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

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.