IT Maintenance

Table of contents

1. Cover
2. Title Page
3. Copyright Page
4. About the Author
5. Table of Contents
6. Preface
7. Acknowledgments
8. Part I Initiating Processes
   1. Chapter 1 Introduction
      1. CIO Agenda
      2. Leadership
      3. Book Organization
      4. How to Effectively Use This Book
   2. Chapter 2 Project Management Versus IT System Maintenance
      1. Scope Documents
      2. Defining Work Tasks
      3. Cost Estimate
      4. Team
         1. Longevity
         2. Skills
         3. Knowledge
         4. Numbers of Team Members
      5. Work Tracking
      6. Customer Care
      7. Metrics
      8. Risk
      9. Conclusion
   3. Chapter 3 Outsourcing: The New Challenge
      1. Outsourcing Past and Present
      2. Outsource a Problem
      3. So Why Is Outsourcing Included in This Book?
      4. Undoing Outsourcing
9. Part II Planning Processes
   1. Chapter 4 Scope of Maintenance
      1. Process Boundaries
         1. Process Inputs
         2. Process Resources
         3. Policies, Procedures, and Other Documents
         4. Process Outputs
      2. Inside the Process
         1. Customer Care
         2. Work Tracking
         3. Status Tracking
         4. Answering Questions
         5. System Administration
         6. Data Fixes
         7. Defect (Bug) Fixes
         8. Enhancement with Estimates
         9. Vendor New Releases
         10. Monitor Production
         11. Performance Tuning
         12. Backup and Recovery
         13. Disaster Planning
         14. Testing
         15. Migrations
         16. Configuration Management
      3. Summary
   2. Chapter 5 Service Level Agreement
      1. Separate Enhancements
      2. Value Position
      3. Writing the SLA
      4. How to Judge the Quality of an SLA
   3. Chapter 6 Service Breakdown Structure
   4. Chapter 7 Cost Estimate
      1. Labor Estimates
         1. Approach 1: Current Team
         2. Approach 2: New Maintenance Team Established after a Project Team
         3. Approach 3: Service Breakdown Structure
         4. Approach 4: Benchmark
      2. Non-Labor Estimates
      3. Long-Range Plan
      4. Putting It All Together
   5. Chapter 8 Transition Planning
      1. Transition to Existing Maintenance Team
      2. Create New Maintenance Team as Part of Transition
   6. Chapter 9 Documentation
      1. Developing Documentation
      2. Documentation Types
      3. Document Matrix
      4. Operations Guide
      5. Maintenance Manual
      6. Design Document
      7. Business Process Document
      8. System Notebook
      9. Maintenance of the Documentation
10. Part III Executing Processes
    1. Chapter 10 Team Management
       1. Team Development
          1. Maintenance/Project Team Structure
          2. Determine Skill Need
          3. Select Team
          4. Divide Up Coverage
          5. Train Team
          6. Manage Team
    2. Chapter 11 Work Tracking
       1. My Story
       2. What to Track
       3. Work Tracking Design
       4. Implementing Work Tracking
       5. Providing Work Tracking Access to the Users
    3. Chapter 12 Customer Care
       1. Service
       2. Customer Care Mechanics
       3. Customer Problems
       4. Customer Care Metrics
    4. Chapter 13 Incidents, Defects, and Enhancements
       1. Incident Definition
       2. Defect Definition
       3. Enhancement Definition
       4. Customer Categorizing Enhancements as Defects
       5. Emergency/Defect Fix Process
       6. Severity Levels
       7. Enhancement Process
       8. Vendors
       9. Grouping Fixes and Enhancements
       10. Metrics
    5. Chapter 14 Testing
       1. Develop Test Plan
       2. Types of Testing
       3. Catch Defects Early
       4. Test Case and Script Development
       5. Test Execution and Control
       6. Earned Value
11. Part IV Controlling Processes
    1. Chapter 15 Metrics—Overall Control
       1. Maintenance/Project Difference
       2. Appropriate Metrics
       3. Reporting Metrics
    2. Chapter 16 Configuration Management
       1. Version Control
          1. The Problem
          2. The Solution
          3. Version Control Process
       2. Change Control
       3. Migration Control
       4. Production Control
       5. Environment Control
    3. Chapter 17 Cost Control
       1. Tracking Costs
       2. Cost Analysis and Control
          1. Labor
          2. Purchases
          3. Fixed Costs
          4. Other Costs
       3. Reporting Cost
    4. Chapter 18 Communication and Beyond
       1. Developing a Communications Plan
       2. System Owners
       3. Politics—Beyond the Communication Plan
       4. Politics—The Three Choices
       5. Floundering at a Program Meeting
       6. Political Analysis
       7. Political Planning and Tactics
       8. Implement Plan and Refine
    5. Chapter 19 Risk Management
       1. Risks versus Issues
       2. Risk Management for Maintenance
          1. Risk: Loss of Maintenance Knowledge
          2. Risk: Loss of Business Continuity
          3. Risk: System Disaster
          4. Risk: Security Attack
          5. Risk: New Governmental Regulations
          6. Managing Risks Going Forward
12. Part V Assessing and Closing Processes
    1. Chapter 20 Peer Reviews and Formal Audits
       1. What to Review
       2. Maintenance Review Checklist
       3. Formal Audits
       4. Types of Audits
       5. Preparing for an Audit
    2. Chapter 21 Customer Survey
       1. Survey Content
       2. Who Receives the Survey
       3. Survey Use for Best Impact
    3. Chapter 22 Annual Closeout
       1. Closeout Activities
       2. Kick Off Maintenance for the Next Year
       3. References
13. Index