COMMONWEALTH OF PENNSYLVANIA

DEPARTMENT OF HUMAN SERVICES

INFORMATION TECHNOLOGY GUIDELINE

Name Of Guideline: Operational / Number:
Support Requirements Checklist / GDL-EPPM021
Domain: / Category:
Business / Work Plan Standard / Project Checklists
Date Issued: / Issued By:
12/17/2002 / DHS Bureau of Information Systems
Date Revised:
03/10/2016

General:

This checklist provides a list of the considerations for Operational Supports to be defined on a new application. This checklist can be used for tracking that the appropriate requirements have been considered.

The purpose of this document is to track the appropriate Operational Support Requirements.

Guideline:

Operational Support Requirements

Perform these steps and indicate who assessed the requirement and the date of its completion.

Requirements / PERSON / DATE Addressed
Technical and Business Contacts and Maintenance Windows
Identify technical and business contacts
Determine the project’s business sponsors
Determine whether user access to applications or data is required
Determine who in the Program Office is the interface to the user community
Determine whether there are technical contacts within the sponsoring Program Office and/or user community
Determine whether technical support is available for any specialized hardware
Determine if technical support is available for commercial software
Define the application contacts for custom-developed software
Determine who must be notified of problems or potential downtime
Determine whether preventive maintenance is required for hardware and/or software components
Determine whether there is a defined maintenance window for hardware and/or software components and whether it is consistent with the existing DHS enterprise environment
Environment Deployment
Determine if environments other than production are required and whether they are consistent with DHS standards
Determine if and how licensing is handled for multiple environments
Determine whether software components can be deployed automatically
Determine if automated scheduling is required and whether OPCON/xps can do it
Determine whether hardware and/or software require operational monitoring and related procedures
Determine whether specialized training is required
Define thresholds for event triggers
Ensure that availability and performance data is accessible to all application support staff
Troubleshooting and Maintenance
Determine whether outside third party access to hardware and/or software systems is required and whether it can be enabled consistent with DHS security standards
Determine if specialized tools or utilities are required for troubleshooting
Determine if there are specific procedures for capturing dumps and/or logs
Ensure any changes for maintenance, product updates, or hardware upgrades are recorded for configuration management
Ensure that troubleshooting procedures are recorded in a knowledge base for future reference

Refresh Schedule:

All guidelines and referenced documentation identified in this standard will be subject to review and possible revision annually or upon request by the DHS Information Technology Standards Team.

Guideline Revision Log:

Change Date / Version / Change Description / Author and Organization
12/17/2002 / 1.0 / Initial creation. / Momentum
04/04/2003 / 1.0 / Comply with DPW Standards / DCSS – Process Section
02/15/2005 / 1.0 / Reviewed content – No changes / DCSS – Process Section
01/05/2007 / 1.0 / Reviewed content – No changes / PMO-DCSS
09/15/2008 / 1.1 / Reviewed content & edited style / EPPM
01/24/2011 / 1.2 / Reviewed content and updated / DEPPM
04/28/2015 / 1.3 / Changed DPW to DHS / BIS/DEPPM
03/10/2016 / 1.3 / Annual Review / BIS/DEPPM

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