Maintenance and Support维护和支持.pptVIP

Maintenance and Support Week 15 CMIS570 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 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 a