Systems Analysis & Design 1

10th Edition

CHAPTER 9
Systems Operation, Support
& Security
 Phase Description
2

 PLANNING
 ANALYSIS
 Requirements Modeling
 Data & Process Modeling
 Development Strategies
 DESIGN
 Output & User Interface Design
 Data Design
 System Architecture (not covered in syllabus)
 IMPLEMENTATION
 SYSTEMS OPERATION, SUPPORT &
SECURITY
 Content
3

 User support activities

 Maintenance activities
 System support
 System performance
 System security
 Data backup & recovery
 System obsolescence
 User Support Activities
4

 User Training
 Help Desks
 User Training
5

 Initial training – during system

implementation
 Additional training – new employees
 User training package – changes or new
version (similar to initial training)
 Online support (e-mail)
 Special web site
 User guide revision
 Training manual supplement
 Formal training sessions
 Help Desks
6

 Centralized resource staffed by IT professionals

that provide user support
 Information centre
 Objectives:
 Show users how to effectively use system resource
 Provide answers to technical & operational questions
 Teach users how to meet their own information
needs
 Interpersonal + technical + business
comprehension
 Maintenance Activities
7

 Changing programs, procedures,

documentation
 Adapting to changing requirements
 Improve operation efficiency

orrective, Adaptive, Perfective, Preventiv

Maintenance Type
 Corrective Maintenance
8

 Diagnose & fix logic errors

 Scaled down version SDLC
 request – forms, e-mail
 E.g. Incorrect report title, report total,
 Adaptive Maintenance
9

 Add enhancement (new feature or

capability)
 Usually due to business environment
change
 New product, services
 Scaled-down version of SDLC
 E.g. new report, data entry field
 Perfective Maintenance
10

 To improve efficiency, reliability,

maintainability
 Usually initiated by IT department
 Software reengineering – analytical
technique to identify potential quality
and performance improvements
 E.g. macros, library for code reuse
 Preventive Maintenance
11

 Reduces possibility of future system

failures
 Analyses likely trouble areas
 Usually initiated by IT department
 Rarely deserves high priority
 E.g. develop standard backup schedule,
analyze problem report for patterns
 Managing System Support
12

 Requires effective management, quality

assurance and cost control
 Strategies:
 Maintenance team
 Configuration management process
 Maintenance release procedure
 Version control & baseline
 Maintenance Team
13

 System administrator
 Manage computer & network system
 System analyst
 Investigate and locate problem source
 Programmers
 Application, systems & database
programmer
 Programmer/analyst
Organizational & communication
skill, Analysis & synthesis skill
 Maintenan
14
ce
Request

Initial
Determinati
on System
Review
Committe
Completio e
n of Work

User
Notificatio
n
 Configuration Management
15

 Process for controlling changes in

system requirements (development
phase) and managing system changes
and cost (operational phase)
 Allows IT staff to:
 Manage system versions
 Organize & handle documentation
 Maintenance Release
16

 Maintenance release methodology –

withheld noncritical changes until they
can be implemented
 Document changes & install as new
version called release
 Uses numbering pattern, starting with 1.0
 1.4  1.5 – minor enhancements
 1.0  2.0 – significant upgrade
 Service pack – maintenance release for
commercial software
 Version Control & Baseline
17

 Version control – process of tracking

system release (versions)
 Prior releases are archived
 System librarian
 System Performance
18

 System performance depends on

integration of system components
(clients, servers & network)
 Benchmark testing – measure system
performance
 Performance metrics:
 Response time
 Bandwidth & throughput
 Turnaround time
 System Maintenance Tools
19

 Performance monitor
 Program analyzer
 Interactive debugging analyzer
 Reengineering tools
 Automated documentation
 Network activity monitor
 Workload forecasting tool
 System Security
20

Security
Level
 Data Backup & Recovery
21

 Backup policy – procedures & instructions

 Backup media
 Labeled correctly
 Offsiting
 Schedules
 Time consuming & redundant
 Full backup, incremental backup
 Retention periods
 Disaster recovery issues
 Hot site & data replication
 Data Obsolescence
22

 Increase adaptive & maintenance cost

 Increase operational & execution cost
 Availability of a better, cheaper software
package
 New technology
 Difficult & expensive maintenance
 New feature request
 Chapter Summary
23

 Systems operation, security, and support

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
 Chapter Summary
24

 Systems analysts need the same talents

and abilities for maintenance work as they
use when developing a new system
 Configuration management is necessary to
handle maintenance requests
 System performance measurements
include response time, bandwidth,
throughput, and turnaround time
 All information systems eventually become
obsolete
 Chapter Summary
25

 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 9 complete