Maintenance and Support
Week 15
CMIS570
User Training
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User Training
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Need to consider the same 2 groups:

End users

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Use the system to achieve the business purpose
 Creating, modifying, deleting records
 Generating reports
 Querying the data
System operators

Perform administrative functions and routine maintenance
to keep the system operating
 Starting and stopping the system
 Running backup and recovery
Training Methodologies

Determine best training method given
end-users and system:


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Instructor Led
One-on-One
User-Led
External sources
Training the end-users

What do users want?

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Training early on
Training manual
Straightforward teaching techniques

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1. How to get started
2. Where to turn for help
3. Who to see when they want to learn more
about the features and functionality
Supporting the End-user



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Information Center / Help desk
Automating support
Resident expert
Other things to consider:


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Providing recovery and backup
Disaster recovery
PC maintenance
Maintenance Phase

Maintenance:


Changes made to a system to fix or
enhance its functionality
Why is this needed?


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Corrective
Perfective
Adaptive
Preventive
Maintenance Life Cycle
Design Concept

Plan
Maintain
Implement
Analysis
Design
Maintenance Steps

Obtain maintenance requests


Controlling maintenance requests

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How is decision made on which maintenance
requests to work on?
Planning steps


SSR, SMR, CR
Secure resources
Transform requests into formal changes
Develop test criteria and a test plan
Maintenance Phase/Testing

Start with “production copy” of modules to be
changed



Check out production version of source code
Unit testing
REGRESSION testing


To ensure changes have not created new problems in the
system
Accomplished by running a subset of previously executed
integration and system tests

Smart IS shops keep a regression “test bucket” of selected
test cases to run on a system when changes are made to
any module in that system
Maintenance Steps



Implement changes
Monitor changes
Update documentation
Other things to consider

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Cost of maintenance
CASE tools to aid in maintenance
Cost factors
Who does maintenance in an
organization
Review of Oracle Designer

ANALYSIS
•Process Models
•ERD
•FHD
Transformers
•Database
•Application
DESIGN
•Design Editor
Generators
•Database
•Table API
•Forms
•Reports
Oracle Designer
Oracle Designer end result:



Actual application database
Working prototypes of screens and reports
Analysis and design documentation

ERDs, process models, etc.
ORACLE DESIGNER
PROCESS
MODEL
E-R
DIAGRAM
Entity Usages
DDT
FHD
ADT
CANDIDATE
APPLS
Column Display
Properties
FOR
M
Generate
Appls
DB
DESIGN
Generate
DB
DB and
Table API
REPORT
Oracle Database
Design
Editor
The Last Exam


Not Comprehensive
Similar in format to 1st exam – but will
try to make it shorter
What I changed from last
semester:



Modified the exams
Changed the point allocation for the
homeworks.
Consider major research paper rather
than Oracle.
So –
did we have fun or what?!

Your reactions, feedback, suggestions
for improvement are always welcome…

SDLC, Project, Oracle Designer stuff, other
aspects of the class