This chapter discusses systems support and security, which is the final phase of the systems development life cycle. It involves maintaining systems, handling security issues, and supporting users. The key activities in this phase include user support through training and help desks, performing different types of maintenance, managing system performance, ensuring security at multiple levels, conducting backups and disaster recovery, and planning for system obsolescence. The chapter also covers future challenges and opportunities for IT professionals to strategically plan their careers.

1. Systems Analysis and Design
9th Edition
Chapter 12
Managing Systems Support and
Security

2. 2
Phase Description
• Systems Operation, Support, and Security is the
final phase in the systems development life cycle
• You will support and maintain the system, handle
security issues, protect the integrity of the system
and its data, and be alert to any signs of
obsolescence
• The deliverable for this phase is an operational
system that is properly maintained, supported,
and secured

3. 3
Chapter Objectives
• Explain the systems support and security
phase
• Describe user support activities, including user
training and help desks
• Define the four types of maintenance
• Explain various techniques for managing
systems maintenance and support

4. 4
Chapter Objectives
• Describe techniques for
measuring, managing, and planning system
performance
• Explain risk management concepts
• Assess system security at six levels: physical
security, network security, application
security, file security, user security, and
procedural security

5. 5
Chapter Objectives
• Describe backup and disaster recovery
• List factors indicating that a system has
reached the end of its useful life
• Assess future challenges and opportunities for
IT professionals
• Develop a strategic plan for career
advancement and strong IT credentials

6. 6
Introduction
• Managing systems support and security
involves three main concerns: user
expectations, system performance, and
security requirements
• Successful, robust systems often need the
most support
• In most organizations, more than half of all IT
department effort goes into supporting
existing systems

7. 7
Overview
• The systems support and security phase
begins when a system becomes operational
and continues until the system reaches the
end of its useful life
• After delivering the system, the IT team
focuses on support and maintenance tasks

8. User Support
• User Training
– Additionally, new
employees must be trained
on the company’s
information systems
– User training package
– Training users about
system changes is similar
to initial training
– Objective is to show users
how the system can help
them perform their jobs
8

9. User Support
• Help Desks
– Enhance productivity
and improve utilization
of a company’s
information resources
– The help desk is a central
contact point for all IT
maintenance activities
– Can utilize many types of
automated support
9

10. 10
User Support
• Outsourcing Issues
– Offshore call centers can trim expenses and free
up valuable human resources for product
development
– Critical factors might include phone wait times,
support staff performance, and online support
tools

11. Maintenance Tasks
11

12. 12
Maintenance Tasks
• Corrective Maintenance
– Diagnoses and corrects errors in an operational
system
– Respond to errors in various ways, depending on
nature
– Worst-case situation is a system failure
– When the system is operational again, the
maintenance team determines the cause, analyzes
the problem, and designs a permanent solution

13. 13
Maintenance Tasks
• Adaptive Maintenance
– Adds enhancements to an operational system and
makes the system easier to use
– The procedure for minor adaptive maintenance is
similar to routine corrective maintenance
– Can be more difficult than new systems
development because the enhancements must
work within the constraints of an existing system

14. 14
Maintenance Tasks
• Perfective Maintenance
– Involves changing an operational system to make
it more efficient, reliable and maintainable
– Cost-effective during the middle of the system’s
operational life
– Programs that need a large number of
maintenance changes usually are good candidates
for reengineering
– The more a program changes, the more likely it is
to become inefficient and difficult to maintain

15. 15
Maintenance Tasks
• Preventive Maintenance
– Requires analysis of areas where trouble is likely
to occur
– IT department normally initiates preventive
maintenance
– Often results in increased user
satisfaction, decreased downtime, and reduced
TCO
– Sometimes does not receive the high priority that
it deserves

16. Maintenance Management
• The Maintenance Team
– System administrator
– Systems analysts
– Programmers
– Organizational issues
16

17. 17
Maintenance Management
• Maintenance Requests
– Involve a series of steps
– All work must be covered by a specific request
– Initial determination
– The systems review committee
– Task completion
– User notification

18. 18
Maintenance Management
• Establishing Priorities
– In many companies, systems review committee
separates maintenance requests from new
systems development requests
– Some IT managers believe that evaluating all
projects together leads to the best possible
decisions
– Object is to have a procedure that balances new
development and necessary maintenance work

19. Maintenance Management
• Configuration
Management
– As enterprise-wide
information systems
grow more
complex, configuration
management becomes
critical
– Also helps to organize
and handle
documentation
19

20. Maintenance Management
• Maintenance Releases
– A numbering pattern
distinguishes the
different releases
– Reduces the
documentation burden
– Service packs
• Version Control
– Archived
– Essential part of system
documentation
20

21. 21
Maintenance Management
• Baselines
– Systems analysts use baselines as yardsticks to
document features and performance during the
systems development process
– Functional baseline
– Allocated baseline
– Product baseline

22. System Performance Management
• Fault Management
– The more complex the
system, the more
difficult it can be to
analyze symptoms and
isolate a cause
– The best strategy is to
prevent problems by
monitoring system
performance and
workload
22

23. 23
System Performance Management
• Performance and Workload Measurement
– Benchmark testing
– Metrics
– Response time
– Bandwidth and throughput
• Kbps (kilobits per second)
• Mbps (megabits per second)
• Gbps (gigabits per second)

24. 24
System Performance Management
• Performance and Workload Measurement
– Turnaround time
– The IT department often measures response
time, bandwidth, throughput, and turnaround
time to evaluate system performance both before
and after changes to the system or business
information requirements
– Management uses current performance and
workload data as input for the capacity planning
process

25. System Performance Management
• Capacity Planning
– What-if analysis
– Need detailed
information
– Need an accurate
forecast of future
business activities
– Should develop
contingency plans based
on input from users and
management
25

26. 26
System Performance Management
• System Maintenance Tools
– Many CASE tools include system evaluation and
maintenance features
– In addition to CASE tools, you also can use
spreadsheet and presentation software to
calculate trends, perform what-if analyses, and
create attractive charts and graphs to display the
results

27. System Security Overview
• Security is a vital part of
every computer system
• System Security
Concepts
– CIA triangle
– Integrity
– Availability
– Security policy
27

28. System Security Overview
• Risk Management
– Absolute security is not a
realistic goal
– Risk identification -
exploit
– Risk assessment - risk
– Risk control
• Avoidance, mitigation,
transference, acceptance
28

29. 29
System Security Overview
• Attacker Profiles and Attacks
– An attack might be launched by a disgruntled
employee, or a hacker who is 10,000 miles away
– Attackers break into a system to cause damage,
steal information, or gain recognition, among
other reasons

30. Security Levels
• Must consider six
separate but
interrelated levels
• Physical Security
– First level of security
concerns the physical
environment
– Physical access to a
computer represents an
entry point into the
system and must be
controlled and protected
30

31. Security Levels
• Physical Security
– Operations center
security
– Servers and desktop
computers
– Notebook computers
31

32. Security Levels
• Network Security
– Network
– Network interface
– Encrypted
– Encrypting network
traffic
32

33. Security Levels
• Network Security
– Wireless networks
– Private networks
– Virtual private networks
– Ports and services
– Firewalls
33

34. 34
Security Levels
• Application Security
– Services
– Hardening
– Application permissions
– Input validation
– Patches and updates
– Software Logs

35. 35
Security Levels
• File Security
– Permissions
• Read a file
• Write a file
• Execute a file
• Read a directory
• Write a directory
– User Groups

36. Security Levels
• User Security
– Privilege escalation
attack
– Identity management
– Password protection
– Social engineering
36

37. Security Levels
• User Security
– User resistance
– New technologies
• Security token
• Procedural Security
– Operational security
– Dumpster diving
– Paper shredders
37

38. 38
Backup and Disaster Recovery
• Backup Policies
– Backup policy
– Backup media
• Rotation schedule
• Offsiting
– Backup Types
– Retention periods

39. Backup and Disaster Recovery
• Backup Policies
39

40. 40
Backup and Disaster Recovery
• Business Continuity Issues
– Test plan
– Business continuity plan (BCP)
– Hot site
– Data replication

41. 41
System Obsolescence
• At some point every system becomes obsolete
• Systems operation and support continues until
a replacement system is installed
• At some point in a system’s operational life,
maintenance costs start to increase, users
begin to ask for more features and capability,
new systems requests are submitted, and the
SDLC begins again

42. 42
Future Challenges and Opportunities
• Predictions
– The highest priorities will be the safety and
security of corporate operations, environmental
concerns, and bottom-line TCO
– Gartner, Inc. is a leading IT consulting firm that is
famous for forecasting industry trends
– Author Randall Stross notes that the enormous
amount of energy needed to drive cloud
computing, including Google’s servers, has raised
serious environmental concerns

43. 43
Future Challenges and Opportunities
• Strategic planning for IT professionals
– Working backwards from your long-term
goals, you can develop intermediate mile stones
and begin to manage your career just as you
would manage an IT project
– Planning a career is not unlike planting a tree that
takes several years to reach a certain height

44. Future Challenges and Opportunities
• IT Credentials and
Certification
– Credentials
– Certification
– In addition to Microsoft,
many other IT industry
leaders offer
certification, including
Cisco, Novell, Oracle,
and Sun Microsystems
44

45. Future Challenges and Opportunities
• Critical Thinking Skills
– Soft skills
– Certiport, Inc. and the
Educational Testing
Service (ETS) introduced
the iCritical Thinking
certification exam
– Individual and team-
based exercises can
strengthen critical
thinking skills
45

46. 46
Chapter Summary
• Systems support and security covers the entire
period from the implementation of an
information system until the system no longer is
used
• A systems analyst’s primary involvement with an
operational system is to manage and solve user
support requests
• Systems analysts need the same talents and
abilities for maintenance work as they use when
developing a new system
• Security is a vital part of every computer system

47. 47
Chapter Summary
• All information systems eventually become
obsolete
• An IT professional should have a strategic career
plan that includes long-term goals and
intermediate milestones
• An important element of a personal strategic plan
is the acquisition of IT credentials and
certifications that document specific knowledge
and skills
• Chapter 12 complete