AI04 Process Description

Structured approach to the development of user and operations procedure manuals, service requirements and training materials.

Futures: definition of future operational requirements and service levels,
Documentation Maintenance: prepare and refresh user procedures and operations manuals,
Training materials: develop training materials.

Number of applications where IT procedures are seamlessly integrated into business processes
Number of technical solutions not adequately documented, including lack of user manuals, operations manuals and training materials
Composite metric of the level of satisfaction with training material, user and operational documentation
Reduced cost of producing and maintaining user documentation, operational procedures and training materials
Proficiency levels of system users based on the percent of availability used

document the architecture baseline for the Cluster including..
- application and web architecture guide books
- technology, information and security guide books,
- application and technology reference model
- RUP/UML methodology
- information and security reference model
- knowledge library
the review, identification of opportunity, development and implementation of the ISI and/or RAA common component within EBC for cluster use (depends on client approval and funding).
Implement ISI in at least one application within EBC cluster ministrie

Level of training attendance of users and operators for each application
Accuracy of change requests and completeness of user documentation, IT procedures and training materials
Time lag between changes and updates of training, procedures and documentation materials
Satisfaction survey index with regard to training material, user procedures and operations procedures
Reduction in number of training calls handled by the help desk
Number of incidents caused by deficient documentation
Number of applications with adequate user training

Well-defined service level agreements exist, with clear links to documentation standards
The infrastructure and organisation are designed to promote and share user documentation, technical procedures and training material between trainers, help desk and user groups
User training in use of procedures is integrated with the organisation and IT training plans
Inventories of business processes, business procedures and IT procedures are maintained using automated tools
The development process ensures the use of standard operating procedures and a standard look and feel
A standard framework for documentation and procedures is defined and monitored
Knowledge management, workflow techniques and automated tools are used to develop, distribute and maintain procedures