Index

A

acceptance test, 155, 157–159

accountability, 4

accountable, 149

accounting, 72

activities, 15

adaptive maintenance, 137, 142

administration, 5, 6, 192

anticipate (risk), 218–224

approval, 50, 61, 80, 135, 140, 178, 179, 185, 186, 188

approve, 85, 143, 144

assembly test, 154, 155, 157–159, 160

assessing and closing processes 7, 10, 167, 227

attack, 223

audit, 90, 234–236

auditable, 185

authority, 43, 123, 135, 190, 191, 204

authorize, 14, 49

availability, 4, 16, 171, 184

avionics, 169

B

back-out plan, 185, 187

backup (person), 113, 116

backups (system), 45, 46, 50, 51, 62

balance, 232

batch job(s), 45, 135, 137

benchmark/benchmarking, 69–71, 101

benefiting, 77

best practices, 27

boss, 119, 120

bottom-up estimating, 15, 66

boundary conditions, 161

budget/budgeting, 72, 82, 171, 196, 198, 199, 233, 245

changes, 81

bugs. See defects

business, 52, 57, 65, 80, 120, 135, 171, 192, 201, 220, 231

acumen, 116

contacts, 99

continuity plan, 46, 62, 222

cost 74

decision, 136

function, 94, 129, 150

impact, 44,
136, 147, 172, 185, 186

interruptions, 152

need, 77, 198

of IT maintenance, xvii

operations, 47

owner, 49, 50, 124, 133, 144, 145, 150, 199, 204

people, xiv, 25, 50

process document, 92, 99, 100

process(s), 16, 27, 38, 47, 81, 112, 206

requirement, 77

risk, 116

severities, 141

sign-off, 47

terms, 53

travel, 72, 196, 198

value, 6, 50, 51, 77, 138, 198, 199, 232, 238, 246

C

Canada, 21, 22

capacity, 62, 146

career, xvi, 89, 105, 215

category, 54, 71, 72, 121

challenge, 5

change control, 144, 176–179, 185, 188

process, 141, 186, 187

chart of accounts, 81, 192

check-in, 182, 183

checklist, xv, 53, 59, 185, 233

check-out, 182, 183

China, 21, 22, 26

CIO (chief information officer), xv, xvi, 1, 4, 231

client, 21, 24, 27, 70

code, 44, 47, 97, 108, 139, 140, 157, 159, 163, 175, 180

commitment, 6, 52

communicate, 18, 45, 61, 62, 65, 91, 115, 139, 146

communication, 39, 40, 47, 83, 84, 131, 179, 186, 188, 195, 201–203, 221, 223

channels, 108

plan, 41, 99, 173, 202, 205, 210, 211

competitive, 50

advantage, 22

competitor(s), 114, 222

complexity, 23, 71, 181

compliance, 236

components, 46, 71

computer system. See system

conferences, 72, 196, 199

configurable, 61

configuration management, 47, 63, 164, 175–179, 185, 188, 189

conflict, 79, 206

consistency, 5

constraints, 53, 55

consulting, 57

continuous improvements, xv, 35, 89, 114, 120

contract, 14, 24, 53, 55, 57, 59, 85, 191

contractor(s), 85, 191, 197, 198

rate, 75

control, xvi, 4, 24, 27, 34, 44, 53, 79, 88, 120, 142–145, 153, 162, 169, 175, 180, 182, 191, 196, 198–200

controlled, 15

controlling processes, 7, 9, 33, 35, 47, 52, 103, 167, 169, 227

core competencies, 23

corporate strategy, 23

cost, 4, 14, 18, 24, 25, 44, 51, 54, 56, 59, 65–67, 72–75, 83, 85, 147, 148, 152, 171, 191, 196, 198–200, 232, 233

advantage, 23

breakdown, 192

-competitive, 26

control, 145

of labor, 17

ratio, 50

savings, xv, 21, 22, 24, 26

of testing, 160

coverage matrix, 85, 112, 113, 221, 234

Covey, Stephen R., 33

coworkers, 69

creativity, 115

crisis management, 224

critical, 54

customer, 16–18, 35, 40–47, 51, 60, 65, 99, 103, 130–133, 136, 201, 209

business, 16

care, 17, 60, 129

code/program, 66, 87

engagement, 106

satisfaction, xv, 116, 119, 133, 172, 206, 231, 237

survey, 133, 238, 240, 241, 244

customized program, 70

D

data, 46

archiving, 95

change, 135, 136

fix, 39, 61

table, 45

database, 71, 95, 96, 126, 127, 188

administration 62, 71

to track work, 41

defects, 39, 41, 60, 121, 124, 135–138, 141, 146, 147, 149

deliverable(s), 13–15, 17, 18, 52, 77, 83, 107

dependencies, 78, 186

deploy(ed), 77, 79, 80, 158

design document, 81, 92, 99, 138

development, 50, 77, 79, 80, 90, 152

projects, 3, 35, 59, 68

tools, 72

director, 4, 26

directory structure, 95

disaster, 46, 220, 221

recovery, 125, 194

recovery plan, 46, 62, 95

disband, 79

Disney, 114, 129

document matrix, 93

document(s), 14, 37, 57, 67, 78, 80, 81, 84, 87, 90, 92–94, 100, 150, 151

documentation, 27, 61, 91, 102, 149, 184

duration, 59

E

earned value, 18, 120, 121, 164, 169

effort level, 59

e-mail, 38, 116, 131, 132, 139, 140

emergency (incidents), 131, 138, 139, 141, 187, 188

emergency migration, 47, 62

employee(s), 22, 26, 27, 43, 110–112, 198, 203, 222, 223

English-speaking, 22

enhancement(s), 39, 41, 60, 89, 97, 121, 125, 135–138, 141, 144–148, 160

process, 139, 142

entry criteria, testing, 161, 163

environmental control, 63

error(s), 45

estimate, 15, 44, 54, 65–69, 74, 75, 83–85, 110, 142, 152, 191

ethical, 71

executives, 21, 23

executing processes, 7, 9, 33, 35, 48, 52, 103, 167, 227

exit criteria, 82, 83, 154, 157

testing, 161, 163

expense(s), 72, 196

F

facility, 72

feedback, 232

financial, 81, 138, 199, 244

audits, 235

discipline, 4

fix(es), 39, 44, 60, 89, 97, 124, 135, 137–139, 141, 142, 146, 149, 150, 160, 192

fix-data, 125

forecast, 74

framework, xvii

full time equivalent (FTE), 75, 67, 75

functional design, 81

functionality, 50, 160

G

Gartner, Inc. 70

gates, 142

global, 22

goals, 51

government regulations, 224

guardian, 50, 185

guidelines, 133

H

hackers, 235

hardware, 46, 56, 66, 72, 84, 85, 95, 175, 180, 188, 195

help desk, 96

hot fix, 62

hot pager. See pager

human resources, 112, 117

I

improve(s), 27, 34, 79, 232

improvement(s), 11, 24, 25, 50, 65, 66, 74, 80, 86, 147, 200, 236, 240

incident(s), 44, 53, 54, 56, 123, 139, 140, 141, 142, 146, 147, 172, 197

India, 21, 22, 26

in-house, xiv, 21, 24, 26, 27, 87, 232

innovate, 114

instance, 71

instruction(s), 53

instruments, 169

integration test, 154–157, 160

integrity, 149

Internet, 223

interpretation, 79

interrelationships, 7, 48

intrusion, 235

invoice payment(s), 81

IRS, 111, 234

issues, 82, 97, 110, 125, 139, 217

IT department, 73, 106, 176, 238

IT director, 1

IT industry, 19

IT investments, 5

IT manager, 1

IT professionals, 3

J

job aid(s,) 42, 105, 197

job description, 85

job loss, 21

K

keep-it running (maintenance), 48, 109, 191–193, 199

Kennedy, Dan S., 114

knowledge transfer, 24, 84, 85

Kroc, Ray 114

L

labor, 66, 67, 69, 192, 195–198, 234

labor-intensive activity, 68

leadership, xvii, 5, 6, 50, 57, 65

legacy systems, 4

legal, 71

lessons learned, 39, 244, 245

leverage, 41

license(s), 66, 72, 81, 85, 95, 101, 146, 191

life-cycle management, 4, 73

log(s), 50, 150, 163

long-range plan, 72, 73

low value process, 66

M

maintenance machine, 33, 35–42, 47, 48, 53, 59, 84, 121, 127, 167, 227

maintenance manager, 4, 7, 50, 79, 103, 108, 115, 124, 135, 139, 142, 144, 145, 173, 199, 231

maintenance manual, 81, 92, 97, 100

maintenance organization, 1, 11, 16, 39

maintenance process, 138, 146, 236

groups, 7

maintenance team member, 16, 42

management, 5, 6, 11, 26, 84, 114, 145, 203

upper, 69, 74

marketplace, 50

matrix organization, 17

McDonald’s, 114

metrics xv, 18, 42, 53, 57, 96, 120, 146–150, 169–173, 201, 232, 237, 245

final, 243

Mexico, 21, 22

migrate, 74, 133, 139, 143

migration control, 63, 176, 177, 179, 186

migration(s), 39, 40, 47, 55, 62, 98, 121, 125, 144

milestone, 79, 113, 153, 243

minimum requirements, 25

mini-project, 47, 77

misalignment, 23

module test, 154, 155

monitor(ed), 15, 71, 89

monitoring, 45, 55

motivation, 112

N

negotiate, 24, 26, 57, 91

negotiating power, 25

new paradigm, 5

new release, 47

non-labor, 75

O

objectives, 14, 78

off-shore, 21, 26

on-shore, 21

operating and maintenance, 72

operation(s), 4, 69, 85, 86, 148

operations guide, 81, 92, 94, 100

organization, 26, 38, 53, 108, 145

chart, 84, 85

Ouellette & Associates Consulting, Inc., 207, 208

outsourced, xiv, 65, 232

outsourcing, 21–27, 51

overcome (risk), 218–225

overview, 53

owner’s matrix, 84, 204

ownership, 77, 108

P

pager, 37, 54, 55, 85, 96, 131, 132, 140

pandemic, 221

password, 61

peak demand, 111

people skills, 16

performance, 45, 51, 55, 96, 233, 238, 239

expectation(s), 92

team member, 113, 117, 244

test, 155, 156, 158, 159

tuning, 39, 62, 125, 192

periodic review, 231

Philippines, 22

phone, 131, 132, 139, 140

plan, 17, 119

planning, 78, 82, 83, 150

processes, 7, 9, 90, 167, 227

PMBOK® Guide, xiii, 13, 14, 217, 218, 227

Poland, 22

policy(ies), 37–39, 132, 189

political action plan, 205, 213–215

political analysis, 205, 210, 213, 215

politics, 205–209

presentation, 75

prevent (risk), 218–225

preventive costs, 194

preventive maintenance, 125, 136, 137, 142

pricing, 24

priority, 44, 101, 135, 136

procedures, 37–39, 94, 95, 101, 124, 127, 149

process(es), 34, 92, 101, 123, 124, 127, 135, 141, 145, 150, 159, 195

documents, 24

flow, 139, 183

questions, 38

product, 3, 78, 201

production, 45, 47, 79, 82, 95, 108, 139, 147, 152, 163, 173, 175, 177, 181, 183, 186, 189

change, 137

control, 63, 176, 177, 179, 185, 186, 188

productivity, 84, 148

project(s), 13–17, 19, 24, 47, 50, 72, 73, 83, 87, 90, 106, 109, 114, 115, 119, 121, 145, 153, 170, 188, 201, 218

charter, 14, 49, 81

development, 50

documents, 81

life cycle, 79, 82

plan, 78, 79

portfolio, 72

schedule, 119, 145

staff, 74

project management, 1, 3, 7, 13, 18, 19, 77, 87, 107, 150, 164, 170, 191, 217, 218, 237

best practices, 14

terms 35

tools 3

project manager 17, 18, 77, 78, 84, 91, 108, 137, 192, 209, 237, 243

project team 14, 38, 49, 68, 77–85, 90, 91, 98, 99, 106–109, 133, 149, 150

Project Management Professional (PMP), 3

purchased, 77

purpose, 53

Q

quality, 4, 15, 51, 57, 80, 88, 90, 91, 133, 142, 147, 149–152, 172, 183, 232, 237

of service, 18

R

Reardon, Kathleen Kelley, 211, 212

reboot 186, 188

recognition, 115

recovery time, 141

rehiring staff, 26

relationship, 25, 26, 52, 108, 133, 146, 202, 207, 212, 213, 214

positive, 130

release(s), 62

reliable people, 15

report(s), 54, 56, 71, 93

reporting status, xv

requirement, 14, 41, 77, 81, 160, 195

requirements (project), 49, 97

resistance, 91

resources, 14, 21, 38, 78, 130, 145, 186, 194, 206

response time, 54, 56, 141

responsibilities, 49, 53, 78, 85

responsible, 82

resume, 109

return on investment (ROI), 44, 144

rewards, 115, 116

risk, 79, 87, 139, 145, 185, 206, 217–225, 234, 235

analysis, 87–90

identification, 87–90

management, 18, 47, 217, 218

monitoring, 87–90

response, 87, 88

tolerance, 211

role/responsibility, 113

root cause analysis, 61

S

Sarbanes-Oxley, 186, 187, 224, 235

schedule, 14, 18, 44, 47, 52

scope, 18, 77, 84

creep, 137

of maintenance, 49, 59, 109, 121

statement, 49

security, 61, 96, 98, 222, 223, 235

segregation of duties, 186

selling, 52

senior analyst, xvii

service(s), 3, 13, 15, 49, 57, 59, 133, 169

service breakdown structure (SBS), 15, 17, 52, 59, 60, 66, 68, 69, 119, 194

service investigation request (SIR), 123

service level, 4, 65

service level agreement (SLA), 36, 38, 48–55, 57, 65, 94, 109, 141, 147, 188, 201, 233, 238, 244, 245

service provider, 21–27

severity, 44, 54, 56, 141, 142, 146, 164

shareholder value, 23

showstopper, 164, 187

shutdown and startup, 95

sign-off, 80, 82, 99, 151, 157

skills, 16, 17, 22, 84, 105, 108, 109, 111, 113, 116, 153, 199

matrix, 85, 109, 110, 113

sets, 16

Social Security Number, 222, 223

software 43, 47, 71–73, 95, 98, 99, 135

software development life cycle (SDLC) 151, 176–178

software engineering, xvi, xvii, 3, 145, 178

solution, 77

source code. See code

sourcing, 21

sourcing strategy, 23

sponsor, 133

staff augmentation, 111

staff levels, 5, 74

staffing, 26, 59, 84, 85, 107, 109, 147

stakeholder(s), 37, 39, 45, 47, 60–62, 86, 101, 120, 202–204, 210, 211

standard processes, xv

statement of work (SOW), 81, 111

status, 18, 61, 62, 97, 120, 121, 139, 142

report, 39, 41, 42, 60, 127

stress test, 155, 156, 159

string test, 154, 155, 157

support, 80

support material, 77–79

system(s), 42–47, 49, 68, 71, 77–83, 87, 94, 100–102, 112–115, 136–138, 142, 146, 147, 149–152, 160, 180, 204

administration, 39–41, 43, 55, 61, 101, 124, 125, 126, 136, 140

change, 135

change control, 63

diagram, 98

functionality, 50

maintenance, 3, 4, 13, 43

notebook, 45, 81, 92, 96, 100

owner, 135, 139

requirements, 160

rights, 43

test, 154, 156, 158, 160

T

technical architecture, 95

technical profession, 116

technical skills, xvii

technical writer, 81

techniques, xv

template, 152, 153, 162, 210, 218

test, 45, 61, 62, 125, 138–140, 144, 150–165, 177, 204

case, 98, 150–152, 154, 160–164

life cycle, 150, 151

plan, 98, 151–154, 157

scripts, 62, 80, 98, 150–155, 160–163

testing, 46, 47, 71, 92, 149, 150, 190

software tools, 153

terms, 150

tool(s), 16, 46, 66, 98, 119

and techniques, 3

tracking tool, 61

train, 16, 38, 80, 116

training, 63, 72, 89, 110, 113, 196, 197, 199

department, 38

transactions, 71

transforming business, 22

transition plan, 77–79, 83, 85, 109

trending, 147

troubleshoot, 71

trust level, 41

tuning, 62

turnover, 22

U

U.S.-based, 21

unit test, 153–155, 158–160

United States, 26

UNIX, 137

usability requirements, 160

usability test, 155, 157–159

user manual, 42, 156

user(s), 35, 37, 40, 45, 61, 96, 97, 100, 133, 136, 145, 157, 188, 203

V

value position, 51, 52, 57, 58

value proposition, 200

vendor, 44, 61, 66, 70, 72, 80, 81, 87, 110, 126, 127, 142, 145, 146, 157, 180, 195, 222

license, 196

releases, 47, 61, 125

verifications, 186

version, 53, 163, 181, 183

control, 176–180, 182, 184

volume, 127

vulnerabilities, 235

W

web portal, 128

Whitten, Neal, 220

win-win strategy, 128

work breakdown structure (WBS), 14, 15, 17, 66

work packages, 14, 16, 59

workaround, 139

workflow, 41, 121–123, 142, 144

workflow tracking process, 126, 139

workflow tracking tool, 41, 42, 60, 85, 121, 125, 127, 131, 140, 145, 146, 148, 172, 173, 176, 194, 218, 240

world-class performance, 4

Z

Zigler, Zig, 205