Need a good software requirements specification (SRS) template? Use an industry-standard SRS. Can't find one? Well now you have-get it here for free. Enjoy!
Mike J. Berry www.RedRockResearch.com
Want to visit ground-zero for data security? Experts from SANS, MITRE, SAFECode, EMC, Juniper, Microsoft, Nokia, SAP, Symantec, and the U.S. Department of Homeland Security's National Cyber Security Division last week presented a listing of The Top 25 Most Dangerous (Information Security) Programming Errors. Expect to see future government and big-money RFP's mandate these items be addressed.
Mike J. Berry www.RedRockResearch.com
Have you been challenged with performing a high-risk task like upgrading a prominent server, for example?
Here's an execution plan template that you can use to guide you.
I. Executive Summary
Brief overview of intended event.
II. Review of Discovery
Details of what efforts were made to research what is listed in the following sections. Meetings, Vendor consultations, Online Resources, and Conventional Wisdom can be included.
III. Pre-Upgrade Procedures
Steps identified to be taken before the event.
IV. Upgrade Procedures
Steps identified to be taken during the event.
V. Post-Upgrade Procedures
Steps identified to be taken after the event.
VI. Test Plan
Verification procedures to confirm the event was a success. This section should define the success criteria.
VII. Rollback Plan
In case the worst happens, what to do.
IIX. Situational Awareness Plan
After-the-event steps to validate the success of the event with the system's business users. This would include a two-way communication between your group and the business users, announcing the success, and providing contact information for them to contact you in case there is still a problem.
IX. Risk-Management plan
A plan listing risks associated with the steps above and recommendations as to how to lower those risks.
If the event spans many hours or days, you may want to draft a schedule for the benefit of all involved. Include on the schedule the 'rollback point,' which would be the latest time a rollback could be successfully performed. Your success criteria whould have to be met by this point to avoid a rollback.
Be sure the Execution Plan is in a checklist format, not a bullet-list format. Require participants in the event to 'check' completed checklist items and sign-off sections they are responsible for.
For critical areas of high-risk, (ie: setting up replication), for example, you may want to require two individuals to perform the checklist steps and sign their names when that section is complete.
If you like, add a 'lessons learned' section to be completed later, and ke copy of the execution plan for historical purposes.
Mike J. Berry
In a conversation with a friend once, they jokingly described their inability to play racquetball against other seasoned players as "They are playing racquetball, while I am just hitting a ball around the room."
I'll borrow that reference and apply it to Software Production Support.
Is your Software Production Support group "playing racquetball," or are they "just hitting a ball around the room?"
From a distance they can appear like the same activities. On closer inspection however, one is much more organized, elegant, patterned, and proactive--while the other is only reactive.
Finding the order from all the choas separates the effective from the ineffective.
There are three particular areas your Software Production Support team should be focus on. These three areas are:
1. Maintaining Systems
2. Managing Customer Expectations
3. Become a Quick-Reaction Force
1. Maintaining Systems:
Think of your production servers like a fleet of cars. In a fleet plan, the company sends every car to get an oil change after x number of miles, a tire rotation after y number of miles, and a general tune-up, fluid change, etc. after z number of miles. This pattern repeats itself for the life of the car that is serviced by the fleet manager.
How often are your server hard drives defragmented? How often are the transaction-logs backed up? How often are the indexes reindexed, and the statistics updated?
How often are memory settings adjusted for performance? Latest patches applied? How often are your servers checked to see if there any impending disk space issues?
To maximize system performance, create a "fleet plan" for your servers which checks all of these items at regular intervals.
2. Managing Customer Expectations:
If a server fails, do you know which systems depend on it? If a database goes corrupt, do you know which applications need it, and which corresponding business units will be impacted when that happens?
Do you have a way to communicate to those groups immediately?
Create a dependency map for your products. A dependency map illustrates which servers host which databases, and then which databases are used by which applications, and finally the names, numbers, and email groups of the business users that are affected by that server/database failure. This will enable your team to proactively manage your customers expectations. You can notify them before they have to notify you.
3. Become a Quick-Reaction Force:
The SWAT team, the FireStation, and the Ambulance services all have something in common: they are ready to take action at a moment's notice.
They have the information they need available to them, and additional services available with a simple call.
Do your products have support information organized and readily available? Do you have the names and numbers of your account representative for each third-party product or tool you support? Do you have the product-support phone numbers and your support plan credentials readily available?
Do you know who knows what about each application in your enterprise? Who programmed it originally? Who has supported it lately? Which business units use it? Where is the source code located?
Keeping information about each system updated in a central location should also be part of your "fleet plan."
Another effective tool for a Quick-Response group is a monitoring system. Something that indicates the overall attitude of each of your production servers? Disk Space available? Will the system reply to a ping? Is SQL Agent running? Is that required Windows Service up and running? Monitoring tools like Nagios can do this for you.
Another great idea is to keep a lessons-learned log for each component you support. Track problems, fixes to problems, assumptions to be confirmed, and ways to test if the component is functioning properly.
All of these pieces in place will make your production support much more effective.
So, think about it...is your Software Production Support team playing racquetball, or are they just hitting a ball d a room?
Mike J. Berry