Operational Support Requirements Checklist



COMMONWEALTH OF PENNSYLVANIA

DEPARTMENT OF HUMAN SERVICES

INFORMATION TECHNOLOGY GUIDELINE

|Name Of Guideline: Operational |Number: |

|Support Requirements Checklist |GDL-EPPM021 |

|Domain: |Category: |

|Business |Work Plan Standard / Project Checklists |

|Date Issued: |Issued By: |

|12/17/2002 |DHS Bureau of Information Systems |

|Date Revised: | |

|03/10/2016 | |

General:

This checklist provides a list of the considerations for Operational Supports to be defined on a new application. This checklist can be used for tracking that the appropriate requirements have been considered.

The purpose of this document is to track the appropriate Operational Support Requirements.

Guideline:

Operational Support Requirements

Perform these steps and indicate who assessed the requirement and the date of its completion.

|Requirements |PERSON |DATE Addressed |

| | | |

|Technical and Business Contacts and Maintenance Windows | | |

|Identify technical and business contacts | | |

|Determine the project’s business sponsors | | |

|Determine whether user access to applications or data is required | | |

|Determine who in the Program Office is the interface to the user | | |

|community | | |

|Determine whether there are technical contacts within the | | |

|sponsoring Program Office and/or user community | | |

|Determine whether technical support is available for any | | |

|specialized hardware | | |

|Determine if technical support is available for commercial | | |

|software | | |

|Define the application contacts for custom-developed software | | |

|Determine who must be notified of problems or potential downtime | | |

|Determine whether preventive maintenance is required for hardware | | |

|and/or software components | | |

|Determine whether there is a defined maintenance window for | | |

|hardware and/or software components and whether it is consistent | | |

|with the existing DHS enterprise environment | | |

| | | |

|Environment Deployment | | |

|Determine if environments other than production are required and | | |

|whether they are consistent with DHS standards | | |

|Determine if and how licensing is handled for multiple | | |

|environments | | |

|Determine whether software components can be deployed | | |

|automatically | | |

|Determine if automated scheduling is required and whether | | |

|OPCON/xps can do it | | |

|Determine whether hardware and/or software require operational | | |

|monitoring and related procedures | | |

|Determine whether specialized training is required | | |

|Define thresholds for event triggers | | |

|Ensure that availability and performance data is accessible to all| | |

|application support staff | | |

|Troubleshooting and Maintenance | | |

|Determine whether outside third party access to hardware and/or | | |

|software systems is required and whether it can be enabled | | |

|consistent with DHS security standards | | |

|Determine if specialized tools or utilities are required for | | |

|troubleshooting | | |

|Determine if there are specific procedures for capturing dumps | | |

|and/or logs | | |

|Ensure any changes for maintenance, product updates, or hardware | | |

|upgrades are recorded for configuration management | | |

|Ensure that troubleshooting procedures are recorded in a knowledge| | |

|base for future reference | | |

Refresh Schedule:

All guidelines and referenced documentation identified in this standard will be subject to review and possible revision annually or upon request by the DHS Information Technology Standards Team.

Guideline Revision Log:

|Change Date |Version |Change Description |Author and Organization |

|12/17/2002 |1.0 |Initial creation. |Momentum |

|04/04/2003 |1.0 |Comply with DPW Standards |DCSS – Process Section |

|02/15/2005 |1.0 |Reviewed content – No changes |DCSS – Process Section |

|01/05/2007 |1.0 |Reviewed content – No changes |PMO-DCSS |

|09/15/2008 |1.1 |Reviewed content & edited style |EPPM |

|01/24/2011 |1.2 |Reviewed content and updated |DEPPM |

|04/28/2015 |1.3 |Changed DPW to DHS |BIS/DEPPM |

|03/10/2016 |1.3 |Annual Review |BIS/DEPPM |

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