IT OPERATIONS Session 7

Session Objectives To cover the following issues in relation to a client’s IT operations : the staff roles and functions typically found within IT operations the importance of controls within the IT operations environment the identification of control weaknesses and the provision of recommendations to the client’s management

Roles and responsibilities of IT operations Capacity planning Performance monitoring Initial program loading Media management How many will I need?

Roles and responsibilities Continued Job scheduling System back-ups and disaster recovery Help desk Maintenance Network monitoring

Risks Applications problems and errors Loss of programs and data Delays and disruptions Higher risk from disasters Inadequate system capacity System downtime

Service level agreements General provisions Descriptions of services Working hours Availability targets User support Performance Contingency Security Restrictions

Management review and supervision of IT operations IT operations review Separation of duties Management monitoring Automated monitoring Need for trust

IT operations skills, training and experience Need for competent staff How does the client determine needs? Training programs Staff assessments Career development

Maintenance Hardware maintenance Infrastructure maintenance Software maintenance In-house or contracted out

Operations documentation Clear, concise and available Coverage may include Handling of data and files Scheduling instructions Errors, system failures Contacts Special runs System restart and recovery procedures Daily housekeeping and maintenance

Problem management Problem logs details Date Progress description Error codes Error description Source Initials Responsibility

Network management controls Separation of duties Responsibility Monitoring Network security

Case study Review the material on the Government Office Supplies Trading Fund and identify weaknesses in the organisation’s IT operations Use section B8 of the IT review checklist as a guide.