OBJECTIVE

More than half of the life cycle costs are attributed to the operations and maintenance of systems. In this phase, it is essential that all facets of operations and maintenance are performed. The system is being used and scrutinized to ensure that it meets the needs initially stated in the planning phase. Problems are detected and new needs arise. This may require modification to existing code, new code to be developed and/or hardware configuration changes. Providing user support is an ongoing activity. New users will require training and others will require training as well. The emphasis of this phase will be to ensure that the users’ needs are met and the system continues to perform as specified in the operational environment. Additionally, as operations and maintenance personnel monitor the current system they may become aware of better ways to improve the system and therefore make recommendations. Changes will be required to fix problems, possibly add features and make improvements to the system. This phase will continue as long as the system is in use.

TASKS AND ACTIVITIES

1.  Identify Systems Operations

Operations support is an integral part of the day to day operations of a system. In small systems, all or part of each task may be done by the same person. But in large systems, each function may be done by separate individuals or even separate areas. The Operations Manual is developed in previous SDLC phases. This document defines tasks, activities and responsible parties and will need to be updated as changes occur. Systems operations activities and tasks need to be scheduled, on a recurring basis, to ensure that the production environment is fully functional and is performing as specified. The following is a checklist of systems operations key tasks and activities:

• Ensure that systems and networks are running and available during the defined hours of Operations;
• Implement non-emergency requests during scheduled Outages, as prescribed in the Operations Manual;
• Ensure all processes, manual and automated, are documented in the operating procedures. These processes should comply with the system documentation;
• Acquisition and storage of supplies (i.e. paper, toner, tapes, removable disk);
• Perform backups (day-to-day protection, contingency);
• Perform the physical security functions including ensuring adequate UPS, Personnel have proper security clearances and proper access privileges etc.;
• Ensure contingency planning for disaster recovery is current and tested ;
• Ensure users are trained on current processes and new processes;
• Ensure that service level objectives are kept accurate and are monitored;
• Maintain performance measurements, statistics, and system logs. Examples of performance measures include volume and frequency of data to be processed in each mode, order and type of operations;
• Monitor the performance statistics, report the results and escalate problems when they occur.

2.  Maintain Data / Software Administration

Data / Software Administration is needed to ensure that input data and output data and data bases are correct and continually checked for accuracy and completeness. This includes insuring that any regularly scheduled jobs are submitted and completed correctly. Software and data bases should be maintained at (or near) the current maintenance level. The backup and recovery processes for data bases are normally different than the day-to-day DASD volume backups. The backup and recovery process of the data bases should be done as a Data / Software Administration task by a data administrator. A checklist of Data / Software Administration tasks and activities are:

• Performing a periodic Verification / Validation of data, correct data related problems;
• Performing production control and quality control functions (Job submission, checking and corrections);
• Interfacing with other functional areas for Day-to-day checking / corrections;
• Installing, configuring, upgrading and maintaining data base(s).
• Developing and performing data / data base backup and recovery routines for data integrity and recoverability. Ensure documented properly in the Operations Manual;
• Developing and maintaining a performance and tuning plan for online process and data bases;