Operations Support Guide



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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:

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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.

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3. Release Planning Process

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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 | |

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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

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5.3 Application Release Management

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Priority

This table classifies the priorities used to classify the issue, enhancement and bug fix logs:

|Priority |Definition |

|1 |One or more of the following statements is true: |

|Emergency Fix |Application not functional |

|required |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 |

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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.

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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.

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