INFO 3 Overview

Back Office Systems

Usually accounts and database managementRun routine
administrative business tasksRecord sales, purchases, update
stock, etc.
Transaction Processing Systems
Process transaction as they arise, eg booking a flight
Workflow Management Systems
Used when lots of different people work on a documentRoutes
documents to different personnel Reduces bottlenecks in flow of
work
Document Management Systems
Keeps track of electronically stored documentsUsed when data
arrives in different formsTypical application is dealing with an
insurance claim
Management Information Systems
Takes internal and external dataProcesses it to produce
informationPresents information in suitable form To enable
managers to make effective decisions
Decision Support System
Supports decision making processEnable managers to choose
from business options
Customer Relationship Management System
Helps with day-to-day management of customersKeeps track of
customers Allows more effective marketing and cross selling to
help increase sales
Enterprise Information System
Deals with all functions of a large organisationIntegrates all
business activity Allows links to business partners
What resources need to be internally managed?
HardwareSoftwareFacilitiesPeople consumables
Why do resources need managing?
To improve compatibility To reduce support To make best use of
finance To make best use of staff
What is outsourcing?
The transfer of a function of an organisation to an external
company that provides this service
What is off-shoring?
The transfer of an organisational function to another country, but
still in the same organisation.
What are ways of obtaining external services?
Buying, Contracting, Bulk Printing, Leasing
What is Training?
Gives users skills and knowledge they need
What is Support?
Helps users to solve problems
Why train people?
Improve skills rangeMotivate employees
Types of training
Induction, refresher, skills based, CBT, instructor led, one-to-one,
training manuals
Support Methods

INFO 3 Overview
Help Desk, user guides, existing user base, email support, remote
support
Computer Based Training
Uses ICT systems for training in the workplace, usually by making
use of PCs or portable devices
Uses of CBT
How to perform a particular jobInduction coursesInstruction how
to use software
Features of CBT
Highly interactiveMakes use of multimedia featuresTesting and
assessment can be done Games can make learning fun
Advantages of CBT
Flexibility of learningMaterials are provided in different ways
Material can often be accessed from various pieces of hardware
You can learn in different environments
Disadvantages of CBT
Software can often be complex making it expensive Students will
still sometimes need help It is not always easy to follow a user's
progress
What is Unit Testing?
Testing individual sections of the software to make sure each
section works as intended
What is Integration Testing?
When Unit testing is completed, units are combined one at a time
and debugged
What is Direct changeover?
The existing system is stopped and the new one simply replaces
it.
What is Corrective Maintenance?
Involves putting right any errors that remain in the system after
testing
What is Adaptive Maintenance?
Involves making alterations to respond to changes in the
organisation or external changes such as a new security risk
What is Perfective Maintenance?
Improving the software to enhance its performance that was not
thought of in the original Design
Why is testing carried out?
Test Engineers are looking for these defects Functional
Performance
Usability
Security
What is Alpha Testing?
The first stage of testing. Tested by the developer and by using
realistic test data to simulate the real environment.
What is Beta Testing?
The second stage of testing. Tested by real users.
What is a Data Recovery Plan?
Disaster recover planning involves more than basic backup. It
involves imagining that the worst has actually happened and

INFO 3 Overview
planning what the organisation would need to do to recover.
Network testing
the actual measurement and recording of a network's state of
operation over a period of time. It involves recording the current
state of network operations to serve as a basis for comparison or
control
What are investigative methods?
Interview the clientUse a questionnaire to collect dataLook at
existing paperworkObserve your client/user in action
Data Flow Diagram
Shows the flow, storage and processing of data in a system
Entity
an object of the real world that is relevant to an ICT system, e.g. a
place, person
Attribute
a single item of data which represents a fact about an entity,
something which adds further details
Entity Relationship Diagrams
Looks at components important to a system and the relationship
between components
Data Dictionary
a centralised collection of information about data such as
meaning, relationships to other data, origin, etc.
Investigating and recording techniques
InterviewsObservationsInspection of RecordsQuestionnaires
Techniques for testing
Scalability
testingPrototypingSimulated
environmentsMultiplatform testing
Scalability testing
Tests application to see if it can cope with an increase in workload
Prototyping
Produces working versions at different stages, which can be
tested. This allows for improvements to be made.
Simulated environments
Simulates systems being used operationally. The adding of
terminals can be done to see if this ahs an effect on the system.
Multi-platform testing
Demonstrates that software can be ported - be used with different
combinations of hardware and software.
Methodology
A collection of procedures, tools and documentation aids which
will help develop a new ICT system
What are Linear Methodologies?
Each stage of the process begins when the previous one is
completed. Often called Waterfall models.
Advantages of the waterfall method
Simple approachEach task is completed fully before moving on
Bugs found early on will cost less to correct Places more emphasis
on documentation
Disadvantages of the waterfall method
You are often required to go back and make changes when

INFO 3 Overview
developing systems This method does not allow the client to see a
rough working version of the system early on
What are Iterative Methodologies?
Process of repeating a sequence of steps until the required answer
is achieved.
Advantages of an iterative methodology
It allows for more user involvement Places higher emphasis on
prototyping and user interface in the early stages meaning less
documentation and more deliverables
Disadvantages of an iterative methodology
Greater user involvement may disrupt their workload Greater user
involvement can mean they want increased functionality involving
greater costs
What are Agile Methodologies?
Tend to plan first, then adapt those plans based on what happens
during the project. For example crystal methods
Deliverables
Task that make up part of the project when completed
Milestone
Point at which the progress of an ICT project is assessed
1st Stage Systems Development Life Cycle
System investigation/Feasibility
2nd Stage Systems Development Life Cycle
Analysis
3rd Stage Systems Development Life Cycle
Design
4th Stage Systems Development Life Cycle
Build/Construction solution
5th Stage Systems Development Life Cycle
Testing
6th Stage Systems Development Life Cycle
Installation and Conversion
7th Stage Systems Development Life Cycle
Review and Maintenance
Functional Testing
Checks that the system being developed meets requirements.
System Testing
Testing the system as a whole. It involves create a simulated
environment.
Alpha
Carried out by the software house. A test plan will be used with
testing data from the design phase.
Beta
Tests are done by a sample group of real users under normal
operating conditions. Users feedback and errors are corrected
before the release.
Which method would be used in the following situation:
Where pressure does not exist for immediate implementation
Linear because there is time to perfect each stage
Which method would be used in the following situation:
Where the project objectives are unclear

INFO 3 Overview
Iterative so that the project objectives are flexible and can be
altered as the project progresses
Which method would be used in the following situation:
Where the project requirements can be stated unambiguously
Linear so that each stage can be identified and then completed
Three reasons for formal methods
It ensures proper and rigorous analysis has taken place It ensures
users and management have been consulted at all stagesIt
enables better project management which helps keep the project
on target
What procedures occur at each stage?
Analysis - The activity is interviewing. The deliverable is a
Feasibility Study.Design - the activity is Screen design. The
deliverable is the Data/screen design.Implementation - the
activity is writing the code. The deliverable is creating the system.
Testing - the activity is Systems Testing. The deliverable is the
actual results of testing.
Why are new systems needed?
Current system not suitable for purposeTechnological advances
Change in structure
What are five actors that influence the Success of a
System?
Effective Teamwork, Clear Timescales, Management Involvement,
Realistic Expectations, Adhering to Professional Standards
What are six factors that influence the Failure of a
System?
Inadequate Analysis, Poor Design, Inappropriate Testing, Poor User
Support &Maintenance, Lack of Management Knowledge,
Inappropriate Hardware or Software
Milestones
Points in a project that mark the ends of logical stages in the
project is reviewed or part of the project is delivered
Deliverables
Parts of the project that are completed and signed off as being
acceptable by the client/project sponsor
Data Protection Act
used to protect personal data from misuse
Data Controller
This is often the person in charge of the organisation - but it
doesn't necessarily have to be. This person decides what data the
organisation needs to collect and what it will be used for. This is
the person who must apply for permission to collect and store
data in the first place. The Data Controller is responsible for
ensuring that any collection, storage and processing of data is
done in accordance with the DPA.
Information Commissioner
This is the person who has overall responsibility for enforcing the
Data Protection Act across the UK. This is the person that
organisations need to apply to in order to gain permission to
collect and store personal data.
What procedures do organisations have to follow for

INFO 3 Overview
DPA?
Having a departmental data protection officerHaving a strict code
of practice for employeesHaving procedures for data collection &
storageHaving procedures to prevent unauthorised access to data
Computer Misuse Act
Covers the deliberate planting of viruses, carrying out
unauthorised work on an organisation's computer, hacking and
fraud
What procedures do organisations have to follow for
CMA?
Regular audits. Detailed job descriptionsHave an Acceptable Use
Policy
Copyright, Designs and Patents Act
Protects intellectual property such as software, hardware, images
on websites and books from being copied
What procedures do organisations have to follow for
CDPA?
Staff must be informed not to copy images or text or share data
without permissionDisciplinary ProceduresNetwork activity logging
Health and Safety Act
Under this act, employers have a duty to minimise the risk of
injury to employees in workplace
What procedures do organisations have to follow for
H&S?
Have a Health and Safety officerRegular inspections of work
stations against Health and Safety criteria (electrical equipment,
VDU emissions etc.)Written procedures/memos/posters advising
good Health and Safety practice
Freedom of Information Act
Covers public authorities such as local councils, hospitals, schools
etc.
What procedures do organisations have to follow for
F&IA?
They must deal with information requests promptly and
effectively. They need to set up a procedure to handle information
requests and collect any payments they deem necessary
Direct Changeover
This method is where an old system is used one day and then that
is taken down and the new system is installed and used directly
the next day.
Advantages of Direct
Quickest method with less risk of staff being confused
Disadvantages of Direct
Higher risk while the system is down and data is being transferred
Training is difficult
Phased Conversion
Parts of a new system are implemented over an old system over
time. A system is split into modules and a module of the old
system is replaced with the same module as the new one and so
on and so on.
Advantages of Phased

INFO 3 Overview
Less risky as each phase can be evaluated before moving on
Disadvantages of Phased
Hard to evaluate until complete system is implemented The new
system must be compatibleIt must be possible to split the
systems into modules
Pilot Conversion
The old system is replaced with a new one in one
branch/department and after everyone is happy that it is working
correctly there, the new system is then implemented in a new
branch.
Advantages of Pilot
Allows testing of the system under real conditions It's available for
training
Disadvantages of Pilot
It may not find issues that could occur once the system is
implemented everywhere It is a slower method
Parallel Changeover
This method is where the old system is used and the new system
is installed and used at the same time as the old one for a period
of time.
Advantages of Parallel
Safest method as both systems are availableTraining is made
easier
Disadvantages of Parallel
Systems need to be compatible Costly as it requires heavy
workload from staff as they have to input data on both systems
User Guide
A document intended for people using a system containing
information on how to use the software.
Changeover Method
This is a method of changing from one system to another. There
are four different types of changeover methods.
Technical Documentation
The technical reference manuals, included with software packages
and hardware, that provide directions for installation, usage, and
troubleshooting. the information extends beyond that given in
user manuals.
Hardware Installation
Hardware needs to be installed and tested before the new system
is installed.
Software Installation
Large systems often contain different servers located in different
placed so all the required software will need to be installed on
each software.
What are Reasons why organisations have different
policies
Security-to protect against threats and misuses, to inform staff
about safety Procurement-to ensure that organisation's money is
not wasted during the purchase of components Training-to ensure
that all staff use the equipment safely, legally and correctly.
What is a Security policy?

INFO 3 Overview
Is a statement of how an organisation intends to protect its
assets. It must Identify and Manage Risks
Security policies
Legal compliancePasswords and usernamesThe proper use of
equipmentHealth and safetyInfringement and punishment
What is a Procurement policy?
Covers the purchasing of all components and include: Supplier
Selection, Purchase of Hardware etc.
Procurement policies
Supplier selectionPurchase of hardwarePurchase of software
Purchase of services
What is a Training policy?
Covers the training of employees at various stages of their career.
It Sets out Key Responsibilities
Training policies
Clear job description Training re lawsTraining plan to identify
training needsTraining on newly introduced systemsTraining
records
What factors need to be INCLUDED in an ICT Strategy?
Business Goals Finance Legacy Systems Assets over time
Legislation Geography
What factors affect the success of a new ICT system?
The factors are ensuring the cost of implementation is worth the
benefits it will bring, ensuring that the timescale is realistic,
ensuring the constant involvement of the client and user and
having a clear understanding of the client requirements.
What is FUTURE PROOFING?
New systems introduced today, need to cope with future
developments
Reasons for updating ICT Systems
1.They may need to develop better hardware2.They may need to
develop better software3.They may need to faster processing
4.They may need to more storage
What is in a Backup Strategy ?
Timing or frequency of backupWhat method of backupMedium
usedWhere backup keptTesting of backupsResponsibilities for
backup procedures
What is in a Recovery Strategy ?
Responsibility for recovery proceduresTesting recovery procedures
Recovering DataRecovering SystemsSize of organisationMode of
recovery (hot or cold start)
What is Hot Start
Recovered very quickly
What is Cold Start
Takes Longer
Business goals
the long and short term objectives the business would like to meet
Legacy system
an old system or piece of hardware/software that continues to be
used because the system does not want to replace it
The first stage of technology life cycle

INFO 3 Overview
Research and development - new system are investigated and
then built
The second stage of the technology life cyle
The ascent phase - here the costs of the new system have been
recovered
The third stage of the technology life cyle
The maturity phase - where the ICT system works well and helps
to make savings for the company or helps generate more income
by providing better access to quality information
The fourth stage of the technology life cycle
The decline phase - this is where the ICT system starts to become
out of date and the costs of maintaining the system rise and the
benefits from the system fall. The system is old and needs
replacing.
Formalities in a small organisation
Few tiers of managementLess hierarchical Staff work more on own
initiative Staff have less formal rolesInformal systems
Formalities in a large organisation
Many tiers of managementVery hierarchal People undertake
specific tasksFormal systems
Policy
A deliberate plan of action to achieve certain desirable goals or
outcomes
Security policy
covering access to information resources, use of networks,
hackers, viruses, physical security, etc.
What is formal information flow?
A system with fully documented procedures. It states each stage
of the flow of information, for example a business Letter.
What is informal information flow?
This is information that naturally arises. For example, a telephone
call
What is a business aim?
An overall aim, worded in general terms, that an organisation
would like to achieve in the future
What is an ICT Strategy
Outlays how an organisation is going to use ICT to fulfill its aims
What factors are taken into account when devising an
ICT Strategy
The structure of the organisation The long-term business aims of
the organisationThe need to comply with any relevant legislation
The person who is in overall charge of ICT
What is a Chief Information Officer?
The person at executive level responsible for making all of the
strategic ICT-related decisions. The CIO has responsibility for
budgets for projects and programs. They also make decisions
regarding staff training. In addition, they make decisions about
the purchase of hardware, software and ICT services.
What are Back Office Systems
Run all the routine administrative processes
What is a management information system?

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10

Designed to take internal & external data and turn it into

information. It is so management can make effective decisions
What are Transaction Processing Systems
Process each transaction as it arises
What are Document Management Systems
Keeps track of electronically stored documents
What are Workflow Systems
Provide automatic routing of documents to personnel responsible
for them
What are Customer Management Systems
Help manage the day-to-day relationship with customers
What are Enterprise Information systems
It is an ICT system that supports a whole organisation rather than
a single department or functional area within an organisation. It
integrates all business activities such as sales, accounting &
finance.
What are Decision Support System
Supports the decision-making process
What are E-Commerce System
Internet stores or sites where customers can browse and purchase
goods/services
What is an organisation
An organisation is a body set up to meet a need.
What is a hierarchical structure
Top Down structure with definitive roles
What is a flat structure?
Roles not clearly defined with equal importance