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Maintenance and Operation Management-Emergency Management System
This document provides an overview of maintenance and operation for an Emergency Management System (EMS) case study in Bangladesh. It describes the key components of an EMS including software, hardware, network architecture and users. It then covers various aspects of maintaining and operating the EMS such as defining maintenance and operations, the management process, necessary systems and tools, required organization and human resources, different phases and types of maintenance. It also discusses methods, procedures and checks for regular and special maintenance of the EMS.
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- 1. e-Government system operation &maintenance - case study on Emergency Management System March 2018 Senior Director Huh, Young Tae ICT Capacity Building Course for Bangladesh e-Government
- 2. e-Government system operation &maintenance - case study on Emergency Management System 2018.3.19 Senior Director Huh, Young Tae ICT Capacity Building Course for Bangladesh e-Government
- 3. Professor/Lecturers Name: Huh. YoungTae Department: Winitech Co.,Ltd Contact: 010-7757-3119 E-mail: darum2002@gmail.com <Education Background> - MBA in Kyungpook Unversity <Research> - Crime prevention system using Big data - The Application of the Disaster Big Data for the Design of the Disaster Prevention Activities System
- 4. Contents 1) Importance ofmaintenance and operation in developing countries 2) Definition of maintenance and operation of e-Gov Information system 3) Definition of maintenance and operation management 4) Maintenance and operation process 5) Maintenance and operation system 6) Maintenance and operation organization and human resources 7) Maintenance and operation scope 8) Maintenance and operation method 9) Maintenance and operation phase 10) Maintenance and operation procedure 11) Software maintenance and operation
- 5. Contents 12) Hardware maintenanceand operation 13) Special equipment maintenance and operation 14) Maintenance and operation budget 15) Maintenance and operation contract 16) Maintenance and operation order(Purchase) type 17) Relationship management of Maintenance and operation provider 18) Technology transfer of Maintenance and operation 19) Technology trends 20) Trends of maintenance and operation 21) Developing the maturity model of maintenance and operation
- 6. Importance of maintenanceand operation in developing countries Good governance is one of SDGs agenda to improve the transparency of the government administration, government service in business and people life. So many countries want to adapt the electric government to achieve the objectives with IT technology. But the developing countries lack the human resources, finance resources and material resources. The key is Sustainable Development. Sustainable Development can be archived by long-term technology transfer and supporting the maintenance and operation until beneficiary countries can operate by themselves. With limitation of resources, the effective maintenance and operation method need to be adapted when they make strategy plan of E- Gov. E-Gov Governm ent People Overseas Business
- 7. Definition of maintenanceand operation of e-Gov Information System Modern maintenance management is not to repair broken equipment rapidly. Modern maintenance management is to keep the equipment running at high capacity and produce quality products at lowest cost possible. E-Gov Information System Maintenance Operation - Keep running in high capacity and quality - Keep cost low - Running its function of software, hardware, especial devices
- 8. Definition of maintenanceand operation management Maintenance has to be taken into consideration in very early stage of work of procuring new equipment to ensure a good and cheap operation. High quality equipment will give high reliability and maintainability which secure high productivity and equipment efficiency. Management? Effective Management? Resources Products - Organization - Engineers - Suppliers - Vendors - Hardware - Software - Special devices Cost - Life Cycle Cost - Alternative Cost - Adaptation Cost of the maintenance and support organization
- 9. E-Gov Case: EmergencyManagement System Emergency Management System is for the management system from identification of emergency to recovery of original status. Generally, this system will be utilized in emergency agencies such as fire department, police department, disaster department, and medical response department. Software Hardware - Application Software (Call taker, dispatcher, MRS,AVL disaster management..) - System software (Linux, Windows server) - Patrol Police - Fire fighter - Emergency Medical Service - Disaster Rescue Team - Dispatcher Network, Special DevicesUsers - Hardware ( Application Servers, Web Servers, GIS servers, DB servers, Tablet, Smart phone) - Network ( L4, L3, L2 Switch, Firewall, IP- PBX) - Special devices (Interconn- ection)
- 10. System architecture ofEMS Emergency Operation Center : 119 report and dispatching command/control Emergency call Video call Mobile phone Internet phone Video Control : Commercial complex, Fire monitoring camera, Traffic monitoring camera, Related agency P.A. S/W 1~33 Command desk Admin phone General phone Video phone Softphone Digital phone Admin phone General phone Video phone Softphone Digital phone Local station center MIC Speaker IP P.A terminal AMP L3 Switch P.A. S/W Local station center MIC AMP L3 Switch -------- 1~22 MIC AMP L3 Switch Local centers MIC AMP L3 Switch P.A. S/W --------- 1~110 MSP Internet Phone Service Provider Voice call Fixed phone Mobile phone PSTN Switch PRI DID 16E1,DOD 2E1 IP LINE Admin phone General phone Media Gateway TT S #1 #2 Call Manager #1 #2 Command server #1 #2 IP P.A server #1 #2 IP Record #1 #2 IP LINE #1 #2 Video call management system 회 선 절 체 기 ARIEL (IP-PBX) VoIP G/W Fax Server L3 Switch VoIP Fire wall SIP KT Dacom NAC #2#2#2 #1 #1#1 CTI IVVR ACS L2 Switch KT-EDS Fire agency Caller information ANI/AL I ANI/ALI Mobile phone Fixed phone IPS Storage Administration NetworkIntegration network BackBon e Local center Emergency Management System is to receive the emergency report such as fire, rescue and medical service, to register the disaster events by disaster type, to organize the dispatching squat. The dispatcher in emergency control center send the dispatching command with disaster information and location to local centers, and then control the field situation Command desk Video Command desk Speaker IP P.A terminal P.A. S/W IP P.A terminal SpeakerSpeaker IP P.A terminal P.A. S/W Admin phone General phone
- 11. Network Architecture ofEMS 방재센터 각 과 사무실 Switch Hub NMS Disk Array Administration Server Cat.2950 Backup Server Administration Server Groupware Server Center Internal Network H.Q Cisco 2501 Vertex 1024M WAN구간 100Mbps 10Mbps 1000Mbps 범 례 Academy, Air response Cisco 2501 Vertex 1024M Local center Cisco 2501 Vertex 1024M Communication, Local center Cisco 2501 Vertex 1024M E1*2 E1 Dedicated line Cisco 7513 Dedicated Line Cisco 7206#1 512 Kbps 채널 Cat.4003 #1 Extreme 1 Gbps Cat.4003 #2 Integration Communication Backbone Dedicated Line Cisco 7206#2 512 Kbps Administrationn Network Administration system composes emergency administration servers, administration servers, and network devices. There are center homepage, administration interface system.
- 12. Maintenance and operationprocess The process in maintenance and operation iterates the plan, performance, recording and analysis. Plan for activities, and then performing as the plan, recording the report and deliverables, analyzing history. Initial END Plan Performance Recording Analysis- Award and contract - Implement- ation Plan - Material and Documents - Final Configuration - Source code
- 13. Maintenance and operationprocess The process in maintenance and operation interacts the operation support, Improvement function, Preventive check, Fault correction, and recovery activities Performance Recording Operation Support Improvement Function Preventive Maintenance Fault Reparation Emergency Recovery- Plan and Performance - Material and Documents - Configuration
- 14. Maintenance and operationsystem The maintenance function must also have necessary aids to manage the maintenance activities to coop up to the main target of the enterprise. Maintenance management means a better control of the maintenance organization and the related area. To properly control the maintenance of a facility, information is required to analyze what is occurring. To be able to manage the maintenance activities in the right way, a maintenance management system is necessary. The system can be either manual or computerized. The main purpose of a maintenance management system is in operation and works properly. 1. Preventive maintenance 2. Equipment records 3. Inventory and spare parts control system, Purchasing system 4. Document record 5. Planning system for maintenance and work order routines 6. Technical/economic analysis of equipment history, maintenance and machine availability
- 15. Maintenance and operationsystem-Tools Communication Management Redmine, Messanger Record Management Document Management Configuration Management SVN History and tracking Management This system need to support communication management, record management, document management, and configuration management, plan and history management.
- 16. Maintenance and operationsystem-Tools (Example) Computerized Maintenance Management System(CMMS) is one of system to manage the whole process of maintenance and operation for ongoing system. Supporting purchase order and budget management.
- 17. Maintenance and operationorganization and human resources Network Middle- 7 years Server Middle- 7 years P.A and Communication Middle- 7 years Dispatcher Desk Beginner – 3 Years Database Middle- 7 years Equipment and Electrics Middle- 7 years GIS Middle- 7 years Beginner – 3 Years Application Software Development Middle- 7 years Equipment and Device Beginner – 4 Years Vendors Main Contractor – Center Partners – (Station, Local Centers) 18 Engineers 10 Engineers Network High- 10 Years Field Device High- 10 Years the constant temperature & humidity chamber/UPS High- 10 Years P.A System Middle- 7 years Support First – Over 10 Year High – 10 Years Middle- 7 years 119 Local centers status check (Part time, off-site) 119 Total information system and Integrated Disaster Management System (Full time, On-site) Maintenance Director (First level Engineer- Over 15 Years) Project Manager (PM) (First Level Engineer- Over 10 Years)
- 18. Maintenance and operationorganization and human resources IT departme nt Application Software Database Hardware Network and Communic ation The client also organizes IT department to manage the information system. IT department compose the application team, hardware team, Network and communication team. The application team compose software and database. In the developing countries, this IT department capability is most essential to improve the organization renovation and cost effective business. Strategy Operation Development IT Organization Progress
- 19. Maintenance and operationphase Preparation Mitigation Response Recovery - Organizing Team - Designating Task - Allocating Role - Identifying Risk - Fault Tolerance -Training member -Training user -Preventive check -Training Emergency Measure -Receiving error and Fault -Help-desk operation -Repairing devices -Repairing source code -Checking damage and effect -Investigating Problem cause -Anlaysing recorded data -Taking action to preventive action e-Gov system maintenance and operation divides preparation, mitigation, response and recovery phase. Each phase has more detail activities. the maintenance and operation cost and effort need to focus on preparation and mitigation.
- 20. Maintenance and operationscope – EMS case •Server, Network, Application S/W •Local devices, Tablet •Server, IP- PBX, Network, GIS, Help- desk •Network, P.A, UPS, Dispatcher desk Corrective Maintenance 119 integrated information system Fire fighter Administrat -ion and integrated Disaster Manageme nt System Preventive Maintenance Project Management: Managing Total task, Report, Coordination
- 21. Maintenance and operationtype CORRECTIVE MAINTENANCE: Covers all Maintenance which is carried out in Order to correct (repair) a fault in equipment PREVENTIVE MAINTERANCE: Covers all Programmed maintenance which is carried out in order to prevent the Occurrence of failures before they Develop to a breakdown or Interruption in production. IMPROVEMENT MAINTENANCE: Is used When to modify the equipment so the Condition improves. Improvement Maintenance includes activities which are carried out once. The objectives of improvement maintenance are to Design out the failure i.e. the failure Will never occur again or extend the life time of parts.
- 22. Maintenance and operationmethod Failure Regularmeasure System Monitoring Failure correction Identification of system failure cause • Emergency measure and status record Failure history Management • Failure history documentation Failure Recovery • Similar failure history check • Program status analysis • Backup of pre-recovery log and configuration • Recovery General reparation check Previous removal of failure cause • Removal of repeated failure cause • Increase of system maximum capacity By message handling procedure • Management of monitoring history • Report and review of monitoring result System Operation Status Monitoring • System monitoring • Process Monitoring • Resources usage monitoring • System S/W monitoring Monitoring H/W Operation Status Monitoring • CPU • DISK • Memory Message analysis/temporary measure • Message analysis • Temporary measure by message importance System log monitoring • System event log • Total system log check Examples System Capacity Monitoring •Real-time monitoring of CPU, DISK, Memory usage and taking proper measure Data Transaction Monitoring •Analysis of system transaction status of emergency report and handling number System Log Monitoring •System log monitoring during system failure and prompt report increase •Usage Analysis of previous cases •Gap Analysis between previous case and current case •Failure Status Analysis • Main monitoring Items and Checklist • Configuration of proper capacity of each items • Preventive activities after diagnosis Enhancement of monitoring during emergency period
- 23. Maintenance and operationMethod-Regular check In order to check regularly, Primarily defining the performance process with specific partners, Taking regular check once every month, Reporting the check and analysis results to clients on 10th, coming month. Eachitemsbymaintenance engineers Client •Reviewing check status during performance • Forming check schedule and engineers •Deciding check target • Review check items • Making checklists •Performing details check on check target and items •Performance check of equipment and parts •Bring necessary measure •Tuning equipment and changing parts •Analyzing check results •Making result report •Report performance status( Center/local center maintenance personnel) •Results Confirmation •Confirmation of check results Report until 10th, Coming month Performance Plan of regular check ConfirmationReparation Report Due date of performance •Submitting regular check plan (Checklists) •Submitting one week before to emergency center and local centers
- 24. Maintenance and operationMethod-Special checks Performing special maintenance activities of clients requirements with maintenance engineers and specific suppliers after deciding the details of specific targets and items, reporting the results after analyzing the check status and cause. 전문업체와 협의 하여 점검내용 도출한 후 체크리스트 작성 점검 및 다각적 분석결과 서울종합방재센터에 보고 •지령접수시스템 점검 •정보입출시스템 점검 •방송시스템 점검 •차량입출시스템 점검 •네트워크시스템 점검 •주변장치 점검 •지령접수/정보입출단말 프로그램 점검 •OS •가동일,로드평균 확인 •메시지 확인 •볼륨상태 확인 •하드웨어 Disk 상태 확인 •Cpu,memouy,I/O 사용율 확인 •각 대 전원부 점검 •인터페이스 케이블상태 •모니터 상태 •단선 및 접속불량 유무 •오디오 메타 이상 유무 •각종 LED 상태 •각 대 바이러스 점검 •각종 로그파일 점검 •라우터 Serial Line 이중화 시험 •스위치 백본이중화시험 •장비 온도 •각 서/센터로 Ping Test •라우터 Link 및 프로토콜 상태 •Ip 현황 점검 •Cable 상태 점검 •DB analyze, reorganization 작업 사전 점검 •SQL Tuning을 통한 성능 최적화 점검 •Patch 적용 점검 서/센터 서버 상황실 네트워크 응용S/W •스태틱스위치 동기절체 및 절체기능 이상 유무 •FAN 작동 상태 •축전지 충전상태 및 단자 부식상태 •입출력 전압 및 전류 체크 •장비간 Interface 점검 •IP교환기, 지령서버,FAX 서버,음성안내장치, 각종 대 •지령서버와 한국통신 •주/부 교환기 제어부 이중화 상태 확인 •정류기 상태 점검 •장비 전원공급 상태 •Power distributor 상태 •IP방송서버 및 방송단말장치 동작상태 •Em Amplifier 상태 •오디오 라인 모니터 및 Auto Line Canger 동작상태 •각 대 Port별 녹취상태 점검 •보조관제대 •접수지령대 •관제대 / 감독대 •총괄 감독대 •안내대, 의료지도 •DTEL •실내 기운전 상태 •BLOWER 운전상태 •GAS누설 여부 •실외기 운전 상태 •가습기 운전 상태 •FILTER청결상태 •전압 및 전류 상태 UPS 교환기 지령방송장치 녹음재생장치항온항습기 Special maintenance activities Making checklists with specific suppliers Reporting the results to clients after analyzing the cause and check status •Command receipt system status •Information input-output system •P.A system •Vehicles tracking system status •Network system/Peripheral devices •OS •Operation day and average load •Message •Volume Status •H/W Disk Status •CPU, Memory, I/O Usage status •Electrics part •Interface cable •Displayer •Breaking wire and poor connection •Audio meta •LED, Virus, Log file •Router Serial Line backup test •Switch backup test •Equipment temperature •Ping Test •Router Link and protocol •IP Status •Cable Status •DB analyze, reorganization task and task check advanced. •Function optimization check with SQL Tuning •Patch applied check Local centers Servers Center facilities Network Application S/W •Static Switch synchronization transfer and transfer function status •FAN Status •Charger charging function and Terminal corrosion status •Input-output voltage and electric current status •Equipment interface status •IP-PBX, Command server, FAX server, ARS, Interface devices •Command server and telecom •Main/Sub IP-PBX backup and standby status •Rectifier status •Power supply status •Power distributor status •IP P.A server and P.A terminal status •Amplifier Status •Audio line monitor and Auto line status •Controller status •Local centers’s P.A digital card •Sub control desk P.A status •Device port recording status •Sub control desk •Command desk •Supervisor desk •General supervisor desk •Guidance desk, Medical service •DTEL •P.A •Indoor operation status •BLOWER status •GAS linkage •Outdoor unit status •Humidity operation status •FILTER clearance status •Voltage and electric current status check UPS IP-PBX Command P.A Recording devices Constant temperature humidity chamber
- 25. Maintenance and operationMethod-Spare parts Preparing spare parts to ensure the 119 system operation to improve the system availability. Spare parts store in the place designated by clients to use in case of failure Status check Equipment procurement Equipment check Acquisition Storage •Equipment maker, model, brand, quantity and other details •Purchasing necessary quantity from original manufacturer •Purchasing compatible equipment in case impossible to purchase original after approval of clients •Acquiring targeted equipment and storage Management Spare parts Inventory management system for local centers and main center Spare parts tag Preparing spare parts sticker to differentiate from others Spare parts inspection Inspecting spare parts inventory every month to find out inventory quantity, taking necessary measures Inventory list (Input, Output) Recording input and output details of spare parts n targeted equipment Repairing original equipment and replacement of spare parts
- 26. Maintenance and operationprocedure-Overall Yes No Network Analysis of detailed cause Failure correction Software Hardware Fixed failure Others Maintenance scope and Environment definition Service request receipt Teaming maintenance engineers History management Complete Occurrence failure or problems • Analyzing the task and technical requirements to support system maintenance • Teaming maintenance engineers that fit the task and technical job requirements • Allocating task after defining engineers role in maintenance team • Identifying the system status with project deliverables and documents •Defining the task scope and environment to maintenance service operation • Receiving the service request from users - Users request -System diagnosis -Reviewing S/R by maintenance engineers and interviewing the users to find out the failure • User’s Confirmation of S/R after reparation • Conferring with users in case S/R is out of scope and beyond reparation. • Managing the history data of maintenance requirements, reparation procedures, results Overall procedure of maintenance and operation
- 27. Maintenance and operationprocedure-Receipt First response team need to filter about simple question and duplicate failure, and Second response team of specific engineers take action to repair the failures 4 Suppliers or vendor Repair/ Record Simple fixation Maintenance procedure •Failure request •Inquiry of system usage •Function improvement 1 Request and inquiry •Formal letter •Visit 2 Receipt (Help Desk) •Phone •FAX Reparation Plan Reparation Test Maintenance engineers by task 3 System maintenance team Specific Expertise Receipt failure Cause analysis Fixation fault User or request person Judging reparation 5 Informing results and History record
- 28. Maintenance and operationprocedure-Analysis Failure grade will be decided by recovery rapidity and failure effects of system and service. Failure grade has rapid failure (1st grade), severe failure (2nd grade), others (3rd grade) ※Effects scope※Recovery time Effects • Call taking failure of 119 systemHigh • Personal PC failureLow • LAN, Group failureMedium ConditionsEffects • Normal rapid recoveryLow • comparative rapid recoveryMedium • critical rapid recoveryHigh ConditionsRapidity Other failure3 Severe failure2 Rapid failure1 RapidityHigh Medium Low High Medium Low 3 3 3 21 32 33 Effects Rapidity
- 29. Maintenance and operationprocedure-Analysis Categor y Repar ation time Type Rapid failure 1 (Withi n 1 hour) • Call taker failure caused IP-PBX or communication • Whole system breakdown (119 report impossible) Severe failure 2 (Withi n 4 hours) • Server, N/W, System S/W and Application S/W partial failure • Impossible to allocate the dispatching squat • Impossible to transfer dispatch command caused Network failure such as LAN, WAN • Impossible to send P.A command caused P.A system failure • Automatic caller number displayer and call location failure in S/W function • System breakdown but call taker function Others 3 (Withi n 8 hours) - Light failure in local centers without interrupting of dispatch command • Light failure in local centers without blocking whole system operation By failure typeBy failure grade Category Failure Failure check Reparation Hardware BOOTING failure • Boot Device status check • File System check • OS integrity check • Booting Disk change • File System recovery, reconfiguration • OS re-installation DISK FAIL • Data recovery possibility • Disk change • Data recovery and Restore Network FAIL • OS status • Communication server check • Network environment • Communication server, Network configuration Speed decrease • Kernel Parameter check • System resources usage monitoring • Speed decrease factor identification • Parameter value change • Resources capacity increase • Preventive task of speed decrease cause SYSTEM DOWN • Cause identification ( H/W or S/W ) • Prevention of recurrence • Dump analysis • Patch file application • Parts change of failure cause • System Tuning Software (DBMS) Speed decrease • Response time measure • Function tuning guidance • Application of recommended parameter Error message • Error message check • Detail cause identification • Removal of error cause By failure grade, There are rapid failure, severe failure and others. By failure type, there are hardware and software failure.
- 30. Maintenance and operationprocedure-Problem management The failures of the unclear cause or the unsolved failures consider as problems and are managed by the procedures of problem management. In order to solve those problems, Technology support team and specific expertise need to be involved. The solved problem records as known-error and confer to solve similar problems Register problem / Failure grade Fundamental cause Solution Selection/ Monitoring / Execution / Check Completion of problem •Register problem and failure grade • fundamental cause (Emergency response if necessary) •Solution selection •Solution monitoring •Solution execution (Client participation) •Solution Check Y N •Utilizing to solve similar problems Unsolved failure Unclear cause of failure •Problem completion • Record as Known -error Problem
- 31. Maintenance and operationprocedure-History management Maintenance engineers make failure reparation report and submit to the clients, store in storage box. With failure history management system, failure history will be managed and utilized the reparation of similar failure or same failure to recover rapidly Clients Center Maintenance Team Help Desk Failure history deliverables Failure identification/ Receipt Category Failure analysis Failure reparation History management And close Failure history information Similar failure Monthly failure statistics Statistics by type Recovery time reduction! System failure Technology failure Operation failure Human failure Sending failure Report Failure fixFailure analysis Complete Receipt failure Consulting similar failure Result management after completion Registering failure in failure history management system Failure history Failure Symptom Reparation Method Others Cause Reparation Date Remarks Failure date Person Contact
- 32. Maintenance and operationprocedure-Failure report Maintenance team need to report the operation system problems, failures, failure inquiry receipt, and reparations. Also the maintenance cost will be calculated and list of the spare parts will be generated to submit the clients Report Type Time Target Contents Frequency report On prompt Clients • Failure occurrence time, cause, and effect scope • Failure reparation time • Countermeasure of Failure overtime • Risk and isssue Periodical report Weekly Report Clients • Failure occurrence status and reparation status • Prevention of failure recurrence, and risk, issues • Maintenance cost and parts listsMonthly report Clients Failure reparation report process Failure reparation report Contents • Confirmation and approval of failure occurrence, reparation, completion report • Inspection of monthly, weekly failure reparation status • Failure response system inspection • Failure history review • Maintenance cost and parts lists review Main Clients- Main Center • Failure reparation status frequency report • Failure reparation completion report • Monthly and weekly failure status periodical report • Repeated failure and critical failure response plan report • regular or irregular failure reparation plan report • Maintenance cost and parts list report Maintenance Project Manager • System monitoring and failure identification report • Failure reparation status report • Failure cause analysis and solution report • Frequency inspection results report • Maintenance cost and parts list management Maintenance Engineers • Equipment failure cause analysis report • Equipment failure reparation status report • Equipment failure response plan, inspection report • Used parts list management Subject Matter Expertise Failure reparation Report Sending Failure Information Failure Reparation report Sending Failure information Main Center Maintenance Team Equipment supplier or Subject matter expertise
- 33. Maintenance and operationprocedure-Security Security Management follows the regulation of the security management system of clients (Main center). Due to security, Security Management includes to manage the firewall between DMZ and internal network, all access point and router, risk factors. Also it includes the confidential management of data, documents, and material that acquire from maintenance activities. Access control of restricted area Equipment security Asset protection General security control PC security Network security System security Application security Data security Security organization Education and emergency response training Control process Document security Human resource security Security Management Policy Physical Security Technical securityManagement Security Security monitoring and audit Security system setup Control by security policy Access control of retired or transferred person Different access authority by engineers Access control of unauthorized person Security guideline establishment Confidential agreements of project participants Application of strict information security standard Security organization and manager designation Security policy decision Risk factor analysis Security policy review and update Security policy documentation Regular security inspection and education Security Management System Human resource Security Security management Organization Security Management Policy Security Management Method Security Management Plan
- 34. Software maintenance andoperation Category Maintenance Task Preventive support Regular preventive inspection of system log file to prevent the failure Improvement of S/W user capability with previous training Program virtual memory allocation and memory space for system Frequency inspection Removal of unnecessary file and temporal file When regular inspection, check the event log of interconnection software and trouble Frequency check of software virus Blocking of unknown software and unknown access Inspection of OS library and DLL that interconnected application software General support Help Desk operation Supporting the general software information related with maintenance application software Customer satisfaction management about maintenance application software Pre notification of preventive maintenance activities Function improvement of new function and requirements Technical support Providing information of new products and trends Upgrade information of related software Providing H/W information Supporting the users of maintenance application software Formal field support report and customer support report Supporting the training and technical requirements of maintenance application software Providing the critical technology information for customers’ necessity
- 35. Software maintenance andoperation Software maintenance activities •Simple : No change of database architecture (File/Table addition and layout change) •Change : Need to change the database architecture(File/table addition and layout change) •Temporary: Disposal after one time usage •Others: Extra task •In case of outsourcing development, Need to decide after reviewing the target, period, scope, and method of the free maintenance and paid maintenance Registering software S/R Defining reparation scope Performing S/R reparation • Approval from maintenance PM and customer about S/R results • Need to be approved by customer in case S/R stop repairing by request of customer • In case Customer want to apply new system or want to dispose the system, the maintenance of those systems will formally be terminated after approval of customers Review and confirmation • Continuous training program to reduce the user malfunction and find out the system usage environment and user behavior • Managing software configuration and rapid data recovery when occurs failure • Negotiating the business process change and additional system function requirements • Making and performing the systematic maintenance guideline • Maintaining and analyzing the failure history details • Standardizing and training the maintenance process and task by failure type categorization • Reorganizing the size of system software and response time delay Disposal and completion
- 36. Hardware maintenance andoperation Category Maintenance service Preventive support System administration training to get familiar with system operation System management tool to prevent the software failure Regular inspection and OS Tuning for failure prevention Performing preventive inspection with monthly, weekly regular inspection program Formal prevention maintenance daily record and storage Weekly, Monthly inspection with subject matter expertise pre-identification of failure occurrence, taking proper reparation, recording failure prevention service log, and reporting those activities to the department or officer. Early Notify service : Informing latest found failure or problems to customer to solve and prevent the failure Technology Support Changing parts in case H/W failure OS failure fixation and maintenance Technical training support System function Tuning Formal field technical support report and customer support log Support the latest technical material of system to customer System operation support service Others Support (General) OS service pack upgrade Supporting technical material of supplier technology within technical security Hardware cleaning
- 37. Hardware maintenance andoperation Hardware maintenance activities Preventive maintenance support/Failure reparation support/Breakdown reparation support •Regular H/W inspection periodically from hardware maintenance team and suppliers •Service request to suppliers help-desk in case failure occurrence and H/W change •Formal maintenance service log and management •Hardware maintenance system to repair in the shortest time when request of Hardware S/R •Alternative equipment installation in case taking long time to repair •Explanation detailed conditions to failure occurrence •Emergency contacts network with maintenance team and subject matter expertise •Training system between maintenance team and subject matter expertise to maintain the on-going task in failure occurrence • Failure history record and analysis • Support the standardization of maintenance task by failure type categorization and training • Collaboration with equipment suppliers to support maintenance service • Operation of help-desk of hardware suppliers • Subject matter expertise to support maintenance service for 24 hours Type
- 38. Special equipment maintenanceand operation Support system Organizing subject matter expertise to take integration test and system test Monthly and Quarterly Inspection time Network IP-PBX UNIX Server and NT server DBMS Main inspection area • White Box Method - Observation test of equipment interior operation - Systematic test of equipment logical structure to inspect the equipment • Black Box Method - Test focused the operation of equipment as it requires - Function test to perform as requirement analysis - Inspecting the equipment outline and testing the module performance Inspection method Subject Matter Expertise Utilizing subject matter expertise to support specific area to maintain the optimized system and taking detail inspection
- 39. Because of manysuppliers involvement of IT project, the supplier’s management is important to respond the customer’s requirement. In order to perform the effective and systematic maintenance service, the maintenance service company need the smooth cooperation and communication, consistent management procedures with suppliers. • Expert education suggest to improve the performance capability • Sharing best practices and products information to respond the smooth maintenance service • Quality improvement of customer service with training • Establishment of information sharing and teamwork • Sharing the service feedback between maintenance service company and suppliers • Mutual backup system to support the human resources vacation and change • Sharing information to improve the performance capability • Optimal supplier number considered effective management • Regular meeting to improve the customer’s satisfaction and task evaluation Performance evaluation of suppliers Capability Improvement Enhancement of cooperation • Supplier outcome management • Task progress management • Effective Communication management • Expert education suggestion •Security and integration management • Risk prevention management • Common guideline of suppliers Systematic and effective supplier’s management Relationship management of Maintenance and operation provider
- 40. Technology transfer ofMaintenance and operation Consideration • Training environment provision • Confirmation of training schedule for training participants • Considering the service schedule and situation • Training manual and handout preparation • Final confirmation of training details with customer’s training team Training team Training participants Training method Training schedule • Dedicated training team • Supplier’s training team • Specific trainer (Subject matter expertise) • Consideration of maintenance schedule • Training schedule by training participant • Training by system • Group training • Field training • Vendor’s training •Operation team •Actual user of system Maintenance service company need to make the training plan and course of operators and users for effective management and stable operation, support the rapid system adaptation with systematic and optimized training.
- 41. Technology transfer ofMaintenance and operation Training course Contents Method Server and System S/W • Main frame Administration technology • DISK Array management • Oracle and WAS basic management technique • Network management from server • Suppliers training • Server engineer training Reception desk • Tuning technique by reception desk • Interface between equipment • Operation of reception desk • Reception desk engineer IP-PBX • IP-PBX Operation, Administration, Maintenance • Gateway and IP-Phone management function • IP-PBX engineer Network • Router equipment composition and handling • NMS server tuning and node generation • Router switching method • Connection method of network node • Cable type and cable composition • Network engineer Application Software • System configuration and function • Software function operation • Application software engineer P.A command system • IP P.A server and IP P.A terminal • System S/W management • P.A application software function • P.A system engineer Other equipment • Transfer technology of function and composition • Problem solving capability • Field training • Specific equipment engineer Training course has server and system S/W, reception desk, IP-PBX, network management, Application software. P.A system and special equipment.
- 42. Technology transfer ofMaintenance and operation “Technology transfer of users and operators need to be performed with positive participation in maintenance activities by themselves. The participants naturally can learn the technology on the process of involvement and participation. Also the systematic training program need to transfer technology Core technology transfer Continuous technology transfer Personalized technology System operation and maintenance technology transfer •Application actual users and operators in total process • Co-participation of failure reparation and regular inspection • Targeted system and targeted user training • Transfer while meeting •Personalized technology transfer to user and operator • Providing new technology • Deliverables • User’s manual and operator manual Maintenance team Project participation TrainingTechnology document
- 43. Technology transfer ofMaintenance and operation Technology category Technology area Method Target Application S/W Application • Development methodology • Data architecture • Task Function • Development standard • Deliverables • Manual • Standard material • End-users Package solution • Task function • Configuration method Hardware and network Server / disk • Server and disk overview • Hardware composition and management method • Trouble Shooting • Failure reparation and recovery • Co-participation while failure reparation • Manual • Technical material • Vendor’s training program • 1:1 training and Group training • System admin • System operator • Security manager • N/W manager Network • Network configuration and management • Equipment Configuration • Trouble Shooting • Failure reparation and recovery Security / Management tools • Security products overview • Security equipment installation and operation • Failure reparation and recovery System software Operation system • Operation System operation • OS Trouble Shooting • Patch and Upgrade • Co-participation while S/W Patch and Upgrade • Manual • Technical material • Vendor’s training program • Architecture training • System admin • System operator • End-users S/W • Installation and operation method • Trouble Shooting • Failure reparation and recovery Backup system • Backup and recovery In the area of application system, hardware, network and system software, the technology transfer of new technology will be provided to system operators (Administrator) to maintain by themselves and improvement of their capability to respond the emergency situation
- 44. Maintenance and operationbudget LCC – Life Cycle Cost – is commonly understood to be the customer’s total cost and other sacrifice during the actual life time of the product. Hence LCC includes the acquisition cost as well as all future costs for operation and support of the product until it is finally discard. The maintenance cost can be split up in two different categories. Direct maintenance costs -The costs are directly related to the performance of the maintenance works • Wages & Salaries • Material Costs • Administration Costs • Costs for training • Spare parts costs • Contracted work forces • Modification Costs Indirect maintenance costs - Losses due to maintenance Loss of revenue or other losses as a result of interruption to production as a result of maintenance.
- 45. Maintenance and operationcontract - General points/Financial monitoring/Term of agreement - Termination/Suspension - Operator’s obligations/Expiry of agreement - Payments and incentives - Force Majeure - Liability and liquidated damages - Sub-contracting/Authority's obligations - Assignment of agreement - Exclusivity - Insurances/Warranties - Intellectual property and confidentiality - Tariffs/Dispute resolution - Employees - Priority of documents - Reporting/Performance security - Monitoring of performance Checklist for Operation and Maintenance Agreement https://ppp.worldbank.org/public-private- partnership/ppp-overview/practical- tools/checklists-risk-matrices/operation- maintenance-agreement
- 46. Maintenance and operationpurchase type Goals of: Purchase Management: The Right quality, Right quantity of supplies, At the Right time, At the Right place, For the Right cost. To work with suppliers or vendors, the following considerations need to be a guideline to take actions. Primary consideration •Right price •High turnover •Low procurement •storage cost •Continuity of supply •Consistency in quality •Good supplier relations •Development of personnel •Good information system Secondary consideration •Forecasting •Inter-departmental harmony •Product improvement •Standardization •Make or buy decision •New materials & products •Favorable reciprocal relationships
- 47. Technology trends LTE/5G IoT Clouds The Informationtechnology moves to AI, Clouds, IoT, Blockchain, and 5G or advanced LTE. Those technology can apply to maintenance area to save cost and efficient management of resources and monitor the field situation.
- 48. Trends of maintenanceand operation 1. Technology Adoption: Computers, networks, and mobile devices are now in the hands of almost every employee—including the maintenance team. 2. Enter the "Digital Native": Older workers are retiring, and the younger “digital natives” coming onboard have a deeper understanding of technology and its capabilities. 3. Data-Driven Management: Managers want the ability to back up decisions with hard data—requiring better tracking and reporting systems. 4. Mobile Technology: Mobile technology is expanding rapidly, and the ability to connect from the field is a natural fit for maintenance operations. Most professionals in maintenance operations of all sizes have already experienced these industry changes firsthand, while others see them coming quickly down the pipeline. Some organizations have embraced these changes, but others are floundering, in real danger of being left behind. In this maintenance management article series, we’ll identify the 11 most important trends driving changes in proactive maintenance strategies today. Then we’ll show you how to use each trend to create a competitive advantage for your company using computerized maintenance management system (CMMS) software and related technologies. These proactive maintenance strategies will help you discover how to save money, improve response times, and keep your assets running longer and more efficiently.
- 49. Trends of maintenanceand operation 5. Software Cost & Implementation Time: CMMS software is now more affordable and easier to implement than ever, putting it within virtually every organization’s reach. 6. Cloud Computing: Increasing bandwidth and more affordable hosting options mean you don't need expensive hardware or a highly skilled internal IT team to access great software. 7. Systems Integration: CMMS data now links easily with other systems, such as ERP and accounting software, predictive maintenance monitors, building automation systems, and more. 8. Insourcing vs. Outsourcing Analysis: Increasingly, companies are saving money by focusing on their core competencies and leaving specialized tasks to outside vendors. CMMS tools can help you analyze which tasks, processes, or functions you should keep in-house and which you should consider outsourcing. 9. Environmental Impact: More organizations are seeking LED and other “green” certifications. They need reliable maintenance and facility data to achieve and maintain them. 10. Regulatory Compliance: Regulatory bodies are requiring increasingly complex recordkeeping. Organizations that meet this challenge are saving millions in fines and liability lawsuits. 11. The Internet of Things: The IoT is a natural fit with the way maintenance teams operate—collecting data faster and easier than ever before. Best of all, maintenance teams can use that information to proactively perform maintenance and even predict asset failures
- 50. Developing the maturitymodel of maintenance and operation optimizi ng level quantitati vely mana ged level defined level managed level initial level CMMI (Capability Maturity Model Integration) apply to maintenance and operation organization to evaluate the process and management of software development process. In case organization maturity improve to higher level, maintenance activities also move to strategic, proactive and optimized level Consequences of failure Probability of failure Historical data available Risk tolerance Resource availability
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- 52. Reference • KOICA website:www.koica.go.kr • Indian Railways Medical Service: Material Management • Worldbank: https://ppp.worldbank.org/public- private-partnership/ppp-overview/practical- tools/checklists-risk-matrices/operation- maintenance-agreement • Mpulse Software: https://www.mpulsesoftware.com/The-Future-of- Maintenance-Management-Part-1-11-Trends- Shaping-Your-Workplace-Blog
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