Template IT Operations Manual

Introduction.........................................................6
  Purpose of this template...........................................6
  Purpose of the generated "Systems and Operations Handbook".........6
  Audience...........................................................7
  Document History...................................................8
  Missing Information................................................8
  Related Company Internal Documents.................................8
  Further Reading / Published Literature.............................8
Overview.............................................................9
  System Overview....................................................9
  Ownership and Key Contacts........................................10
  Hours of Operations - Primary / Secondary Business Hours..........10
  System Classification.............................................11
  System History....................................................11
  Auditing History..................................................11
  Restore / Recovery Tests..........................................12
  Legal Requirements................................................13
    Duties..........................................................13
    List of Applicable Laws.........................................13
Overview Interfaces and interfacing Applications....................15
    External Interfaces (to 3rd Parties)............................15
    Interfaces to systems operated by other department..............15
    Internal Interfaces (within IS Operations Department)...........15
  Software used - Versions and Licenses.............................16
Overview Environments...............................................17
Responsibilities....................................................17
Operations Calendar.................................................18
Change Management...................................................19
Configuration Management............................................20
  Functional Configuration Management...............................20
  Technical Configuration Management................................20
  Configuration for National Language Support / Character sets......20
User Management.....................................................21
  Technical Users...................................................21
  Personal Accounts for IT- and IS-Staff............................22
  Personal Accounts for Application Users (except IS- and IT-Staff).22
Backup and Recovery.................................................23
  Backup, Restore and Recoverability Requirements...................23
  Conceptual Explanation and Description............................24
  Restore and Recovery Instructions.................................24
  Backup Schedule...................................................25
    Scheduling Constraints..........................................25
    Schedule........................................................25
  Correctness of Backup.............................................25
Permanent Background Processes and Scheduling 
                               for Jobs including Interfaces........26
Shut-down and Start-up / Planned Outages and Changes................27
  Maintenance Window................................................27
  Organization of an Shut-down (Planned Outage) of this application.27
  Impact of an Shut-down of this application........................27
  Impact of an outage of an interfacing system on this system.......28
Checklist for a planned outage......................................29
Daily, Weekly, Monthly and other regular Duties.....................31
Monitoring, Troubleshooting, Escalation.............................32
  Error Messages....................................................32
  Identification of devices and users...............................32
  Known Problems....................................................33
      Monitoring and Ticket Handling................................34
      Tabular overview of events....................................34
      Detailed Description of Events................................35
  Ticket Handling...................................................37
Irregular jobs, e.g. reorganizations, upgrades, migrations..........38
  Checklist "Issues"................................................38
  Time Table........................................................39
PI's, KPI´s, OLA's and SLA´s........................................40
  Detailed KPI Description..........................................41
Known Limitations...................................................42
  Functional Limitations............................................42
  Technical Limitations.............................................42
  Capacity Related Limitations......................................42
Purging and Archiving...............................................43
  Strong growing data...............................................43
  Slow growing data.................................................44
  Logfiles / Errorfiles.............................................44
Appendix A - Configuration Parameters...............................45
  Non-Default Parameters of the Operating System and Filesystem.....45
  Non-Default Parameters of the Database............................45
  All Configuration Parameters of the Application...................45
    Technical Configuration Parameters..............................45
    Functional Configuration Parameters.............................45
Appendix B - Capacity Plan..........................................46
  Initial Capacity Plan.............................................46
  Initial Usage Factors.............................................46
    Initial Business Forecast.......................................46
    Initial Capacity Forecast for next 3 and 12 months..............47
  Summary and Issues of Capacity Reports against forecast...........48
  Revised Capacity Plans............................................48
Appendix C - Incident Log...........................................49
Appendix D - Problem Log............................................50
Appendix E - Change Log.............................................51
Appendix F - Duties DBA and Application Support.....................52
Appendix G - Documentation Template for Interfaces..................59