Kĩ thuật lập trình - Chapter 14: Installation and operations

Chapter 14:Installation and OperationsObjectivesBe familiar with the system installation process.Understand different types of conversion strategies and when to use them.Understand several techniques for managing change.Be familiar with post-installation processes.Installation & OperationsManaging the change to a new system is one of the most difficult tasks in any organizationConversion planning normally begins while the programmers are still codingChange management focuses on peopleMaintenance can account for 80% of IS budgetImplementing ChangeAs-Is SystemTo-Be SystemTransitionUnfreezeAnalysis & DesignMoveTechnical ConversionChange ManagementRefreezeSupport & MaintenanceCULTURAL ISSUES AND INFORMATION TECHNOLOGYCultural IssuesPower distanceUncertainty-avoidanceIndividualism vs. collectivismMasculinity vs. femininityLong vs. short-term orientationCONVERSIONConversionConversion is the technical process by which a new system replaces an old systemThree major steps to a conversion planAcquire and install needed hardwareInstall softwareConvert dataThree dimensions to a conversion planConversion styleConversion locationConversion modulesConversion StrategiesSelecting Conversion StrategiesRisk, cost, and time: choose any twoRiskEven after testing, bugs may existCostRedundant resources for transitions can be priceyTimeSlow and safe or fast and risky?Elements of Migration PlansCHANGE MANAGEMENTChange ManagementThe process of helping people adopt & adapt to the to-be system and its accompanying work processes without undue stressKey rolesSponsorChange agentPotential adopters“Build it and they will come” doesn’t work!Resistance to ChangeWhat is good for the organization is often not good for the people in itPeople perform their own personal cost-benefit analysisMost will overestimate costs and underestimate benefitsMust take into account the transition process costPerceived costs and benefits determine attitudeCosts & Benefits of ChangeRevising Management PoliciesManagement policiesProvide goalsDefine how work processes should be performedDetermine how people are rewardedNo computer system will be successfully adopted unless management policies support its adoptionWork Process Structuring ToolsStandard Operating ProceduresSOPs must be revised to match the to-be systemMeasurements and RewardsAdapt to motivate desired (acceptance) behaviorResource AllocationDirect effect is the actual reallocation of resourcesSymbolic effect shows that management is serious about the new systemAssessing Costs & BenefitsTwo perspectives: organizational & adopters’Consider the effects on both end-users, and their middle managersGoal is to persuade opponents to go alongSignificant management changes may be required to prevent grassroots derailing effortsThe success of the organization may actually hinder willingness to adopt a new system“Why fix it if it ain’t broke?”Motivating AdoptionProvide clear and convincing evidence of the need for changeTwo basic strategies to motivate adoptionInformational strategyPolitical strategyChange management goal is to support and encourage the ready adopters and help them win over the reluctant adoptersOrganizational AttitudesTrainingAdoption is enabled by providing the skills needed to adopt the changeTraining should not focus on using the systemTraining should focus on helping the users accomplish their jobsClassroom training is most common, but others are better for specific situationsSelecting Training MethodsClassroom TrainingOne-on-One TrainingComputer Based TrainingCost to developMediumLow-MediumHighCost to deliverMediumHighLowImpactMedium-HighHighLow-MediumReachMediumLowHighPOST-IMPLEMENTATION ACTIVITIESSystem SupportThe Operations Group is responsible for running the system post-installationTypes of system supportOn-demand trainingOnline supportHelp deskLevel I support should satisfy 80% of problemsLevel II support staff address the remaining problems after a Problem Report is filled out by level IElements of a Problem ReportTime and date of the reportContact information for support person taking the reportContact information of the person who reported the problemSoftware and/or hardware causing problemLocation of the problemDescription of the problemAction takenDisposition (problem fixed or forwarded to system maintenance)System MaintenanceThe process of refining the system to make sure it continues to meet business needsMore expensive than initial developmentChange requests are smaller versions of a system requestProcessing a Change RequestSummaryCultural Issues and Information TechnologyConversionChange ManagementPost-implementation Activities