This document discusses software system operation, maintenance, and management. It covers topics like resource management, problem management, facilities management, security management, and cost management as they relate to system operation. Maintenance is described as modifying a system after development to fix bugs, update specifications, or improve functionality. Effective maintenance requires communication between users and developers, tracking issues, analyzing problems, and documenting changes. The document provides details on maintenance tasks, types of maintenance work, and factors that influence maintenance costs.

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SOFTWARE DEVELOPMENT,
OPERATION, MAINTENANCE
Ms. NGUYEN THI THANH TRUC
UNIVERSTITY OF INFORMATION TECHNOLOGY
FACUTLTY OF SOFTWARE ENGINEERING

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Chapter 1:
SYSTEM OPERATION & MAINTENANCE
1.1 System operation
1.2 Maintenance
1.3 Maintenance framework

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Company Logo
Contents (Chapter 1)
Q&A
Discusion & exercise
Maintenance Framework
System Maintenance
System Operation

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Introduction
❑The final stage of the software's life cylce
❑It is not too late to execute the plan after the
system is developed
❑Metrics for operation and maintenance systems
also included development systems
❑Preparation for operation and maintenance
effectively

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Software system ‘s life time costs related to
maintenance.

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SYSTEM OPERATION
❑Management Components required for system
operation:
o Resource Management
o Problem Management
o Facility Management
o Security Management
o Performance Management
o Cost Management

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1.1.1 Resource management
❑Occupy an important position in the ingredients
❑Accurate knowledge of resources required for
operation → efficient use of system resources
o Hardware resource (1)
o Software resource(2)
o Data resource (3)
o Network resource(4)

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(1) Hardware resource mangement
❑How to check the hardware devices used?
❑The arrangement of hardware resources is noted
for good distribution
❑Efficient use of resources to increase operating
speed for each hardware device
❑Equipment using more than a certain period
often causes problems
❑Consider device replacement - check for
problems based on collected data:
o Response speed
o Processing capacity (number of components
per hour)

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(2) Software resource mangement
❑Specify the program manager running on the system
o Library management
✓Specified physical storage (including backup)
✓Data Versioning (avoid existing and old versions
should be avoided)
✓Protected libraries (for security, and from viruses)
o Prevent infringing use (wrong scope)
✓Copying is and is not allowed
✓How should software resources be managed?

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(3) Data Management
❑Systematic data management
❑Ensuring database management is a fundamental
issue in operation
❑Select important data for special management
purpose good security
o Complete security
o Guaranteed security (prevents illegal use)
o Systematic management of data resources

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(4) Network management
❑Network-connected devices such as CCU
(communication Control Unit), DCE (Data circuit
Terminating Equipment
❑Regulatory organization including established
telecommunications provider

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1.1.2 Problem management
❑Note: not every system is without problems
❑How the system can recover after the problem
occurs.
❑Standard procedure to execute when an incident
occurs: (Discussion)
o Find and report problems
o Generate crash reports
o Incident analysis
o Execute recovery from a problem
o System recovery work
❑Discuss this problem and give your solution – tools apply
this problem effectively-- Mind Mapping , Fishbone model
…?

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Find and report problems
❑The sooner the incident is detected →the smaller
the system impact and the earlier it can be
measured and assessed
❑Pay attention to the data collected in resource
management →Sequencing Operations Situations
❑Set up a management organization that allows
incidents to be reported to management

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Generate crash reports
❑Need to use report:
o For problem analysis and measurement
accuracy
o A handy statistical data to prevent problems in
advance

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Incident analysis
❑Investigate the cause of the problem::
o From hardware: see logged data at the time of crash, a
dump list is generated.
o Software related
o Some find the real cause happens later
❑If data log or data dump doesn't work, then :
o The situation is created by the influence of the person
o Measure if the same problem occurs again, allowing
detailed data to be obtained
❑Apparently the cause of the problem is prevented from
having the same problem again

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Execute recovery from a problem
❑Based on the cause of the problem, methods of system
recovery are identified and restored to operation
o Hardware:
✓Backup device used
✓Device with separation problem
o Software:
✓Software reactivation
✓The older version is restored in place of the current
version
✓Correction of current software implementation
o Data:
✓Replace and update the data causing the problem
✓Roll-back or roll-forward
o Furthermore, keeping a report of the recovery performed
allows the document to be reviewed for similar problems
later.

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System recovery work
❑The system is restored, check that the functions operate
normally.
❑Word belongs to the way of recovery, situations to
consider:
o Hardware: when backup consider
✓Speed ​​compared to main hardware
✓Restore
o Software
✓Reduce the level of functions
✓Limit of use considered responsiveness
o Data
✓Dữ liệu được hiệu chỉnh phải phù hợp, nếu dữ liệu chính xác
❑Restoration work continues until all functionality is
restored

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1.1.3 Facilities Management
❑To operate the computer system, facilities and
equipment are maintained at a certain level of
quality
o Facilities related to power supply
✓Mains supply, auxiliary power, UPS…
✓Other: battery, power distribution utility…
o Air conditioners
o Facilities prevent risks from happening
✓Fire, earthquake-proof facilities, emergency notification device
o Crime prevention facilities
✓Access control device, control machine
o Storage facilities
✓The highest level of security against data theft, danger, fire and
water

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Security management
❑Objectives to ensure unauthorized use of the
system and information leakage in operation:
o User management
✓UserID sharing is not allowed
✓UserID authorization number, userID password encryption
o Access Management
o User management
✓Data collected: User name, Use date, Use time (login,
logout time , Terminals used, System used, Resource
used
o Coding related techniques

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Speed ​​Management
❑The goal of checking the system operating speed and
checking the service is to meet the standard
requirements ?
❑Components to manage:
o Response time and change times
o Input
o Availability time (start and end)
o Maximum number of stop operation
o Output data quality
o SLA (Service Level Agreement) of the network
❑Collect and analyze data to ensure that the expected
rate of system maintenance is determined
❑Pay attention to user feedback regarding speed that is
difficult to discern by simple measurement
❑Check the external factor

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Cost management
❑Costs play an important role in increasing profits
o Start-up costs: costs during the installation phase
✓Procurement of equipment costs
✓Procurement software costs
✓Software development costs
o Running cost
✓Rental cost
✓Software license fee (basic, package software)
✓Maintenance costs (hardware & software)
✓Equipment maintenance costs
✓Additional cost
✓Staff costs

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Other Operations Management
❑System operation
o Manual operation, description of operating methods and procedures
o List job control (job schedule)-> automatic processing
o Input and output control
❑System operation tool
o Automatic operating tools
o Control tool
o Diagnostic tool
❑System Transfer
o Prepare the transfer plan
o Prepare manual handover procedure plan
o Perform transfer tasks
o Operation test
o Transfer of operating stages

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1.2 Maintenance
❑What is maintenance?
❑The importance of maintenance
❑Maintenance costs
❑Maintenance duties
❑Maintenance organization
❑Types of maintenance
❑Software and hardware maintenance

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Maintenance
❑ The system is developed
according to the waterfall
model.
❑ The system must be
calibrated if there is a bug
(error)
❑ When the user requests to
change the system
specification
❑ Correction or updating is
called maintenance

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Minh hoạ
❑Maintenance
Bug
Cập nhật đặc tả
Current system
Bug bị loại bỏ
New System
Maintenance
Work
Đặc tả được
điều chỉnh

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Difficulty
❑This is the difficult and challenging problem of a
software product.
o Involves all phases in the software development
process.
❑Maintenance cost?
o Depends on the number of changes
o Cost varies depending on maintainability
❑Maintenance costs are affected by both technical
and non-technical factors.

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Difficulty
❑The more maintenance, the more changes will be
made to the software structure and thus will make
maintenance more difficult.
❑The longer the software life, the higher the cost
(because of using old languages ​​and translators...)

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Tasks of System Maintenance
❑ Communication between the user side and the developer
side
o Exercise: Problem group discussion <??> User side and
developer side (15 minutes) sketch out diagram for
interpretation
❑ Measured by developer side and user side
o Efforts to reduce maintenance work: user & development side
o Efforts to smooth maintenance work:
✓Collection format
✓Overall management of problem registration (trouble)
✓Problem analysis, implementation, change improvement, design
document management, source program
o Consider manual work
o Review the project to add functionality and improve
implementation
❑ Tasks of software maintenance
o Correction
o Modification
o Improvement

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About Software Maintenance
❑Definition
❑Why does software need maintenance?
❑New development and different maintenance
operations?
❑ Maintain the system efficiently?
❑ Classification of software change

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What is software maintenance?
❑Software maintenance is the act of modifying a
program after it has been put into use.
❑Maintenance usually does not include major
changes to the architecture of the system.
o System changes are usually implemented by modifying
existing components and adding new components to the
system.

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Software maintenance
❑Maintenance phase:
o Starts after the customer accepts the product and
changes are needed on the product
❑ Maintenance deliverables:
o Source code, documents, guideline documents
❑Also called evolution to indicate the development
of the product instead of calling it maintenance

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Why maintenance is needed
❑Correction: Errors in specification, design,
documentation, source code, etc.
❑Perfection: Changes to improve the performance of
the product
o Example: Customer requests some additional functionality
or product modification to increase processing speed.
❑Adaptation: Changes in response to changes in the
environment in which the product is operating.
o For example, changing compiler, operating system,
hardware, etc.

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Why maintenance is needed
❑Seen as after-sales service, keep customers by
providing the best maintenance services.

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Why software maintenance?
❑Provide continuity of service
❑Support the forced upgrade
❑Support user requests for improvements
❑Convenient for future maintenance work

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Maintaining object-oriented software
❑Easy maintenance of objects
o Because the concepts are independent, it is easy to
locate positions for correction or enhancement
o Changes only affect internal objects, minimizing
regression errors
❑ Difficulties?

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New systems and maintenance operations?
❑ Differ ?
❑ Consider Waterfall of the
software life cycle
➢ Ex 1.1: Define the term
software maintenance and
indicate the factors that
initiate software change
➢ EX 1.2: Compare and
contrast software
development and software
maintenance

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For Effective System Maintenance
❑Maintenance engineers need
o Understand past work and appropriately impact the
future
o Vision skills are broader than programming
o Good information capture skills
o Broad analytical strengths
❑Read and understand the case study 1.7 Air Traffic
Control in the main ebook textbook

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Classification of software changes
❑Change initiated by debugging in software
❑Change is derived from the need to provide a
change in the environment of the software system
❑Changes under the effect of expanding the
system's inventory requirements
❑Lower change prevents functional deviation

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Classification of software maintenance
❑ Repair maintenance (correct error)
o Change the system to correct the defects in order to
satisfy the system requirements.
❑Maintenance integrates the system into another
operating environment
❑Maintenance to add or modify system functional
requirements
o Modify the system to meet the new requirements.

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Software maintenance context
❑Find out in detail what happens during the
maintenance process
❑Provide a supporting foundation in building a good
software system
❑Understand the theoretical basis and operating
context
❑Study the software platform with its limitations and
constraints through the maintenance process
model

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Needs of Software Maintenance
❑Ensure software still meets customer requirements.
❑Proper maintenance for software developed using the
software life cycle model (spiral model).
❑The system changes to understand and not modify software
actions. Maintenance performed to
o Error correction
o Design improvements
o Implement improvement
o Interface with other systems
o Adapt the program so that other hardware, software, system features, and
telecommunications facilities are used
o Convert valid firmware
o Do not circulate the software
❑Maintenance activities include 4 main keys according to
Pfleeger:
o Maintain control of software's day-to-day functions
o Maintain control through software updates
o Complete functional existence
o Prevent software speed from degrading to unacceptable levels

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1.3 Maintenance Framework
❑Defintion
❑Software maintenance framework
o Components of Framework
✓User
✓Environment
✓Operating environment
✓Organization environment
✓Maintenance Procedure
✓Software product
✓Personnel in maintenance
o The relationship between factors in maintenance

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Definition (ebook)
❑ Environment
❑ Environmental factors
❑ Frameworks
❑ Information gap
❑ Maintenance challenge
❑ Maintenance personnel
❑ Maintenance Procedure
❑ Operating environment
❑ Organization environment
❑ Safety critical, safety-related
❑ Software maintenance framework

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Components of the Software Maintenance Framework
❑ User Requests
❑ Organization
environment
❑ Operating
environment
❑ Maintenance
Procedure
❑ Software product
❑ Maintenance
personnel

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Maintenace process
❑Capturing change requests
❑Experimental transformation of the program
❑Transform the transformation system (paradigm)
❑Transforming "dead" to make "living" system alive
❑Detect and correct errors.

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Maintenance Process

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Software maintenance tasks
❑ Process execution
❑ Analyze the problem and
update the change
❑ Make changes
❑ Accept/Approve
maintenance
❑ Migration
❑ Eliminate (retirement)
software

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Activities of Maintenance
❑Unique activities
❑Các hoạt động hỗ trợ (Supporting activities)
❑Hoạt động lên kế hoạch bảo trì
❑Quản lý cấu hình phần mềm (Software
configuration management)
❑Chất lượng phần mềm (Software quality)
❑Kỹ thuật cho việc bảo trì
❑Nắm bắt chương trình (Program Comprehension)
❑Reengineering
❑Reverse engineering
❑Exercises to learn the above activities

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The relationship between the factors
❑The relationship between the product and the
environment
❑Contact products and users
❑Interaction between people and products

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Factors related to maintenance
▪ Organizational & User
Environment
▪Process & personnel
▪Direct/indirect influence
▪Operating environment

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Influence factor
❑Project team stability: maintenance costs will be reduced
if the staff on the project team is unchanged.
❑Committed responsibilities.
❑Staff skills: maintenance personnel are often
inexperienced and their understanding of the application
domain is limited.
❑Program life and structure: as the lifespan and structure
of the program degrade, they become more difficult to
understand and change a lot.

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Personnel in maintenance
❑ Staff turnover: project personnel end to move to another
project…
❑ Domain expertise: lack of information and knowledge of
programmers when accepting changes
❑ Working pratices
o Creative maintainers
o Using an undocumented set of assumptions
o Design should not be documented & implemented. ➔ It takes
time for programmers to find and understand the program
❑ exercises
o ex 2.1 Discussing issues can contribute to increased
maintenance costs. How do you minimize its impact?
o ex 2.2 What factors influence the evolution of software
products?

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Software products
❑ Application scope growth
and difficulty:
❑ The quality of the
documents
❑ Flexibility of the program
❑ Inherent quality

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(1) Preparation for process
implementation
(2) Information strategy
development
(3) Information system
concept development
(4) System plan
development
Planning process
(1) Preparation for process
implementation
(2) System requirement
analysis
(3) System architectural
specifications
(4) Detailed specifications of
operation
(5) Software requirement
analysis
(6) Software architectural
specifications
(7) Software detailed
specifications
(8) Software coding and
testing
(9) Software integration
(10) Software qualification
testing
(11) System integration
(12) System qualification testing
(13) Software installation
(14) Software acceptance
support
Development
process
(1) Preparation for process
implementation
(2) Operation testing
(3) Work and system
migration
(4) System operation
(5) Work operation and user
support
(6) System operation
evaluation
(7) Work operation evaluation
Operation process
Maintenance
process
(1) Preparation for process
implementation
(2) Problem identification
and correction analysis
(3) Correction
implementation
(4) Maintenance review and
acceptance
(5) Migration
(6) System or software
disposal
Acquisition
process
Configuration
management process
Validation process
Problem solving
process
Management
process
Education and
training process
Provision process
Quality assurance
process
Collaborative review
process
Retouching
process
Environmental
maintenance process
Documentation
process
Verification
process
Auditing process
System auditing
process
Improvement
process
Process:
Activity:
Overview of System Development

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Class Requirement & exercise
❑List of groups of students working on projects? &
topic.
❑Read next chapter material
❑Learn the activities of incident management,
problem management, change management
❑Learn tools (tools) to support problem
management (Problem Management)
❑Submit the exercises discussed in class (Deadline
before class next week)

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Class requirements
❑Forming a group/team (2-3 members/team)
❑Register group name => Team Link
❑Register for the project's topic of the Group's
implementation during the course, Seminar
❑Discuss your team on Your Channel, submit exercises
on Files of Your Channel, Create Week1..11 folder, or
assignment on course.uit.edu.vn (if have)
❑Try to Discuss/ Talk/ Write/ Email/ Chat and Present
in English and Seminar Report in English.
❑When I give a question for discussion, please go to
group Channel, each member answer own answer,
and then choose the best answer and give “like or
heart” signal for this member with the best answer. And
then give group’s ideas or explanation