14.0 Maintenance Phase

  • The project management methodology must require the delivery of an operations manual and training materials prior to acceptance of the system. The quality of the materials must be reviewed and assessed prior to acceptance.
  • All end user groups and operations staff must be involved with both the initial development and updating of operations manuals, training materials, and their maintenance.
  • Roles and responsibilities for maintaining procedures, manuals and training materials must be established and agreed upon prior to the system being accepted as operational.
  • A process must require an operations manual and require training and use of the manual.
  • The project management methodology should include an operations manual template.
  • The project management methodology must provide a procedure to specify and determine who is responsible for updating user manuals during the maintanence phase.
  • Users of the operations manuals must be provided a method to give feedback about the usefulness of the operations manual and training materials.
  • A change process must exist which requires updates to manuals and training materials before system changes are implemented.
  • The manuals and training materials must be distributed to all authorized end users in a timely manner when the system is implemented and anytime it is changed.
  • When new training materials are created, staff training plans must be updated to reflect the changes.