CC5001 Incorporating CC3002 Post-Implementation Issues

Week 16 Completion of the project life-cycle

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Overview

Check module blog for lectures, coursework,

recommended reading and notices:

cc5001.blogspot.co.uk

Key topics over the coming weeks:

– installation

– support

– post-implementation review

– special topics

– review, question and answer

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Overview

Seminars

– explore topics by applying concepts to the case study

– support you in doing the coursework

– use examples to illustrate key issues

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Overview

Installation:

– software installation and deployment

– data migration

– training

– business change programme

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Overview

Support:

– what do we need from support?

– the support function, including the help desk

– service level agreements

– enhancement requests

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Overview

Review:

– post-implementation review

– why do IT projects fail?

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Overview: special topics

‘Special topics’ - from topics such as:

Outsourcing IS services

Managing investments in IS

(including Benefits Management)

Help desk staffing

Documentation

Customer interaction issues

Evaluation of help desk performance

Why projects fail

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Overview: context

Learn about

– installation

– review

– support

of information systems in a business context

Completes understanding of the IS development life-cycle...

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Assumptions

Builds on knowledge of project management

– an understanding of tools and techniques

use of Gantt charts

… and an understanding of

– Information Systems (IS)

– IS development projects

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Information Systems (IS)

“An information system is a system of communication

between people.

Information systems are systems involved in the gathering,

processing, distribution and use of information.”

(Beynon-Davies, 2002)

Assumptions

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IS don’t have to be based on technology, but the term “IS” is

often taken to mean technology-based IS

A wall chart showing: staff with clients / on leave / in office

could be used as an information system

A whiteboard with who is scheduled for surgery, the procedure, and the

surgeon, could be considered an information system

IS development projects

The process by which IS are developed and usually consists of a number

of recognised stages, known as a life-cycle

Assumptions

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Project management life cycle & the SDLC

In the project management life cycle,

implementation = “executing the plan”,

i.e. analysis, design, build, …

Start

Initiation

Feasibility

Analysis

Design

Build

Changeover

Review and

Maintenance ?

Co

nc

ep

tua

lisa

tion

Pla

nn

ing

Imp

lem

en

tatio

n

Completion

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Project management life cycle & the SDLC Start

Initiation

Feasibility

Analysis

Design

Build

Changeover

Review and

Maintenance ?

Other names for

Changeover include:

Conversion,

Deployment,

Going live,

Hand-over,

Implementation,

Installation,

Migration,

Transition…

… though some of these have a specific

meaning sometimes.

We will mainly use installation

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Project management life cycle & the SDLC Start

Initiation

Feasibility

Analysis

Design

Build

Changeover

Review and

Maintenance ?

Sometimes, the build and

changeover stages are referred to

collectively as implementation...

… and sometimes,

implementation just

means the same as

changeover...

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Project management life cycle & the SDLC Start

Initiation

Feasibility

Analysis

Design

Build

Changeover

Review and

Maintenance ?

Maintenance = Support

i.e. fixing problems and

developing enhancements

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Scope of study

We are now considering

the completion stage of the

project management life cycle

… in terms of the SDLC, this equates to:

Completion = post-implementation =

changeover, review & maintenance stages

i.e. installation, review and support (+enhancements)

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Completion stage

The completion stage includes: gain acceptance from client

ensure all documentation is up to date and complete

for IT projects the new system must be implemented in a 'live' environment

ensure any training is completed

staff re-deployment

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Completion stage

The completion stage includes: (continued)

disposal of assets

ensure any 'maintenance' procedures are in place

'post implementation' review

archive relevant materials

hand-over to client

final project sign-off

consider any project 'follow-on' opportunities

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Definitions: installation

System implementation (i.e. installation)

“Involves the transition or changeover from the old system to the

new and the preparation for this such as making sure the hardware

and network infrastructure for a new system are in place… and also

human issues of how best to educate and train staff who will be

using or affected by the new system”

(Chaffey, 2003)

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System implementation (i.e. installation)

Technical systems implementation involves ensuring appropriate

hardware, communications, software and data are in place

Social systems implementation involves ensuring appropriate users

are identified, trained and supported in the use of the technology

(Beynon-Davies, 2002)

Definitions: installation

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Definitions: review

Post-implementation review

“A meeting that occurs after a system is operational to review the

success of the project and learn lessons for the future”

(Chaffey, 2003)

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IS evaluation “... may be defined as the attempt to assess the

success or failure

of an information system and the associate process by which it is

developed and implemented

Evaluation is normally expressed in terms of costs and benefits

IS costs concern the investment needed in an IS

IS benefits concern the value that the organisation gains

from having an IS”

(Beynon-Davies, 2002)

Definitions: evaluation

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Definitions: maintenance & support

Maintenance

“Once an information system is operating under live running

conditions, it will be inevitable that changes will be required over

time…

[Maintenance] involves reviewing the project and recording and acting

on problems with the system”

(Chaffey, 2003)

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Support … is similar to maintenance

It involves fixing problems and developing “enhancements”

There are “two different types of maintenance… ‘unproductive

maintenance’ stems from errors or oversights in the original systems

development…

The second form of maintenance involves the addition of new features

and facilities that extend the scope and functionality of the information

system

(Chaffey, 2003)

Definitions: maintenance & support

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Installation & support

For client in case study: SMARTS

Consider appropriate methods for:

Changeover to new system

Data migration

Staff training on new system

Provision of help desk support

Help desk support targets

Use of research to support decisions e.g. outsourcing

Schedule for carrying out these activities

Coursework assignment includes

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Recommended reading

Beynon-Davies, P., 2002, Information systems, Palgrave, ISBN 0-333-96390-3

Cadle J. & Yeates D., 2001, Project Management for Information Systems, 3rd ed., FT Prentice Hall, ISBN 0-273-65145-5

Chaffey, D. (ed.), 2003, Business information systems, 2nd ed., FT Prentice Hall, ISBN 0-273-65540-X

Czegel, B., 1998, Running an Effective Help Desk, Wiley, ISBN 0-471-24816-9

Navtej, K. et al, 1997, Delivering World-Class Technical Support, Wiley, ISBN 0-471-15534-9

Targett, D., Grimshaw, D. & Powell, P. (eds.), 1999, IT in Business: A Manager's Casebook, Butterworth-Heinemann, ISBN 0-7506-3951-2

Tourniaire, F. & Farrell, R., 1997, The Art of Software Support, Prentice Hall, ISBN 0-13-569450-7