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Operations Guide

Template
Enter the company mission statement, text that describes the nature of this document, its role in the
Software Development Lifecycle, or other text that clarifies its purpose.

Version X.x ● May 26, 2010

GLOBAL AUTOPARTS

3047 WESTERVILLE RD
Street Address 2

COLUMBUS

43085

USA

Tel: 614-306-3490 Fax: 614-XXXXXX

Last edited: 26 May 2010

Copyright © 2008 [Company]. All rights reserved.

No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or
translated into any language, in any form or by any means, electronic, mechanical, photocopying, recording,
or otherwise, without prior written permission from [Company].

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whatsoever nature contained herein are and shall remain the sole and exclusive property of [Company]. The
information furnished herein is believed to be accurate and reliable.

However, no responsibility is assumed by [Company] for its use, or for any infringements of patents or other
rights of third parties resulting from its use.

The [Company] name and [Company] logo are trademarks or registered trademarks of [Company].

All other trademarks are the property of their respective owners


[Company Name] Operations Guide Template
[Project Name] [Version Number]

Operations Guide
[Organization Name]

[System Name]
Version: [Version Number] Revision Date [Date]

Executive Sponsor
[Name] [Email] [Telephone]

Signature Date

Technology Sponsor
[Name] [Email] [Telephone]

Signature Date

Project Manager
[Name] [Email] [Telephone]

Signature Date

Security Officer
[Name] [Email] [Telephone]

Signature Date

Table of Contents
1 Introduction 6

1.1 System Overview 6

1.2 Authorized Use 6

1.3 Points of Contact 6


1.4 Help Desk 7

1.5 Hours of Operations 7

2 System Overview 8

2.1 System Operations 8

2.2 Software Inventory 8

2.1 Software Interfaces 8

2.2 Resource Inventory 9

2.3 Report Inventory 9

2.4 System Restrictions 10

2.5 Hardware 10

3 Operations Team 12

3.1 Organization Chart 12

3.2 Leadership Chart 12

3.3 Key Roles & Responsibilities 13

3.4 Anticipated Change 13

4 Operations Schedule 14

4.1 Daily Tasks 14

4.2 Weekly Tasks 14

4.3 Monthly Tasks 15

4.4 Backup Schedule 15

5 System Runs 16

5.1 Run Inventory 16

5.2 Run #1 17

5.3 Run #2 19

6 System Restores 21

Document History
Paper copies are valid only on the day they are printed. Contact the author if you are in any doubt about
the accuracy of this document.

Revision History
Revision Number Revision Date Summary of Changes Author

Reference Documents
Please see the following documents for more information:

Document Name Version Author

Distribution List
This document has been distributed to:

Name Position Company Action

1 Introduction
Introduce the document by describing the target audience and the systems which will be covered by
the Operations Guide.
Sample text: This guide is intended for Database Administrators and System Administrators who manage
[application/system/database]. Throughout this guide, the term DBA and SA will be used to mean either
a Database Administrator or a System Administrator.

1.1 System Overview


Explain, in general terms, the system and the purpose for which it is intended.

System: Details

Functions Major functions performed by the system

Owner Responsible organization

Architecture System architecture

Name System name or title

User access mode e.g. graphical user interface

1.2 Authorized Use


Provide a warning regarding unauthorized usage of the system and making unauthorized copies of data, software,
reports, and documents. If permissions need to be obtained, describe the process.

1.3 Points of Contact


Identify the points of contact (POCs) that may be needed by the user for informational and
troubleshooting purposes.

Type Name Email Telephone

1.4 Help Desk


Provide help desk information, including email and phone numbers for emergency assistance.

Name Email Telephone Mobile


1.5 Hours of Operations
Provide details of business hours and hours of operation.

Day Business Hours

Mon-Friday 9.00-17.30

Saturday -

Sunday -

Day Hours of Operation

Mon-Friday 06.00-20.30

Saturday -

Sunday -

2 System Overview
2.1 System Operations
Provide a brief description of the operation of the system, including its purpose and uses.

2.2 Software Inventory


Provide an inventory of the system’s programs. Include each program’s full name and identification, as
well as security characteristics. Identify those programs necessary to continue or resume operation of the
system in a degraded or an emergency situation.

# Software Version # Description

1 [name of software]

2 [name of software]
3 [name of software]

Table 1 –Software

Identify operating systems, database management systems, and software languages used by the
system:

# Systems Description

1 [name of system] [Describe Assembler, Compiler, Program, Query functions]

2 [name of system] [Describe Assembler, Compiler, Program, Query functions]

3 [name of system] [Describe Assembler, Compiler, Program, Query functions]

Table 2 – System

2.1 Software Interfaces


Describe interfaces with other software units, including the file format (input/output) and delivery media.

# Interface Description

1 [name of interface] [file format (input/output) and delivery media]

2 [name of interface] [file format (input/output) and delivery media]

3 [name of interface] [file format (input/output) and delivery media]

Table 3 – Software Interfaces

2.2 Resource Inventory


Identify all permanent files and databases referenced, created, or updated by the system. Include the file
names and database names, specific file identification, storage media and required storage capacity, as
well as security considerations. Identify files and databases necessary to continue or resume the
operation of the system in a degraded or an emergency situation.

Resource Details

Database #1

Database #2

Database #3
2.3 Report Inventory
List all reports produced by the system.

Report #1 Details

Security

Media

Frequency

Volume

Report #2 Details

Security

Media

Frequency

Volume

2.4
System Restrictions
Identify any system restrictions imposed on this system (e.g., times of day when system can be run).

Restriction Details

Restriction #1

Restriction #2

Restriction #3

2.5 Hardware
Identify the hardware used by, or incorporated into, the system. Include, as applicable, number of each
type of equipment, type, size, capacity, and other required characteristics of processors, memory, input/
output devices, auxiliary storage, communications/network equipment, and other required equipment.
# Hardware Description

1 Number

2 Type

3 Size

4 Capacity

5 Memory

Table 4 – Hardware

2.5.1 Hardware resource utilization


Identify the system's hardware resource utilization, such as maximum allowable use of processor
capacity, memory capacity, input/output device capacity, auxiliary storage device capacity, and
communications/network equipment capacity. Identify conditions, if any, under which the resource
utilization is to be measured.

# Hardware Description

1 Processor capacity

2 Memory capacity

3 Input/Output device capacity

4 Auxiliary storage capacity

5 Communications capacity

Table 5 – Hardware resource utilization

3 Operations Team
3.1 Organization Chart
Insert an organization chart for the team.

CEO

Finance Officer
Operations Officer

IT Officer

Role Name

Role Name

Role Name

3.2 Leadership Chart


Similar to the organization chart, this identifies the leadership structure within the team, such as
managers, team leaders and domain experts. It highlights reporting relationships and reflects the
management and leadership structure of the team

Operations Mgr

Team 1

Team 2

Team 3

Role Name

Role Name

Role Name

3.3 Key Roles & Responsibilities


Identify key roles and responsibilities within your team. For example, if your team is supporting IT
infrastructure, then you might have roles and responsibilities for infrastructure, Windows and UNIX
boundaries. Specify expectations as this section is essentially about team expectations.

Role Name Organization Responsibility

Has overall responsibility and accountability


Operations Manager
for system and data.

Finance Manager
Help Desk

LAN Engineer

MS Domain Expert

Oracle DBA

Programmer

Project Manager

Security

System Admin

Team Lead

3.4 Anticipated Change


Consider the anticipated growth or contraction targets for the team; how growth will be managed within
the organization. Insert Organization Charts in this section reflecting anticipated changes.

4 Operations Schedule
Tasks can generally grouped into daily, weekly and monthly schedules.

Depending on the circumstances, additional administrative tasks may need to be implemented, and some
tasks may occur more or less often or not at all.

4.1 Daily Tasks


Perform these tasks on a daily basis:

Task # Description Schedule

1 Ensure that all services are up and running

2 Ensure network connectivity to the server

3 Check the Event Viewer for error messages.

4 Check for adequate disk space for growing database files and log files.

5 Check Server jobs (look for failures).


6 Check the Server logs for error messages.

7 Perform a full database backup of the master database.

4.2 Weekly Tasks


Perform these tasks on a weekly basis:

Task # Description Schedule

1 Perform full database backups of all databases.

2 Remove extra unused space from data and log files.

3 Evaluate possible approaches to increasing application and server


performance, based on the knowledge obtained from daily operational
activities.

4.3 Monthly Tasks


Perform these tasks on a monthly basis:

Task # Description Schedule

1 Perform a complete backup of the operating system.

2 Perform full backups of all system and production databases.

3 Perform a restore of the operating system (optional).

4 Perform a complete restore of all monthly system and production


database backups on test machine.

5 Compare gathered performance statistics with baseline statistics to


improve performance and to forecast future software/hardware
acquisitions.

4.4 Backup Schedule


Determine how often and when to run back ups. In general you should perform database backups
according to your company’s backup policy. Schedule back-up jobs at a time that does not collide with the
schedule of other tasks.
Component Full Backup Incremental

Daily Not applicable

Monthly Weekly

On a recurring basis Same as full


backup

Monthly Weekly

5 System Runs
Describe the runs used by Operations personnel when scheduling operations, assigning equipment,
managing input and output data, and restart/recovery procedures.

5.1 Run Inventory


Identify the runs for system programs and jobs.

Run # Description Schedule

Run #1

Run #2

Run #3

Run #4

Run #5

5.2
Run #1
Provide detailed information on how to execute the system runs. Provide a run identifier for reference
each run. Describe the run, including, at a minimum, the following:

Run # Description
Schedule Daily, Weekly, or Monthly

Purpose Purpose of each run

Related files Descriptions of all related files and databases

Initiation Method of initiation (on request, initiation by another run, predetermined time)

Run time Estimated run time

Turnaround time Required turnaround time

Reports Requirements and procedure for report generation and reproduction

Run Interrupt Checkpoints

Identify and describe the acceptable interrupt points within the system to permit manual or semiautomatic
verification of intermediate results, to provide the user with intermediate results for other purposes, or to
permit a logical break if higher priority jobs are submitted.

# Action

Setup and Diagnostic Procedures

Provide the set-up and diagnostic procedures for any diagnostics. Relate to software units, if applicable.
Include procedures for validation and troubleshooting. Explain all parameters (input and output), codes, and
range of values for diagnostic software.

# Action

Error Messages
List all error messages and the corresponding correction procedure for each message. Relate to specific
software units, if applicable.

# Error Message Corrective Procedure

Restart / Recovery Procedures

Describe the restart/recovery procedures that IT Staff to follow in the event of system failure.

# Action

5.3 Run #2
Provide detailed information on how to execute the system runs. Provide a run identifier for reference
each run. Describe the run, including, at a minimum, the following:

Run # Description

Schedule Daily, Weekly, or Monthly

Purpose Purpose of each run


Related files Descriptions of all related files and databases

Initiation Method of initiation (on request, initiation by another run, predetermined time)

Run time Estimated run time

Turnaround time Required turnaround time

Reports Requirements and procedure for report generation and reproduction

Run Interrupt Checkpoints

Identify and describe the acceptable interrupt points within the system to permit manual or semiautomatic
verification of intermediate results, to provide the user with intermediate results for other purposes, or to
permit a logical break if higher priority jobs are submitted.

# Action

Setup and Diagnostic Procedures

Provide the set-up and diagnostic procedures for any diagnostics. Relate to software units, if applicable.
Include procedures for validation and troubleshooting. Explain all parameters (input and output), codes, and
range of values for diagnostic software.

# Action

Error Messages

List all error messages and the corresponding correction procedure for each message. Relate to specific
software units, if applicable.
# Error Message Corrective Procedure

Restart / Recovery Procedures

Describe the restart/recovery procedures that IT Staff to follow in the event of system failure.

# Action

6 System Restores
Describe the steps required to restore operations in the following scenarios.

Failing Component #1:

Describe possible failure scenarios and the steps to restore operations and data in that scenario.

# General Restoration Steps Required Backups

3
Failing Component #2:

Describe possible failure scenarios and the steps to restore operations and data in that scenario.

# General Restoration Steps Required Backups

Failing Component #1:

Describe possible failure scenarios and the steps to restore operations and data in that scenario.

# General Restoration Steps Required Backups

Document Name: Operations Guide Template


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