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Systems maintenance & adoption

Asper School of Business University of Manitoba. Systems Analysis & Design. Instructor: Bob Travica. Systems maintenance & adoption. Updated: November 2013. Outline. Maintenance concept Maintenance types Maintenance costs System adoption Counter-Adoption methods

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Systems maintenance & adoption

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  1. Asper School of Business University of Manitoba Systems Analysis & Design Instructor: Bob Travica Systems maintenance & adoption Updated: November 2013

  2. Outline • Maintenance concept • Maintenance types • Maintenance costs • System adoption • Counter-Adoption methods • Management of Counter-Adoption

  3. System Operation • Systems operation (production stage) – period after deployment (cutover, rollout, going live) in which a system is used in daily work • Technical activities : Fine-tuning & upgrading of the system - maintenance activities • Management activities: Promoting system adoption

  4. System Maintenance • Usually, more human resources are involved in maintaining systems than in developing new systems. • Upgrades can accumulate over time to the extent that a resulting system is significantly different from the initial system - hard to differentiate between maintenance and development.

  5. Maintenance types • Corrective maintenance - Fixing software bugs (70% of all maintenance) • Responsive maintenance - Respond to business needs (add a function, user interface fix, add storage, etc.) • Preventive maintenance – Anticipate business needs (examples as for responsive maintenance)

  6. Maintenance Cost Factors • Number of clients (users) of the system • Quality of code & overall design • Quality of system documentation • Quality of maintenance personnel • Availability of automated tools $ $ No. of clients Code quality, Documentation quality, Personnel quality, Automated tools

  7. End-users Resistors Early Adopters Later Adopters System Adoption • Process of making a system part of routine work. Includes motivating end-users. Management issue involving higher IS managers and biz managers. • Speed of adoption:

  8. Counter-Adoption Methods • Not-Invented Here Syndrome (“system developers don’t really understand our needs”) vs. actually expert/vendor-imposed solution • System is hard to use (Ease of Use is the key cause to system adoption in Technology Acceptance Model) • Money is tight (cutting funds for software, hardware, labor to halt system development vs. a real need for savings) • Withholding resources needed for adoption (end user support, time for learning, money/time for training for upgrades) vs. legitimate prioritizing

  9. Managing Counter-Adoption • Involve end-users in system development • Promote change agents (get managers aboard, give incentives, train users motivated to educate others) • Educate end-users and managers on benefits from the system. Note that each group may have different benefits. • Deal with costs: • End-users (learning new skills; loss of old skills) • Managers (e.g., power loss issues) • Organizational costs (manage time, plan temporary efficiency loss, manage moral )

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