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