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

Overview
Installation:
software installation and deployment data migration training business change programme

Overview
Support:
what do we need from support?

the support function, including the help desk

service level agreements enhancement requests

Overview
Review:
post-implementation review

why do IT projects fail?

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...

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

Assumptions
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)

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Assumptions
IS dont 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
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Project management life cycle & the SDLC

Start

Initiation Feasibility

In the project management life cycle, implementation = executing the plan, i.e. analysis, design, build,

Analysis Design Build

Conceptualisation

Changeover Review and Maintenance

Completion
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Implementation

Planning

Project management life cycle & the SDLC

Start

Initiation Feasibility
Other names for Changeover include: Conversion, Deployment, Going live, Hand-over, Implementation, Installation, Migration, Transition

Analysis Design Build

Changeover Review and Maintenance

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 Sometimes, the build and changeover stages are referred to Initiation collectively as implementation... Feasibility and sometimes, Analysis implementation just means the same as Design changeover...

Build

Changeover Review and Maintenance

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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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Definitions: installation
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)

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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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Definitions: evaluation
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)
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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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Definitions: maintenance & support

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)
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Coursework assignment includes

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
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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 0471-15534-9 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

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