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Support
Enhancement requests
1 of 34 slides
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Support issues
• What do we need from system support?
• IS support service: the Help Desk
• Service Level Agreements
• Enhancement Requests
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• Enhancement requests
– What are they?
– How do they arise?
– How are they managed?
• Help Desk’s role in managing enhancements
• Information Systems evolution
– Why do IS evolve?
Enhancement requests
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What are enhancement requests?
• An event that demonstrates the need for IS change,
should generate an
enhancement request
• Also known as
– change requests
– modification requests
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“Change requests... will arise from
– business managers
– users
– designers
– programmers...”
Chaffey (2003)
What are enhancement requests?
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“These requests could include
– reports of bugs ...
– features that are missing from the system ...
– ideas for future versions of the software”
Chaffey (2003)
What are enhancement requests?
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How do enhancement requests arise?
• Categorise as major or minor changes
• major changes triggered by:
– IS (strategic) planning
– Requests from user (business managers)
• minor changes triggered by:
– Requests from user (staff)
– Issues reported to Help Desk
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• User reports issue to Help Desk
– user simply reporting problem
– not aware that enhancement request triggered
• Help Desk identifies need for enhancement
How do enhancement requests arise?
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• Many issues resolved without changing IS
– some issues will require change to software
• Enhancement request is generated
– defined procedure then followed
How do enhancement requests arise?
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Managing enhancement requests
• Major changes
– trigger the initiation of a new project
• Project life cycle starts again...
– conceptualisation
– planning
– implementation
– completion
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• Minor changes
– Initiation of a small / “mini” project
– Focus on area requiring change
Managing enhancement requests
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• Minor changes
– Immediate action to supply a fix
• known as a patch
Software patch:
“... an interim release of part of an information system that is
intended to address deficiencies in a previous release” (Chaffey, 2003)
Managing enhancement requests
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• Minor changes
– Change is bundled in with other minor changes
• delivered in next maintenance release of software
Managing enhancement requests
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• Minor changes
– Change request is rejected
Managing enhancement requests
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• Software releases indicated by version no.
• Major release
– will include many new features, etc.
– version number changes
• e.g. 1.1 to 2.0
Software releases, versions, etc.
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• Software releases indicated by version no.
• Minor release
– may include
• some new features
• fixes a number of problems
• release of bundled change requests, etc.
– version number changes
• e.g. 2.0 to 2.1
Software releases, versions, etc.
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• Software releases indicated by version no.
• Patch or interim release
– fixes one or more problems
– version number changes
• e.g. 2.1 to 2.11
Software releases, versions, etc.
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• Configuration management
– the control of the different versions of the various software components (or products) comprising an IS
– products may include hardware, O/S, software, DB, documentation, etc.
from Cadle & Yeates (2001)
Configuration management and change control
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• Configuration management
– BS8488 (1984) definition
“the discipline of identifying the components of a continuously evolving system
(taking into account relevant system interfaces)
for the purposes of controlling changes to these components and maintaining integrity and traceability…”
from Cadle & Yeates (2001)
Configuration management and change control
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• Configuration management involves
– identifying changes to products
– controlling changes to products
– ensuring changes are made properly
– reporting changes to others (Beynon-Davies, 2002)
Change control: managing changes to an IS, including
impact analysis, authorisation and documentation
Configuration management and change control
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• Configuration management involves
– understanding
dependencies between different components
compatibility of different versions of components
of an Information System
Configuration management and change control
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• Before any change to an IS is authorised
– analysis of the impact of the change made
• cost of the required development work
• time for the required development work
• effect of the change on (all) the users
• effect of the change on other parts of the IS
• consequences of not implementing the change
Impact analysis and regression testing
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• After development work completed
• appropriate regression testing
• Before a change is installed
Impact analysis and regression testing
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Regression Testing
• Testing program changes
– ensure that old code still works with the new changes
• May be done by code testing specialists
Regression testing 2007
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Regression Testing
• Coders develop code test scenarios and exercises
– test new units of code written
– test cases form test bucket
Regression testing 2007
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• Before a new version of software is released
– test bucket cases run against the new version
– make sure that all old capabilities still function correctly
Regression testing 2007
Regression Testing
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Regression Testing
• What could go wrong...?
• System might not work – changing code
– adding new code
• introduce new errors into code
• make unintended changes elsewhere
Regression testing 2007
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• New systems do not remain static
– IS change over time
• IS “evolve” in response to environmental changes
Information Systems evolution
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Information Systems evolution
• Reasons for evolution
Problem with IS
– Poorly developed initial system
• requirements not met
• technical problems (bugs) in system
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• Reasons for evolution
Change in the environment of the IS
– Business process changes
– Changes in the environment
• legislation
• software
– Technical environment changes
• policy decision to move to client-server architecture
– Changes in related IS
Information Systems evolution
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• Reasons for evolution
Success of IS
– A successful IS stimulates further change
• generation of ideas for new systems
• extending systems to new contexts
Information Systems evolution
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• Enhancement requests
• Major / minor changes, patches, versions
• Configuration management
• Change control
• Impact analysis
• Regression testing
• IS evolution
Summary
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Any questions?
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References and further reading
• Beynon-Davies, P. 2002, Information systems, Palgrave
• Chaffey, D. (ed.) 2003, Business Information Systems, 2nd edition, FT Prentice Hall
• Jorgenson, P. 1995, Software Testing: a Craftsman’s Approach, CRC Press - cited in
Chaffey (2003)
• Czegel, B. 1999, Help Desk Practitioner’s Handbook, Wiley
• Help Desk World, 2002, Help Desk Software World:What is a Help Desk? Retrieved:
11 March 2013 from http://www.help-desk-world.com/help-desk.htm
• Microsoft, 1997, Microsoft Sourcebook for the Help Desk, 2nd edition, Microsoft
Press International
• Mohr, J (nd), The Help Desk. Retrieved: 11 March 2013 from http://www.jimmo.com/modules.php?name=Content&pa=list_pages_categories&cid=11
Tourniaire, F. & Farrell, R. 1997, The Art of Software Support, Prentice Hall
• Regression Testing 2007 Retrieved: March 11, 2013, from http://searchsoftwarequality.techtarget.com/definition/regression-testing