire extinguishers should not be used around energized systems because after the “cloud of powder” starts burning, the dry powder releases water vapor that will potentially damage any electronic equipment. Dry chemicals are rated for Class A, B and C Fires. 干粉灭火器不能用于通电的系统，因为当粉末开始燃烧时，干粉释放的水蒸汽可能会损坏电子设备。干粉用于A级、B级和C级火灾。 C02 Fire extinguishers doesn’t conduct electricity but even though they are rated B and C fire, they will still leave some sticky residues that may be damaging to electrical appliances such as a server, computer or network devices. 二氧化碳灭火器不用于电子设备即便在B级和C级火灾的情况下。他们仍然会留下一些对服务器、计算机或网络设备可能造成损害的粘性残留物。 FM200 is typically used in place of halon (1301, 2402, and 1211) not as a handheld fire extinguisher; you will see those more often on a boat than in any data center as a hand held fire suppressor. FM200 is also more expensive compared to CO2 but it is safer to breathe than halon. FM200灭火器一般用于不使用哈龙（1301，2402和1211）手持灭火器的地方；通常作为数据中心的手机灭火器。 FM200灭火器比二氧化碳灭火器昂贵，但它比哈龙气体更安全。 - 57 - IHG Greater China IT Standard Operating Procedure - IT Fire and Evacuation – Sample Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: IT Fire and Evacuation – Sample Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective In case of fire it is necessary to salvage and secure important data of the Hotel system data, user files, tape backups and finally shutting down the main power line feed to the computer room. 在火警发生时，挽救和保护重要的酒店系统的数据、用户的文件、磁带备份，并且关闭电脑机房主机电源是非常必要的。。 Scope This applies to all Managed APAC Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 Definitions Determine which LEVEL is the fire from OPERATOR or COMMAND POST. 确定从总机或者防火指挥部发送过来的火灾等级。 LEVEL 1 = EVACUATION ASAP 第一级 = 立即疏散 LEVEL 2 = MAJOR FIRE & NO RISK IN THE COMPUTER ROOM 第二级 = 重大火警但是不会危及到电脑机房 LEVEL 3 = MINOR FIRE & NO EVACUATION NEEDED 第三级 = 轻微火警，不需要疏散 Related Procedures Once the emergency fire alarm sounded off: 一旦紧急火警警报响起： LEVEL 2 & 3 Scenarios: 二级火警和三级火警程序： - 58 - IHG Greater China IT Standard Operating Procedure - Double check and assure location and status from the command post, operator or by telephone. 仔细检查和确认从消防指挥部或者总机用电话传来的火情位置和状态。 - Retrieve one set backup tapes (contains complete hotel data) and secure in the IT Emergency Bag. 将一套包含完整酒店数据的备份磁带安全放入IT紧急袋内。 y Location: SERVER ROOM 地点：服务器机房 - Shutdown all servers. Retrieve and disassemble the quick release hard disks from Opera PMS Server/POS Server and secure in the IT Emergency Bag. 将所有服务器关机。快速将Opera PMS服务器和POS服务器的硬盘拆卸下来并且放入IT紧急袋内。 y Location: SERVER ROOM 地点：服务器机房 - Lock and secure computer room and IT manager office doors. 安全锁住电脑机房和IT经理办公室的门。 - If LEVEL 2 and need to evacuate, after securing everything in the IT Emergency BAG proceed carefully to the nearest EMERGENCY EXIT DOOR and locate the assembly point. 如果第二级火警需要疏散，安全保存好IT紧急袋中的所有东西后，小心地从最近的安全出口前往集合点。 - If LEVEL 3, after securing everything, place the IT Emergency BAG to the nearest accessible area of the computer room and be vigilant of the status of the fire. 如果是三级火警，安全保存好所有的东西后，将IT紧急袋放置在最靠近电脑机房的安全区域，并且警惕观察火情的最新状态。 LEVEL 1 Scenario: 一级火警程序： - Retrieve one set backup tapes (contains complete hotel data) and server hot pluggable hard drives from the servers and secure them in the IT Emergency Bag. 将一套包含完整酒店数据的备份磁带并且拔出服务器热的插拔硬盘放入IT紧急袋内。 y Location: SERVER ROOM 地点：服务器机房 - CUT-OFF (Toggle switch) of the main power line feed to the ups and main PABX. 关闭向UPS和主程控交换机供电的电源开关。 y Location: SERVER ROOM (UPS ROOM) 地点：服务器机房(或者UPS房间) - Proceed immediately to the nearest emergency exit door and join the assembly point. 立即从最近的紧急出口疏散到集合点。 - 59 - IHG Greater China IT Standard Operating Procedure - IT Emergency Service Recovery Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT Emergency Service Recovery Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: PREFACE This document has been prepared as an official document guideline for the hotels. It is to be followed in the case where the computer systems in the hotel needs to be shutdown due to a planned or unplanned emergency and how to bring the systems back on-line once the emergency is over. It contains the following information. 本文是酒店的正式指导文档。适用于酒店由于计划或者非计划的紧急情况下关系电脑系统后，当紧急情况结束时如何将系统恢复正常。它包含以下内容。 • Disasters and Backup Plans – to understand clearly the difference of several factors of disasters that can occur in the IT server room. 灾难和恢复计划 – 清楚理解可能发生在IT服务器机房内的灾难事故的几个不同因素。 • Checklist on Planned/Unplanned Downtime – detailed procedure in dealing with critical downtimes. 计划和非计划停机时的检查清单 – 处理紧急停机时的详细操作程序。 • Power Outage – to understand how to deal with power outage in the server room and in the front office. 停电 – 了解如何处理在服务器机房和前厅部门的停电事故。 • Preventions – overview on preventing such disasters and how it can be tackled. 预防 – 综述避免灾难事故以及如何处理。 • IT Room Preventive Measures – dealing with Fire Preventions, Temperature and Humidity, Data Security and IT Room Emergency Power Supply. IT机房预防措施 – 涉及防火、温度和湿度控制、数据安全和IT机房应急供电。 - 60 - IHG Greater China IT Standard Operating Procedure • Recovery Procedures – deals on how to do recovery when such disaster occurred. 恢复程序 – 涉及灾难事故发生后如何恢复。 • Current Vendor Names and Contacts – includes Emergency Telephone Numbers. 当前供应商的名称和联系方式 – 包含紧急电话号码。 • Emergency Notifications – who to contact when there is an emergency. 紧急通知 – 当紧急情况发生时的联系人。 INDEX Preface 序言………………………………………………………………………………………… Index 索引……………………………………………………………………………………………. Disasters and Backup Plans 灾难和备份计划…………………………………………… • Scheduled Downtime 计划停机 • Unscheduled Downtime 非计划停机 ™ Server Failure 服务器失效 ™ Power Failure 电源失效 ™ Disk Crashes 磁盘失效 ™ Computer Room Damage 服务器机房损坏 ™ Catastrophic Disaster 灾难事故 Example of System Overview 系统综述实例…………………………………………… Example Checklist on PLANNED/UNPLANNED System Downtime 计划和非计划停系统停机检查清单实例 …………………………………………………… • Example procedures to Shutdown and Start-Up of Servers 停机与启动服务器程序实例 ™ OPERA Servers Opera PMS服务器 ™ Other Servers 其他服务器 • Checklist for Unplanned Downtime 非计划停机检查清单 ™ Hazardous Emergencies 危险紧急情况 ™ Non-Hazardous Emergencies 非危险紧急情况 Power Outage 停电…………………………………………………….…………………… • IT Server Room outage IT服务器机房停电 ™ Server Room Power Failure 服务器机房电源失效 ™ Power Restored procedures 电源恢复程序 • Planned/Unplanned Front Office outage 计划/非计划前台停电 Preventions 预防.…………………………………………………………………………… • Preventive Measures (IT Server Room) 预防措施（IT服务器机房） ™ Fire Prevention 防火 ™ Temperature & Humidity Controls 温度与湿度控制 ™ Data Security 数据安全 ™ Power Supply 电源供电 Example of Data Recovery 数据恢复实例……………………..…………………………… • Recovery Procedures in IT Server Room IT服务器机房的恢复程序 Examples of Emergency Contact Numbers 紧急联系号码实例………………………… - 61 - IHG Greater China IT Standard Operating Procedure • Emergency Notifications 紧急通知 • Vendor Contact Numbers 供应商联系号码 DISASTERS AND BACKUP PLANS There would be several disasters that leads to system downtimes and that can arise in a server room unexpectedly. These are namely: 有一些事故会意外发生在服务器机房并且导致系统停机。也就是： _ Scheduled Downtime 计划停机 _ Unscheduled Downtime: 非计划停机 v Server Failure 服务器失效 v Power Failure 电源失效 v Disk Crashes 磁盘失效 v Computer Room Damage 电脑机房损坏 v Catastrophic Disaster 灾难事故 1. Scheduled Downtime 计划停机 It is deemed to be a scheduled or planned downtime wherein users are well informed of schedules and timings of system shutdowns. 有计划和安排的停机，用户完全了解系统停机的计划和时间。 2. Unscheduled Downtime 非计划停机 ™ Server Failure 服务器失效 This type of downtime is due to hardware or software failure. This will instantly disable the usage of this server and instantly disconnects users connected to a particular server. Depending on the severity, the system will be down until a replacement part can be installed or otherwise the software and the Operating System can be restored the quickest way possible. 本类型的停机时由于硬件或者软件故障引起的。发生此类事故应当立刻停止对此服务器的使用并且立刻断开用户到此服务器的连接。根据不同的情况，在最快速度地更换零件或者恢复应用软件或者操作系统后，系统将可以恢复。 ™ Power Failure 电源失效 This particular type of downtime is supported mainly by the main UPS System Backup batteries until the backup supply generator kicks in. It usually takes few seconds for the generator to kick in. If the generator fails to kick in, the main UPS battery supply can power up the IT Server Room for an average of 50 to 60 minutes (based on tests conducted regularly). In any other cases that if generator fails to supply power beyond the 50 to 60 minutes, then procedures below should be followed: 当电源失效时，将由主UPS系统的备用电池供电，直至备用发电机工作。通常发电机工作只需要几秒钟的时间。如果发电机不能工作，主UPS电池通常可以给IT服务器机房50-60分钟（基于定期进行的UPS放电测试）。如果在此50-60分钟内发电机依旧不能正常工作，请遵循下列程序操作： o IT department will be informing respective departments on the power - 62 - IHG Greater China IT Standard Operating Procedure failure situation and will advise users to quickly finish and save any jobs and shutdown all workstations. IT部门立刻通知相关部门停电情况，并且建议所有的用户快速完成并且保存当前的工作后关闭所有的工作站。 o After all users are logged-off, downtime procedure should commence in the IT server room. Interface PCs should be signed-off and shutdown. 当所有的用户都退出系统后，在服务器机房内实行停机程序. 将所有的接口电脑退出系统并且关机。 o Opera servers and POS server should commence downtime procedures, file servers, Delphi server and other servers should follow. Opera PMS服务器和POS服务器实施停机程序，然后是文件服务器、Delphi服务器和其他服务器等。 o In the event of a prolonged downtime, the Business Continuity Plan for major systems like Opera and POS should commenced (Please refer to chapter - Business Continuity Plan for PMS System and - Business Continuity Plan for POS System). 在较长的停机时间里，实施主要系统如Opera和POS系统的业务延续性计划（请参阅 - Business Continuity Plan for PMS System和 - Business Continuity Plan for POS System） ™ Disk Crashes 磁盘失效 Since all servers are configured as RAID and consist of multi physical hard disks, once experienced the disk crash, physical disk drive will indicate a red light indicating that the disk is deemed unusable. The affected server is still usable and no minor glitch of performance and interruption should be experienced by the user. IT should exchange the backup hard disk immediately and log request to supplier (. HP, Dell, etc) to one exchange of the unusable hard disk. 所有的服务器都使用多个物理硬盘组成RAID冗余磁盘阵列，一旦有磁盘失效，物理硬盘驱动器将显示红灯表示磁盘已经不能使用。受影响的服务器仍然可以工作，对于用户不会有中断或者性能方面的影响。IT应当立刻换上备用硬盘，并且报告供应商（如HP, Dell等）更换失效的硬盘。 ™ Computer Room Damage 服务器机房损坏 In the event of a damaged IT server room due to unforeseen events such as fire, short circuits, server damages and collapsed racks, IT department should seek a location wherein to transfer temporarily all major systems, equipments, devices, routers and firewalls to keep the operations up and running. Business Continuity Plan should commence prior to the movement of hardware and network equipment. Any server or other hardware damages can be replaced under warranty by your certified vendors immediately and restoration of all server and software images should commence once all servers are relocated and up and running. Limited network access should be communicated to all users and only major systems will be prioritized to be up and running. 当IT服务器机房发生火灾、短路、服务器损坏、机架崩塌等意外情况遭到损坏 - 63 - IHG Greater China IT Standard Operating Procedure 时，IT部门应当将主要系统、装置、设备、路由器和防火墙等转移到一个临时的位置以保证正常运营。在转移之前应当启用业务延续性计划。损坏的服务器和其他硬件应当立刻通知供应商进行更换并且导入服务器镜像，确保搬迁完成后，所有的服务器可以正常启动和工作。通知所有的用户只能进行有限的网络访问，优先用于主要系统的启动和运行。 ™ Catastrophic Disaster 灾难事故 In this event of a catastrophe or fortuitous events, IT server room will not be functional at all cost. If the hotel deemed to be functional, then it is time to rebuild to IT server room or have it hosted outside the hotel. Recovery procedures then should commence. 发生意外灾难事故时，IT服务器机房完全不能工作。如果酒店需要继续运营，应当在酒店外部按照恢复程序重建IT服务器机房。 Examples of Systems Overview This example of the systems overview lets IT identify quickly all the hardware/servers involved in your emergency service recovery procedures. 本系统综述实例可以帮助IT在紧急恢复程序中快速识别所有的硬件/服务器。 Below are the systems/hardware installed in InterContinental Singapore: 下面是安装在InterContinental Singapore的系统和硬件： _ Total Servers – 27 _ Total Usernames – 143 _ Total Workstations Computers - 112 _ Total MICROSOFT WINDOWS XP PRO Users – 103 _ Total MICROSOFT WINDOWS 2000 Users – 9 _ MICROSOFT EXCHANGE 2003 – 1 _ MICROSOFT EXCHANGE 2003 – 110 _ MICROSOFT EXCHANGE 2000 – 100 _ MICROSOFT SQL Server 2000 – 1 _ MICROSOFT SQL 2000 CAL License – 30 _ MICROSOFT Windows 2000 Svr – 5 _ MICROSOFT Windows 2000 Svr CAL License – 130 Servers/Operating Systems _ MICROSOFT Windows 2003 Enterpriser Svr R2 – 2_ MICROSOFT Windows 2003 Svr R2 Std Edition – 6_ MICROSOFT Windows 2003 Server Std Edition – 7 _ MICROSOFT Windows 2003 CAL License - 140 _ MICROSOFT Terminal Server CAL (Citrix) – 15 _ MICROSOFT VISIO 2003 – 1 _ MICROSOFT PROJECT 2003 – 1 _ MICROSOFT OFFICE 2003 Professional – 44 _ MICROSOFT OFFICE 2003 Standard – 56 - 64 - IHG Greater China IT Standard Operating Procedure _ Primary/Secondary Domain Controllers _ Active Directories _ 3COM managed Core Switches NETWORK _ 6 Core Fiber Optic Cabling _ CAT5e/Cat6 UTP Cablings _ CISCO Managed Switches _ CISCO Pix Firewalls _ CISCO Routers _ BlueCoat Proxy Servers _ MSA 30 & MSA 500 Storage Servers _ Ultrium Tape Library BACKUP STRATEGY _ THECUS ND500 External Black box _ SEAGATE External Storages _ VERITAS Backup Software _ Acronis Trueimage Server/Workstation Anti-Virus _ McAfee E-Policy Orchestrator _ McAfee Anti-Virus Enterprise _ SINHBFILE01 Server FILE SERVERS _ SINHBFILE02 Server _ HP ML370 G2 KEYCARD SYSTEM _ VINGCARD System _ VINGCARD VISION PMS SYSTEM _ OPERA e00008 _ MICROS 9700 POS _ PABX Meridian INTERFACES _ PABX Voicemail _ Internet via Inter-touch _ FCS Call Accounting System _ DVOD Suite TV System ACCOUNTING SYSTEM _ SUN SYSTEM _ VISION for SUNSYSTEM - 65 - IHG Greater China IT Standard Operating Procedure _ MICROS 9700 POS POINT OF SALES _ NetVuPOINT Reporting System _ Workstation 4 _ FIDELIO Food & Beverage _ FIDELIO General Store BACK OFFICE/INVENTORY _ FIDELIO Operating Equipment _ R&R Reporting Software _ Marketboomer SALE & CATERING _ DELPHI SYSTEM _ Optimum Settings II _ PAYMASTER/STAFFMASTER PAYROLL _ E-LEAVE MODULE _ CITRIX SERVER, hosting Payroll for HI Parkview and Crowne Plaza Changi Engineering/HSKPG Work Orders_ ESCAP SYSTEM _ ESCAP Communication Pack Concierge _ CONCIERGE Assistant Software IN-Room Entertainment _ Inter-touch DVOD InfoSuiteTV System MAIN PABX _ Northern Telecom Meridian 1 MAIN UPS _ MGE Galaxy 3000 15kVa _ MGE Comet S3 10Kva PROXY SERVER _ BlueCoat Systems SG400 _ BlueCoat Systems Reporter _ MFUSION Signage Board – 11 signage boards E-SIGNAGE _ MFUSION Exchange Rates System SMS/ALERTS _ TALARIA X SMS Server _ GSM Modem - 66 - IHG Greater China IT Standard Operating Procedure FAX SYSTEMS _ INNOFAX SYSTEM _ APEOS System Converter SMTP RELAY _ MICROSOFT EXCHANGE 2003 SERVER _ STARHUB SMTP POST _ OPENTEXT LIVELINK ECM Enterprise Server DOCUMENT MANAGER _ CANON MFC COPIERS _ CANON Multifunction Copier Machines – 6 Central Reservations System _ HOLIDEX Example Checklists for PLANNED/UNPLANNED System Downtime This example of checklists for unplanned and planned system downtime let IT enumerate the sequence, locations and procedures for each server: Servers shown are from InterContinental Singapore: 本计划和非计划停机检查清单列举每个服务器的顺序、位置和操作程序。下列服务器清单来自InterContinental Singapore. EXAMPLE PROCEDURES TO SHUTDOWN AND START-UP SERVERS 关闭和启动服务器操作程序示例 In the event of a planned system shutdown of various servers, below are the details of the shutdown procedures: 下列是计划停机时，关闭不同服务器的详细操作程序： Go to the 2 console panels located inside the IT manager office. 来到位于IT经理办公室的两个控制台前。 - 67 - IHG Greater China IT Standard Operating Procedure On the keyboard, press “SCROLL LOCK” twice to activate KVM Switch selector for a server and enter the ADMIN user and password. Select specific server by pressing the DOWN ARROW key and press ENTER. Below are the 2 selections from the 2 consoles: 在键盘上按两次“SCROLL LOCK”键激活KVM切换器，输入管理帐号名和密码。使用下箭头键和回车键选择指定的服务器。下面是两个控制器的选择界面： For OPERA SERVERS Shutdown and Start-up procedures, strictly follow below procedures for Clustered environment Opera with Oracle Fail Safe configuration. Opera服务器的关机和开机程序，必须严格遵守使用Oracle Fail Safe配置的Opera集群环境的操作程序。 IC Singapore Opera servers are configured as clustered or fail safe strategies. Procedure of shutting down the Opera Server has few required steps before actually commencing the shutdown of the hardware server. IC新加坡的Opera服务器采用了fail safe策略的集群模式。在Opera服务器关机程序中，在实际关闭服务器硬件前需要先完成一些必要的步骤。 - 68 - IHG Greater China IT Standard Operating Procedure In the event of OPERA server abnormal shutdown or hanged, the following RESTART procedures should be taken: 当Opera服务器死机或者非正常关闭时，应当使用以下重启服务器程序： _ Close all INTERFACES by going to the MAIN LEFT CONSOLE and trigger double scroll lock and select the first INTERFACE which is PABX / FCS, close all interface programs and proceed to the next interface which is the MICROS, close micros interface and proceed to the last interface which is the INTERTOUCH and close all programs. 使用左侧的主控制台关闭所有的接口电脑：双击“scroll lock”键，选择第一个PABX/FCS 接口电脑，关闭所有的接口程序；然后打开第二个Micros POS接口电脑，关闭接口程序；打开最后一个Intertouch接口电脑关闭所有的程序。 _ Go to SINHBOPERA1 Server and open Oracle Fail Safe Manager. Go to Groups and locate SINHBOPERAWEB and right click and invoke TAKE OFFLINE command. After few seconds and successfully offline, highlight the SINHBOPERADB and invoke TAKE OFFLINE until successful. 打开”SINHBOPERA1”服务器上的”Oracle Fail Safe Manager”软件，找到群组里面的”SINHBOPERAWEB”然后右击鼠标调用”TAKE OFFLINE”命令。当几秒钟显示离线成功后，点击”SINGHBOPERADB”并且调用“TAKE OFFLINE”直至离线成功。 _ RESTART SINHBOPERA1, SINHBOPERA2 and SINHBOPERAAPP Servers. 重新启动SINHBOPERA1, SINHBOPERA2和SINHBOPERAAPP服务器。 _ Once the 3 servers are up, go to Oracle Fail Safe Manager and go to Groups and locate SINHBOPERADB and invoke PLACE ONLINE, after online successful, invoke PLACE ONLINE on the SINHBOPERAWEB. 当三台服务器重新启动后，进入”Oracle Fail Safe Manager”程序，在群组中找到”SINHBOPERADB”并且调用”PLACE ONLINE”，成功上线后，找到”SINHBOPERAWEB”并且选择”PLACE ONLINE”上线。 _ Go to WINDOWS SERVICES and locate the OPERA Interface for HOLIDEX and double check if the status is STARTED, else restart the “Opera interface for Holidex” service. 前往”WINDOWS SERVICES”找到”Opera Interface for Holidex”服务，仔细检查此服务已经启动，否则重新启动“Opera Interface for Holidex”服务。 _ Then go to all the interface PCs and launch all the Interface programs by double clicking the respective ICONS on the desktop. Each Interface programs should be then followed by a DATABASE SWAP to push all the unposted transactions that were queued during the restart of the servers. 然后前往所有的接口电脑，点击桌面的相应的图标启动所有的接口程序。每个接口程序启动后都需要进行数据交换将重启服务器期间未能够传输的项目重新传输。 _ After the SERVERS / INTERFACES / HOLIDEX SERVICE are up and running, go to OPERA UTILITIES and go to PROCESSORS and view the FORECAST PROCESSORS / BUSINESS EVENT PROCESSORS and the FO ACT PROCESSORS and make sure their STATUS is RUNNING else click the STOP and START button to restart the processors. 当服务器/接口电脑/Holidex服务都启动和正常运行后，打开”Opera Utilities”程序，进 - 69 - IHG Greater China IT Standard Operating Procedure 入”Processors”界面，查看Forecast进程、Business Event进程和FO ACT进程，确保它们的状态时“运行”，否则点击”STOP”再点击”START”按钮重新启动进程。 _ Next is go to OXI, make sure the Database Schema is pointed to OXI, login and go to START / STOP Process and make sure the Process Type DOWNLOAD / FILE EXPORT / UPLOAD status are RUNNING else click the STOP and START button to restart the HOLIDEX Interfaces. 然后打开OXI程序，确保数据库模式指向”OXI”，登录进入”启动/结束进程”界面，确保下载/文件导出/上传进程的状态是”运行”，否则点击”STOP”再点击”START”按钮重新启动Holidex接口进程。 _ Final Step is to go to OPERA CONFIGURATION again and go to SYNCHRONIZE UTILITIES and initiate a synchronize Inventory and key in the DATE TODAY ONLY. 最后一步是前往”OPERA CONFIGURATION”进入”SYNCHRONIZE UTILITIES”界面，启动库存同步并且输入当前的日期。 _ Inform REVENUE MANAGER to check the RESERVATIONS COMPARISON under the OXI schema and make sure to balance out the bookings in OPERA versus HOLIDEX. 通知Revenue经理，检查OXI下的预订对比，确保Opera中的订房和Holidex上的一致。 For OTHER SERVERS, shutdown is all the same as shutting down a workstation, by doing to the START – SHUTDOWN – OK procedure. The difference is IT has to aware on the connectivity of each server to files servers and the main core network switches. Start-up procedures for the other servers are basically switching on all the servers provided you have to make sure on the following: 对于其他服务器，关闭的程序与关闭工作站的相同，在”开始”菜单中选择”关机”并且按下”确定”按钮。区别是IT必须知道每个服务器到文件服务器和主核心交换机的连接。启动服务器时，接通服务器后需要按照下列步骤检查： _ Check network devices on each server and make sure the entire network ICONS are ENABLED. 检查每个服务器的网络设备，确保所有的网络图标是激活的。 _ Conduct PING command to check all the servers are connected to the Primary and Secondary DOMAIN CONTROLLER or the Active Directory servers/DNS Servers/WINS Server. 使用”PING”命令来检查所有的服务器已经能够连接到主域和备域服务器或者其他活动目录/DNS/WINS服务器。 _ Conduct tests on following systems 进行下列系统测试: o Relaying of ESCAP System to the SMS Server, VOICE Guides and DIALOGIC Cards are up and running. ESCAP系统到SMS服务器转播正常，语音提示和语音卡启动并且正常运行。 o Conduct ESCAP manual synchronization 进行ESCAP手工同步 o Relaying of OPERA confirmation email to hotel email relay server 转发Opera确认邮件至酒店email转发服务器 o Relaying of FCS to all interfaces FCS所有的接口通讯 - 70 - IHG Greater China IT Standard Operating Procedure o Check condition and job requests on backup server 检查备份服务器的状态和任务的请求 o Other system checks 其他的系统检查 ** EXAMPLE CHECKLIST FOR UNPLANNED DOWNTIME 非计划停机检查清单 During a disaster or an emergency such as FIRE, FLOOD or etc, and attempt to vacate the IT offices premises, IT personnel needs only to take out the backup tape set that contains all the data including the database of all systems, user files and image of all servers. 当发生火灾、水灾等紧急灾难，IT办公室需要撤离时，IT员工只需要拿出一套保存有完整数据（包括所有系统的数据库、用户文件和所有服务器和接口电脑的镜像文件等）的备份磁带。 Categorized for two emergency events: 分两类紧急情况： Hazardous Emergencies (Fire, Bomb Threat etc.): 危险紧急情况（火灾、炸弹恐吓等）： In the case of a hazardous emergency (. Fire, Bomb Threat etc) where there is no time to normally shutdown the systems and data has to be secured out of the Hotel, the following plan is to be implemented. 在危险紧急情况（如火灾、炸弹恐吓等）没有时间进行正常地关闭系统，也不能将数据安全带出酒店时，实施下列计划： _ Power down servers, interfaces and network equipment as much as you can 尽可能地关闭服务器、接口电脑、网络设备的电源。 _ Shutdown main breakers located near the IT room. 关闭IT机房附件的主电源断路器。 _ Retrieve and take one full backup tape set and secure them with the anti-static bags provided. 将一套备份磁带放入防静电包。 _ Secure the IT Server Room and IT Office and vacate to a safe area. 锁好IT服务器机房和IT办公室并且撤离到安全区域。 Non-Hazardous Emergencies: 非危险紧急情况： In this case a non-hazardous emergency situation and IT department is needed to vacate the building and premises. The following plan is to be implemented: 当非危险紧急情况发生IT部门需要撤离时，实施下列计划： _ Retrieve and take the backup tape set and secure them with the anti-static bags provided. 将一套备份磁带放入防静电包。 _ Secure the IT Server Room and MIS Office and vacate to a safe area. 锁好IT服务器机房和IT办公室并且撤离到安全区域 _ Observe the SMS alerts coming from the main UPS, air conditioning unit and other - 71 - IHG Greater China IT Standard Operating Procedure alerts from servers via SMS. 观察从主UPS、空调系统和其他服务器发出的报警短消息。 POWER OUTAGE IT SERVER ROOM POWER OUTAGE IT服务器机房停电 In the event of IT server room power outage due to unforeseen events in UPS malfunctions, fire or emergency source not available, secondary UPS from every single rack will be available for a very short time which is enough to power down the servers before the emergency UPS runs out. The following are to be done in case restoration of live power will be more than 3 to 4 hours: 当IT服务器机房由于主UPS系统发生不可预料的故障、火情并且紧急电源不能使用而停电时，在每个机架上的第二级UPS（紧急UPS）将会工作一段比较短但是足够关闭所有服务器的时间。当电源在3-4个小时内不能恢复时，请实施下列操作： _ IT will be monitoring the time value before the emergency UPS runs out of life. IT监控紧急UPS的剩余工作时间。 _ IT will be shutting down unnecessary Monitors and devices that will prolong the battery life of the emergency UPS. IT关闭不必要的显示器和设备以延长紧急UPS的电池工作时间。 _ IT will be informing the general manager / front office / duty managers that there will be a prolonged system downtime. Duty managers will be responsible in giving the out the word for every other department and outlets. IT通知总经理/前厅部/值班经理将会有长时间的系统停机。值班经理负责将通知发给其他的每个部门和营业网点。 _ IT will be informing the front office to do downtime reports as well as with the outlets. And prepare them to activate the Business Continuity Plans for Opera and MICROS. IT将通知前厅部和其他营业网点打印停机报告。并且通知他们准备实施Opera PMS和POS系统的业务延续性计划。 _ IT will be informing the instant service that the interfaces will shutdown and they have to do a manual check-in and check out of the telephone lines in all the rooms using PABX consoles. IT通知服务中心所有的接口将会停机，服务中心必须在程控交换机控制台上手工进行开关电话线的工作。 _ IT will be informing instant service to monitor all calls made from the Call Accounting system as well as the wake up calls and do the necessary logging in the PABX console. IT通知服务中心监控电话计费系统电脑上显示的所有通话记录已经叫醒电话记录，并且在程控交换机控制台上做必要的操作。 _ IT will be performing correct shutdown procedures for all the servers and interfaces followed by the network switches, hubs, routers and other security appliances. IT将按照关机程序关闭所有的服务器和接口电脑，然后关闭所有的网络交换机、路由器等网络设备。 - 72 - IHG Greater China IT Standard Operating Procedure _ IT will be monitoring the progress of the power outage and informing the general manager / duty manager the status of the power outage. IT监控停电情况的进展，并且将最新状况通知总经理/值班经理。 POWER RESTORED 电力恢复： _ IT will be commencing the Power UP Procedures of the network switches, hubs, routers, networking devices and make sure the LAN networks is up and running. IT按照开机程序打开所有的网络交换机、路由器等网络设备，确保局域网启动和运行正常。 _ IT will be commencing Power UP procedures for OPERA Servers, followed by the interfaces. IT按照开机程序启动Opera服务器，然后启动接口电脑。 _ IT will be informing general manager / duty managers that the PMS System is up and running and they can resume normal operations. IT通知总经理/值班经理酒店管理系统已经启动运行。前台可恢复正常操作。 _ IT will be commencing Power UP Procedures to every servers and make sure the operations is back to normal. IT按照开机程序打开所有的服务器，并且确保相关操作回复正常。 _ IT will be logging in the power outage time, faults and solutions for the power outage to preserve the downtime history. IT记录停电时间、故障原因和解决方案，保存停电历史记录。 PLANNED/UNPLANNED FRONT OFFICE OUTAGE 计划/非计划前厅部停电 In this case of FO Power Outage, Business Continuity Plan for OPERA should be activated, please refers to chapter - Business Continuity Plan for PMS System: 当前厅部停电时，将实施Opera PMS的业务延续性计划。请参考章Opera PMS业务延续性计划。 PREVENTIONS The best prevention in the contingency planning of any operations is there should be some preventive measures or counter measures in placed in case of a real disaster. Business Continuity Planning should be exercised annually and diligently carried out within the IT department and relevant departments involved. 所有操作的事故预防规划中的最好的预防是准备好对真正事故的预防措施和对策。业务延续性计划应当在IT部门和其他相关部门内每年坚持不断练习。 The impact of crisis then will be much minimized and accuracy of operation will still be greater. 这样危机的影响将会大大地降低，依旧可以正常稳定地进行运作。 PREVENTIVE MEASURES – IT Server Room 预防措施 – IT 服务器机房 - 73 - IHG Greater China IT Standard Operating Procedure _ FIRE PREVENTION 防火 o Make sure no FIRE HAZARDS are in the main server room such as boxes, cartons, stack of paper, old computers, cables and etc. 确保在主服务器机房没有火灾隐患，如盒子、纸箱、纸堆、旧电脑、电缆等。 o Smoke detectors are installed on the ceiling and are connected to the main fire alarm system of the hotel. 在天花板上安装烟感报警器并且连接到酒店的主火警系统。 o Fire Extinguishers are place inside the server room. 在服务器机房内放置灭火器。 _ TEMPERATURE & HUMIDITY CONTROLS 温度和湿度控制 o Temperature control and humidity controls are connected to the Main Air Condition System located inside the server room. Digital readouts and auto resetting features are in effect to maintain the humidity and temperature set to cool the server room. 温度控制和湿度控制器连接到服务器机房内的主空调系统，根据读出的数据自动调整温度和湿度。 o Installation of an Environment Monitoring System is a must to fully monitor any faulty conditions and the EMS should be linked to an SMS server that will message alert any faults to Engineering, Duty Manager, IT Manager and Operators. 安装的环境监控系统必须完全监控所有的故障情况，并且连接到短消息服务器上将事故报警消息发送给工程部、值班经理、IT经理和总机。 _ DATA SECURITY 数据安全 o Offsite backup and other redundancy backup is recommended to fully assure the security of all data files, server images and other user files. It is always recommended that the IT department should be commencing and exercise on backup and recovery to make sure your backup system and your backup devices are fully reliable. 推荐对所有数据文件、服务器镜像和其他用户文件进行完全地异地备份和其他冗余备份。IT部门应当实施备份和恢复的测试以确保所有的备份系统和备份设备完全可靠。 _ POWER SUPPLY 供电 o MAIN and secondary UPS batteries should regularly be tested for reliability. To maintain the UPS integrity, MAIN UPS should be tested at least twice a year and log the power retention or the capability to power up the IT Server Room in terms of minutes or hours. This should be logged in the UPS Integrity Tests logbook. 主UPS和备用UPS的电池应当定期进行可靠性测试。为了维持UPS的可靠性，主UPS至少每年测试两次，记录电池工作或者对IT服务器机房内的设备供电能够支持的时间（小时和分钟）。这些测试应当被记录在UPS可靠性测试记录本上。 - 74 - IHG Greater China IT Standard Operating Procedure EXAMPLE OF DATA RECOVERY EXAMPLE RECOVERY PROCEDURES 恢复实例 DATA RECOVERY 数据恢复: In an emergency such as fire, flood or etc, and attempt to vacate the IT offices premises, IT personnel needs only to take out the one full backup tape set that contains all the data including the database of all systems, user files and image of all servers and interfaces. 当发生火灾、水灾等紧急情况IT部门需要撤离时，IT员工需要带出一套所有数据备份磁带，其数据包括数据库、用户文件以及所有服务器和接口的镜像文件。 Recovery work should be done immediately when IT server room is restored back to normal. If servers, network cores, UPS, electricity are in normal condition then initiate check routines to each servers and double check all network connectivity, links, routers links to carriers and providers. 当IT服务器房恢复正常时应当立刻进行数据恢复工作。如果服务器、网络核心、UPS和电力供应处于正常状态，那么启动检查程序检查每个服务器，并且检查所有的网络连接、链接、路由器到运营商和供应商的连接。 Else, if servers, network core, UPS, electricity are deemed fail, then recovery on a stage by stage should commence. 否则，如果服务器、网络核心、UPS和电力供应受到损害，应当开始逐步恢复。 _ Communicate with Engineering for the restoration of electricity in the server room. 联系工程部恢复服务器机房的电力供应。 _ Communicate to UPS supplier for the restoration of the main UPS and other UPS. 联系UPS供应商恢复主UPS和其他UPS。 _ Conduct integrity checks on all servers, interface servers, network core, cablings, secondary UPS, links and racks, routers and firewalls. 组织对所有服务器、接口、网络核心、电缆、二级UPS、连接以及机柜、路由器和防火墙的完整性检测。 _ Communicate to supplier for the restoration of the main PCU air-conditioning unit. 联系供应商恢复空调系统主电源控制模块。 _ Communicate to main hardware vendor for immediate replacement of servers, network devices, cablings and routers. 立刻联系主要硬件供应商更换服务器、网络设备、电缆和路由器等。 _ Communicate with supplier for the restoration and replacement of routers to restore internet connectivity. 联系供应商恢复和更换路由器以恢复英特网连接。 _ Initiate tape restoration on servers and interfaces image restoration. (this will - 75 - IHG Greater China IT Standard Operating Procedure restore all the systems applications and the data that is last backed up) 开始用磁带恢复所有服务器和接口电脑的镜像。(这将恢复所有的系统应用软件和最后备份的数据) _ Initiate tape restoration on FILESERVERS for users’ data. 开始用磁带恢复文件服务器上的所有用户数据。 _ Communicate with various vendors of Systems Application to do secondary checks on all systems. 通知所有系统的不同供应商对系统进行进一步的检查。 _ If everything is up and running, conduct system live checks and monitor users for ay possible technical issues that will arise in the restoration of all databases and files. 如果一切正常运行，进行系统的现场检查并同时监测用户在恢复所有的数据库和文件过程中可能出现的技术问题。 EXAMPLES OF EMERGENCY CONTACT NUMBERS Below is an example of Emergency Notification lists and vendor contact numbers to be updated and maintained all the time in case of such disaster arises. Having these contact and notification list available in an easy to find place will most likely help IT communicate much faster and easier when a real disaster will take place in your IT Server Room. 下面是一个始终保持更新的在灾难事故时使用的紧急通知清单和供应商联系号码实例。有了这些保存在一个容易找到位置的联系号码和通知清单，当IT服务器机房发生灾难事故时，可以帮助IT快速方便地进行通讯。 EMERGENCY NOTIFICATIONS 紧急通知: IT Department Names and schedules IT部门员工和时间表: IT Manager – (Name) Office: 1234-5678 / Mobile: 9876-5432 IT Assistant – (Name) Office: 1234-5678 / Mobile: 9876-5432 IT Staff – (Name) Office: 1234-5678 / Mobile: 9876-5432 IT department is providing a 12 hour on-site technical support in week days and will be available again on a 24 hour on-calls on critical systems application problems. IT部门在工作日提供12小时的到场技术支持，对于关键系统问题提供24小时电话待命。 Operational Problems 操作问题: In case of system breakdowns and other major technical issues, please call any of the IT department personnel. 当发生系统崩溃或者其他重大技术问题时，请联系IT部门的任意一个员工。 If major system problems are identified, IT personnel will be liaising with vendors for technical support and will be informing the duty manager on the progress. - 76 - IHG Greater China IT Standard Operating Procedure 一旦重大系统问题被确认，IT员工将立刻与供应商技术支持保持联络，并将相关进展通知值班经理。 During major and critical shutdowns, IT will be notifying the following personnel and department in order: 在主要和关键系统停运时，IT将按顺序通知下列人员和部门。 OPERA: _ Duty Manager _ Front Office _ Instant Service _ Accounts / Income Auditor _ All Outlet Managers _ Reservations _ Sales & Marketing _ Executive Office MICROS _ Duty Manager _ All Outlet Managers _ Front Office _ Instant Service _ F&B Office _ Accounts / Income Auditor _ Executive Office - 77 - IHG Greater China IT Standard Operating Procedure EXAMPLES OF VENDORS CONTACT NUMBERS 供应商联系号码实例 GREATER CHINA MAJOR VENDORS CONTACT INFO: SYSTEM Specifications Sales Contact Shiji Beijing – Office: +86 10 5192 2101 OPERA Hotline: 13311585702 MICROS Hotline:13911707806 Opera PMS (for IC, CP, HI)Shiji Shanghai– Office: +86 21 3392 6600 PROPERTY MANAGEMENT SYSTEM OPERA Hotline: 13601740322 酒店管理系统 MICROS Hotline:13918185948 RSA hotel : Shanghai Helpdesk +86 21 2893 3333 Oasis Remote Access Model Oasis support: Office Hour:+86 755 2531 4240, +852 8200 5182 Fax: +86 755 2531 4241,+852 820(for Express) 0 5177/support@ For emergency issues: Wong Man +852 60930574 Support: +65 6838 6275 SALES & CATERING (Incl. Banqueting) Delphi Sales & Catering Shanghai Office: +86 21 2890 9999 宴会销售系统 Singapore Office: +65 6735 5988 Opera Sales & Catering Shiji, Refer to above Hu Hong Xi 胡宏希 Moreton Bay Technology INVENTORY / PURCHASING CheckEAM Mobile:138 8611 7509 采购及库存管理系统 Email:@ Shiji PICC Shiji, Refer to above SUN Accounting Shiji, Refer to above Office Hour: +86 21 5116 8988 - 183 Emergency Contact: FINANCE ACCOUNTING Mr. Jack Wan 1380 195 1596 Flex Accounting 财务系统 @ Mr. Nelson Shi 1381 894 7969 @ Shiji Accounting Shiji, Refer to above POINT OF SALE (POS) Micros POS Shiji, Refer to above 餐饮管理系统 Infrasys POS ENGINEERING MANAGEMENT 工程维修管理系统 ESCAP Jason/Zane Knight: +61 7 3368 3300 GUEST RAPID RESPONSE 客人服务快速响应系统 CALL ACCOUNTING SYSTEM Support: +86 21 5835 3669 FCS Winsuite 电话计费系统 Hotline: 138 1751 1754 Inter-Touch 800 988 1222 HSIA (High Speed Internet Access) For Hotel IT: 400 670 7016 高速因特网服务系统 Amtium For Guest (Only for Platinum 5-star Service): 800 820 7015 - 78 - IHG Greater China IT Standard Operating Procedure - Software License Compliance Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: Software License Compliance Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: All Department and Department Heads Objective To be able to preserve LICENSED SOFTWARES which is required by IHG IT Audit Standards and such companies like Microsoft and other vendors. 按照洲际集团IT审计标准及微软等其它软件公司的要求保证软件版权。 Scope The scope of this policy includes all personnel who use computer software on any company computer. 本政策的范围包括所有在公司电脑上使用公司软件的人员。 Definition OEM Software OEM Software means that the software is sold only with a certain piece of hardware and/or the software manufacturer provides no technical support. OEM软件是指随某种硬件一起销售并且/或者软件制造商不提供技术支持的软件。 FREEWARE Freeware is software offered free of charge。 Freeware是指免费软件。 SHAREWARE Shareware is software that is distributed free on a trial basis with the understanding that the user may need or want to pay for it later. Shareware是指免费派发的有一定试用期限的软件，用户可在此期限内决定是否正式使用和/购买此软件。 - 79 - IHG Greater China IT Standard Operating Procedure Policy 1. All computer software operated by the hotel should be licensed. 酒店所使用的电脑软件必须得到的授权。 2. No unauthorized software is to be brought in hotel premises and installed in PCs without the prior approval of the IT Manager. 没有IT经理的事先批准不应许购买和安装软件。 3. Making copies of hotel LICENSED SOFTWARE is strictly prohibited. 严格禁止复制酒店购买的软件 4. Any software utilities to be used by users shall notify the IT Department first for any assessments and compatibility with existing Operating System and Network protocols. 使用任何软件工具使用前都必须先通知IT部门来评估与现有操作系统和网络协议的兼容性。 5. IT personnel use inventory software that can track if software is installed to any of the workstations. IT 员工使用软件管理工具来管理安装在所有电脑上的软件。 6. Only software that complies with IHG IT standards should be purchased and installed. 酒店只能采购和安装符合洲际标准的软件。 Related Procedure Software Acquisition 软件申请 If user requires loading software onto workstation, a request form must be issued and approved by user department head, IT and DOFBS. If the software is not currently in the library a new license will be purchased. Once delivered to IT manager the media will be checked for viruses and the license will be added to the library. The software will be added to the Asset Database against the specific user. The software will then be identified to the audit tool and loaded to the user’s workstation by a member of the IT department. 如果用户需要在电脑上安装软件，必须填写申请表并且由用户部门经理、IT和财务总监批准。如果该软件没有库存，则需要购买此软件的授权。当收到新软件时，IT检查安装介质是否有病毒，并且将软件的授权加入库存中。此软件将在资产记录中注明由该用户使用。该软件将被审计工具软件识别，并且由IT员工安装到用户的电脑上。 Software Movement 软件移动 In the event of employee relocations the relevant department manager must inform the IT department to ascertain whether new software will be required, old software can be re-distributed and the new locations of employee, hardware and software for the asset registration. 当员工有调动时相关的部门经理必须通知IT来确定是否需要安装新软件。当前适用的软件可以重新分配给新来的员工，重新登记硬件和软件等资产。 - 80 - IHG Greater China IT Standard Operating Procedure Software Disposal 软件报废 Once a computer is deemed ready for disposal all software will be removed and the licenses will be re-used or stored for future use (OEM software will be disposed of with the computer as these licenses are non-transferable). 当电脑准备报废时，所有的软件必须删除。软件授权可以重新分配给用户使用或者保存起来以备今后所需。(OEM软件必须随电脑一起报废，因为其授权是不能被转移的) Evaluation Software / Shareware / Freeware 测试版软件/共享软件/免费软件 Where a user has a valid business requirement for a piece of shareware or freeware they will use the standard software acquisition procedure. Upon the appropriate management agreements, the software will be obtained and loaded to the user’s workstation. 如果用户有正当的业务经营需要一个共享或者免费软件。他们必须使用标准的软件申请程序。经过管理层批准后，软件可以在用户的电脑上安装。 If this software requires deletion or licensing after a trial period, the user is responsible to determine whether he or she wishes to retain the use of the software past the end of this period. If the software is to be retained the usual acquisition procedures will be followed. If it is not required the software should be uninstalled. 如果软件在一定的试用期后需要删除或者购买授权，用户负责决定在试用期结束后是否继续适用此软件。如果软件需要被保留，请遵循软件申请程序进行处理。如果不需要保留，软件将被完整卸载。 An important note on Freeware: Although some software is advertised as available free of charge this often applies to personal/home use only. Professional or commercial use of the same software will usually carry a license cost. Installation of software onto a company computer by definition means that it is professional/commercial use rather than personal use. 免费软件的重要提示：一些软件的免费版本通过发布广告来支持免费只限于个人/家庭使用，同样软件的专业/商业版本通常需要购买授权。在公司的电脑上安装此类软件意味着需要专业/商业版本。 Internet Downloads 互联网下载 If a user has a valid and approved reason for a piece of software available on the internet, he will inform the IT Department using the acquisition procedures. The IT Department will then check the licensing requirements for the software, where appropriate purchase a license, download the software and virus check the download, prior to delivery to the end user. 如果用户有正当的理由并且通过相关批准需要从互联网上得到一个软件，他安装软件申请程序通知IT部门进行处理。IT部门检查软件的授权需求，当合时的授权被购买后，下载软件并且检查病毒，然后为用户进行安装。 Auditing 审计 InterContinental Hotels Group may use auditing software to ascertain whether all of the software loaded is legal. The monthly audit is checked and reconciled with the software license library and all unauthorized software is deleted. The source of the unauthorized software will be ascertained by a full investigation and disciplinary action may be taken. 洲际酒店集团使用审计软件来确保所有安装的软件都是合法的。每月的审计检查并且更新软件授权库存，并且删除所有无授权的软件。无授权软件的来源必须被查清，根据实际情况可进行相关 - 81 - IHG Greater China IT Standard Operating Procedure 的惩罚处理。 Reference Documents N/A - 82 - IHG Greater China IT Standard Operating Procedure - IT Devices not Being Used / Confidential Documents to Be Destroyed 无用的IT设备和机密文档的销毁 Department: P&P#: Information BEST PRACTICES Technology <Hotel logo> Subject: Date: IT Devices not Being Used / Confidential Documents to Be Destroyed Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: POLICY Any IT devices, equipment, spare parts that are already deemed old and unusable must be properly disposed in a secured manner. And that the confidential data they hold is not released in an unauthorized or accidental way, particularly that relating to employees or guests. This includes storage media such as hard disk drives. 任何老化或者无用IT设备和备件都必须通过妥善的方法正确报废。避免加密数据尤其是关系到员工或客人的数据，在未经授权或者意外的情况下泄露。这些设备包括硬盘等存储介质。 Any IT documents such as manuals, invoices, purchase orders, guidelines, old printouts and etc..., should be properly disposed. 所有的IT文档，包括手册、发票、采购单、指导方针、旧的打印文档等等，必须被正确销毁。 SCOPE This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 IT DEVICES IT devices such as old desktops and laptops, hard disks, floppy disk, old media drives should be properly cleared beforehand before disposal. Hard disk data in old computers may contain sensitive data that might reveal confidential information about the hotel and the hotel guests. In order to secure possible sensitive data from old computers, it is highly recommended that the hard disk must be formatted and scrubbed before disposal. IT设备，如旧的台式机和笔记本电脑、硬盘、软盘、旧媒体驱动器应在报废前，事先清除所含的数据。在旧电脑硬盘上的数据可能包含有酒店和酒店客人的机密资料的敏感数据。为了确保从旧 - 83 - IHG Greater China IT Standard Operating Procedure 电脑清楚敏感数据，强烈建议必须进行硬盘格式化并且擦除所有数据后才能进行报废。 The IT department should be using software that can overwrite or format the entire disk. A check should also be carried out to ensure the drive has been properly overwritten and that the files created previously affirms that the data has been fully eradicated. IT部门应该使用可以覆写或格式化整个磁盘的软件并且同时进行检查，以确保驱动器已正确被地覆写，并且确认以前创建的文件数据已被完全消除。 Hard drives that are faulty or cannot be wiped of data should be physically impaired rendering the unit inoperable prior to recycling or disposal. 有故障无法抹去数据的硬盘驱动器应该在报废前进行物理破坏。 IT DOCUMENTS IT Documents such as IT Manuals, old invoices, old purchase orders and other old IT print outs should be properly destroyed or shredded. IT文档，如IT手册、旧发票、旧的采购单和其他旧的IT打印物应妥善销毁或切碎。 IT DISPOSAL LIST Any IT Devices or IT Documents that you are disposing should be recorded for the purpose of inventory comparisons and inventory checks from the hotel owners. The IT manager has the sole responsibility to create and maintain the IT DISPOSAL LIST. 所有需要报废的IT设备或文档报废时都需要被记录，以便于IT库存核对和酒店业主的库存检查。IT经理负责创建和维护IT报废清单。 - 84 - IHG Greater China IT Standard Operating Procedure - Protecting Files from Virus Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: Protecting Files from Virus Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: All Department and Department Heads OBJECTIVE: To maintain data file integrity of software and hardware servers’ top performance through protecting them from unwanted computer viruses, spy wares and unnecessary scripts which are widely spread over the Wide Area Network, World Wide Web and Emails. 保护数据文件不受通过广域网、万维网和电子邮件传播的有害电脑病毒、间谍软件和不必要的脚本命令的破坏，保证软件数据的完整性和服务器硬件的最佳性能。 DEFINITION: y Computer Virus 电脑病毒 A memory resident computer program strains that will cause severe damage and corruption to files, databases and boot sectors. Existence of virus will affect mainly the hardware causing hard disk failure and boot failures. 一种驻留在电脑内存中运行的程序，会导致文件、数据库和磁盘引导扇区的严重损坏和错误。电脑上存在病毒可能会影响主要硬件的工作，如硬盘失效和启动失败等。 y Anti Virus Software 防病毒软件 A program or system created to identify the existence of malicious computer viruses, spywares & adwares in memory, hard disks and other storage media. 一种用于识别和清除存在于电脑内存、硬盘或者其他存储介质上的恶意电脑病毒、间谍软件和广告软件等的程序或者系统。 y Network 网络 A group of computers interconnected to one another to allow sharing of computer resources and other functions of such peripherals and devices. 一组彼此互相连接共享电脑资源和其他外围设备和装置等的电脑。 RELATED PROCEDURES: 1. IT Department should ensure that anti-virus software shall be installed and updated at all - 85 - IHG Greater China IT Standard Operating Procedure times to all workstations (user computers), all servers and all IT devices and peripherals linked to the hotel local area network. IT部门应当确保所有的工作站（用户电脑）、服务器、IT设备和外设都安装防病毒软件并且正确升级。 2. It should be the sole responsibility of the user to scan and clean their respective workstations and computer files at all times. 用户负责扫描和清洁自己的工作站和电脑文件。 3. No other computer software or utility should be installed without the approval of the IT Manager. 没有IT经理的同意，不能安装其他的电脑软件或工具。 4. Computer games are definitely prohibited. 绝对禁止电脑游戏。 5. Lewd and adult picture files are strictly prohibited. 严格禁止使用淫秽和成人图片文件。 6. All computer users whose workstations are attached to the network are not encouraged using diskettes or thumb drives as a storage media for their data and files. Rather, it is recommended that data files should be saved in the personal folders and has the IT department do the backup and file storage. 所有使用联网电脑的用户不建议使用软盘或者U盘等其他存储介质来存储数据和文件。推荐将数据文件存储到个人文件夹内并且由IT部门进行备份和归档。 7. IT department should conduct a periodic virus scans of all the data volumes in all the servers and likewise all workstations should be checked on the spot especially those which are not connected to the network and all the workstations used in the business center as public computers. IT部门定期对服务器的所有数据磁盘进行病毒扫描，工作站定期进行检查尤其是没有连接在网络里面的工作站和商务中心做公用电脑的工作站。 PENALTY: It should be the responsibility of all computer users to protect the data integrity of their computers and peripherals. Any employee proven to be irresponsible should be subject for disciplinary action for damaging company property through gross negligence or threatening damaged company property either willfully or through negligence. 所有的电脑用户有责任保护他们的电脑和外围设备的数据的完整性。任何不负责任的员工由于故意或者过失的行为而造成公司财产损失必须受到惩戒。 - 86 - IHG Greater China IT Standard Operating Procedure - New User (username and password) Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: New User (username and password) Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support <hotel name> Distribution All Department and Department Heads List: OBJECTIVE: To enable file security and preserve individual rights and authorization, thereby protecting and securing computer system information from unauthorized users. 保证文件的安全性，给每个用户的独立地访问权限和授权，从而保护电脑系统信息的安全避免未经授权的访问。 SCOPE This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 RELATED PROCEDURES: 1. New computer users and existing users who will be accessing data and records in various systems implemented by the management should be required to fill up the user rights form. Meanwhile, authorized users who will be transferred to different tasks involving change of user rights and existing users who forgot their passwords should likewise be required to fill up the user rights form specifying that the user has an existing record profile and to prove that the user is an authorized user of the system. 需要访问各种系统数据和记录的新电脑用户和现有用户需要填写用户权限表。与此同时，调换职位需要更换系统权限的员工和忘记现有密码的员工也需要填写用户权限表，证明该用户是一个系统的授权用户，已经有了相应的配置记录。 2. Filled up user rights form should be completely sealed and confidential and will be forwarded to respective department head for approval before forwarding to the IT department. 填写好的用户权限表应该是完全密封和保密的，将被转发到相关部门负责人审批后再转发给IT部门。 - 87 - IHG Greater China IT Standard Operating Procedure 3. The IT manager / IT staff prior to creating, editing and deleting of the user profile should take note of the approved user rights form. IT经理/ IT员工在创建、编辑和删除用户配置文件之前，应该检查用户权限表已经得到正确的批准。 4. IT department should ensure that all the user rights form should be kept confidential and should be placed in a secure storage. IT部门应确保所有的用户权限表保密，并保存在一个安全的地方。 5. In case of employee movement or resignation, the respective department head has the responsibility to inform the IT department for proper maintenance of the user rights and profile. Alternatively on employee resignation, IT department should refer to the clearance form or the resignation list sent by HR to the IT department for proper adjustments and maintenance of the user. 在员工调动或者离职时，相应部门的负责人负责通知IT部门修改用户权限和配置文件。对于员工离职，IT部门应当根据人事部门发出的离职交接清单来正确调整或修改用户权限。 PENALTY: Individual computer user should be held responsible for his/her own user ID and password. Any employee found using other user IDs with or without the permission of the owner of the user ID should be subjected to disciplinary actions. Likewise, an employee proven to be responsible for lending his/her password to other colleagues should also be liable. 独立计算机的用户负责保管他/她自己的用户名和密码。任何员工如使发现使用他人的用化名和密码，无论是否则到此用户的许可，都将受到处分。同样，员工如果将自己的帐号密码借给他人使用，也将受到处分。 - 88 - IHG Greater China IT Standard Operating Procedure - Resignation of Employee Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: Resignation of Employee Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support <hotel name> Distribution All Department and Department Heads List: OBJECTIVE: To enable FILE SECURITY and preserve individual rights and authorization, thereby protecting and securing computer system information from unauthorized users. 保证文件的安全性，给每个用户的独立地访问权限和授权，从而保护电脑系统信息的安全避免未经授权的访问。 SCOPE This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 RELATED PROCEDURES: 1. In case of employee movement or resignation, the respective department head has the responsibility to inform the IT department for proper maintenance of the user rights and profile. 在员工调动或者离职时，相应部门的负责人负责通知IT部门正确修改用户权限和配置文件。 2. Resignation report is being sent by human resources to the IT manager every month for the latest resignations of employees to further check if the employees defined in various systems applications are still active. 人事部每个月将包含最新离职员工信息的离职报告发送给IT经理，以便进一步检查在各个系统中这些员工的信息是否已经被去除。 3. Clearance form is in place by the HR department and should be passing through the IT Manager and clear all access rights, personal folders, emails and permissions prior to signing the clearance form of the resigned staff. 人事部门在签发的离职员工交接清单前应该由IT经理签字确认此员工所有的系统权限、个人 - 89 - IHG Greater China IT Standard Operating Procedure 文件夹、电子邮件和访问许可已经被清除。 - 90 - IHG Greater China IT Standard Operating Procedure - IT Air-Conditioning & UPS – Sample Department: P&P#: Information BEST PRACTICES Technology <Hotel logo> Subject: Date: IT Air-Conditioning & UPS – Sample Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support <hotel name> Distribution All Department and Department Heads List: OBJECTIVE: The purpose of this automation is to send alerts and messages to designated personnel assigned to quickly respond in case there will be errors or faults with our main UPS systems and server room air-conditioning system during and after office hours. 指定本程序的目的是为了在UPS系统和服务器机房空调系统出现错误或者故障时，将报警信息自动发送给指定的人员以得到快速的响应。 SCOPE This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 RELATED PROCEDURES: 1. The main air-conditioning unit is housed inside the IT server room and it keeps the servers cool and in the right temperature and correct humidity. 安装在IT服务器机房内的主空调系统用于控制服务器的正确的工作温度和湿度。 2. In order for the main air-conditioning to work in order, the health and status should be monitored at all times, temperature and humidity controls are preset to keep the server room safe and functional environment for servers and other main network devices. 为了保证主空调的正常工作，空调的健康和工作状态应当被实时监控，根据服务器机房的安全需求和服务器以及其他主要网络设备的功能环境要求预设温度和湿度。 3. Both main UPS and air-condition units are configured and are installed with an environment monitoring systems that are directly linked to the network and to the SMS server. 主UPS和主空调系统都配置和安装在一个环境监控系统上并且直接通过网络和短消息服务 - 91 - IHG Greater China IT Standard Operating Procedure 器相连接。 4. When fault strikes on both UPS and air-conditioning systems below are the alerts to be sent to designated personnel: 当UPS和空调系统发生下列故障时，指定用户将会受到报警信息 Below are the Alert Messages for UPS Systems: 以下是UPS系统的报警信息： Utility Failure 管理工具失效 Utility Restored 管理工具恢复 Battery Fault 电池故障 Battery OK 电池回复 UPS Overload UPS过载 UPS returns to normal load UPS负载恢复正常 UPS Fault UPS故障 UPS OK UPS恢复正常 UPS Communication Failed UPS通讯失败 UPS Communication Restored UPS通讯恢复 Output on Bypass 旁路输出 Bypass: returns on UPS 旁路输出恢复至UPS输出 Below are the Alert Messages for IT Air-conditioning System: 以下是IT空调系统的报警信息： High Temperature Alarm - above 28 degrees Celsius 高温报警 – 超过28摄氏度 High Temperature Normal 从高温恢复到正常温度 PCU AirCon Alarm faulty 空调主控制器故障 PCU AirCon Alarm Normal 空调主控制器恢复正常 Flow Switch Alarm 流量开关报警 Flow Switch Normal 流量开关恢复正常 PCU Power Failure Alarm 电源总控制器故障 PCU Power Normal 电源控制器恢复正常 Designated personnel that will be sent SMS Alerts and needs to respond in case there are IT UPS and Air-conditioning Failure: 当UPS和IT空调系统发生故障时，下列人员需要接受报警消息并且做出响应： IT: All IT Personnel 所有的IT员工 FO: Duty Manager 前厅值班经理 Engineering: Duty Engineer, Chief Engineer 值班工程师，总工程师 5. During Office hours, which is 9AM to 6PM for IT department, any SMS alerts coming from the UPS and AIR-CON units will be responded by the IT Team 在IT的上班时间内（早上9点至晚上6点），IT团队负责处理收到的报警消息。 6. After Office Hours SMS Alerts should be responded by the Duty Manager, escalated to - 92 - IHG Greater China IT Standard Operating Procedure Engineers on Duty and they will need to notify IT for proper analysis and resolutions of the fault problems. 在IT非工作时间，值班经理负责处理报警消息，递交给值班工程师与IT一起正确分析和解决错误问题。 - 93 - IHG Greater China IT Standard Operating Procedure - Business Continuity Plan for PMS System Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: Business Continuity Plan for PMS 酒店管理系统业务连续性计划 Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective This Business Continuity Plan (BCP) will be updated in response to changes in the business environment. The Information Technology Department will review the plan with the following departments at least annually. 业务连续性计划根据业务环境变化而更新。IT部门至少每年一次与下列部门检查业务连续性计划。 • Front Office (Front Desk, Guest Relations, Concierge, Club Floor & Instant Service) 前厅部（前台，客户关系，礼宾部，行政楼和服务中心） • Housekeeping Department 客房部 • Reservations Department 预定部 • Food & Beverage Outlets 餐厅 This document outlines the steps required to operate the Rooms Division, Housekeeping, Reservations Department & F&B Outlets in the event of scheduled or unscheduled system down time. 本文档概述上述部门在系统计划或者意外停机无法使用时运营所需的操作程序。 Scope This BCP is applicable for the following departments. 业务连续性计划适用于下列部门。 • Rooms Division (Front Desk, Guest Relations, Concierge, Club Floor & Instant Service) 房务部（前台，客户关系，礼宾部，行政楼和服务中心） • Housekeeping Department 客房部 - 94 - IHG Greater China IT Standard Operating Procedure • Reservations Department 预定部 • Food & Beverage Outlets 餐厅 Definition BCP – Business Continuity Plan 业务连续性计划，是为了防止正常业务行为的中断而被建立的计划。 Policy This BCP will only be used in situations when it is determined that business impacts and /or business risk requires alternate business processes. 只有在业务受到影响或者业务风险明确的情况下才能实施业务连续性计划以替换正常的业务程序。 Related Procedure Scheduled System Downtime有计划的系统停机 SCHEDULED DOWN TIME a. Front Office Approach 前厅部准备: Consider when the down time is scheduled to occur and the down time reports should be printed and distributed accordingly by Front Office Duty Manager (DM). Additionally, DM should also evaluate the need to print the registration cards and/ or checkout folios. 考虑到系统停机是有计划安排的，前厅值班经理需要打印并且分发停机报表。 Keep the reports required for Front Desk in an easily accessible and safe location so that reports will be always be available during scheduled down time. 将前台作序需要的报表保存在一个容易取得并且安全的位置以便在计划停机期间随时可以使用。 - 95 - IHG Greater China IT Standard Operating Procedure Scheduled Downtime Report Distribution 计划停机报表清单及分发列表 Report Name Guests In-House in Alphabetical Order 1 111 1 1 6 Guests In-House by Room Number 1 111 1 1 6 (Including expected departures) Vacant Rooms 1 1 2 Room Plan 1 1 Pre-Blocked Rooms by Room Number 11 2 Open Balance All 11 2 Arrivals Expected (for 2 days) 111 3 Reservations Arrivals Detailed Preferences 11 2 (for 2 days) Specials Forecast (for 2 days) 11 2 Departures Expected 11 2 Messages Guest In-House & Due Arrival 1 1 Guests In-House w/Cash Payment Method 1 1 2 b. Down Time Reports for Rooms Controller房间管理员停机报表: y Check Out Room List 结帐房间清单 y Vacant Rooms (Filtered by room status: CLEAN) 空房清单 （房态：“清洁”） y Departure Today (Filtered by include: DUE OUT) 今日离店清单 （房态：“预计离店”） c. Housekeeping Approach客房部准备: The down time report (Housekeeping Detailed Report) should be printed by Housekeeping Clerk / Supervisor / Asst Housekeeper prior scheduled down time. 在计划停机前，客房部需提前打印停机报表（客房状态明细表）。 d. Reservations Approach预定部准备: The down time report (History & Forecast report – Next 3 months) should be printed by Reservations / Revenue Manager prior scheduled downtime. 计划停机前预定/收入经理提前打印好停机报表（三个月的历史与预报）。 MANUAL PROCEDURES DURING SCHEDULED DOWN TIME 计划停机期间手工运营程序 a. Front Office Executive / Duty Manager前厅部负责人/值班经理: Shift Leader Reservations Front Desk Club Floor Telephone Dept Housekeeping Outlet 1 Outlet 2 Other Total # of Copies - 96 - IHG Greater China IT Standard Operating Procedure y Down time coordination, advice staff when system is off-line and distribute down time reports. 作为系统停机时的协调员，通知停机时间并且分发停机报表。 y Advise housekeeping on a regular basis of check-in and check-out. 定期将客人入住或者离店情况通知客房部。 y Ensure forms for manual procedures are available for the staff. 确保员工能够得到手工运营时所需的表格。 b. Rooms Controller房间控制员: y Allocation of vacant rooms. 分配可用空房 y Call housekeeping on a regular basis to receive vacant / clean rooms and update the manual sheet. 定期将空/干净房变化通知客房部，并且在手工表上更新。 c. Instant Service服务中心: y Prepare a soft copy of down time report in their local PC. 在服务中心电脑上保存一份停机报表的软拷贝。 y Buffer all call charges in Call Accounting System. 将电话计费系统地所有电话费转入缓存而不传输至PMS系统接口。 y Receive check-in and check-out updates from Front Desk / Club Lounge to activate and deactivate telephone lines manually via PABX console. 收到前台和行政楼的客人入住/离店通知后，在程控交换机控制台上手工开关客房的电话线。 y Update manual sheet (Refer to APPENDIX ). 更新手工表格。 d. For Guest Checking In客人入住: y Obtain a vacant room from Rooms Controller. 从房间控制员处得到一间空房。 y If the guest has a reservation, check for a pre-printed registration card / if the guest is a walk-in, obtain a blank registration card or registration form to complete. 如果客人有预定，使用提前准备打印好的登记卡。无预定散客适用空白的登记卡手工登记。 y Mark the registration card to indicate that the guest is not in the system and pass it to Front Office Duty Manager. 在登记卡上标明此客人不在电脑系统中并转交给前厅值班经理。 y Determine settlement method: follow manual credit card authorization procedures / if guest is pre-paying with cash, use a log sheet to record the transaction. 押金支付办法：按照信用卡手工授权程序处理，如果客人预付现金，将交易登记在表格上。 y Follow all normal check-in procedures. 遵守正常的入住程序。 y Highlight the guest name and room number on Arrival Detailed report to indicate that - 97 - IHG Greater China IT Standard Operating Procedure the room is occupied. 在“Arrival Detailed Report”上将客人的名字和房号标记此房间已经占用。 y Update Rooms Controller and Instant Service Department as often as possible with the check-in. 立刻通知房间控制预员和服务中心。 e. For Guest Checking Out客人结帐离店: y Use pre-printed check-out folio to be presented to the guest for review and approval. 将提前打印好的账单给客人察看和确认。 y Check to see if any additional charges have been received for this guest. 检查是否有客人确认的其他的费用。 y Accept payment from guest. 接受客人的付款。 y Ensure you have full registration details, so a copy of the final bill may be sent to the guest. 确保酒店有完整的登记信息，以便今后可将最终账单的拷贝发送给客人。 y Update Rooms Controller and Instant Service Department as often as possible with the check-out. 立刻通知房间控制预员和服务中心。 f. Posting Charges入账: y If a guest has incurred a charge, note the room number, the guest name, the transaction description, the transaction code (if known) and the amount; and inform Front Desk / Club Lounge immediately. 如果客人产生了一笔费用，记录房号，客人名字，交易介绍，交易代码（如果已知）和金额。并且立刻通知前台/行政楼。 y Update the Open Balance report. 更新未清余额报表。 g. For F&B Outlet餐厅: y Post all guest bills to offline mode for all settlement type (Cash, Credit Card, Guest Ledger & etc). 使用离线结帐模式为客人结帐，包括所有的付款方式（现金、信用卡、挂房帐等） y Send one copy of Guest Ledger folio to Front Desk / Club Lounge. 将挂房帐的账单一联送至前台或行政楼。 h. Housekeeping Clerk / Supervisor / Asst Housekeeper客房部员共/主管/经理助理: y Obtain room status updates from Housekeeping Maid / Floor Supervisor via house phone. 通过电话从楼层服务员/主管得到房态的最新变化。 y Update the manual house status sheet (Refer to Hotel Manual Housekeeper Report). 更新手工房态表。 y Update the Rooms Controller as often as possible with the room status. 立刻将最新房态变化通知房间控制员。 - 98 - IHG Greater China IT Standard Operating Procedure i. Reservations / Revenue Manager预定/收益经理: y Ensure forms for manual procedures are available for the staff (Refer to Hotel Manual Reservation Form). 确保员工能够得到手工运营时所需的表格。 y Ensure dedicated reservation staff checks reservation bookings from HOLIDEX regularly. 确保预定部员工仔细检查从HOLIDEX来的预定。 . Unscheduled System Downtime意外系统停机 UNSCHEDULED DOWN TIME a. Front Office Approach前厅部准备: The down time reports should be printed by Front Office Duty Manager (DM) every four hours throughout the day so that the most recent reports can be obtained immediately. 前厅值班经理每四小时打印停机报表，当意外停机发生时，适用最近打印的一份报表。 Keep the reports in an easily accessible and safe location so that reports will always be available during unscheduled down time. 将前台作序需要的报表保存在一个容易取得并且安全的位置以便在计划停机期间随时可以适用。 Unscheduled Downtime Report Distribution意外停机报表清单及分发列表 Report Name Guests In-House in Alphabetical Order 1 111 1 1 6 Guests In-House by Room Number 1 111 1 1 6 (Including expected departures) Vacant Rooms 1 1 2 Room Plan 1 1 Pre-Blocked Rooms by Room Number 11 2 Open Balance All 11 2 Arrivals Expected (for 2 days) 111 3 Reservations Arrivals Detailed Preferences 11 2 (for 2 days) Specials Forecast (for 2 days) 11 2 Departures Expected 11 2 Messages Guest In-House & Due Arrival 1 1 Guests In-House w/Cash Payment Method 1 1 2 b. Rooms Controller Approach房间控制员准备: Shift Leader Reservations Front Desk Club Floor Telephone Dept Housekeeping Outlet 1 Outlet 2 Other Total # of Copies - 99 - IHG Greater China IT Standard Operating Procedure The down time reports should be printed by Rooms Controller every four hours during working hours ( to ). 房间控制员每四小时打印下列停机报表。 y Check Out Room List 结帐房间清单 y Vacant Rooms (Filtered by room status: CLEAN) 空房清单 （房态：“清洁”） y Departure Today (Filtered by include: DUE OUT) 今日离店清单 （房态：“预计离店”） c. Instant Service Approach服务中心准备: The down time reports should be printed in soft copy by Instant Service Agent every four hours throughout the day. 服务中心员工须每四小时打印下列报表。 · Guests In-house by Alpha 住店客人清单 以名字排序 · Guests In-house by Room 住店客人清单 以房号排序 d. Housekeeping Approach客房部准备: The down time report (Housekeeping Detailed Report) should be printed by Housekeeping Clerk / Supervisor / Asst Housekeeper at 7am / or / 5pm or 7pm / 11pm every day. 客房部需每天于7:00am, 9:30am, 2:30pm, 5:00pm或7:00pm,11:00pm打印下列停机报表（客房状态明细表）。 · Check Out Room List 结帐房间清单 · Vacant Rooms (Filtered by room status: CLEAN) 空房清单 （房态：“清洁”） · Departure Today (Filtered by include: DUE OUT) 今日离店清单 （房态：“预计离店”） e. Reservations Approach预定部: The down time report (History & Forecast report - next 3 months) should be printed by Reservations / Revenue Manager every 4 hours 预定/收入经理每四小时打印停机报表（三个月的历史与预报表）。 MANUAL PROCEDURES DURING UNSCHEDULED DOWN TIME 意外停机期间手工运营程序 a. Front Office Duty Manager前台值班经理: y Advise IT Manager immediately. 立刻通知IT经理 y Down time coordination / advice staff when system is off-line / distribute down time reports. 作为系统停机时的协调员，通知停机时间并且分发停机报表。 y Obtain most recent information from housekeeping. - 100 - IHG Greater China IT Standard Operating Procedure 从客房部得到最新的信息。 y Advise housekeeping on a regular basis of check-in and check-out. 定期将客人入住或者离店情况通知客房部。 y Ensure forms for manual procedures are available for the staff. 确保员工能够得到手工运营时所需的表格。 b. Rooms Controller房间控制员: y Allocation of vacant rooms. 分配空房 y Call housekeeping on a regular basis to receive vacant / clean rooms and update the manual sheet. 定期将空/干净房变化通知客房部，并且在手工表上更新。 c. Instant Service服务中心: y Prepare a hard copy of down time report from the dedicated workstation. 准备好一份打印出的停机报表。 y Buffer all call charges in Call Accounting System. 将电话计费系统地所有电话费转入缓存而不传输至PMS系统接口。 y Receive check-in and check-out updates from Front Desk & Club Lounge to activate and deactivate telephone lines manually via PABX console. 收到前台和行政楼的客人入住/离店通知后，在程控交换机控制台上手工开关客房的电话线。 y Update manual sheet (Refer to APPENDIX ). 更新手工表格。 d. For Guest Checking In客人入住: y Obtain a vacant room from Rooms Controller. 从房间控制员处得到一间空房。 y If the guest has a reservation, check for a pre-printed registration card / if the guest is a walk-in, obtain a blank registration card or registration form to complete. 如果客人有预定，使用提前准备打印好的登记卡。无预定散客适用空白的登记卡手工登记。 y Mark the registration card to indicate that the guest is not in the system and pass it to Front Office Duty Manager. 在登记卡上标明此客人不在电脑系统中并转交给前厅值班经理。 y Determine settlement method: follow manual credit card authorization procedures / if guest is pre-paying with cash, use a log sheet to record the transaction. 押金支付办法：按照信用卡手工授权程序处理，如果客人预付现金，将交易登记在表格上 y Follow all normal check-in procedures. 遵守正常的入住程序。 y Highlight the guest name and room number on Arrival Detailed report to indicate that the room is occupied. 在“Arrival Detailed Report”上将客人的名字和房号标记此房间已经占用。 - 101 - IHG Greater China IT Standard Operating Procedure y Update Rooms Controller and Instant Service Department as often as possible with the check-in. 立刻通知房间控制预员和服务中心。 e. Posting Charges入账: y If a guest has incurred a charge, note the room number, the guest name, the transaction description, the transaction code (if known) and the amount; and inform Front Desk / Club Lounge immediately. 如果客人产生了一笔费用，记录房号，客人名字，交易介绍，交易代码（如果已知）和金额。并且立刻通知前台/行政楼。 y Update the Open Balance report. 更新未清余额报表。 f. For Guest Checking Out客人结帐: y Use the Open Balance report to find the latest balance. 使用帐目平衡报表找出客人最新的未清余额。 y Check to see if any additional charges have been received for this guest. 检查是否有客人确认的其他的费用。 y Accept payment from guest. 接受客人的付款，并且在交易记录表上登记。 y Ensure you have full registration details, so a copy of the final bill may be sent to the guest. 确保酒店有完整的登记信息，以便今后可将最终账单的拷贝发送给客人。 y Update the guest’s account balance on the Open Balance report. 在未清余额报表上更新客人的帐户余额。 y Update Rooms Controller and Instant Service Department as often as possible with the check-out. 立刻通知房间控制预员和服务中心。 g. For F&B Outlet餐厅: y Post all guest bills to Offline mode for all settlement type (Cash, Credit Card, Guest Ledger & etc). 使用离线结帐模式为客人结帐，包括所有的付款方式（现金、信用卡、挂房帐等） y Send one copy of Guest Ledger folio to Front Desk / Club Lounge. 将挂房帐的账单一联送至前台或行政楼。 y Consolidate all guest bills settled under Offline mode and pass it to Front Desk for manual posting when the system is available. 当系统恢复时，合并所有使用离线模式结帐的账单并交给前台。 h. Housekeeping Clerk / Supervisor / Asst Housekeeper客房部员共/主管/经理助理: y Obtain room status updates from Housekeeping Maid / Floor Supervisor via house phone. 通过电话从楼层服务员/主管得到房态的最新变化。 y Update the manual house status sheet (Refer to Hotel Manual Housekeeper Report). - 102 - IHG Greater China IT Standard Operating Procedure 更新手工房态表。 y Update the Rooms Controller as often as possible with the room status. 立刻将最新房态变化通知房间控制员。 i. Reservations / Revenue Manager预定/收益经理: y Ensure forms for manual procedures are available for the staff (Refer to Hotel Manual Reservation Form). 确保员工能够得到手工运营时所需的表格。 y Ensure dedicated reservation staff checks reservation bookings from HOLIDEX regularly. 确保预定部员工仔细检查从HOLIDEX来的预定。 Follow up when PMS is online系统恢复后 FOLLOW UP WHEN THE SYSTEM IS ON-LINE a. IT Department电脑部: y Advise all PMS user the system is back on-line. 通知所有用户系统已经恢复。 y Check PMS processors (Forecast / Business Event / FO Act) are in running state and Holidex Service has been restarted. 检查系统地所有进程已经运行，Holidex服务已经重新开始。 y Check interface postings have restarted / determine if buffered charges will automatically update the PMS. 检查接口已经恢复传帐，确认缓存的费用被自动更新到系统内。 y Perform database swap for HSIA / PABX / Call Accounting interface. 对宽带、程控交换机以及电话计费系统接口进行数据交换出理。 b. Front Office / Club Lounge前厅/行政楼: y Check guests into the system. 将住店客人补入系统。 y Post remaining charges from the transaction log sheet. 输入在交易登记表中的其他费用。 y Check-out any guests who departed during the down time. 在系统内将停机期间结帐的客人做结帐离店处理。 y Clear the ‘Lost Interface’ folio. 清理“接口传输丢失费用”账单。 c. Instant Service服务中心: Check Call Accounting interface postings have restarted / determine if buffered charges will automatically update the PMS. 检查电话计费系统接口已经恢复传帐，确认缓存的费用被自动更新到系统内。 d. Housekeeping客房部: - 103 - IHG Greater China IT Standard Operating Procedure Update all room status. 在系统内更新所有房态。 e. Reservations预定部: y Verify that all cancellations and reservations haven been updated. 确认所有的取消和新增预定已经被录入系统。 y Perform PMS Inventory Synchronization. 进行系统库存同步。 y Perform OXI Resynchronization for Blocks & Inventory. 对OXI预定和库存进行重新同步。 Reference Documents N/A Appendices APPENDIX MANUAL UPDATE PABX DUE TO SYSTEM DOWN - 104 - IHG Greater China IT Standard Operating Procedure - Business Continuity Plan for POS System Department: STANDARD P&P#: Information OPERATING Technology PROCEDURE <Hotel logo> Subject: Date: Business Continuity Plan for POS 酒店收款机系统业务连续性计划 Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Objective This Business Continuity Plan (BCP) will be updated in response to changes in the business environment. The Information Technology Department will review the plan with the following departments at least annually. 业务连续性计划根据业务环境变化而更新。IT部门至少每年一次与下列部门检查业务连续性计划。 y Food & Beverage Outlets 餐厅 This document outlines the steps required to operate all Food & Beverage Outlets, Laundry Department & Business Center in the event of scheduled or unscheduled system down time. 本文档概述上述部门在POS系统计划或者意外停机无法使用时运营所需的操作程序 Scope This BCP is applicable for the following departments of the hotel. 业务连续性计划适用于下列部门。 y Food & Beverage Outlets 餐厅 Definition BCP – Business Continuity Plan 业务连续性计划，是为了防止正常业务行为的中断而被建立的计划。 Policy This BCP will only be used in situations when it is determined that business impacts and /or business risk requires alternate business processes. 只有在业务受到影响或者业务风险明确的情况下才能实施业务连续性计划以替换正常的业务程序。 - 105 - IHG Greater China IT Standard Operating Procedure Related Procedure Scheduled and Unscheduled System Downtime SCHEDULED & UNSCHEDULED DOWN TIME 计划与意外停机 a. F&B Outlets Approach餐厅准备: Each outlet cashier counter should have followed package items available. When the system is down, F&B is to arrange sufficient staff to work in the counter for manual operation. Outlet supervisor to patrol each outlet to assist and to send guest checks to Front Desk for posting. All cashiers are to be trained on the manual procedures for guest check settlement including the use of calculators for bill computation. 每个站点的收银柜台内必须存有下列物品。当系统不能正常使用时，餐饮部应该安排足够的员工以应付手工运作的需要。各站点的管理人员应该在每个站点进行巡视以提供帮助，并将各站点客人消费的帐单送到前台进行入帐，对所有的收银员必须进行手工结帐工作程序的培训，其中包括如何使用加数器。 Supervisor / Assistant Manager / Manager should ensure all items in the Contingency Package listed below, are in proper working condition and complete. Any discrepancy should report to Finance Department immediately during working hour. 主管/助理经理/经理必须保证应急计划所需的所有事项正常工作并且完成。如有问题应立刻报告财务部。 Evaluate the need to check all package items every day prior start of the day. 在每日工作开始前根据需要检查下列项目。 F&B Outlets :NoItems 1 Cashier Balance Report收银员余额报表 2 Daily Void and Explanation Log 取消账单登记薄 3 Manual Captain Orders手工单 4 Manual Guest Check 手工客人账单 5 Tax Invoice 发票 6 Calculator 计数器 7 Receipt Book 收据 8 "PAID" Stamps “已付款”图章 Manual Procedures during System Downtime MANUAL PROCEDURES DURING SCHEDULED & UNSCHEDULED DOWN TIME a. Outlet Supervisor / Assistant Manager / Manager餐厅主管/助理经理/经理: y Down time coordination / advise staff & kitchen chef when system is off-line. - 106 - IHG Greater China IT Standard Operating Procedure 做为停机协调人，通知员工和厨师系统停机时间。 y Ensure Contingency Package is ready for distribution. 保证应急计划所需的材料已经准备好。 b. For Order Taking点单: 1. Waiters/Waitress will take orders from guests using manual Captain Orders. 服务员应该使用手工的点菜单进行点菜。 2. Upon receipt of Captain Orders, the cashier to post the orders to the manual Guest Check immediately. 在收到手工点菜单时，收银员立刻将这些点菜单上的信息手工加在客人的帐单上。 3. Clip the Captain Orders together with the Guest Checks and put them into pits according to table numbers. 手工点菜单和客人的帐单用夹子夹在一起并把它们放在标有台号的帐单架内。 4. When guests ask for the bill, take out the Guest Checks from the pit and calculate the total amounts of the Guest Checks with calculator. After that, give the Guest Check to the waiter/waitress for presentation to guests. 当客人要求结帐时，从相应的格子中找出客人的帐单并用加数器计算出总金额，最后由服务员将客人帐单呈递给客人。 c. For Bill Settlement by Cash 现金结账: 1. Stamp “Paid” to the Guest Check upon receipt of money. 收到现金后在客人的帐单上盖上“PAID”章 st2. 1 copy of the Guest Check to be returned to guests for record 将客人帐单的第一联交还给客人。 nd3. 2 copy of Guest Check together with Captain Orders to be kept and submitted to Finance. 客人帐单的第二联和手工点菜单放在一起并交给财务部。 4. Mark down details of the Guest Checks to “Cashier Balance Report”. 在“收银员帐目报表”上写下客人帐单的明细。 d. For Bill Settlement by Credit Card 信用卡结账: 1. Post the credit card to the EDC machine with the total of the Guest Check amount. 使用银行的刷卡机收取客人相应的金额。 2. Pass the credit card voucher to the waiter/waitress for guest’s signature and return the credit card and the customer copy of the voucher together with the 1st copy of the guest check to the guest. 把信用卡单交给服务员并请客人签字，然后将信用卡和卡单的客户联以及客人帐单的 - 107 - IHG Greater China IT Standard Operating Procedure 第一联一同交给客人。 3. 2nd copy of Guest Check and credit card voucher together with Captain Orders to be kept and submitted to Finance. 客人帐单的第二联和信用卡单和手工点菜单一起交给财务部。 4. Mark down details of the Guest Checks to “Cashier Balance Report”. 在“收银员余额报表”中写下客人帐单上的明细。 e. For Bill Settlement by Guest Ledger 挂账: 1. Verify the room number and guest name against Registered Guest report that is sent from Front Office. 依照前台发出的“在店客人报表”核对客人的房间号和姓名。 2. Telephone Front Desk immediately with the details of the Guest Check including room number, guest name, outlet name, Guest Check number; amount and record the name of the Front Desk staff that received the call. 立刻打电话通知前台，告知前台员工客人帐单上的详细内容，包括房间号码、客人名称、站点名称、客人的帐单号码、帐单的总金额，并记录下接电话的前台员工的姓名。 st3. Send the 1 copy of the Guest Check to the Front Desk. 将客人帐单的第一联送到前台。 nd4. 2 copy of Guest Check together with Captain Orders to be kept and submitted to Finance 客人帐单的第二联和手工点菜单一起交给财务部 5. Mark down details of the Guest Checks to “Cashier Balance Report”. 在“收银员余额报表”中写下客人帐单上的明细。 f. For Void Items and Checks: 取消部分或者全部账单 1. Fill in void information into Daily Void and Explanation Log. 在取消登记簿上登记。 2. All voided items and checks must be viewed and approved by Outlet Assistant Manager / Manager. 所有取消的项目必须由餐厅助理经理或者经理检查并且批准。 3. Attach all voided checks together with Daily Void and Explanation Log prior submitting to Accounting Department. 将所有取消的账单与登记簿一起交给财务部。 - 108 - IHG Greater China IT Standard Operating Procedure Follow up when POS is online系统恢复后 FOLLOW UP WHEN THE SYSTEM IS ON-LINE a. IT Department: y Advise all POS user the system is back on-line. 通知所有的POS用户系统已经恢复运行。 y Check POS interface postings have restarted. 检查POS接口恢复工作。 b. F&B Outlets餐厅: y Upon the system retrieve to operation, the waiter/waitress has to post and print checks; the cashier will close the check in POS system. For any guest ledger charges, the cashier can use offline to close the check. 一旦系统恢复正常，服务员必须在点菜机上输入并打印帐单，收银员必须在POS 系统中关 闭帐单，如果要对客人帐单进行挂帐处理，收银员可以使用离线来关闭客人帐单。 y All manual check must be attached with the correspondence printed checks. Especially for those checks settled by guest ledger. 所有手工的帐单必须附上相对应的系统打印出来的帐单，特别是挂客帐的帐单。 References Documents N/A Appendices N/A - 109 - IHG Greater China IT Standard Operating Procedure 5. IT Standards - Hotel IT Standard Network Setup Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Hotel IT St andard Network Setup Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: Purpose & Introduction Purpose of this document is to standardize the network set-up in IHG properties, to minimize connectivity issues due to incorrect Local Area Network set-up. 本文档的目的是标准化洲际集团酒店的网络设置，最大程度减少由于不正确的网络设置导致的网络连通问题。 This document explains how the Local Area Network (LAN) should be set-up for all IHG properties that will be connecting to IHG Wide Area Network (WAN). 本文解释了酒店局域网如何设置连接到洲际集团广域网。 IP Address Details IHG Assigned IP addresses must be provided to the IT Manager or the IT contact of the property by the Manager, Hotel IT Systems, IHG Corp IT well in advance of the Local Area Network set-up at the property. 洲际集团分配的IP必须由改该集团IT系统经理在酒店局域网设置前提供给酒店的IT经理或者负责人。 IP addresses are assigned by the Corporate IT Infrastructure team during the GEN process. IP地址由集团IT基础架构团队在”GEN”处理过程中分配。 IP Address Range This explains what IP addresses should be assigned to which devices in the Local Area Network. Refer to Appendix B for sample IP address details. 说明局域网中那些设备需要分配什么样的IP地址。请参考Appendix B具体的IP地址实例。 - 110 - IHG Greater China IT Standard Operating Procedure Network & DNS Configuration This will explain the Domain Name Servers (DNS) and the Domain Name suffixes that should be used when setting up the network. 说明网络设置所使用的域名服务器(DNS)和域名后缀。 Gateway: Must be set to IHG Router. (Eg. ) DNS: Domain Name Suffix: Conditionally forward the above zones to the above DNS servers. All other zones should be resolved locally (ie. AD & ISP DNS Servers). 将上述域名转发到上述DNS服务器解析，其他域名从本例DNS解析（局域网活动目录或者本地ISP域名服务器）。 Gateway & Routing Holidex Router IP must be set as the Default Gateway for all servers and PCs. Configuration changes required in the Holidex router will be done by the Corporate IT team. Holidex路由器的IP必须被设置成所有服务器和电脑的默认网关。路由器的配置更改将由集团IT部门完成。 User Names Domain user names should be consistent with the IHG standard naming convention. 域用户名应当与洲际酒店集团标准命名规定保持一致。 Hotel must use the 6 + 1 formatting when creating domain user names. 创建域用户名是必须使用6+1格式。 Use the first six (6) letters of the last name and first letter of the user’s first name. 使用姓的前6个字母和名的第一个字母构成域用户名。 Eg. Michael Johnson would be JOHNSOM Rachel Smith would be SMITHR If there are two users with similar names use the second initials in the logon name or a number to differentiate between two user names 如果有两个相近名字的用户，使用名开头的第二个字母或者加上一个数字以区别两个用户名。 Eg. Michael Johnson would be JOHNSOM Mitchell Johnson would be JOHNSOMI or JOHNSOM1 - 111 - IHG Greater China IT Standard Operating Procedure Network Security Hotel back-office internet connection must be protected with a hardware firewall. IHG recommends the use of Juniper Netscreen/SSG Firewalls. 酒店后场办公室的英特网连接必须使用硬件防火墙保护。洲际酒店集团推荐使用Juniper Netscreen/SSG品牌防火墙。 Hotel back-office internet connection must be physically separated from the guest High Speed Internet Access (HSIA) in guest rooms, Public areas and Business centre. 酒店后场办公室的英特网连接必须与客用的客房、公共区域和商务中心的高速宽带上网系统物理隔离。 All workstations and servers must have Anti-virus and ePO agent installed. IHG recommended vendor is McAfee. Updates must be scheduled to occur daily. Please contact Manager, Hotel IT Systems, IHG Corp IT to obtain a copy of the ePO agent. 所有的工作站和服务器必须安装防病毒和ePO代理软件。洲际酒店集团推荐使用McAfee.必须安排计划，每天安装更新。请联系集团酒店系统IT经理得到ePO代理程序的拷贝。 Password Security Hotel must follow below password security standards. 酒店必须遵循密码安全标准。 • Passwords must have at least 7 characters in length 密码必须至少有7个字符长 • Consisting of a combination of uppercase letter, lowercase letter, numbers and special characters 由大写字母、小写字母、数字和特殊符合组成 • Does not mirror user id 不能与用户名相同 • Does not include user’s first, middle or last name 不能包含用户姓、中间名和名字。 • Changed on a regular basis (30 – 90 days depending on sensitivity of the system) 定时更新（30至90天） Privileged or super user accounts must only be used by the IT manager as required and must not be used for normal day to day work. These accounts must be signed out / logged off when finished and not left logged on to systems. 特权或者超级用户帐号只能由IT经理使用，并且必须不用于日常的工作。这些帐号使用完成后必须登出系统而不能保留登入在系统中。 Hotel Domain Administrator password must not be given out to contractors, third party support personnel, vendors or any other unauthorized personnel. 酒店域管理员密码不能给任何承包商、第三方技术支持人员、供应商或者其他任何未经授权的人员。 - 112 - IHG Greater China IT Standard Operating Procedure Hotel must create logon names and password for support personnel and allow them access to required servers and workstations with required privileges. 酒店必须创建登录名和密码给技术支持人员，允许他们有必要的权限来访问需要的服务器和工作站。 Eg. Micros-Fidelio PMS Support - Opera_Support/Fidelio Oasis PMS Support - Oasis_Support Security logging must be turned on for all servers and periodic audits must be done by the hotel IT manager. 所有服务器的安全日志必须打开，酒店IT经理必须进行定期审计。 Network Diagram with IHG assigned IP addressing Below is a typical network diagram with IHG standard IP addressing. It is critical for Holidex connectivity that the Local Area Network to be set-up with these IP addressing. (Refer to Appendix – B for sample IP addresses) 下面是典型的洲际酒店集团标准IP地址网络示意图。局域网设置这些标准IP地址对于Holidex的连接来说是非常重要的.（请参考Appendix - B） CISCOSSSD YSTEMCisco 1700SERIESROUTERPWRACWIC0T/CH0ACWIC0T/CHEAT0CHTOKACT/CH1ACT/CH1COL1357911131517192123Catalyst 2950SERIES12SYSTRPSSTRTUTILDUPLXSPEEDMODE24681012141618202224 Troubleshooting Tips To make sure the Local Area Network at the property is configured correctly IT Manager should follow the steps below, after the checks are complete hotel IT Manager/IT contact must TapeNAW GHI oT - 113 - IHG Greater China IT Standard Operating Procedure co-sign the “Network Configuration Confirmation” in Appendix-A, scan and email to @. 确保酒店局域网配置正确，IT经理需要执行下列检查步骤，检查完场后酒店IT经理或者IT联系人必须联签Appendix-A中的”网络配置确认书”，扫描并且通过邮件发送到洲际酒店集团上海IT服务中心@。 NSLOOKUP to and should give the name resolution of and should give the name resolution of as shown in the diagram above. “”应当被解析到，””应当被解析到。 FTP from the PMS Application server with command below ftp - 114 - IHG Greater China IT Standard Operating Procedure Enter hotel HOLIDEX code as the logon name and DCO password. If the connection is successful hotel will be able to transmit DCO files successfully. If the logon name and password fails please contact the Manager, Hotel IT Systems of Greater China. 输入酒店的Holidex code作为登录用户名和DCO密码。如果连接成功，酒店将可以成功上传DCO文件。如果登录名和密码错误，请联系集团大中华区酒店信息系统经理。 PMS to Holidex 2 – way Connectivity This test will be done by IHG Corp IT (Shanghai) from with in the IHG Wide Area Network. 本测试将由集团IT（上海办公室）通过洲际酒店集团广域网络进行。 Type below on a command screen, 在命名屏幕上输入以下命令： Telnet 80 (where is the IP address of the PMS Application server at the property) Successful connection will show a black screen. If the connection times out please check routing and firewall settings at the hotel. 连接成功后将会显示一个黑屏，如果连接超时，请检查酒店防火墙和路由器设置。 IHG Hotel IT Systems Contact for Greater China China, Hong Kong, Macau and Taiwan Maryann Yuan Manager, Hotel IT Systems Forest Wang Tel. +86 21 2893 3306 Manager, Hotel IT Systems Email. @ Tel. +86 21 2893 3290 Email. @ Jerry Wang Manager, Hotel IT Systems Tel. +86 21 2893 3485 Email. @ - 115 - IHG Greater China IT Standard Operating Procedure Appendix - A Network Configuration Confirmation This is to confirm that the Network at the hotel is configured as per instruction and guidelines set out in this document. The following tasks have also been carried out successfully, 1. NSLOOKUP as per 2. FTP from PMS Application server as per Hotel Name: _________________________________ IT Manager Name: _____________________________ E-Mail: _______________________________________ Tel: __________________________________________ Signature: ____________________________________ Date: _________________________________________ PMS Server Details: (PMS Product Name:____________________) Server Type Server Name Server IP Address PMS Database Server HA PMS Application Server HA Please scan and email this page to Shanghai IT Helpdesk (@) and Manager, Hotel IT Systems for Greater China 4 weeks before the PMS cutover/go-live date. - 116 - IHG Greater China IT Standard Operating Procedure Appendix - B InterContinental Hotels Group Asia Pacific Standard Naming Conventions, IP Range, Network Configuration User ID’s: first six letters of Surname + initial . Michael Johnson would be JOHNSOM Rachel Smith would be SMITHR Servers: PMS Database Server: HA<HOLIDEX CODE>SVRDBS01 PMS Database Server (virtual cluster): HA<HOLIDEX CODE>VDBPMS PMS Application Server: HA<HOLIDEX CODE>SVRAPS01 PMS Application Server 2: HA<HOLIDEX CODE>SVRAPS02 PMS Load Balanced Cluster Server: HA<HOLIDEX CODE>SVRAPSCL PMS Application Server (virtual cluster): HA<HOLIDEX CODE>VAPPMS PMS Virtual Cluster: HA<HOLIDEX CODE>VCLPMS PMS Cluster Node 1: HA<HOLIDEX CODE>SVRCLS01 PMS Cluster Node 2: HA<HOLIDEX CODE>SVRCLS02 Domain Controller: HA<HOLIDEX CODE>SVRDC01 Other DC’s HA<HOLIDEX CODE>SVRDC02, 3, 4, etc File & Print Server: HA<HOLIDEX CODE>SVRFPR01 PMS Interface Controller 1: HA<HOLIDEX CODE>SVRIFC01 PMS Interface Controller 2: HA<HOLIDEX CODE>SVRIFC02 Router: HA<HOLIDEX CODE>RTR01 Firewal Server: HA<HOLIDEX CODE>SVRFWL01 Exchange Mail Server: HA<HOLIDEX CODE>SVREXG01 Point of Sale Server: HA<HOLIDEX CODE>SVRPOS01 Back Office Server: HA<HOLIDEX CODE>SVRBOF01 Sales & Catering Server: HA<HOLIDEX CODE>SVRSAC01 ePolicy Orchestrator: HA<HOLIDEX CODE>SVREPO01 Terminal ID’s: Front Desk Desktops HA<HOLIDEX CODE>DTFD0001, FD0002, etc (6 digits) Reservations Desktops HA<HOLIDEX CODE>DTRES001, RES002, etc (6 digits) Accounts/ Finance Desktops HA<HOLIDEX CODE>DTBO0001, BO0002, etc (6 digits) Housekeeping Desktops HA<HOLIDEX CODE>DTHK0001, HK0002, etc (6 digits) - 117 - IHG Greater China IT Standard Operating Procedure Sales Desktops HA<HOLIDEX CODE>DTSALE01, SALE02, etc (6 digits) Conf. & Banqueting Desktops HA<HOLIDEX CODE>DTBANQ01, BANQ02, etc (6 digits) F&B Desktops HA<HOLIDEX CODE>DTFB0001, FB0002, etc (6 digits) Administration Desktops HA<HOLIDEX CODE>DTADM001, ADM002, etc (6 digits) Laptops HA<HOLIDEX CODE>LT000001, 000002, etc (6 digits) Printers HA<HOLIDEX CODE>PTR000001, 000002, etc (6 digits) IP Ranges: Router Reserved for Legacy PMS -9 Network Switches/Hubs Firewall PMS Database Server PMS Application Server PMS 2 Application Server Other Application Server Hotel Local DC/DHCP Server -17 Additional DB/POS Servers Hotel Based Email Server Additional Web/Application Server PMS Server Reserved -40 Static Printer Addresses -45 Static Addresses – PeopleSoft W/Stns -160 DHCP Range for Workstations -170 Third Party Interface Devices -200 Additional Printers and Workstations -210 Time Clocks -221 POS Devices -231 Hotel Defined Devices -241 Hotel Defined Remote Access -248 Support Reserved -255 Network Reserved Network Config: Subnet Mask : Gateway : DNS Primary : DNS Secondary: DNS Suffixes : Hotel domain DNS Suffix Conditionally forward *. to above DNS servers. All other zones can be resolved locally (ie: AD & Local ISP) - 118 - IHG Greater China IT Standard Operating Procedure - Hotel Firewall / Public IP Addresses Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: Hotel Firewall / Public IP Addresses Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: IT STANDARD HOTEL FIREWALL Hotel administration Internet access must be protected with a hardware firewall. IHG APAC standard is Juniper Netscreen Firewall. 酒店管理网络的英特网访问必须由硬件防火墙保护。洲际集团亚太区的标准是Juniper Netscreen防火墙。 Hotel Administration Internet connections must be separate from the guest High Speed Internet Access (HSIA) in guest rooms, meeting rooms and business center. 酒店管理网络的英特网访问必须与客房、会议室和商务中心的客用高速因特网系统（HSIA）隔离。 HOTEL PUBLIC IP ADDRESSES Public IP Address - An Internet Protocol (IP) address that is designated for use in a public domain, such as the Internet. A public IP address is in contrast to a private IP address, which is in an address range designated for use only in a private domain, such as a local area network (LAN). 公网IP地址- 一个英特网协议(IP)地址，指定用于英特网公共域名。与公用IP地址相比，一个私用IP地址是在特殊的地址范围内指定用于一个局域网的私有域名。 A computer on the Internet is identified by its IP address. In order to avoid address conflicts, IP addresses are publicly registered with the Network Information Centre (NIC). Computers on private TCP/IP LANs however do not need public addresses, since they do not need to be accessed by the public. For this reason, the NIC has reserved certain addresses that will never be registered publicly. These are known as private IP addresses, and are found in the following ranges: 在英特网上的电脑根据其IP地址区分。为了避免地址冲突，IP地址是向网络信息中心（NIC）公开注册的。在私有TCP/IP局域网内的电脑不需要公用地址，应为他们不需要被公网访问。处于 - 119 - IHG Greater China IT Standard Operating Procedure 此目的，NIC保留了一些地址段不分配给公网。在以下范围的这些地址被称为私有IP地址： From to From to From to Administration internet use 管理网络的因特网访问: It is recommended to have at least Public IP addresses readily available for outside interface on a NAT translation for secured remote purposes, secured VPN or CITRIX use for the hotel. Hotel IT manager should know how to configure the main firewall to do the configuration else please refer with the local vendor support. 建议至少有公共的IP地址随时可以给的网络地址转换的外部接口使用，以便安全的远程访问，如在酒店使用的VPN或者CITRIX等。酒店IT经理应当知道如何配置主防火墙，具体的配置方法可以联系本地供应商的技术支持。 Guest Internet use 客人英特网访问: For the guest internet access, it is recommended to have at least 40% of your total guest room inventory of the total of public IP address. Public IP Addresses can be requested from your local ISP. They come in groups of 16, 32, 64, 128 counts. 对于客人的因特网访问，推荐至少保留客房总数40%的公共IP地址，公共IP地址向酒店当地的ISP申请。他们按组申请，每组为16, 32, 64,128个等。 Public IP Addresses needs to be configured and added in HSIA provider DHCP server for the Public IP Addresses to be distributed to the guests’ laptops/computers once they access the internet from the guest rooms. These Public IP Addresses will address the problems of the guest not able to connect to their company VPNs. Although new VPN technology now does not need a Public IP Address to communicate peer to peer, majority of the Company VPN used by the guests are still requiring a public IP address to communicate well with their VPN server in their company. 公共IP地址需要在宽带上网系统的DHCP服务器上进行添加和配置，以便客人在客房连接因特网时分配给客人的笔记本和电脑。这个公共IP地址将解决客人无法连接到其公司虚拟专用网络的问题。最然新的虚拟专用网络(VPN)不需要公用IP地址进行点对点通讯，但是多数客人公司用的虚拟专网仍然需要通过公网IP地址来与其公司的虚拟专网服务器通讯。 - 120 - IHG Greater China IT Standard Operating Procedure - Anti-virus Standards Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: Anti-virus Standards Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: INTRODUCTION This document is intended to set out the hotel operational and technical requirements for the antivirus systems. 本文档的目的是组织酒店防病毒系统的运营和技术要求。 REQUIREMENTS y The IHG recommendation is the McAfee Active Virus Defense software which is distributed by NAI (McAfee). 洲际集团推荐使用NAI公司出品的McAfee防病毒软件。 y It is essential that every workstation, laptop, server or other computing device be installed with suitable antivirus software. 给每个工作站、笔记本、服务器和其他电脑设备安装适当的防病毒软件是非常重要的。 y At least weekly, virus updates are to be forward either manually or through an automated process to all workstations and servers to ensure that the latest antivirus definitions are loaded on all systems. 至少每周一次，将病毒更新发通过自动或者手工的方法发送到所有的工作站和服务器上，以保证所有的系统都加载最新的防病毒定义。 y All IHG approved systems and applications are certified to work and to be supported on the recommended antivirus systems above. 所有洲际批准的系统和应用都通过上述推荐的防病毒系统的认证，可以正确工作并且得到支持。 y In addition, all IHG approved vendors have certified their applications and systems to work and be supported on the recommended antivirus systems above. - 121 - IHG Greater China IT Standard Operating Procedure 此外，所有洲际酒店集团批准的供应商，都认证他们的应用和系统的工作能够在上述推荐的防病毒系统下工作，并且得到支持。 y McAfee Active Virus Defense has the following benefits and features: McAfee主动病毒防御具有以下利益和特点: ¾ Broad protection 广泛的保护 To protect against all types of viruses and malicious code, including new and unknown threats 主动病毒防御可以抵御所有类型的病毒和恶意代码，包括新的和未知的威胁 ¾ Cohesive integrated solution 整合的解决方案 Active Virus Defense’s tools combine to seamless operation in a coordinated, easy-to-manage solution 主动病毒防御工具无缝整合在一个易于管理的解决方案中 ¾ Complete system protection 全面的系统保护 To get comprehensive protection for desktops, file servers, e-mail servers, and Internet gateway 得到对工作站电脑、文件服务器、邮件服务器和英特网网管的全面保护。 ¾ Single console management 单一管理界面 Used with McAfee ePolicy Orchestrator, Active Virus Defense provides a complete, single-console, security management solution, including detailed graphical reporting 通过McAfee ePO软件，主动病毒防御可以提供一个全面的、单一管理界面的安全管理解决方案，包括详细的图形报告。 ¾ Updates itself automatically 自动更新 Active Virus Defense automatically keeps computers with the latest security updates, so that IT staff does not have to spend their valuable time on manual processes 自动安装安全更新，IT员工可以节约手工操作所需的宝贵时间 ¾ Proven anti-virus technology 可靠的防病毒技术 McAfee anti-virus technology blocks a wide range of virus and malicious code threat; it uses advanced heuristics as well as generic detection to protected against new viruses and other threats McAfee防病毒技术阻止广泛范围的病毒和恶意代码威胁；与常规检测相比，它使用先进的启发式检测，以防止新病毒和其他威胁的侵扰 ¾ Centralized management 集中管理 Active Virus Defense and ePolicy Orchestrator are integrated for coordinated policy management, deployment, and detailed graphical reporting from one console; ePolicy Orchestrator also enforces virus protection compliance McAfee和ePO将策略管理、部署和详细的图像报告集成在同一控制台中；ePO还能强制实行病毒防护。 - 122 - IHG Greater China IT Standard Operating Procedure ¾ Desktop and file server protection 电脑和文件服务器保护 McAfee® VirusScan® protects desktops and file servers against viruses and other threats; it guards system against exploits that target vulnerabilities in Microsoft® applications and OS services McAfee保护电脑和文件服务器抵御病毒和其他威胁；它保护系统避免遭受针对微软应用程序和操作系统服务漏洞的攻击 ¾ Internet gateway protection 英特网网关保护 ®®By stopping them at the Internet gateway, McAfee WebShield keeps viruses and other Web-based threats out of your network; using integrated content filtering, it also prevents offensive or inappropriate content from reaching users McAfee WebShield可以将病度和基于Web的威胁阻止在英特网网关；集成的内容过滤功能可以防止攻击或不适当的内容到达用户 ¾ E-mail server protection 邮件服务器保护 ® ®Viruses may also enter system through an e-mail server; McAfeeGroupShield specifically protects this layer of network with anti-virus support for Microsoft Exchange servers 病毒也有可能从邮件服务器进入系统，McAfee GroupShield明确在网络层对微软邮件服务器提供防病毒支持。 - 123 - IHG Greater China IT Standard Operating Procedure - IT Computer Hardware Specifications Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IT Computer Hardw are Specifications Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: INTRODUCTION This document is intended to set out the operational and technical requirements for a hotel’s computer hardware. 本文档的目的是组织酒店硬件的运营和技术要求。 REQUIREMENTS ¾ A site survey is required to determine the full requirements at the hotel. The site survey can be completed by the hotel’s IT manager, or a reputable system integrator. 首先需要做一个现场调查来确定酒店的全部需求。现场调查可以有IT经理或者可靠的系统集成商来实施。 ¾ These requirements are stipulated by the application vendors, in order to ensure their system is certified and is supportable on the hardware. 这些需求由应用供应商说明，以保证他们的系统得到认可和支持的硬件。 ¾ The Servers, PC’s and laptops are to be one of the following brands to be inline with IHG standards, and to adhere to the vendors requirements. Hardware from other brands, non-branded hardware, or hardware with components from mixed brands, are not approved nor certified by IHG and vendors: 服务器、电脑和笔记本电脑根据洲际的标准是以下品牌之一，并且遵循供应商需求。其他品牌、无品牌或者由不同品牌零件组装的硬件是不被洲际集团和供应商所批准和认证的。 y IBM ThinkPad y HP/Compaq y Dell ¾ Mac computers such as MacBooks/iMac are not permitted for hotel operations use. Hotel has the option to use MAC computers for the purpose of guest use in business centers - 124 - IHG Greater China IT Standard Operating Procedure and club lounge. 苹果电脑如MacBook和IMac等不应许酒店运作使用。酒店可以在商务中心和行政楼层提供苹果电脑给客人使用。 ¾ Generally, the server setup for an IHG hotel will be as follows: 通常洲际酒店使用的服务器如下： - 2-4 (dependant on number of users) x Servers for the Opera PMS system 2-4台Opera PMS服务器（基于用户数量） - 1 x Server for the Sales & Catering system (not required if Opera S&C is utilized) 1台销售宴会系统服务器（如果使用Opera宴会销售系统不需要） - 1 x Server for the Finance Accounting System 1台财务系统服务器 - 1 x Server for the Email system (optional) 1台邮件系统服务器（可选） - 1 x Server for the Point of Sale system 1台餐饮POS系统服务器 - 1 x Server for Active Directory 1台域控制服务器 - 1 x Servers for the user’s data files 1台用户数据文件服务器 - Servers for other systems, etc 其他系统服务器等 ¾ The main applications are to be installed on their own dedicated server. This ensures that if one server fails, the other applications contributing to the hotel’s operation will not be affected. 主要的应用被安装在他们自己的专用服务器上。以保障当一个服务器故障时，其他的应用可以继续支持酒店的运营而不受影响。 ¾ All servers should run mirror disk imaging and Raid backup. 所有的服务器应当运行磁盘阵列并且制作硬盘镜像备份。 ¾ The servers can either be purchased from the manufacturer or from a local distributor. 服务器可以向生产商或者本地分销商采购。 ¾ For backup purposes, a tape drive should to be utilised, with Symantec Backup Exec as the backup software. Tape backups are to be performed on all systems daily, rotated weekly and monthly, with rotated tapes stored offsite or in a fireproof, secure safe. 为了备份，应当使用磁带驱动器，并且用Symantec Backup Exec作为备份软件。所有的系统每天都需进行磁带备份，磁带每周或者每个月轮换。轮换的磁带存储在酒店外部或者防火的地方，以确保安全。 ¾ Server Image backups can be done by using software like Acronis TrueImage software or alike. - 125 - IHG Greater China IT Standard Operating Procedure 服务器镜像备份可以由专业软件来制作，如”Acronis TrueImage”等。 ¾ Due to the cost of laptops over desktops, it is recommended only senior management and staff who are required to travel frequently (sales staff) should be provided laptops. 由于笔记本电脑的成本高于台式机，所以推荐只有高级管理人员和经常需要出差的员工（如销售员工）等才配置笔记本电脑。 ¾ Printers should be a Hewlett Packard model. Printers should be TCP/IP networked where possible so as to reduce the number of printers required. 打印机应当使用HP品牌。在可能的情况系下，打印机应当通过TCP/IP联网以减少所需的打印机数量。 ¾ The following software is required to be running on the servers: 服务器需要运行下列软件: y Windows 2003 Server Standard Edition R2 or above y Windows 2003 CAL y McAfee Antivirus software with ePolicy Orchestrator utility/agent ¾ Microsoft Windows 2008 Server and Microsoft Vista are not approved, and should not be installed on any server and workstation at the hotel. There is no IHG approved system that has been certified with the Windows 2008 Server/Vista platform. 微软Windows 2008 Server和Vista系统没有被批准，不能安装在酒店任何服务器和工作站电脑上。所有洲际批准的系统都没有在Windows 2008 Server和Vista平台上的认证。 ¾ Computer software should not be installed without a license. This includes beta, test or trial installations. The hotel is required to perform an audit of its computer software licenses at least every 6 months to ensure that the correct number of licenses have been purchased to cover the installations of the product on the workstations. 不能安装没有版权的电脑软件，包括测试和实验性的安装。酒店必须至少每6个月进行其计算机软件许可证的审计，以确保已购买的正确的许可证数量可以涵盖在工作站电脑上的安装。 ¾ All of the above hardware and software has been tested, certified, and approved by IHG and the application vendors. This allows IHG and the vendors to assist and support the hotel when required. 上述所有的硬件和软件都经过洲际集团和应用供应商的测试、认证和批准。当需要时，洲际集团和供应商可以对酒店提供帮助和支持。 ¾ If a variation is required to the above hardware/software due to a specific reason (unable to purchase product locally), the hotel must contact the IHG Property Technology Team to obtain approval before purchase. 如果由于特殊的原因（如不能在当地采购产品等），需要使用与上述的硬件或者软件不一致的产品，酒店必须联系洲际IT团队，在购买前得到批准。 - 126 - IHG Greater China IT Standard Operating Procedure ¾ The hotel should check with the IHG Property Technology Team for the latest hardware specifications. 酒店应当与洲际IT集团联系已得到最新的硬件标准。 - 127 - IHG Greater China IT Standard Operating Procedure – Email Address Requests Department: P&P#: Information BEST PRACTICES <Hotel logo> Technology Subject: Date: IHG Email Account Requests Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: OBJECTIVE: To apply email address for hotel authorized users. 为授权用户申请电子邮件地址。 SCOPE This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 RELATED PROCEDURES: 1. Any authorized user should request a hotel email address with the approval of relevant department head. 所有的授权用户都应当在相应部门经理批准后申请一个电子邮件地址。 2. Any authorized user should fill up the User Rights Form in order for the user to gain a hotel email address. 授权用户填写用户权限表来申请酒店电子邮件地址。 3. IT department should review the requested email address with approval of the user department head. IT 部门检查电子邮件地址申请是否得到用户部门经理的批准。 4. IT department should be filling up the required form (APPENDIX IHG Account Application Form) and duly send the request to Shanghai Helpdesk (@) for processing. This process should take a maximum of 5 working days to be processed. IT部门填写申请表(APPENDIX IHG Account Application Form)并且发送给上海技术支持平台(@) 处理。此过程将在5个工作日内完成。 - 128 - IHG Greater China IT Standard Operating Procedure 5. Shanghai helpdesk personnel will notify the hotel IT department by email if the requested email address is duly authorized and activated. 上海技术支持员工将会通过邮件通知酒店IT部门所申请的邮件地址已经生成并且激活。 6. IT department will configure the staff computer to function accordingly to the IHG Email Configuration. IT员工将按照洲际邮件配置方法设置员工的电脑接收邮件。 7. Any request to have rights and other services like restoration of mailboxes and full rights to other mailboxes should be requested from IT department and will duly request this to the Shanghai Helpdesk. Activation of the requested technical services varies on the priorities and depends on the Shanghai Helpdesk. 所有权限和其他服务的请求，如有想恢复和对其他邮箱的权限等，应当有酒店IT部门向上海技术服务中心提出申请。上海技术支持中心根据不同的技术服务请求的优先级别依次处理。 8. Any password RESET should be done by the user. In any case needed, user should inform the IT department for a password reset and should have to wait 3 to 4 hours before the affectivity time of the new password. 密码的重设应该有用户自己完成。如果需要帮助，用户可以通知IT部门申请密码重设，并且等待3到4个小时新密码激活。 9. Any hotels that have their own email server and own domain (. @) can be created and defined in the hotel premise without consenting with the Shanghai Helpdesk support. 如果酒店有自己的邮件服务器和域名(例如：@)，可以自己规定用户权限创建邮件帐号而不需要上海技术支持中心的协助。 10. Only @ and @ should be coordinated and should be created in the corporate email servers. 只有@和@的帐号需要上海技术支持中心协助并且在集团邮件服务器上创建。 APPENDICES APPENDIX IHG Account Application Form - 129 - IHG Greater China IT Standard Operating Procedure - Point of Sales Item Department: STANDARD P&P#: Information OPERATING <Hotel logo> Technology PROCEDURE Subject: Date: Point of Sales Item Prepared by: Approved by: ____________ ______________________ ___________________ <name of IT Manager> <name of GM> <name of FC> IT Manager General Manager Dir of Finance & Business Support<hotel name> Distribution List: OBJECTIVE: To practice a smooth and secured flow of procedure on changing, adding and editing of items with our Point of Sales System. 建立一个流畅和可靠的处理流程来替换、增加或者编辑POS系统的项目。 SCOPE This applies to all Greater China Hotels Information Technology Department. 适用于所有大中华区酒店IT部。 RELATED PROCEDURES: 1. Any additions, changes of items and item prices are to be known from outlets. An outlet manager will be raising the POS Item List/Change form indicating all the items, item prices, promos, discounts and has to be submitted to the F&B Director for approval. 任何对项目以及项目价格的增加或者修改都是由营业点提出。营业点经理递交POS系统项目清单和更改表来明确所有的项目、项目价格、优惠、折扣，并且由餐饮总监批准。 2. Once approved by the F&B Director, the form should be forwarded to the cost controller for approval on the costing of each item. 餐饮总监批准后，表格转发到成本控制核算批准每个项目的成本。 3. Cost controller then should immediately forward the approved costing (change in price, new items) to IT department for coding in the POS server. Please take note that the effectively date for all requests should be 5 days before the exact effectively date of the items in the POS to give ample time to IT department to program the items, keys, scripts and configurations. 成本控制然后将批准后的成本（价格变化、新项目等）转交给IT部门在POS服务器上输入。请注意在项目实际生效日期的5天前把请求交给IT部门，以便IT部门有足够的时间来修改项 - 130 - IHG Greater China IT Standard Operating Procedure 目、按键、脚本和配置。 4. Once all the items are in place in the POS system, IT department should be contacting the outlet to see and check the items and prices in their POS workstations installed in their respective outlets. 当所有的项目都在POS系统内设置完成后，IT部门将联系营业点查看和检查项目和价格在其POS终端上已经被正确设置。 5. Once all the items are checked and approved by the outlet manager, the POS Item List/Change form now will be forwarded back to the cost controller for the signature of the Director of Finance and then to the General Manager. 当所有的项目由营业点经理检查确认后，POS项目清单/修改表将送回给成本控制，成本控制依次递交给财务总监和总经理签字。 6. The cost controller then will be filing the POS Item List/Change form for future reference. 成本控制将POS项目清单/修改表存档以便今后查询参考。