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Operations & Maintenance (O&M) Manual
Operations & Maintenance (O&M) Manual
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<Project Name/Acronym>
Operations & Maintenance (O&M) Manual
Version X.X
MM/DD/YYYY
Version
Date Author/Owner Description of Change
Number
4.0 04/01/2016 CMS Updated template style sheet for Section
508 compliance
Added instructional text to all blank cells in
tables
Added instructional text instructing authors
to delete the XLC Template Revision History
when creating a new document based on
this template
Added header row to Table 5 - Software-
to-Hardware Matrix for Section 508
compliance
Added header row to Table 12 -
Embedded Software for Section 508
compliance
Added Acronym column to Table 18 -
Glossary
Reformatted Table 19 - Approvals for
Section 508 compliance
5.0 06/22/2016 C. Shaunessy (OEI/DPPIG) Added “Optional” to Appendix 8-F and
Appendix 8-G per CR 16-008.
Record of Changes
Instructions: Use the table below to record information regarding changes made to the
document over time.
Table 2 - Record of Changes
Version Author/Owne
Date Description of Change
Number r
<X.X> <MM/DD/YYYY CMS <Description of
> Change>
<X.X> <MM/DD/YYYY CMS <Description of
> Change>
<X.X> <MM/DD/YYYY CMS <Description of
> Change>
Table of Contents
1. Introduction.................................................................................................................1
1.1 System Manual Identification..............................................................................1
2. Referenced Documents.............................................................................................2
3. System Overview........................................................................................................3
3.1 Functional System Overview...............................................................................3
3.1.1 Application/System Dependency..................................................................3
3.2 Physical System Overview..................................................................................3
3.2.1 Physical Architecture....................................................................................3
3.2.2 System Software to Hardware Specifications...............................................4
3.2.3 System Firewall Specifications.....................................................................6
3.3 System User Overview........................................................................................6
3.3.1 Estimated Users............................................................................................6
3.3.2 Peak Processing Time..................................................................................6
3.3.3 Hours of Operation........................................................................................6
3.3.4 User Impact for System Failure....................................................................6
3.4 Processing Overview...........................................................................................6
3.4.1 Data Flow Diagram.......................................................................................7
3.4.2 Data Sources................................................................................................7
3.4.3 Data Refresh/System Updates.....................................................................7
3.4.4 Reporting Requirements...............................................................................7
3.4.5 Service Level Agreements (SLAs)................................................................7
3.5 Security and Privacy Overview...........................................................................8
4. O&M Roles and Responsibilities..............................................................................9
5. Operation Procedures..............................................................................................10
5.1 Operations Sequence.......................................................................................10
5.2 Operations Procedures.....................................................................................10
5.3 Production Control Procedures.........................................................................10
5.4 Input/Output Procedures...................................................................................10
5.5 Diagnostic and Problem Handling Procedures.................................................11
5.6 Backup Procedures...........................................................................................11
5.7 Restart/Recovery Procedures...........................................................................11
5.8 Monitoring Procedures......................................................................................11
5.9 Maintenance Procedures..................................................................................11
6. Data and Database Administration.........................................................................12
6.1 Data Administration Procedures.......................................................................12
6.2 Database Administration Procedures...............................................................12
7. Configuration Management.....................................................................................13
List of Figures
No table of figures entries found.
List of Tables
Table 1 - XLC Template Revision History..........................................................................ii
Table 2 - Record of Changes.............................................................................................v
Table 3 - Referenced Documents......................................................................................2
Table 4 - Application/System Dependency........................................................................3
Table 5 - Software-to-Hardware Matrix.............................................................................5
Table 6 - Application Special Server Table.......................................................................6
Table 7 - Firewall Information............................................................................................6
Table 8 - Data Sources......................................................................................................7
Table 9 - Database Refresh Schedule..............................................................................7
Table 10 - Roles and Responsibilities...............................................................................9
Table 11 - Database Administration Team......................................................................12
1. Introduction
Instructions: Provide full identifying information for the automated system, application,
or situation for which the O&M Manual applies, including as applicable, Also identify the
type(s) of computer operation involved (e.g., desktop, mainframe, client/server, Web-
based, online and/or batch transaction processing and/or decision support). Summarize
the purpose of the document, the scope of activities that resulted in its development, its
relationship to other relevant documents (e.g., the System Security Plan (SSP) and/or
Information Security (IS) Risk Assessment (RA), System Design Document (SDD),
Interface Control Document (ICD), Database Design Document, Data Conversion Plan,
Release Plan, Version Description Document (VDD), Implementation Plan, Test Plan,
User Manual, etc., if they exist), the intended audience for the document, and expected
evolution of the document.
2. Referenced Documents
Instructions: Provide identifying information for all documents used to arrive at and/or
referenced within the O&M Manual (e.g., related and/or companion documents,
prerequisite documents, relevant technical documentation, etc.). At a minimum, the
current Version Description Document (VDD) should be identified as a referenced,
companion document.
Table 3 - Referenced Documents
Document Name Document Number and/or URL Issuance Date
<Document <Document Location and/or <MM/DD/YYYY
Name> URL> >
<Document <Document Location and/or <MM/DD/YYYY
Name> URL> >
<Document <Document Location and/or <MM/DD/YYYY
Name> URL> >
3. System Overview
Instructions: Provide a description of the system, including its purpose and uses.
Describe the relevant benefits, objectives and goals as precisely as possible. Include a
high-level context diagram(s) for the system and subsystem. This section should also
describe at a high-level overview of the business background, i.e., what the system is,
why it is being created, for whom it is being created, and where it will exist.
integrated operations should be described by frequency (i.e., daily, weekly, etc.). If runs
may be grouped logically by organizational level, the groups of runs that can be
performed by each organizational level (e.g., headquarters processing, field activity
processing, etc.) should be described according to the logical groupings.
5. Operation Procedures
5.1 Operations Sequence
Instructions: Provide a schedule of acceptable phasing of the system software into a
logical series of operations, including any data/database refreshes. A run may be
phased to permit manual or semiautomatic checking of intermediate results, to provide
the user with intermediate results for specific purposes, or to permit a logical break if
higher priority jobs are submitted. An example of the minimum division for most
systems would be edit, file update, and report preparation. If the system is a batch
system, provide the execution schedule, which shows, at a minimum, the following:
Job dependencies (include resource and peripheral requirements)
Day of week/month/date for execution
Time of day or night (if significant)
Estimated run time in computer units and factors that may affect it
Required turnaround time
7. Configuration Management
Instructions: Describe the configuration management procedures that will be followed
and the interactions that will occur for configuration control, change control, and
configuration status account reporting for maintaining the configuration information for
the hardware and software actually installed. This information may be copied from the
Implementation Plan and modified as necessary and appropriate to address
configuration management during operations and maintenance support, if different from
that followed during implementation. Describe procedures for maintaining a property
inventory at the operational sites(s). Include procedures for maintaining floor plans
showing the location of all installed equipment and instructions for how to
add/delete/modify the plans.
9. Process for dealing with lost data (data lost between last backup and the
time the event occurs)
10. Process for dealing with backlogged data (data that is received while
application is being restored)
Approvals
The undersigned acknowledge that they have reviewed the O&M Manual and agree with the
information presented within this document. Changes to this O&M Manual will be coordinated
with, and approved by, the undersigned, or their designated representatives.
Instructions: List the individuals whose signatures are desired. Examples of such
individuals are Business Owner, Project Manager (if identified), and any appropriate
stakeholders. Add additional lines for signature as necessary.
Table 19 - Approvals
Document Approved By Date Approved