Maintenance and Support

Week 15CMIS570

User Training User Training

Need to consider the same 2 groups: End users

Use the system to achieve the business purpose Creating, modifying, deleting records Generating reports Querying the data

System operators Perform administrative functions and routine

maintenance to keep the system operating Starting and stopping the system Running backup and recovery

Training Methodologies Determine best training method

given end-users and system: Instructor Led One-on-One User-Led External sources

Training the end-users What do users want?

Training early on Training manual Straightforward teaching techniques

1. How to get started 2. Where to turn for help 3. Who to see when they want to learn

more about the features and functionality

Supporting the End-user Information Center / Help desk Automating support Resident expert Other things to consider:

Providing recovery and backup Disaster recovery PC maintenance

Maintenance Phase Maintenance:

Changes made to a system to fix or enhance its functionality

Why is this needed? Corrective Perfective Adaptive Preventive

Maintenance Life Cycle Design Concept

Plan

Analysis

DesignImplement

Maintain

Maintenance Steps Obtain maintenance requests

SSR, SMR, CR Controlling maintenance requests

How is decision made on which maintenance requests to work on?

Planning steps Secure resources

Transform requests into formal changes Develop test criteria and a test plan

Maintenance Phase/Testing Start with “production copy” of modules

to be changed Check out production version of source code Unit testing REGRESSION testing

To ensure changes have not created new problems in the system

Accomplished by running a subset of previously executed integration and system tests

Smart IS shops keep a regression “test bucket” of selected test cases to run on a system when changes are made to any module in that system

Maintenance Steps Implement changes Monitor changes Update documentation

Other things to consider Cost of maintenance CASE tools to aid in maintenance Cost factors Who does maintenance in an

organization

Review of Oracle Designer

ANALYSIS•Process Models•ERD•FHD

Transformers•Database•Application

DESIGN•Design Editor

Generators•Database•Table API•Forms•Reports

Oracle Designer

Oracle Designer end result: Actual application database Working prototypes of screens and

reports Analysis and design documentation

ERDs, process models, etc.

PROCESSMODEL

E-RDIAGRAM

FHD

Entity Usages

ADT

DDT

DBDESIGN

CANDIDATEAPPLS

Column Display Properties

DB andTable API

Oracle Database

GenerateDB

GenerateAppls

REPORT

FORM

Design Editor

ORACLE DESIGNERORACLE DESIGNER