CONTENTS 

1. OBJECTIVES 
2. SCOPE 
3. RESPONSIBILITIES 
4. RECORDS AND REFERENCES 
5. PROCEDURE DETAILS 
Page No. 
Rev. No. 
Effectivity Nature of Change 
1 1 07 April 2014 
2 1 07 April 2014 
3 1 07 April 2014 
5.1 Receive new ticket/request thru Request Management System from 
HIMS user or IT related equipment user. [rev1] 5.2. Assign technician through RMS and proceed 
to the 
department/section concerned. [rev1] 
4 1 07 April 2014 
5.4.1 Problem solved, proceed to 5.6. [rev1] 5.4.2 Problem not solved proceed to 5.4.2. [rev1] 
5.9 Close ticket by clicking close button [rev1] 5.10 Fill out remark field and close ticket by 
clicking close button [rev1] 5.11 Verify ticket/request by clicking Verify Button [rev1] 
Approved Prepared by: 
by: “Original Signed” 
“Original Signed” 
Richard T. dela Rama 
Perry Ishmael G. Peralta, MD 
OIC, IT and Communications Service 
Medical Director 
Material contained herein in this document are proprietary and copyrighted property of the Makati City Government 
and cannot be copied or reproduced without government’s permission. THIS DOCUMENT BECOMES 
UNCONTROLLED DOCUMENT WHEN PRINTED. 
City Government of Makati OSPITAL NG MAKATI Sampaguita corner Gumamela Sts., Bgy. Pembo, Makati City 
Document No.: 
OsMak-IT-OP 
Effectivity Date: 
07 April 2014 
Document Title: 
OPERATING PROCEDURE ON INFORMATION TECHNOLOGY CORRECTIVE MAINTENANCE 
Revision No.: 
1 
Page No.: 
1 of 4 
Reviewed by: 
“Original Signed” Vergel P. Binay, MD DQMR 
 
1. OBJECTIVES 
To define the standard procedure on implementing corrective maintenance on Information 
Technology related problems and to determine its effectiveness on the solution applied. 
2. SCOPE 
This procedure covers from the receipt of ticket/request regarding IT related problem to closing 
of ticket/request. 
3. RESPONSIBILITIES 
3.1. The Medical Director shall have the authority for the approval of this document; secondary 
responsibility is assigned to Assistant to the Medical Director for Administration and 
Finance. 3.2. The Department QMR shall ensure the implementation and review of this 
procedure. 3.3. The Department Document Controller shall be responsible for the maintenance of 
approved 
changes in this procedure and for the control of this document. 3.4. The Department 
Records Custodian shall be responsible for the maintenance and control of 
records. 
4. RECORDS AND REFERENCES 
4.1. QMR-QP-01 Control of Documents Procedure 4.2. QMR-QP-02 Control of Records 
Procedure 4.3. QMR-QP-03 Control of Nonconforming Service Procedure 4.4. OsMak-QPlan 
OsMak Quality Plan 4.5. OsMak-IT-SD-RMS OsMak Request Management System 
Approved Prepared by: 
by: “Original Signed” 
“Original Signed” 
Richard T. dela Rama 
Perry Ishmael G. Peralta, MD 
OIC, IT and Communications Service 
Medical Director 
Material contained herein in this document are proprietary and copyrighted property of the Makati City Government 
and cannot be copied or reproduced without government’s permission. THIS DOCUMENT BECOMES 
UNCONTROLLED DOCUMENT WHEN PRINTED. 
City Government of Makati OSPITAL NG MAKATI Sampaguita corner Gumamela Sts., Bgy. Pembo, Makati City 
Document No.: 
OsMak-IT-OP 
Effectivity Date: 
07 April 2014 
Document Title: 
 OPERATING PROCEDURE ON INFORMATION TECHNOLOGY CORRECTIVE MAINTENANCE 
Revision No.: 
1 
Page No.: 
2 of 4 
Reviewed by: 
“Original Signed” Vergel P. Binay, MD DQMR 
 
5. PROCEDURE DETAILS 
RESPONSIBLE DESCRIPTION INTERFACE PROCEDURE FLOW 
IT Personnel 5.1 Receive new ticket/request thru 
Request Management System from HIMS user or IT related equipment user. [rev1] 
5.2. Assign technician through RMS 
and proceed to the department/section concerned. [rev1] 
START 

- Request 
Management System (RMS) 
RECEIVE END-USER REQUEST 

End User 5.3. Describe the problem to IT 

personnel. 
IT Personnel 5.4. Determine the potential cause 
and extent of the problem. 
Y N 5.4.1 No need to pull out unit, 
proceed to 5.6 
5.4.2 Need to pull out the unit, provide service unit. 
5.5 Notify end user the estimated 
time for the return of unit. 
UNIT NEEDS TO BE PULLED OUT? 
ADVICE END USER AN ESTIMATED DATE AND TIME FOR UNIT TO BE REPAIRED 
B 
Approved Prepared by: 
by: “Original Signed” 
“Original Signed” 
Richard T. dela Rama 
Perry Ishmael G. Peralta, MD 
OIC, IT and Communications Service 
Medical Director 
Material contained herein in this document are proprietary and copyrighted property of the Makati City Government 
and cannot be copied or reproduced without government’s permission. THIS DOCUMENT BECOMES 
UNCONTROLLED DOCUMENT WHEN PRINTED. 
City Government of Makati OSPITAL NG MAKATI Sampaguita corner Gumamela Sts., Bgy. Pembo, Makati City 
Document No.: 
OsMak-IT-OP 
Effectivity Date: 
07 April 2014 
Document Title: 

OPERATING PROCEDURE ON INFORMATION TECHNOLOGY CORRECTIVE MAINTENANCE 

Revision No.: 
1 
Page No.: 
3 of 4 
Reviewed by: 
“Original Signed” Vergel P. Binay, MD DQMR 
INITIATE CORRECTIVE ACTION REPORT 
DESCRIPTION OF THE PROBLEM 
IDENTIFY POTENTIAL CAUSE 
PROVIDE SERVICE UNIT, PULL OUT UNIT C 
A 
 
RESPONSIBLE DESCRIPTION INTERFACE PROCEDURE FLOW 
IT Personnel 5.6 Apply corrective action. 
5.7 Test the applied corrective 
action. 
5.7.1 Problem solved, proceed to 5.9. [rev1] 5.7.2 Problem not solved proceed to 5.4.2. [rev1] 
IT Personnel 5.8 Confirm corrective action for 
problem. 5.8.1 If problem is solved, proceed to 5.9.[rev1] 5.8.2 If problem is not solved, return to 
5.4.2. [rev1] 
5.9 Close ticket by clicking close 
button [rev1] 
5.10 Fill out remark field and close ticket by clicking close button [rev1] 
5.11 Verify ticket/request by clicking 
Verify Button [rev1] 
A 
SELECT & IMPLEMENT CORRECTIVE ACTION 
TEST EFFECTIVENESS OF THE CORRECTIVE 
B ACTION 

Y 
PROBLEM HAS BEEN N SOLVED? C 

End-User 
-RMS CLOSE TICKET/REQUEST 

IT Personnel 
VERIFY TICKET/REQUEST 

IT Head 
END 
Approved Prepared by: 
by: “Original Signed” 
“Original Signed” 
Richard T. dela Rama 
Perry Ishmael G. Peralta, MD 
OIC, IT and Communications Service 
Medical Director 
Material contained herein in this document are proprietary and copyrighted property of the Makati City Government 
 and cannot be copied or reproduced without government’s permission. THIS DOCUMENT BECOMES 
UNCONTROLLED DOCUMENT WHEN PRINTED. 
City Government of Makati OSPITAL NG MAKATI Sampaguita corner Gumamela Sts., Bgy. Pembo, Makati City 
Document No.: 
OsMak-IT-OP 
Effectivity Date: 
07 April 2014 
Document Title: 
OPERATING PROCEDURE ON INFORMATION TECHNOLOGY CORRECTIVE MAINTENANCE 
Revision No.: 
1 
Page No.: 
4 of 4 
Reviewed by: 
“Original Signed” Vergel P. Binay, MD DQMR