Project Delivery Process D150

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:
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	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.