D150 - Project Technical Support
DEFINITION
Define, instigate and operate Project Team responsibilities and techniques for technical support, bug reporting, fixing, supplier liaison etc.
SUMMARY
During development there is a need for clear responsibilities to be defined for running and supporting the development system. For example, who applies bug fixes? Who runs the batch jobs? Who sets up the security access rights?
The same is also required for other pre-live environments, eg testing environments, training environment where applicable.
The role of the package supplier needs to be established early on in the implementation. Where the client organization and the project structure is very large and complex (e.g. a multi-site and multi application implementation) it will be necessary to define who talks to whom and on what subject to avoid confusion and misunderstanding.
Note that similar arrangements for live running are not dealt with here - the live support requirements need to be considered in detail, see for example D850, D860.
PATH PLANNING GUIDANCE
Optional - may not be required if a small team has complete control over all aspects of the system.
DEPENDENCIES
Prerequisites (Finish-Start):
- none
Prerequisites (Finish-Finish):
- definition of the technical architecture, eg as defined in the Delivery Approach Definition (DAD)
Dependent procedures (Finish-Start):
- operation of the development and test systems
RECEIVABLES
- Delivery Approach Definition (DAD) or similar definition of high-level design
DELIVERABLES
- Development System Admin IP
TOOLS
- Software and Consulting Help Lines
DETAILED DESCRIPTION OF TASKS
Defining the approach and responsibilities
An Implementation Paper (IP) or Brief Implementation Paper (BIP) should be used to define the approach. Where the project is complex with different departments being involved, an IP is to be preferred as it allows full consideration and acceptance of the issues and the decisions.
The Implementation Paper will identify the:
- Requirements for project team systems support
- Options available
- Recommended approach
- Details of procedures to be followed
Requirements and options for support
The Project Team should consider the needs of each project and systems environment on its own merits. In addition to examining the team’s own requirements, they should also investigate the needs, normal practices, wishes and capabilities of the client organisation’s existing IT department.
Possible areas for support, and probable sources for that support may include:
Requirement:
|
Possible options:
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Control, support and maintenance of computer resources such as disk space, budgets, processor time etc
|
MIS department (if shared system)
Project team (if dedicated system)
Supplier (if dedicated system)
|
Control, support and maintenance of system security access, eg log-ons, access to databases /disk space
|
MIS department (if shared system)
Project team (if dedicated system)
Supplier (if dedicated system)
|
Control, support and maintenance of communications network, eg terminals, client PCs, printers etc
|
MIS department (if shared system)
Project team (if dedicated system)
Supplier (if dedicated system)
|
Setting up basic systems environment, eg TP system configuration, database table definition, data dictionary etc
|
MIS department
Project Team
Supplier
|
Installing basic applications software
|
Supplier
MIS department
Project Team
|
Logging and controlling fault reports
|
Project Team member
|
Initial analysis and diagnosis of faults
|
Project Team member
|
Liaison with supplier re fault reports
|
Project Team member
|
Defining corrective actions
|
Supplier
|
Applying corrections to the applications software
|
Supplier
MIS department
Project Team
|
Testing and accepting corrections or other changes to the applications software
|
Project Team
|
Version Control of applications software
|
Project Team
MIS department
|
Starting up and shutting down computers and other equipment
|
Operators
Project Team
|
Loading / Unloading real time services, and databases etc
|
Operators
Project Team
|
Running batch processing jobs (updating the system)
|
Operators
Project Team
|
Running reporting jobs (not updating the system)
|
Project Team
Operators
|
Taking backups / operating recovery procedures
|
Operators
Project Team
|
Collation and distribution of output
|
Operators
Project Team
|
Control and monitoring use of the system by different sub-teams within the project
|
Project Team member
|
Checkpointing and “recoverability” of development parameters and data
|
Project Team member
|
Scheduling design, development and test usage of the system
|
Project Team
MIS department
Operators
|
Liaison with other system users, eg users of other computer facilities, MIS department, Operators
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Project Team member + each body to have nominated contact/liaison points
|
Approach and detailed procedures
For all aspects of systems support and administration identified, a recommended approach should be stated, clearly identifying individual responsibilities. These responsibilities should be agreed with the parties involved as appropriate.
Where communication is required between different people, it is normally valuable to set down a simple procedure to explain how it should take place, eg how to report faults, how to request a batch run. These procedures should be as simple as possible as they are only intended to support and assist the project team during development.
Instigating and operating the procedures
Once agreed, the responsibilities and procedures should be publicised to all parties concerned. They should be operated and followed as appropriate.
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