Operations Support Guide Project Name Ministry Of [Complete File/properties

operations support guide project name ministry of [complete file/properties to populate fields on this page and in the document h

Operations Support Guide Project Name

Ministry of
[Complete file/properties to populate fields on this page and in the
document headers]
Project Name
Project #:
Operations Support Guide
Prepared by: Author's Name
Prepared for:
Date Submitted: [Date]
Project Sponsor: Project Sponsor
Client Acceptor:
Project Manager:
Document Number: 6450-20/Project Number /OSG
Security Classification: Low
Version: 1.2
Last Updated: October 28, 2004
Creation Date: May 8, 2003
Table of Contents
=================
Table of Contents 2
1. Introduction 3
1.1 Purpose 3
1.2 In Scope 3
1.3 Out of scope 3
1.4 Intended audience 3
2. Roles and responsibilities for Maintenance and Support of 4
2.1 Service levels 4
2.2 Roles and Responsibilities 5
3. Release Planning Process 6
4. Back up and recovery 7
5. Application Change Management 8
5.1 Application Promotion Model 8
5.2 Application Related Containers and Database Schemas 8
5.3 Application Release Management 8
6. Metadata Change Management 10
7. Known Operational Exceptions 11
8. Managing and Tracking Project Control Items 12
9. APMS 13
Revision Log 14
Appendices 15
Approval 16
1. Introduction
===============
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1.1 Purpose
-----------
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1.2 In Scope
------------
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1.3 Out of scope
----------------
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1.4 Intended audience
---------------------
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2. Roles and responsibilities for Maintenance and Support of
============================================================
2.1 Service levels
------------------
The maintenance and support of the application is organized into three
(3) tiers. Below is a brief summary of each of those tiers. The next
section describes the roles and responsibilities involved in each of
the tiers.
The first tier of support is the ITMB Help desk responsible to:
*
Open and log alerts and issues.
*
Forward information to
The second tier of support is IMG. Responsibilities include but are
not limited to:
*
Oracle database support.
*
Software configuration and release management.
*
Ongoing quality assurance for deliverables.
The third tier of application support is
Responsibilities include:
*
Provide guidance and technical knowledge transfer to the
Ministry’s Information Management Group (IMG) Representatives
*
All maintenance and enhancements to application.
*
Review problem reports, system changes and new requirements, in
order to answer questions, ensure feasibility and provide cost
estimates.
Core Hours for Application Support:
Insert text here.
Expected Service Level Response Times:
Priority 1 Emergency Fix services:
Non Emergency Services:
Please refer to the Problem Response, Resolution and Escalation
Procedures document for key directions, expectations, and policies
that guide process and procedures to support the Ministry Application
Development Environment.
2.2 Roles and Responsibilities
------------------------------
The table below identifies the roles and responsibilities involved in
ensuring proper application operation, maintenance and support.
3. Release Planning Process
===========================
Insert text here.
4. Back up and recovery
=======================
Backup and recovery is a standard service provided by the ITMB.
Technology
Service
Database
Designer repository
File system on LAN
5. Application Change Management
================================
Refer to the Software Configuration Management (SCM) Standards and
Services web page for the complete description of procedures and
standards.
5.1 Application Promotion Model
-------------------------------
For information on this promotion model, please refer to the section
Promotion Models for application development. The actual promotion
level work areas in Oracle SCM/Designer however, are GAME-specific, in
order to seclude GAME development from general application development
environments.
5.2 Application Related Containers and Database Schemas
-------------------------------------------------------
Insert text here.
5.3 Application Release Management
----------------------------------
Insert text here.
Priority
This table classifies the priorities used to classify the issue,
enhancement and bug fix logs:
Priority
Definition
1
Emergency Fix required
*
One or more of the following statements is true:
*
Application not functional
*
Data corruption occurring that may impact data credibility
*
No work around or manual process
*
Work in process stalled until problem solved.
2
*
One or more of the following statements is true:
*
Problems are affecting the ability of one or more end users
*
Limited work around available
*
problem impacts approaching deadlines
3
*
One or more of the following statements is true:
*
Work around available or no workaround necessary
*
assessment required to determine necessity of fix
6. Metadata Change Management
=============================
Refer to the Configuration Management Standards and Services at the
ITMB web page documentation site.
7. Known Operational Exceptions
===============================
List any operational exceptions that are possible. For example an
application may interface with another application and be reliant on
an external event before proper interconnectivity can occur. If the
external event does not occur, comment on the loss of
interconnectivity and how to rectify the problem.
8. Managing and Tracking Project Control Items
==============================================
Please refer to the document Automated Project Items Control using
PVCS Tracker (PDF) for the complete description of the standard
process and methods for tracking and managing project control items
using PVCS Tracker.
Project control items include the management of risks, issues, change
requests and quality control outputs.
9. APMS
=======
APMS Update required? Yes No
APMS updated/to be updated on (date):
Comments:
Revision Log
============
Date
Version
Change Reference
Reviewed by
[date]
Appendices
==========
Each Appendix must have:
A separate header, numbered A-Z, with an appropriate descriptive
title. Use the Heading 1 Style for each Appendix Header. This style
will automatically insert a page break.
A lead in paragraph that states the importance of the data to this
report
A closure, centred on a separate line, that repeats the header, such
as End of Appendix A – Title.
Enter content here.
Approval
========
This document has been approved as the Operations Support Guide for
the Project Name project.
Following approval of this document, changes will be governed by the
project’s change management process, including impact analysis,
appropriate reviews and approvals, under the general control of the
Master Project Plan and according to Project Support Office policy.
Prepared by
Signature
Date
Author's Name
[Title]
[Organization]
Approved by
Signature
Date
[Client Acceptor’s Name]
[Title]
[Organization]
Last revised 2004-10-28 Page 16 of 16
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Security Classification: Low