Table of Contents
Introduction
6
Purpose
of this template 6
Purpose
of the generated "Systems and Operations Handbook"
6
Audience
7
Document
/ History 8
Missing
Information 8
Related
Company Internal Documents 8
Further
Reading / Published Literature 8
Overview
9
System
Overview 9
Ownership
and Key Contacts 10
Hours
of Operations - Primary / Secondary Business Hours 10
System
Classification 11
System
History 11
Auditing
History 11
Restore
/ Recovery Tests 12
Legal
Requirements 13
Duties
13
List
of Applicable Laws 13
Overview
Interfaces and interfacing Applications 15
External
Interfaces (to 3rd Parties) 15
Interfaces
to systems operated by other department 15
Internal
Interfaces (within IS Operations Department) 15
Software
used - Versions and Licenses 16
Overview
Environments 17
Responsibilities
17
Operations
Calendar 18
Change
Management 19
Open
Change Requests 19
Closed
Change Requests 19
Configuration
Management 20
Functional
Configuration Management 20
Technical
Configuration Management 20
Configuration
for National Language Support / Charactersets 20
User
Management 21
Technical
Users 21
Personal
Accounts for IT- and IS-Staff 22
Personal
Accounts for Application Users (except IS- and IT-Staff)
22
Backup
and Recovery 23
Backup,
Restore and Recoverability Requirements 23
Conceptual
Explanation and Description 24
Restore
and Recovery Instructions 24
Backup
Schedule 25
Scheduling
Constraints 25
Schedule
25
Correctness of Backup
25 |
Permanent
Background Processes and Scheduling for Jobs including Interfaces
26
Shutdown and Startup
/ Planned Outages and Changes 27
Maintenance
Window 27
Organization
of an Shutdown (Planned Outage) of this application 27
Impact
of an Shutdown of this application 27
Impact
of an outage of an interfacing system on this system 28
Checklist
for a planned outage 29
Daily, Weekly,
Monthly and other regular Duties 31
Monitoring, Troubleshooting,
Escalation 32
Error
Messages 32
Identification
of devices and users 32
Known
Problems 33
Overview
33
Details
33
Monitoring
and Ticket Handling 34
Tabular
overview of events 34
Detailed
Description of Events 35
Ticket
Handling 37
Irregular jobs,
e.g. reorganizations, upgrades, migrations.... 38
Checklist
"Issues" 38
Time
Table 39
PI's, KPI´s,
OLA's and SLA´s 40
Detailed
KPI Description 41
Known Limitations
42
Functional
Limitations 42
Technical
Limitations 42
Capacity
Related Limitations 42
Purging and Archiving
43
Strong
growing data 43
Slow
growing data 44
Logfiles
/ Errorfiles 44
Appendix A - Configuration
Parameters 45
Non-Default
Parameters of the Operating System and Filesystem 45
Non-Default
Parameters of the Database 45
All
Configuration Parameters of the Application 45
Technical
Configuration Parameters 45
Functional
Configuration Parameters 45
Appendix B - Capacity
Plan 46
Initial
Capacity Plan 46
Initial
Usage Factors 46
Initial
Business Forecast 46
Initial
Capacity Forecast for next 3 and 12 months 47
Summary
and Issues of Capacity Reports against forecast 48
Revised
Capacity Plans 48
Appendix C - Incident
Log 49
Appendix D - Problem
Log 50
Open
Issues 50
Closed
Issues 50
Appendix E - Change
Log 51
Appendix F: Duties
DBA and Application Support 52
Appendix G - Documentation
Template for Interfaces 59
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