IT OPERATIONS

1. IT OPERATIONS Session 7

2. Session Objectives To cover the following issues in relation to a client’s IT operations : • the staff roles and functions typically found within IT operations • the importance of controls within the IT operations environment • the identification of control weaknesses and the provision of recommendations to the client’s management

3. Roles and responsibilities of IT operations • Capacity planning • Performance monitoring • Initial program loading • Media management How many will I need?

4. Roles and responsibilities Continued • Job scheduling • System back-ups and disaster recovery • Help desk • Maintenance • Network monitoring

5. Risks • Applications problems and errors • Loss of programs and data • Delays and disruptions • Higher risk from disasters • Inadequate system capacity • System downtime

6. General provisions Descriptions of services Working hours Availability targets User support Performance Contingency Security Restrictions Service level agreements

7. Management review and supervision of IT operations • IT operations review • Separation of duties • Management monitoring • Automated monitoring • Need for trust

8. IT operations skills, training and experience • Need for competent staff • How does the client determine needs? • Training programs • Staff assessments • Career development

9. Maintenance • Hardware maintenance • Infrastructure maintenance • Software maintenance • In-house or contracted out

10. Operations documentation • Clear, concise and available • Coverage may include • Handling of data and files • Scheduling instructions • Errors, system failures • Contacts • Special runs • System restart and recovery procedures • Daily housekeeping and maintenance

11. Problem management • Problem logs details • Date • Progress description • Error codes • Error description • Source • Initials • Responsibility

12. Network management controls • Separation of duties • Responsibility • Monitoring • Network security

13. Case study • Review the material on the Government Office Supplies Trading Fund and identify weaknesses in the organisation’s IT operations • Use section B8 of the IT review checklist as a guide.