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SYSTEMS ANALYSIS & DESIGN
           PHASE 5
SYSTEMS OPERATION & SUPPORT




  Systems Operation and Support
PHASE 5
                                                   2
 SDLC Phases
 Phase 5: Systems Operation and Support
 Objectives
          Provide maintenance and improvements for the
          new information system
          Support users and help them obtain the most
          value from the new system




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                    3
 Chapter 12
 Systems Operation and Support




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                 4
 Objectives
      Explain how the systems operation and
      support phase relates to the rest of the SDLC
      Describe the information center concept and
      how it supports user needs
      Discuss the three main categories of systems
      maintenance
      Describe standard maintenance procedures



SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                               5
 Objectives
      Discuss the role of configuration management
      in systems operation
      Describe the process of capacity planning,
      including workload and performance
      measurements
      Recognize the signs of system obsolescence




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                 6
 Introduction
      The new system must meet user expectations
      and provide support for business objectives
      Systems analysts perform maintenance, and
      also act as internal consultants to help users
      obtain the greatest value from the system
      The more a system is used, the more features
      and enhancements are requested, and the
      more maintenance is required


SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                    7
 Introduction
      Chapter topics
          Three types of maintenance: corrective,
          adaptive, and perfective
          Support techniques include maintenance teams,
          configuration management, and maintenance
          releases
          System performance issues
          CASE maintenance tools
          Recognizing system obsolescence


SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
 Overview of Systems Support and              8

 Maintenance Activities
      The systems operation and support phase
      begins when the system becomes operational
      and ends when the system is replaced




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
 Overview of Systems Support and                      9

 Maintenance Activities
      After delivering the system, the analyst must
      perform two tasks
          Provide guidance and user training
             Formal training sessions
             Technical support
             Creation of a centralized information center
          Perform necessary maintenance
             Keep the system operating properly
             Increase its value to users

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                               10
 Support Activities
      User training and assistance
          Current employees are trained when the new
          system is introduced
          New employees typically are trained by user
          departments, rather than IS staff
          If significant changes take place, the IS group
          might develop a user training package
               Special Help via e-mail or company intranet
               Revisions to the user guide
               Training manual supplements
               Formal training sessions
                                      Click to see Figure 12-1
SYSTEMS ANALYSIS & DESIGN 3E                                     Package
PHASE 5
                                                               11
 Support Activities
      Information centers
          An information center has three main objectives
             To help people use system resources more
             effectively
             To provide answers to technical or
             operational questions
             To make users more productive by teaching
             them how to meet their own information
             needs
          An information center also is called a help desk
                                      Click to see Figure 12-2
SYSTEMS ANALYSIS & DESIGN 3E                                     Package
PHASE 5
                                                   12
 Support Activities
      Information centers
          Typical information center tasks
             Show a user how to create a data query or
             report
             Demonstrate an advanced system feature
             Help a user recover damaged data
             Offer tips for better operation
             Explain an undocumented software feature
             Show a user how to write a macro
             Explain how to access the company’s
             intranet or the Internet
SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                               13
 Support Activities
          Typical information centers tasks
              Assist a user in developing a simple database
              Answer questions about software licensing
              and upgrades
              Provide information about system
              specifications
              Recommend a system solution that integrates
              data from different locations
          An information center also monitors
          performance and provides support

                                      Click to see Figure 12-3
SYSTEMS ANALYSIS & DESIGN 3E                                     Package
PHASE 5
                                                                   14
 Maintenance Activities
      The overall cost of a system includes the
      systems operation and support phase
      Costs include fixed operational costs and
      maintenance activities
      Operational costs are relatively constant,
      while maintenance costs vary over time
          High costs when system is implemented
          Relatively low costs during system’s useful life
          High costs near end of system’s useful life
                                      Click to see Figure 12-4
                                                                    Package




                                      Click to see Figure 12-5
SYSTEMS ANALYSIS & DESIGN 3E                                        Package
PHASE 5
                                                    15
 Maintenance Activities
      Operational costs
          Supplies
          Equipment rentals
          Software leases
      Maintenance activities
          Changing programs, procedures, or
          documentation to ensure correct performance
          Adapting the system to changing requirements
          Making the system operate more efficiently

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                  16
 Maintenance Activities
      Three types of maintenance
          Corrective maintenance
             To fix errors
          Adaptive maintenance
             To add new capability and enhancements
          Perfective maintenance
             To improve efficiency




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                               17
 Maintenance Activities
      Corrective maintenance
          Diagnoses and corrects errors in the system
          Investigation, analysis, design, and testing are
          necessary before a solution is implemented
          Typically, a user submits a systems request form
          with supporting evidence, if necessary
             Response depends on the priority of the
             request
             All maintenance is logged


                                      Click to see Figure 12-6
SYSTEMS ANALYSIS & DESIGN 3E                                     Package
PHASE 5
                                                     18
 Maintenance Activities
      Adaptive maintenance
          Adds enhancements to the system
          An enhancement is a new feature or capability
          Adaptive maintenance often is required in a
          dynamic business environment
          An adaptive maintenance project is like a mini-
          SDLC, with similar phases and tasks
          Can be more difficult than new systems
          development, because of the constraints of an
          existing system

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                                19
 Maintenance Activities
      Perfective maintenance
          Involves changing an operational system to
          make it more efficient, reliable, or maintainable
          Requests for corrective and adaptive
          maintenance typically come from users, while
          requests for perfective maintenance typically
          come from the IS department
          Techniques
             Reverse engineering tools aid design
             analysis
             Reengineering tools can be used
             interactively to correct errors
                                       Click to see Figure 12-7
SYSTEMS ANALYSIS & DESIGN 3E                                      Package
PHASE 5
 Managing Systems Operation and                20

 Support
      Systems operation requires effective
      management techniques
          Maintenance team
          Configuration management
          Maintenance releases




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
 Managing Systems Operation and                    21

 Support
      Maintenance team
          Consists of systems analysts and programmers
          Systems analysts on maintenance work need
              Solid background in information technology
              Strong analytical abilities
              Solid understanding of business operations
              Effective interpersonal and communication
              skills
          Analysis: studying the whole to understand the
          individual elements
          Synthesis: studying the individual elements to
          understand the overall system
SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
 Managing Systems Operation and                     22

 Support
      Configuration management
          Process for controlling changes in system
          requirements
          Usually involves three steps
           1. The maintenance request
           2. Initial action on the request
           3. Final disposition of the request
          Objectives of configuration management
              Manage different versions of the system
              Organize and handle documentation
SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                      23
 TRADEOFF
      Should a systems review committee evaluate
      maintenance and new systems requests
      separately, or together?
          Some say “let the dollars go where they will do
          the most good, regardless of project type”
          Others feel that separate allocations are needed
          to protect maintenance projects
          All projects draw from the same resource pool,
          but IS groups often are organized into separate
          teams, and can handle separate projects better

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                               24
 A KEY QUESTION
      At Brightside Insurance Company, you
      organized the IS group into two units — one
      for new systems, one for maintenance
      Now one of your best people might quit if he
      is assigned to the maintenance team
      Should you adopt a different policy and allow
      voluntary assignments?
      If you must make the assignments, what
      criteria should you use?

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
 Managing Systems Operation and                     25

 Support
      Maintenance releases
          With a maintenance release methodology, all
          noncritical changes are held until they can be
          implemented at one time
          Each new system version is called a release
          Numbering systems
             Whole number = significant change
             After decimal = relatively minor changes or
             fixes
          There are pros and cons to this approach

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                               26
 Managing System Performance
      System performance directly affects users
      Centralized operations are easier to measure
      than complex networks and client/server
      systems
      Various statistics can be used to assess
      system performance
      Capacity planning uses operational data to
      forecast system capability and future needs


SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                           27
 Managing System Performance
      Performance and workload measurement
          Response time
          Turnaround time
          Throughput




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                      28
 Managing System Performance
      Response time
          Response time is the overall time between a
          request for system activity and the delivery of
          the response
          Response time includes three elements
              The time necessary to transmit or deliver the
              request to the system
              The time the system needs to process the
              results
              The time it takes to transmit or deliver the
              results back to the user
          Response time is critical for user satisfaction
SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                      29
 Managing System Performance
      Turnaround time
          Turnaround time measures the efficiency of
          centralized computer operations, which still are
          used for certain tasks, such as credit card
          processing
          Turnaround time is the amount of time between
          the arrival of a request at a computer center and
          the availability of the output for delivery or
          transmission



SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                       30
 Managing System Performance
      Throughput
          Throughput measures the efficiency of the
          computer itself
          Throughput is the time from the input of a
          request to the central processor until the output
          is delivered to the system




SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                              31
 Managing System Performance
      Capacity planning
          Monitors current activity and performance levels
          Anticipates future activity
          Forecasts the resources needed to provide
          desired levels of service
          In capacity planning you can use a technique
          called what-if analysis, where you vary one or
          more elements in a model to see the effect on
          other elements
                                     Click to see Figure 12-8a   Package




                                     Click to see Figure 12-8b
SYSTEMS ANALYSIS & DESIGN 3E                                     Package
PHASE 5
                                                    32
 CASE Tools for System Maintenance
      A CASE toolkit provides valuable tools for
      system evaluation and maintenance, such as
          A performance monitor
          A program analyzer
          An interactive debugging analyzer
          A restructuring or reengineering tool
          Automated documentation tools
          Network activity monitors
          Workload forecasting software

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                         33
 System Obsolescence
      A system becomes obsolete when its
      functions are no longer required by users or
      when the platform becomes outmoded
      Typical signs of obsolescence
          Adaptive and corrective maintenance is
          increasing steadily
          Operational costs or execution times are
          increasing rapidly, and routine perfective
          maintenance does not reverse the trend


SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                                    34
 System Obsolescence
      Typical signs of obsolescence
          A software package is available that provides
          the same or additional services faster, better, and
          less expensively
          New technology offers a way to perform the
          same or additional functions more efficiently
          Maintenance changes or additions are difficult
          and expensive to perform
          Users request significant new features to support
          business requirements
                                       Click to see Figure 12-9      Package




                                       Click to see Figure 12-10
SYSTEMS ANALYSIS & DESIGN 3E                                         Package
PHASE 5
                                                    35
 SOFTWEAR, LIMITED
      Status report: in mid-December 1999, the
      payroll package and the ESIP system both are
      operating successfully and SWL users are
      satisfied
      Corrective maintenance has been performed
          Printing and alignment problems were resolved
      Adaptive maintenance has been requested
          Human resources department wants to develop
          an annual employee benefits statement, and add
          additional ESIP deduction choices
SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                     36
 SOFTWEAR, LIMITED
      New developments
          Pacific Software announced the latest version of
          its payroll package, which supports integration
          of payroll and human resources functions
          SWL decides to investigate the possibility of a
          human resources information system (HRIS)
          After a preliminary investigation, IS staff
          recommends that SWL upgrade to the new
          payroll package and study the development of a
          company-wide human resources system

SYSTEMS ANALYSIS & DESIGN 3E
PHASE 5
                                                     37
 SOFTWEAR, LIMITED
      The future
          The business environment is changing rapidly
          SWL must investigate new information
          management technology constantly
          At this point, the systems development life cycle
          for SWL begins again




SYSTEMS ANALYSIS & DESIGN 3E

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Chap12

  • 1. SYSTEMS ANALYSIS & DESIGN PHASE 5 SYSTEMS OPERATION & SUPPORT Systems Operation and Support
  • 2. PHASE 5 2 SDLC Phases Phase 5: Systems Operation and Support Objectives Provide maintenance and improvements for the new information system Support users and help them obtain the most value from the new system SYSTEMS ANALYSIS & DESIGN 3E
  • 3. PHASE 5 3 Chapter 12 Systems Operation and Support SYSTEMS ANALYSIS & DESIGN 3E
  • 4. PHASE 5 4 Objectives Explain how the systems operation and support phase relates to the rest of the SDLC Describe the information center concept and how it supports user needs Discuss the three main categories of systems maintenance Describe standard maintenance procedures SYSTEMS ANALYSIS & DESIGN 3E
  • 5. PHASE 5 5 Objectives Discuss the role of configuration management in systems operation Describe the process of capacity planning, including workload and performance measurements Recognize the signs of system obsolescence SYSTEMS ANALYSIS & DESIGN 3E
  • 6. PHASE 5 6 Introduction The new system must meet user expectations and provide support for business objectives Systems analysts perform maintenance, and also act as internal consultants to help users obtain the greatest value from the system The more a system is used, the more features and enhancements are requested, and the more maintenance is required SYSTEMS ANALYSIS & DESIGN 3E
  • 7. PHASE 5 7 Introduction Chapter topics Three types of maintenance: corrective, adaptive, and perfective Support techniques include maintenance teams, configuration management, and maintenance releases System performance issues CASE maintenance tools Recognizing system obsolescence SYSTEMS ANALYSIS & DESIGN 3E
  • 8. PHASE 5 Overview of Systems Support and 8 Maintenance Activities The systems operation and support phase begins when the system becomes operational and ends when the system is replaced SYSTEMS ANALYSIS & DESIGN 3E
  • 9. PHASE 5 Overview of Systems Support and 9 Maintenance Activities After delivering the system, the analyst must perform two tasks Provide guidance and user training Formal training sessions Technical support Creation of a centralized information center Perform necessary maintenance Keep the system operating properly Increase its value to users SYSTEMS ANALYSIS & DESIGN 3E
  • 10. PHASE 5 10 Support Activities User training and assistance Current employees are trained when the new system is introduced New employees typically are trained by user departments, rather than IS staff If significant changes take place, the IS group might develop a user training package Special Help via e-mail or company intranet Revisions to the user guide Training manual supplements Formal training sessions Click to see Figure 12-1 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 11. PHASE 5 11 Support Activities Information centers An information center has three main objectives To help people use system resources more effectively To provide answers to technical or operational questions To make users more productive by teaching them how to meet their own information needs An information center also is called a help desk Click to see Figure 12-2 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 12. PHASE 5 12 Support Activities Information centers Typical information center tasks Show a user how to create a data query or report Demonstrate an advanced system feature Help a user recover damaged data Offer tips for better operation Explain an undocumented software feature Show a user how to write a macro Explain how to access the company’s intranet or the Internet SYSTEMS ANALYSIS & DESIGN 3E
  • 13. PHASE 5 13 Support Activities Typical information centers tasks Assist a user in developing a simple database Answer questions about software licensing and upgrades Provide information about system specifications Recommend a system solution that integrates data from different locations An information center also monitors performance and provides support Click to see Figure 12-3 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 14. PHASE 5 14 Maintenance Activities The overall cost of a system includes the systems operation and support phase Costs include fixed operational costs and maintenance activities Operational costs are relatively constant, while maintenance costs vary over time High costs when system is implemented Relatively low costs during system’s useful life High costs near end of system’s useful life Click to see Figure 12-4 Package Click to see Figure 12-5 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 15. PHASE 5 15 Maintenance Activities Operational costs Supplies Equipment rentals Software leases Maintenance activities Changing programs, procedures, or documentation to ensure correct performance Adapting the system to changing requirements Making the system operate more efficiently SYSTEMS ANALYSIS & DESIGN 3E
  • 16. PHASE 5 16 Maintenance Activities Three types of maintenance Corrective maintenance To fix errors Adaptive maintenance To add new capability and enhancements Perfective maintenance To improve efficiency SYSTEMS ANALYSIS & DESIGN 3E
  • 17. PHASE 5 17 Maintenance Activities Corrective maintenance Diagnoses and corrects errors in the system Investigation, analysis, design, and testing are necessary before a solution is implemented Typically, a user submits a systems request form with supporting evidence, if necessary Response depends on the priority of the request All maintenance is logged Click to see Figure 12-6 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 18. PHASE 5 18 Maintenance Activities Adaptive maintenance Adds enhancements to the system An enhancement is a new feature or capability Adaptive maintenance often is required in a dynamic business environment An adaptive maintenance project is like a mini- SDLC, with similar phases and tasks Can be more difficult than new systems development, because of the constraints of an existing system SYSTEMS ANALYSIS & DESIGN 3E
  • 19. PHASE 5 19 Maintenance Activities Perfective maintenance Involves changing an operational system to make it more efficient, reliable, or maintainable Requests for corrective and adaptive maintenance typically come from users, while requests for perfective maintenance typically come from the IS department Techniques Reverse engineering tools aid design analysis Reengineering tools can be used interactively to correct errors Click to see Figure 12-7 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 20. PHASE 5 Managing Systems Operation and 20 Support Systems operation requires effective management techniques Maintenance team Configuration management Maintenance releases SYSTEMS ANALYSIS & DESIGN 3E
  • 21. PHASE 5 Managing Systems Operation and 21 Support Maintenance team Consists of systems analysts and programmers Systems analysts on maintenance work need Solid background in information technology Strong analytical abilities Solid understanding of business operations Effective interpersonal and communication skills Analysis: studying the whole to understand the individual elements Synthesis: studying the individual elements to understand the overall system SYSTEMS ANALYSIS & DESIGN 3E
  • 22. PHASE 5 Managing Systems Operation and 22 Support Configuration management Process for controlling changes in system requirements Usually involves three steps 1. The maintenance request 2. Initial action on the request 3. Final disposition of the request Objectives of configuration management Manage different versions of the system Organize and handle documentation SYSTEMS ANALYSIS & DESIGN 3E
  • 23. PHASE 5 23 TRADEOFF Should a systems review committee evaluate maintenance and new systems requests separately, or together? Some say “let the dollars go where they will do the most good, regardless of project type” Others feel that separate allocations are needed to protect maintenance projects All projects draw from the same resource pool, but IS groups often are organized into separate teams, and can handle separate projects better SYSTEMS ANALYSIS & DESIGN 3E
  • 24. PHASE 5 24 A KEY QUESTION At Brightside Insurance Company, you organized the IS group into two units — one for new systems, one for maintenance Now one of your best people might quit if he is assigned to the maintenance team Should you adopt a different policy and allow voluntary assignments? If you must make the assignments, what criteria should you use? SYSTEMS ANALYSIS & DESIGN 3E
  • 25. PHASE 5 Managing Systems Operation and 25 Support Maintenance releases With a maintenance release methodology, all noncritical changes are held until they can be implemented at one time Each new system version is called a release Numbering systems Whole number = significant change After decimal = relatively minor changes or fixes There are pros and cons to this approach SYSTEMS ANALYSIS & DESIGN 3E
  • 26. PHASE 5 26 Managing System Performance System performance directly affects users Centralized operations are easier to measure than complex networks and client/server systems Various statistics can be used to assess system performance Capacity planning uses operational data to forecast system capability and future needs SYSTEMS ANALYSIS & DESIGN 3E
  • 27. PHASE 5 27 Managing System Performance Performance and workload measurement Response time Turnaround time Throughput SYSTEMS ANALYSIS & DESIGN 3E
  • 28. PHASE 5 28 Managing System Performance Response time Response time is the overall time between a request for system activity and the delivery of the response Response time includes three elements The time necessary to transmit or deliver the request to the system The time the system needs to process the results The time it takes to transmit or deliver the results back to the user Response time is critical for user satisfaction SYSTEMS ANALYSIS & DESIGN 3E
  • 29. PHASE 5 29 Managing System Performance Turnaround time Turnaround time measures the efficiency of centralized computer operations, which still are used for certain tasks, such as credit card processing Turnaround time is the amount of time between the arrival of a request at a computer center and the availability of the output for delivery or transmission SYSTEMS ANALYSIS & DESIGN 3E
  • 30. PHASE 5 30 Managing System Performance Throughput Throughput measures the efficiency of the computer itself Throughput is the time from the input of a request to the central processor until the output is delivered to the system SYSTEMS ANALYSIS & DESIGN 3E
  • 31. PHASE 5 31 Managing System Performance Capacity planning Monitors current activity and performance levels Anticipates future activity Forecasts the resources needed to provide desired levels of service In capacity planning you can use a technique called what-if analysis, where you vary one or more elements in a model to see the effect on other elements Click to see Figure 12-8a Package Click to see Figure 12-8b SYSTEMS ANALYSIS & DESIGN 3E Package
  • 32. PHASE 5 32 CASE Tools for System Maintenance A CASE toolkit provides valuable tools for system evaluation and maintenance, such as A performance monitor A program analyzer An interactive debugging analyzer A restructuring or reengineering tool Automated documentation tools Network activity monitors Workload forecasting software SYSTEMS ANALYSIS & DESIGN 3E
  • 33. PHASE 5 33 System Obsolescence A system becomes obsolete when its functions are no longer required by users or when the platform becomes outmoded Typical signs of obsolescence Adaptive and corrective maintenance is increasing steadily Operational costs or execution times are increasing rapidly, and routine perfective maintenance does not reverse the trend SYSTEMS ANALYSIS & DESIGN 3E
  • 34. PHASE 5 34 System Obsolescence Typical signs of obsolescence A software package is available that provides the same or additional services faster, better, and less expensively New technology offers a way to perform the same or additional functions more efficiently Maintenance changes or additions are difficult and expensive to perform Users request significant new features to support business requirements Click to see Figure 12-9 Package Click to see Figure 12-10 SYSTEMS ANALYSIS & DESIGN 3E Package
  • 35. PHASE 5 35 SOFTWEAR, LIMITED Status report: in mid-December 1999, the payroll package and the ESIP system both are operating successfully and SWL users are satisfied Corrective maintenance has been performed Printing and alignment problems were resolved Adaptive maintenance has been requested Human resources department wants to develop an annual employee benefits statement, and add additional ESIP deduction choices SYSTEMS ANALYSIS & DESIGN 3E
  • 36. PHASE 5 36 SOFTWEAR, LIMITED New developments Pacific Software announced the latest version of its payroll package, which supports integration of payroll and human resources functions SWL decides to investigate the possibility of a human resources information system (HRIS) After a preliminary investigation, IS staff recommends that SWL upgrade to the new payroll package and study the development of a company-wide human resources system SYSTEMS ANALYSIS & DESIGN 3E
  • 37. PHASE 5 37 SOFTWEAR, LIMITED The future The business environment is changing rapidly SWL must investigate new information management technology constantly At this point, the systems development life cycle for SWL begins again SYSTEMS ANALYSIS & DESIGN 3E