W11 L1 - System Operations & Maintenance

Question 1

What is institutionalisation

Answer 1

“Institutionalisation” – system gets use to institution and vice versa

• Adjustment period (productivity dip before benefit realisation)
• Ongoing user support – usually have level 1 (answer 80%), then level 2 answer the rest (they have more knowledge) – if you cant answer at level 2 then there is usually problem with the system and problem report issued which leads to a change request.
• Provided by whom? – online
• Documentation/resources/processes from pre-implementation phase

Question 2

Draw the institutionalisation graph and explain it

Answer 2

Slide 6 - see additional notes below the picture

Question 3

Describe maintenance and some techniques

Answer 3

• Includes user support — L1-> L2 -> Problem report
  Fixes, enhancements, updates (change requests – these are like mini-SDLC)

Provided by whom? – project manager

Total cost of ownership (TCO) – every-time you have to make an enhancement or change to the system costs something
- Planning phase

Question 4

What are the different types of change requests/maintenance

Answer 4

Corrective:
- is a maintenance task performed to identify, isolate, and rectify a fault so that the failed equipment, machine, or system can be restored to an operational condition within the tolerances or limits established for in-service operations. For bugs, try find within a year then correct.

Adaptive (enhancements)
- Modification of a software product performed after delivery to keep a software product usable in a changed or changing environment.
- Sources: internal; system; business; external
Major or minor

Perfective: May add a new feature
- Modification of a software product after delivery to improve performance or maintainability.

Preventative:
- is regularly performed on a piece of equipment to lessen the likelihood of it failing. It is performed while the equipment is still working so that it does not break down unexpectedly.

Question 5

What is project assessment

Answer 5

• a legislated planning and evaluation process. It is intended to ensure the environmental, social, cultural and economic well-being of residents and communities is protected from any significant adverse effects that may be caused by a development project.
• want to assess the team, what they could have done better
• look at traceability pyramid and see how accurate it was