Operations
Operations is not a separate phase but an integral part of the continuous delivery lifecycle.
In a DevOps model, the team that builds the system also runs and maintains it.
Operation and Maintenance Plan
Defines how systems are operated, maintained, and kept compliant and secure throughout their lifecycle. Ensures systems meet operational, regulatory, and quality standards.
Regulatory note: Some regulated processes require digital signature.
Templates: Operation and Maintenance Plan
Problem Management
Use blameless post-mortems for all significant incidents. Document findings for future learning and prevention.
Templates: Blameless Post Mortem
Operational Procedures
Periodic Evaluation
Regular assessment of system health, compliance, and alignment with business needs.
Activities:
- Review system performance against SLAs
- Assess technical debt and improvement opportunities
- Validate continued fitness for intended use
- Update risk assessments based on usage changes
Frequency: Annually (mandatory for regulated systems, recommended for others)
User Access Review
Validates that system access remains appropriate and secure.
Activities:
- Review all active user accounts
- Verify access levels match current roles
- Remove inactive or unnecessary accounts
- Document changes and justifications
Frequency: Annually minimum; more frequent for high-risk systems
Defects and Incidents
| Term | Definition | Examples |
|---|---|---|
| Defect | A flaw in software that causes incorrect behavior or failure to meet requirements | Bug in code, incorrect data display, scan vulnerability |
| Incident | An unplanned interruption or reduction in quality of IT services requiring immediate attention | System outage, application crash, network connectivity issue |
Defects
Document all defects detected after Production Deployment by adding items to the backlog.
Requirements:
- Each defect must have a unique identifier
- Link fixes to defect reports
- Document root cause analysis for critical defects
- Track defect trends for quality improvements
Templates: Defect
Incidents
Record all production incidents in the IT service management system. Complete the incident template to ensure traceability.
Process:
- Create incident reports using template
- Link incident resolution to code changes
- Conduct Blameless Post Mortem for significant incidents
Templates: Incident
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