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SME Presentation 1
16
2.2 Categories of Maintenance Concepts
Presented by: Group 2.4
Group Members
Group Members
SHAHIRA IZWANIE BINTI SINAN (17077885/2)
NUR ARISYA ATHILAH BINTI MOHD NOOR (17144788/1)
AMIRAH NABILAH BINTI A ROZEY (17093049/1)
EILEENA BINTI ARIFFIN SOON (17151854/2)
SHARIFAH NUR ASILAH BINTI SYED OMAR (17128068/2)
SITI AFZARAH BINTI NAUSHAD ALI (17078112/1)
TEO SHEN MING (17074192/1)
Maintained Product
Maintained Products
Sharifah 17128068/2
Concept
Product
Product
- Collection of several different artifacts
KEY COMPONENT
Source code
1
Print manuals
2
Online help
KEY COMPONENT
3
Product Upgrade
New version of system
Product Upgrade
Patch code for object
Restriction notice on system use
Artifacts
textual and graphical documents
Artifacts
Example
component off-the-shelf products
object code components
Key Elements
Key Elements
Size
Age
Application
type
Composition
Quality
Maintenance Types
Maintenance Types
Teo Shen Ming 17074192/1
Activity
Accepts some artifacts as inputs and produces new or changed artifacts.
Activity
Type of Maintenance Activity
Types of Maintenance Activity
Investigation Activity
Evaluate the impact of changes made to the system
Investigation Activity
Modification Activity
Change the system’s implementation
Modification Activity
Management Activity
Management Activity
Configuration control of the maintained system or the management of the maintenance process.
Quality Assurance Activity
Quality Assurance Activity
Modifications performed on a system do not damage the integrity of the system.
Maintenance Organization Process
Eileena
17151854/2
Maintenance Organization Processes
Amirah Nabilah 17093049/1
Shahira Izwanie
17077885/2
Levels of
Maintenance Processes
Level of Maintenance Process
The individual-level maintenance processes followed by maintenance personnel to implement a specific change request
The organisation-level process followed to manage the CRs from maintenance personnel, users, and customers/clients
Major Elements of a Maintenance Organization
Major Elements of Maintenance Organization
Event
Management
Event Management
Change requests from various sources is handled in an event management process
Configuration Management
Configuration Management
A system’s integrity is maintained by means of a configuration management process.
Change
Control System
Change Control System
Evaluation of results of investigations of maintenance events is performed in a process called change control.
Maintenance
Organization
Change Request Flow
Maintenance Organization Change Request Flow
Initial investigation
Management process
Change request approval
Schedule a proposed modification
Take change requests
users
customers
Take change request
maintainers
Clients sign SLA
Service Level Agreement (SLA) is a contract between client and maintainer
Clients sign SLA
Level 3
Different support level
The specialists
Level 2
Support
Level
Support technicians
Level 1
Junior level technical executives
Level 4
Escalation point
Level 4?
Outside the organization
Software or hardware merchant
Image source: https://sheajackman.files.wordpress.com/
Tiered support is not necessary. Why?
Is this tiered support necessary?
- No escalation from one group to another
- The case moves directly to the person most likely to be able to resolve it
Image source: http://www.serviceinnovation.org/intelligent-swarming/
Peopleware
Peopleware
Siti Afzarah 17078112/1
Nur Arisya Athilah 17144788/1
People - Centric
Concept
People-Centric Concept
Nur Arisya Athilah 17144788/1
Maintenance Organization
Maintenance
Organization
responsible to
maintains the
product
Client
Organization
Client
Organization
uses the maintained system
Human Resources
Client
Organization
Maintenance
Organization
Human
Resource
- managers
- engineers
- users
- customers
User and Customer Issues That Affect Maintenance
User and Customer Issues that Affect Maintenance
Siti Afzarah 17078112/1
Size
To support system:
Size of customers
Size
Number of licenses
Variability
Variability
High variability of customer base
Common Goal
Customer & User
Common Goals
- Amount of common goal will affect SLA
- Some SLA not appropriate for end users - customer has no understanding of requirement for end users