operations & maintenance manual - hong … · web viewthis is a template for developing the...

<<SYSTEM NAME>>

OPERATIONS & MAINTENANCE MANUAL

Version, <<No>>

EFFECTIVE DATE: <<DD MMM YYYY>>

Deliverable Name Title Signature Date

Prepared by:

Reviewed by:<<Project Manager & TSL>>

<<OPS Representative>>

Tested by :(For H/HH Systems

except network systems)

<<SS Testing Representative>>

Approved andAuthorized for Use <<Senior Manager of PM>>

Verified for Use Manager, Systems Operations

Distribution List

<< Manager, Systems Operations >><< IT Technical Library >><< IT Programme Office >><< Project Manager Name>><<Technical Support Leader>>

Copyright © by Airport Authority Hong KongAll rights reserved. Permission to reproduce this document or to prepare derivative works from this document for internal use is granted,

provided that the copyright statement is included with all reproductions and derivative works.

File Ref.: document.docx of 19

<<SYSTEM NAME>> OPERATIONS & MAINTENANCE MANUALVersion, <<No>> Date : <<DD MMM YYYY>>

How to Use This Document

<< This is a template for developing the Operations & Maintenance Manual for IT systems/services as part of the project deliverable. It is recommended that you follow these steps:

1. Replace all text enclosed within “<<” and “>>” signs (eg. <<System Name>>) with the correct field values.

2. To facilitate editing of the document, please amend the following fields of the “Prepare Properties ” so that the changes can be reflected automatically in document’s header and footer areas:

“Subject” for “System Name” “Keyword” for “Version No.” “Comments” for “Effective Date”

Press “F9” to refresh the field content if necessary.

3. No sections are to be deleted from this document. Just put “Not Applicable” into the section.

4. Refer to IT001 “Standard for IT Systems Operations & Maintenance Manual” on how to prepare the O&M document.

5. Please delete this page when preparing your Operations & Maintenance Manual. >>


Copyright © by Airport Authority Hong Kong


Document Change Record

<< Provide information on how the development and distribution of the Operations and Maintenance Manual was controlled and tracked. Use the table below to provide the version number, brief description of the change, the name of the person who makes the change and the date of the version. >>

VersionNumber Description of Change Person Making

Change Date

1.0 Initial version of the template Project Manager DD/MM/YYYY




Table of Content

1 INTRODUCTION.................................................................................................................................. 51.1 PURPOSE....................................................................................................................................... 51.2 AUDIENCE...................................................................................................................................... 5

2 GENERAL INFORMATION.................................................................................................................. 52.1 SYSTEM OVERVIEW........................................................................................................................ 52.2 SYSTEM ARCHITECTURE AND INTERFACES OVERVIEW......................................................................52.3 SYSTEM OWNER AND TECHNICAL SUPPORT LEADER.......................................................................62.4 SYSTEM CLASSIFICATION................................................................................................................62.5 SERVICE LEVEL AGREEMENT (SLA)................................................................................................6

3 SYSTEM OPERATIONS...................................................................................................................... 73.1 DESCRIPTION OF SYSTEM CONFIGURATIONS...................................................................................7

3.1.1 Hardware Configurations.........................................................................................................73.1.2 Software Configurations...........................................................................................................73.1.3 Network Configurations............................................................................................................83.1.4 Hard Disk Configurations and Directory Structire....................................................................8

3.2 DEFINITION OF JOB SCHEDULES AND OPERATION PROCEDURES......................................................83.3 DATA BACKUP AND DATA RESTORATION.........................................................................................93.4 SYSTEM STARTUP AND SHUTDOWN PROCEDURE.............................................................................93.5 HEALTH CHECK PROCEDURE AFTER SYSTEM RESTART...................................................................93.6 FILE MAINTENANCE AND HOUSEKEEPING.........................................................................................93.7 SYSTEM ACCOUNT INFORMATION..................................................................................................103.8 TESTING ENVIRONMENT................................................................................................................10

4 SYSTEM MONITORING, RECOVERY AND ESCALATION..............................................................124.1 SYSTEM MONITORING...................................................................................................................124.2 EVENT MANAGEMENT (CATEGORIZATION)......................................................................................134.3 SYSTEM RECOVERY PROCEDURE..................................................................................................144.4 INCIDENT MANAGEMENT AND ESCALATION.....................................................................................144.5 CONTINGENCY PLAN.................................................................................................................... 154.6 SYSTEM LIMITATIONS...................................................................................................................154.7 VENDOR SUPPORT INFORMATION..................................................................................................16

5 APPENDIX......................................................................................................................................... 16




1 INTRODUCTION

1.1 PURPOSE

<< Enter information describes the intended use of the system. >>

1.2 AUDIENCE

<< Enter information describes the audience for this document such as system administrators, Technical Support Leader, Quality Control Manager and SOCC etc. >>

2 GENERAL INFORMATION

2.1 SYSTEM OVERVIEW

<< This section provides a brief description of the system, including its purpose and uses.- Briefly describes purpose of the system and its key features including how it meets

the business needs and objectives - Primary users of the system and their locations- Major inputs and outputs of the system- The business impact to airport’s operations under different failure scenario >>

2.2 SYSTEM ARCHITECTURE AND INTERFACES OVERVIEW

<< This section describes the organization of the system by the use of a chart depicting components and their interrelationships.

Provide information describing major structure and its components of the system, servers, network, database, etc. architecture or provide a reference to other O&M Manual.- Logical structure of the system and the relationship between each components- Network design, drawing list and configuration diagram depicting intra / inter systems

connections, i.e. including external interfaces- Systems & its inter- dependency- External interface (3rd parties)- Internal Interface- Mechanism to exchange information- Physical interface if any, e.g. type of connections (serial, Ethernet), connection route (

via which box / port ), and number of such connections- Value, quantity and throughput of every system interface- Inter-dependency between each interface- Flow chart depicting information moves from the application to the databases >>




2.3 SYSTEM OWNER AND TECHNICAL SUPPORT LEADER<< This section provides the name of system owner and technical support leader. >>

System Owner (SO) << Name and Title >>

Technical Support Leader (TSL) << Name and Title >>

The latest System Owner and TSL information should have been posted to the following hyperlink.

https://intranet.hkairport.com/srrs_web/public/ITSRList.do?reset=true

2.4 SYSTEM CLASSIFICATION

<< This section describes the Confidentiality, Integrity and Availability (C/I/A) of the system under IT system registry. >>

Risk category High-level Impact Rating Overall

impact

(C / I / A) Financial(H/M/L)

Operational(H/M/L)

Regulatory(H/M/L)

Public image(H/M/L)

Litigation(H/M/L) (H/M/L)

C

I

A

The latest C/I/A Information has been posted to the following hyperlink.

http://intranet.hkairport.com/iwov_intra/OpenFile.html?path=%2Fintra%2FIntranet%2FIT%2FSS%2FSS+Doc+%28Word%29%2FSystem+Classification%2FCIA+Systems+Classification+Result.xls

2.5 SERVICE LEVEL AGREEMENT (SLA)

<< This section states the agreed Service Reliability and Service Window of the system. >>

Service Reliability (%)

“HH” Availability (99.99%) “H” Availability (99.65%) “M” Availability (99.30%) “L” Availability (99.10%)

Service Window “A” 00:00 ~ 23:59 (Monday ~ Sunday) “B” 08:00 ~ 20:00 (except Saturday, Sunday and Bank Holiday) “C" 09:00 ~ 18:00 (except Saturday, Sunday and Bank Holiday)

The latest Service Reliability (%) and Service Window have been posted to the following hyperlink.



http://intranet.hkairport.com/iwov_intra/OpenFile.html?path=%2Fintra%2FIntranet%2FIT%2FSS%2FSS+Doc+(Word)%2FSystem+Classification%2FCIA+Systems+Classification+Result.xls






3 SYSTEM OPERATIONS

3.1 DESCRIPTION OF SYSTEM CONFIGURATIONS

<< This section provides information describing default and custom configuration, configuration options, and their associated definitions or provide a reference to where it is stored.- Main configurations are : hardware, software, network, hard disk, database, directory

structure, user account information and inventory list- Server (host & client) locations and communication room connections details >>

3.1.1 Hardware Configurations<< Server A >>HostnameModelProcessorMemoryDrive ControllerNICInternal StorageExternal StorageTape DriveCD-ROM / DVD-RomPower UnitChassisRack Mount << Yes/No >>Others DeviceOperating TemperatureTypical Heat Dissipation Maximum Heat DissipationLocation (Cabinet ID)

3.1.2 Software Configurations<< Server A >>

Software Name Version

The latest software configurations should have been posted to the following hyperlink.

H:\99 Common Access\01 SAM Inventory/SWI-<TSL>V<Version> <Modified Date>.xlsx





3.1.3 Network Configurations<< Server A >>HostnameIP AddressSubnet MaskDefault GatewayDomainDNS ServerConnection << Switch Name Port Number >>Duplex << Half / Full >> Speed << 10Mbps /100 Mbps / 1Gbps >>

3.1.4 Hard Disk Configurations and Directory Structure

<< This section provides information on the hard disk configuration and structure of directory or file system for each server. >>

<< For Windows Platform >>Hard Disk Partition Remark

<< For Unix Platform >>Partition Table

<< Server A >>Path Resource Assigned to Description

3.2 DEFINITION OF JOB SCHEDULES AND OPERATION PROCEDURES

<< This section lists details of the frequency of automatic and manual background processes and scheduled jobs being performed in daily, weekly, monthly and regular basis including interfacing system. For routine server restart or change-over, the maintenance windows, services impact and checklist must be provided and well documented.- Job frequency, startup & shutdown procedure and sequences- Job estimated completion time- Job housekeeping and output retention period >>




<< Schedules >>

Job DescriptionType

(Auto / Manual)

Schedule Job Duration

Retention Period Procedure

3.3 DATA BACKUP AND DATA RESTORATION

<< This section briefly describes the procedures for regularly scheduled backups of the entire system, including system, program, data storage and the storage of backup logs.

- Database- Server- COTS products- User data- Type of backup, frequency, mechanism, tools/scripts used, system operational

impact, backup log location- Estimated data backup and data restoration time with proven status- Reconciliation with checksum or volumes- Retention Period - Recovery mechanism for most common failure scenarios >>

3.4 SYSTEM STARTUP AND SHUTDOWN PROCEDURE

<< This section describes the system startup and shutdown procedure. It has to show clearly the sequence of boot up and shutdown steps. >>

3.5 HEALTH CHECK PROCEDURE AFTER SYSTEM RESTART

<< This section describes the health check procedure to confirm the system healthiness and its functionality after schedule or non-schedule system restart. Also provide information on reconciliation acknowledgment and feedback messages. >>

3.6 FILE MAINTENANCE AND HOUSEKEEPING

<< This section specifies the housekeeping strategy and data retention on handling system log, application log, configuration and temporary files in order to maintain the system healthiness. The annual growth in database and file system should be provided if available. - Specify the usage of files, system log, configuration files, file size…etc- Temporary files used for the input and output should also be clearly specified with

housekeeping strategy and data retention >>




3.7 SYSTEM ACCOUNT INFORMATION

<< This section specifies the user account information and the purpose of use. >>

<< Server A >>Account

Name Description Purpose Account Owner

3.8 TESTING ENVIRONMENT

<<This section is used to:- highlight the key difference and variations between the UAT setup and Production

setup- base on the difference, if any, analyze and summarize the impact: i.e. what cannot be

tested, impact of such, the validity of the UAT results to support production rollout.>>

Hardware Configuration<< Server A >>HostnameModelProcessorMemoryDrive ControllerNICInternal StorageExternal StorageTape DriveCD-ROM / DVD-RomPower UnitOthers DeviceLocation (Cabinet ID)

Software Configuration<< Server A >>

Software Name Version

The latest software configurations should have been posted to the following hyperlink.

H:\08 Mgt Services\22 SAM\01 Software Inventory Repository/SWI-<TSL>V<Version> <Modified Date>.xlsx




Network Configuration<< Server A >>HostnameIP addressSubnet maskDefault GatewayDomainDNS serverConnection << Switch Name Port Number >>Duplex << Half / Full >> Speed << 10Mbps /100 Mbps / 1Gbps >>




4 SYSTEM MONITORING, RECOVERY AND ESCALATION

4.1 SYSTEM MONITORING

<< This section clearly states the system monitoring requirements, including application, system interface, database, network, etc. The crucial system performance information or alerts provided by the systems will enable SOCC support in a timely and effective manner.

All the pre-defined monitoring thresholds are subject to be reviewed periodically by the TSL or PM on a needed basis.

The system monitoring software must be able to quickly identify and report failures in any means so that the system incident can be managed or repaired whether automatically or via manual intervention.

The system monitoring should include the following key areas to be monitored by WEMS or related monitoring tools: >>

a) Resource MonitoringHost System Resource Warning

ThresholdExceptionThreshold

b) Application Process MonitoringHost Process or Service Name Exception Threshold

c) Performance and Capacity MonitoringHost Performance/Capacity Name Exception Threshold

d) System Security MonitoringHost Account Exception Threshold

e) Schedule Tasks MonitoringHost Schedule Job Exception Threshold

f) Interface Monitoring and ManagementHost URL Exception Threshold




g) Customer Made Monitoring Based on Different ApplicationHost Critical Process Exception Threshold

h) Network EquipmentHost Objects to Monitor Warning

ThresholdExceptionThreshold

i) Management Information Base (MIB)Host SNMP OID Value SNMP Trap Alert

j) Miscellaneous RequirementsHost Monitoring Requirement Exception Threshold

<< Attached screen dumps from WEMS. >>

4.2 EVENT MANAGEMENT (CATEGORIZATION)

<< Events reported via system messages received from system monitoring will be categorized into “Informational”, “Warning” and “Exception”. This section must clearly states the recovery procedures or actions to be taken by SOCC in response to those events reported.

Informational events are typically used to check on the status of a device or services, or to confirm the successful completion of an activity (e.g. Backup job, and housekeeping task etc). No action will be taken for those events. All informational events should be configured and sent to [email protected] mailbox. >>

Informational EventsEvents Schedule Log File

Warning EventsHost System Resource Warning

ThresholdAction to be

taken



mailto:[email protected]


4.3 SYSTEM RECOVERY PROCEDURE

<< In order to minimize service downtime and impact to the business, all possible application/system error codes must clearly state in this section with detailed description on affected area, problem symptom, time to resume the service and detailed recovery procedure for SOCC to execute in a timely manner. >>

Host System Monitoring ExceptionEvents

Time Capped

Recovery Procedure

4.4 INCIDENT MANAGEMENT AND ESCALATION

<< This section describes how to conduct and document incident management activities, and the formal escalation procedures to be used by SOCC in response to system criticality and incident severity.

The following information must be clearly stated:- System Manager / Owner- Incident Manager- Escalation matrix by elapsed time- Call flow- Full list of all system interfaces users, including user names, company, phone no., fax,

work location etc. >>

Incident ManagementIncident Category Incident Area Support Group

Support Escalation & ContactName Contact Service Hour

1st Level SOCC 2182 0030 24 x 72nd Level3rd Level




Elapse Time for EscalationSeverity

Level Time Escalated by To

CriticalSOCC 2nd Level Support

2nd Level Support 3rd Level Support

High SOCC 2nd Level Support


MediumSOCC 2nd Level Support


LowSOCC 2nd Level Support


The latest second line support escalation information has been posted to the following hyperlink.

http://intranet.hkairport.com/iwov_intra/ListFile?path=%2Fintra%2FIntranet%2FIT%2FOPS%2FGeneral+Admin%2FSupport+Roster%2FIT+Systems+Support+Roster%2F&fileType=D&field=SORT_COL1&direction=0&order=0

4.5 CONTINGENCY PLAN

<< This section provides information and steps to execute the contingency procedure during system failure.- Provide a background of the contingency measure- Under what circumstances to activate the system contingency- Describe the roles and responsibilities in activation of system contingency- Provide detail steps to describe the activation of system contingency >>

4.6 SYSTEM LIMITATIONS

<< This section specifies any functional, technical or capacity related limitations of the system. >>

Services Issue Limitation







4.7 VENDOR SUPPORT INFORMATION

<< This section provides necessary vendors contract information and the procedures for providing vendor support.- Maintenance agreement- License ownership, system media, vendor manual & warranty certificate- Support hours- Spare parts- Contacts >>

Maintenance Contacts InformationServer/

ApplicationSupport Vendor Contacts Phone /

Mobile Email address

Maintenance Agreement InformationServer/

ApplicationResponse time /

On-site timeMaintenance

Period Maintenance Contract Information

Spare Parts InformationModel Hardware Configurations Usage Location

The latest server maintenance service inventory has been posted to the following hyperlink.

\\hkairport\Share\IT\06 Operations\03 Sys Production Control\03 OS & Server\Maintenance Info\Shared\Share Index.htm

5 APPENDIX

<< This section is an optional section that provides supplementary additional information about the system. >>

--- End of O&M ---



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