1 Systems Analysis & Design 7 th Edition Topic 9

2 Chapter Objectives  Explain how the systems operation, support, and security phase relates to the overall system development process  Describe user support activities, including user training and help desks  Discuss the four main types of system maintenance  Explain various techniques for managing systems operation and support

3 Chapter Objectives  Describe techniques for measuring, managing, and planning system performance  Assess system security at five levels: physical security, network security, application security, file security, and user security  Describe backup and disaster recovery  Assess future challenges for IT professionals as technology reshapes the workplace

4 Overview of Systems Support and Maintenance  The systems operation, support, and security begins when a system becomes operational and continues until the system reaches the end of its useful life  After delivering the system, the analyst has two other important tasks: he or she must support users and provide necessary maintenance to keep the system operating properly

5 User Support Activities  User Training –Additionally, new employees must be trained on the company’s information systems –Training users about system changes is similar to initial training

6 User Support Activities  Help Desk –Often called an information center (IC) –Enhance productivity and improve utilization of a company’s information resources

7 User Support Activities  Help Desk –Might have to perform the following tasks: Show a user how to create a data query or report that displays specific business information Resolve network access or password problems Demonstrate an advanced feature of a system or a commercial package Help a user recover damaged data

8 User Support Activities  Online Chat Support –Interactive support also can be delivered in the form of an online chat –Blackboard provides a chat room called a Virtual Classroom, which is an online meeting-place where students can ask questions and interact with an instructor

9 Maintenance Activities  The systems operation, support and security phase is an important component of TCO (total cost of ownership) because ongoing maintenance expenses can determine the economic life of a system  Operational costs  Maintenance expenses  Maintenance activities

10 Maintenance Activities  Four types of maintenance task can be identified –Corrective maintenance –Adaptive maintenance –Perfective maintenance –Preventative maintenance

11 Maintenance Activities Four types of maintenance task can be identified

12 Managing Systems Support  Maintenance Team –System administrator –Systems analysts Analysis Synthesis

13 Managing Systems Support  Maintenance Team –Programmers Applications programmer Systems programmer Database programmer Programmer/analyst

14 Managing Systems Support  Managing Maintenance Requests –Involves a number of steps Maintenance request Initial determination Role of the systems review committee Completion of the work User notification

15 Managing Systems Support  Establishing Priorities –In many companies, systems review committee separates maintenance requests from new systems development requests –Many IT managers believe that evaluating all projects together leads to the best possible decisions –Neither approach guarantees an ideal allocation between maintenance and new systems development

16 Managing Systems Support  Configuration Management –Configuration management (CM) –As enterprise-wide information systems grow more complex, configuration management becomes critical –Most maintenance projects require documentation changes

17 Managing Systems Support  Maintenance Releases –Maintenance release methodology –A numbering pattern distinguishes the different released –Reduces the documentation burden –But new features or upgrades are available less often –Service packs

18 Managing Systems Support  Version Control –Archived –Systems librarian –Companies can purchase software such as Serena

19 Managing Systems Support  Baseline –Systems analysts use baselines as yardsticks to document features and performance during the systems development process –Functional baseline –Allocated baseline –Product baseline

20 Managing System Performance  Performance and Workload Measurement –Metrics –Response time –Bandwidth and throughput Kbps (kilobits per second) Mbps (megabits per second) Gbps (gigabits per second)

21 Managing System Performance  Performance and Workload Measurement –Turnaround time The IT department often measures response time, bandwidth, throughput, and turnaround time to evaluate system performance both before and after changes to the system or business information requirements Management uses current performance and workload data as input for the capacity planning process

22 Managing System Performance  Capacity Planning –What-if analysis –You need detailed information about the number of transactions; the daily, weekly, or monthly transaction patterns; the number of queries; and the number, type, and size of all generated reports

23 Managing System Performance  System Maintenance Tools –Many CASE tools include system evaluation and maintenance features –In addition to CASE tools, you also can use spreadsheet and presentation software to calculate trends, perform what-if analyses, and create attractive charts and graphs to display the results

24 System Security  Physical Security –First level of security concerns the physical environment –Computer room –Computer room security Biometric scanning systems Motion sensor

25 System Security  Physical Security –Servers and desktop computers Keystroke logger Tamper-evident cases BIOS-level password Boot-level password Power-on password

26 System Security  Physical Security –Notebook computers Select an operating system that allows secure logons and BIOS-level passwords Mark or engrave the computer’s case Consider notebook models that have a built-in fingerprint reader Universal Security Slot (USS) Back up all vital data

27 System Security  Physical Security –Notebook computers Use tracking software While traveling, try to be alert to potential high-risk situations Establish stringent password protection policies

28 System Security  Network Security –Network –Network interface –Encrypted –Encrypting network traffic Unencrypted – plain text Public key encryption (PKE)

29 System Security  Network Security –Encrypting network traffic Public key Private key Wi-Fi Protected Access (WPA) Wired Equivalent Privacy (WEP) WPA2

30 System Security  Network Security –Private networks Private network –Virtual private networks Virtual private network (VPN) Tunnel

31 System Security  Network Security –Ports and services Port Destination port Service Port scans Denial of service (DOS) Distributed denial of service (DDOS)

32 System Security  Network Security –Firewalls Firewalls can be configured to detect and respond to DOS attacks, port scans, and other suspicious activity

33 System Security  Application Security –Services Security hole Administrator – super-user Permissions –Input validation –Patches and updates Patches Third-party software Automatic update service

34 System Security  Application Security –Patches and updates Exploits Patches Third-party software Automatic update service  File Security –Permissions –User Groups

35 System Security  User Security –Privilege escalation attack –Identity management –Password protection –Social engineering Pretexting –User resistance

Backup and Disaster Recovery Backup Policies –Backup policy –Backup media Rotation schedule Offsiting –Backup Types –Retention periods 36

Backup and Disaster Recovery Backup Policies 37

Backup and Disaster Recovery Business Continuity Issues –Test plan –Business continuity plan (BCP) –Hot site –Data replication 38

39 Facing the Future: Challenges and Opportunities  Predictions –It is clear that companies will continue to face intense competition and global change, especially in the wake of economic, social, and political uncertainty –Although disruptions will occur, technology advances will spur business growth and productivity

40 Facing the Future: Challenges and Opportunities  Predictions –It is interesting to note that some observers, such as Bill Joy, wonder whether technology is moving so fast that humans will be left behind –What does seem clear is that the future world of IT must be envisioned, planned, and created by skilled professionals

41 Chapter Summary  Systems operation, security, and support covers the entire period from the implementation of an information system until the system no longer is used  A systems analyst’s primary involvement with an operational system is to manage and solve user support requests

42 Chapter Summary  Systems analysts need the same talents and abilities for maintenance work as they use when developing a new system  Configuration management is necessary to handle maintenance requests  System performance measurements include response time, bandwidth, throughput, and turnaround time