Pengurusan Perubahan

Transcription

UNIT PEMODENAN TADBIRAN DAN
PERANCANGAN PENGURUSAN MALAYSIA
(MAMPU)
JABATAN PERDANA MENTERI
PROSEDUR OPERASI STANDARD
PENGURUSAN PERUBAHAN
(KATEGORI: MIGRASI/001)
ISO/IEC 27001:2013
Disediakan Oleh:
Disemak Oleh:
Diluluskan Oleh:
.........................................
Nama : Noriha binti Abu
Talib
Jawatan : Penolong
Pengarah
Bahagian Pembangunan
Perkhidmatan Gunasama
Infrastruktur Dan
Keselamatan ICT
Tarikh :
.........................................
Nama : Abdul Hadi Jehmica
Abdullah
Jawatan : Ketua Penolong
Pengarah
Infrastruktur Dan
Keselamatan ICT
Tarikh :
........................................
Nama : Tuan Haji Mohd
Puad bin Zainal Abidin
Jawatan : Ketua Penolong
Pengarah Kanan,
Infrastruktur Dan
Keselamatan ICT
Tarikh :
MAMPU-ISMS-P3-Migrasi/001-1GovUC
PROSEDUR OPERASI STANDARD – PENGURUSAN PERUBAHAN
REKOD PINDAAN DOKUMEN
TARIKH
16 Jun 2015
Versi: 1.0
16 Jun 2015
NO.
KELUARAN /
PINDAAN
BAB / MUKA
SURAT
Versi 1.0
-
KETERANGAN PINDAAN
Dokumen baru
Muka Surat : ii
SULIT
KANDUNGAN
1.0
TUJUAN .......................................................................................................... 1
2.0
TANGGUNGJAWAB ...................................................................................... 1
3.0
ISTILAH – ISTILAH ......................................................................................... 1
4.0
PROSEDUR CARTA ALIR ............................................................................. 3
4.1
Carta Alir Permohonan Perkhidmatan 1GovUC .................................... 3
4.1.1 Penerangan Prosedur Permohonan Perkhidmatan
1GovUC ................................................................................................ 4
5.0
KELULUSAN .................................................................................................. 7
6.0
BORANG......................................................................................................... 7
7.0
KAWALAN REKOD ........................................................................................ 7
8.0
LAMPIRAN...................................................................................................... 7
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1.0
TUJUAN
Tujuan utama Prosedur Operasi Standard ini adalah untuk menyenaraikan
langkah-langkah yang perlu dipatuhi dalam melaksanakan aktiviti yang terlibat
kepada agensi yang akan dan telah menyertai perkhidmatan 1GovUC.
2.0
TANGGUNGJAWAB
MAMPU, Pentadbir UC Agensi, Meja Bantuan MAMPU, Meja Bantuan
1GovUC, TM dan pengguna adalah bertanggungjawab untuk memastikan
bahawa prosedur berikut dipatuhi dalam pelaksanaan Prosedur Pengurusan
Perubahan.
3.0
ISTILAH – ISTILAH
ISTILAH
KETERANGAN
UAT/ FAT
User Acceptance Test / Final Acceptance Test.
CM Kit
Change Management Kit / Kit Pengurusan Perubahan.
SOP
Standard Operating Procedure / Prosedur Operasi
Standard
Unit Pemodenan
Agensi kerajaan yang bertanggungjawab menyedia dan
Tadbiran dan
mengurus perkhidmatan 1GovUC.
Perancangan
Pengurusan
Malaysia
(MAMPU)
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ISTILAH
Pengguna
KETERANGAN
Warga yang sedang berkhidmat di agensi yang
didaftarkan di dalam sistem 1GovUC.
Pentadbir UC
Pegawai agensi yang dipertanggungjawabkan untuk
Agensi
menyelaras dan memberi khidmat sokongan bagi
perkhidmatan 1GovUC.
Pentadbir UC
Pegawai MAMPU yang dipertanggungjawabkan untuk
MAMPU
menyelaras dan memberi khidmat sokongan bagi
perkhidmatan 1GovUC.
Meja Bantuan
Meja bantuan MAMPU yang menerima dan
MAMPU
mengendalikan log atau aduan dari Pusat Panggilan
1MOCC dan pengguna di MAMPU.
Meja Bantuan
Meja Bantuan 1GovUC yang menerima dan
1GovUC
mengendalikan log atau aduan dari Meja Bantuan
MAMPU Pentadbir UC Agensi.
Telekom
Pihak teknikal yang dipertanggungjawabkan untuk
Malaysia Berhad
melaksana dan menyenggara perkhidmatan 1GovUC
(TM)
dan menyelesaikan aduan yang berkaitan.
Pasukan
Pihak teknikal yang dipertanggungjawabkan untuk
Teknikal
melaksana dan menyenggara perkhidmatan 1GovUC.
1GovUC
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4.0 PROSEDUR CARTA ALIR
4.1
Carta Alir Permohonan Perkhidmatan 1GovUC
Mula
Mengenalpasti dan mengesahkan senarai
yang berpotensi
1
Melaksanakan sesi Libat Urus
2
Melengkapkan borang permohonan
Perkhidmatan
3
Penilaian dan pengesahan permohonan
Mesyuarat Engagement
Mesyuarat Teknikal
Menyediakan pelan migrasi
Memberi taklimat kepada agensi
Menyediakan CM Kit
Menyediakan senarai pengguna
Melaksanakan mailbox provisioning
Mengesahkan penerimaan mailbox
pengguna
Melaksanakan cut over
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4
5
6
7
8
9
10
11
12
13
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Melaporkan kepada Meja Bantuan 1GovUC
Mengadakan Kiosk 1GovUC
Melaksanakan UAT/ FAT
14
15
16
Tamat
4.1.1 Penerangan Prosedur Permohonan Perkhidmatan 1GovUC
Bil.
1
Tugas
Mengenalpasti dan mengesahkan
Pegawai Yang
Bertanggungjawab
MAMPU dan TM
senarai agensi yang berpotensi
menyertai perkhidmatan 1GovUC
2
Melaksanakan sesi Libat Urus untuk
MAMPU dan TM
agensi yang berpotensi
3
Agensi perlu mengisi Borang
Agensi
Permohonan Perkhidmatan 1GovUC
yang diedarkan semasa sesi Libat Urus
dan mengembalikan borang kepada
pihak MAMPU.
4
MAMPU akan menilai permohonan
MAMPU
daripada agensi. Jika layak, langkah 5
akan dilakukan. Jika tidak layak,
permohonan ditolak.
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Bil.
5
Tugas
Pegawai Yang
Bertanggungjawab
Mengadakan mesyuarat Engagement
Agensi, TM dan
berkenaan produk 1GovUC dan
MAMPU
mendapatkan maklum balas daripada
agensi.
6
Mengadakan mesyuarat teknikal
Agensi dan Pasukan
dengan agensi bagi mengumpul
Teknikal 1GovUC.
maklumat sebelum pelaksanaan
migrasi.
7
Menyediakan senarai aktiviti sepanjang
Pasukan Teknikal
proses migrasi. Pelan migrasi tersebut
1GovUC.
akan dibincang dan dipersetujui oleh
agensi.
8
Menyediakan taklimat penerangan
MAMPU,TM
kepada pihak pengurusan agensi serta
mengesahkan aktiviti terlibat.
9
10
Menyediakan CM Kit kepada agensi
Pasukan Teknikal
mengikut persetujuan agensi.
1GovUC.
Melengkapkan Provisioning Template
Agensi
dan menyerahkan senarai pengguna
kepada Pasukan Teknikal 1GovUC
untuk tujuan provisi.
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Bil.
11
Tugas
Pegawai Yang
Bertanggungjawab
Mewujudkan akaun pengguna/mailbox
Pasukan Teknikal
1GovUC berdasarkan senarai
1GovUC.
pengguna yang telah diserahkan oleh
agensi.
12
Mengesahkan jumlah akaun/mailbox
Pentadbir UC
pengguna yang telah diwujudkan
Agensi
melalui borang 1GovUC – User
Provisioning Acceptance (Sign-off).
13
14
15
16
Melaksanakan cutover mengikut tarikh
Pasukan Teknikal
yang telah dipersetujui oleh agensi.
1GovUC.
Menyerahkan urusan operasi kepada
Pasukan Teknikal
Meja Bantuan 1GovUC.
1GovUC.
Melaksanakan kiosk 1GovUC selepas
Pasukan Teknikal
cut-over.
1GovUC.
Melakukan ujian penerimaan pengguna
TM dan Agensi
yang telah berjaya menyertai 1GovUC
dengan menggunakan borang
UAT/FAT.
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Muka Surat : 6
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5.0
KELULUSAN
Borang Penyertaan 1GovUC perlu diluluskan oleh PMO MAMPU.
6.0
BORANG
Berikut merupakan borang yang digunakan:

Borang Penyertaan 1GovUC

1GovUC – User Provisioning Acceptance (Sign-off)

Borang Final Acceptance Test
7.0 KAWALAN REKOD
Kesemua borang perlu difailkan di dalam fail yang telah ditetapkan bagi
memastikan kesediaan borang, jika terdapat sebarang isu melibatkan
pelaksanaan prosedur ini.
8.0
LAMPIRAN

MAMPU-ISMS-P3-Migrasi/001-1GovUC-001 – Borang Permohonan
Perkhidmatan 1GovUC

MAMPU-ISMS-P3-Migrasi/001-1GovUC-002 – Pelan Migrasi

MAMPU-ISMS-P3-Migrasi/001-1GovUC-003 – Change Management
(CM) Kit

MAMPU-ISMS-P3-Migrasi/001-1GovUC-004 – Provisioning Template

MAMPU-ISMS-P3-Migrasi/001-1GovUC-005 – 1GovUC – User
Provisioning and Deactivation Acceptance (Sign-off)

MAMPU-ISMS-P3-Migrasi/001-1GovUC-006 – Final Acceptance Test
(FAT)
Versi: 1.0
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Muka Surat : 7
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MAMPU-ISMS-P3-Migrasi/001-1GovUC-001
BORANG PERMOHONAN PERKHIDMATAN 1GOVUC
Borang Penyertaan ini adalah bertujuan untuk mendapatkan maklumat daripada
pihak Kementerian/Agensi yang berminat untuk menyertai perkhidmatan 1GovUC.
Butiran berikut perlu diisi untuk tujuan kelulusan pihak MAMPU dan seterusnya
penjanaan ID pengguna dan kata laluan.
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PELAN MIGRASI
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Muka Surat : 11
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CHANGE MANAGEMENT (CM) KIT
Poster Countdown
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Poster Umum
Muka Surat : 12
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Poster Peringatan melalui E-mel
E-mel Tahniah
Versi: 1.0
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Wallpaper
E-mel Pasca Migrasi
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Bunting
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PROVISIONING TEMPLATE
(1) PROVISIONING TEMPLATE - MAILBOX CSV
Attribute
AgencyName
FirstName
LastName
ExistingEmailAddress
Login-ID
Password
VIP or normal
Description
The name of the agency. This will be used as part of the email address and SAM account name
The user’s first name.
The user’s surname.
The user's current email address in the agency.
This should not be more than 20 characters including the .agency name part. This is the user-id used to login to 1GovUC.
The user’s password to access account first time
Put VIP for 4GB mailbox quota, or NOR for 500MB mailbox quota
We recommend setting Login-ID to be the same as the part of ExistingEmailAddress before the @ character.
The columns marked in yellow as Optional are to ease finding users in the address book. For example, there might be two Ibrahim Ali in 1GovUC but by looking at (for example) Company or Department, users will know
which Ibrahim Ali they need to communicate with.
Optional
Title
Office
VIP or
Mobile
(Job Title, Company Department (Division/ Phone
Fax
Normal
Phone
Job
Gred)
Section/Unit)
Agency Name
FirstName LastName Display Name ExistingEmailAddress Login-ID Password
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City
Street
Address
Postal
Code
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PROVISIONING TEMPLATE
(2) PROVISIONING TEMPLATE - DL CSV
Attribute
DisplayName
Email Address
Alias
DL Owner
List of Members
Description
Name of the Distribution List
Existing email address for external sender , if no existing email address then please leave it blank . We will stamp two email addresses which will be alias@Agency.com.my and alias.agencyName@1govuc.com.my
20 character short name including agency name
Login-ID of the person who will be listed as owner of the DL in Global address list , The owner will be able to modify DL member list from outlook as well.
Login-ID of the users who will be part of this DL
Display Name
LPPKN IT Admin Team
Email Address
ITTeam.LPPKN@lppkn.gov.my
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Alias
ITTeam.LPPKN
DL Owner
List Of Members
napsiah.lppkn napsiah.lppkn
julianna.lppkn
aini.lppkn
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1GovUC – USER PROVISIONING AND DEACTIVATION ACCEPTANCE (SIGNOFF)
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FINAL ACCEPTANCE TEST (FAT)
Final Acceptance Test (FAT) for Agency ____________
1GovUC Project
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1.
Test Plan Summary
This document describes the test environment’s characteristics and configuration
under which the implementation, installation, configuration and migration of the
1GovUC Exchange 2010 and Lync 2010 will be tested. It contains the description of
the methods and tools employed, the preparation tasks required, the steps to follow
to conduct each test and the results to expect. It ensures that the testing process
will be conducted in a thorough and organized manner to enable the team to
determine that the proposed solution is stable and meets 1GovUC’s requirements.
Detailed test cases are provided to allow the team to ensure that the solution
functionality validates all the requirements expressed in the Vision & Scope
document.
1.1
Test Plan
This Test Plan Document details the test approach and actual test steps that must
be performed to ensure that the designed solution can deliver what it was designed
to do. The Test Plan Document will also help identify compatibility issues, if any, that
might arise due to the actual configuration that will be deployed in the environment.
Each item in the Test Plan Document is derived from the Vision/Scope document
where features and functionality were discussed, documented and finally accepted
as being what the solution must be able to deliver in the end.
A Test Team will be established that will be responsible for the actual test execution
of each of the Test Cases. Furthermore, the tests will be conducted in the lab
environment where full simulations can take place without hindering business
operations.
It is important for the Test Team to establish and maintain the test environment as if
it were a live environment. Adequate testing of the designs can only be performed in
a test environment that is representative of the live environment.
This Test Plan Document will be performed during project execution. This will ensure
that the features, capabilities and high-availability options identified in the project
scope are working as expected by Customer.
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1.2
Test Environment Specification
The test environment for this FAT will be done on the Production environment.
Adequate testing of the Exchange 2010, LYNC 2010, MS Active Sync and MS OWA
will be performed.
1.3
The Test Teams
The Testing Team is responsible for:






Establishing and maintaining the test environment
Developing of the overall Test Plan and test cases
Executing the detailed test cases
Evaluating test results
Ensuring proper documentation of tests
Owning the test environment and all of its processes
The Test Team will develop and perform all the test scenarios based on their
operational experience and on 1GOVUC’s requirements to verify the functionality of
the new environment.
1.4
Resources
The TM test team will be composed of the following members:
Resource Name
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Position
Technology
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2.
Microsoft Outlook 2010
2.1
No.
1.
Microsoft Outlook 2010
Tests
Results
Pass
Fail
Remarks
To Create & Send a New Message
1.
1.1
Expected Results
Click the New E-mail button in the New
group of the Home tab on the Ribbon.
2. Enter the e-mail address(es) in the To:
box
3. Enter the Subject of the message in
the Subject box.
4. Enter the text of your message in the
text box.
5. Click the Send button.
Case 1: Send to 1GOVUC user
1.
2.
3.
Versi: 1.0
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Refer the steps at item 1.
Enter the e-mail address in the To:
fat1@mampu.gov.my
Click Send and confirm the message is
shown inside the Sent Items.
E-mails is sent out to recipient without a
bounce back from the Exchange Server.
Refer to test case 1.1 to 1.2 for expected
results.
Confirm at fat1@mampu.gov.my mailbox to
receive all emails from pilot users.
fat1@mampu.gov.my to reply back email to
all pilot users recipient.
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No.
Tests
Expected Results
1.2
Case 2: Send to external (internet) user
1. Refer the steps at item 1.
1govuctest@vads.com
3. 3. Click Send and confirm the message
is shown inside the Sent Items.
To Open/Receive a Message
Confirm at 1govuctest@vads.com mailbox to
2.
Click a message to view it in the Reading
Pane or double-click the message to open it.
Results
Pass
Fail
Remarks
1govuctest@vads.com to reply back email to
Message can be viewed via the Reading
Pane or by double-click. Refer to test case
2.1 to 2.2 for expected results.
Message indicators:
Unread message
Read message
Message with an attachment
Message has high or low importance
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No.
Tests
Expected Results
2.1
Case 1: Confirm receive message from
1GOVUC user
2. Check at Inbox to confirm received
email from fat1@mampu.gov.my.
3. Double-click the message to open it.
Confirm to receive email from
fat1@mampu.gov.my.
2.2
external (internet) user
2. Check at Inbox to confirm received
email from 1govuctest@vads.com.
1govuctest@vads.com
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Results
Pass
Fail
Remarks
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2.2
FAT Sign-off for Outlook 2010
Upon completion of testing, MAMPU is to verify if he/she confirms all the FAT
component has been executed successfully.
FAT Sign-off for Microsoft Outlook 2010
Prepared By (Telekom Malaysia)
Verified by (Telekom Malaysia)
Name:
Name:
Designation:
Designation:
Date:
Date:
Verified By (MAMPU/Agency)
Verified by (MAMPU/Agency)
Name:
Name:
Designation:
Designation:
Date:
Date:
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3.
Microsoft Lync 2010
3.1
Microsoft Lync 2010 Functionality
No.
1
Tests
Expected Results
Results
Pass Fail
Remarks
To Make Text Message (IM)
Versi: 1.0
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3.1.1.1.1.1.1
Find a user and double click
icon for the contact that you
would like to start IM.
3.1.1.1.1.1.2
Start IM conversation with
respective user by typing in
text box.
Lync IM can be made between
user in the Lync Contact List
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No.
Tests
Expected Results
Results
Pass Fail
Remarks
To Reply an IM
1. User need to click on reply icon to reply
message.
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User can received & reply back
IM conversation.
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No.
Tests
Expected Results
Results
Pass Fail
Remarks
2. User can reply back by typing in text box.
2.
To Make a Call (Optional – Only for user with
Webcam & Microphone / Headset)
1. Find a user and click on the Call icon for the
contact that you would like to call.
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Lync call can be made to a
person in the Lync Contact List
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No.
Tests
Expected Results
Results
Pass Fail
Remarks
2. Wait for the user to accept call.
2.
To Accept a Call (Optional – Only for user with
Webcam & Microphone / Headset)
1. When someone calls you, an alert appears in
the Incoming area of your main window. To
answer it, double-click anywhere on the alert.
3.
To make a Video Call (Optional – Only for user
with Webcam & Microphone / Headset)
Incoming Lync calls can be
answered by clicking at Accept.
Video calls can be made to
another Lync user.
1. Right click contact person to make a video call.
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No.
Tests
Expected Results
Results
Pass Fail
Remarks
2. Select Accept video call
4.
Make a Conference Call (Optional – Only for
user with Webcam & Microphone / Headset)
Conference call can be made.
1. In the Contacts list, select multiple
people by holding down the Ctrl key while
you click each contact.
2. Right-click one of the contacts.
3.
4. Click Start a Conference Call and select
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No.
Tests
Expected Results
Results
Pass Fail
Remarks
Lync.
5. To join conference call, click Accept.
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3.2
FAT Sign-off for LYNC 2010
FAT Sign-off for Microsoft LYNC 2010
Name:
Name:
Designation:
Designation:
Date:
Date:
Name:
Name:
Designation:
Designation:
Date:
Date:
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4.
Microsoft Outlook Web Access (OWA)
4.1
No.
1.
1.1
Microsoft OWA Functionality
Tests
Expected Results
Results
Pass
Fail
Remarks
To Create & Send a New Message
1. Click the New Messagebutton at top
screen.
box
3. Enter the Subject of the message in the
Subject box.
4. Enter the text of your message in the
text box.
5. Click the Send button.
Case 1: Send to 1GOVUC user
2. Enter the e-mail address in the To:
fat1@mampu.gov.my
3. Click Send and confirm the message is
Versi: 1.0
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E-mail is sent out to recipient without a
bounce back from the Exchange Server.
Refer to test case 1.1 to 1.2 for expected
results.
Confirm at fat1@mampu.gov.my mailbox to
fat1@mampu.gov.myto reply back email to
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No.
1.2
2.
Tests
Expected Results
Case 2: Send to external (internet) user
1govuctest@vads.com
3. Click Send and confirm the message is
Confirm at 1govuctest@vads.com mailbox
to receive all emails from pilot users.
To Open/Receive a Message
Message can be viewed via OWA.
Results
Pass
Fail
Remarks
1govuctest@vads.comorto reply back email
to all pilot users recipient.
Click a message to view it.
2.1
1GOVUC user
2. Check at Inbox to confirm received email
from fat1@mampu.gov.my.
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fat1@mampu.gov.my.
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No.
Tests
2.2
external (internet) user
2. Check at Inbox to confirm received email
from 1govuctest@vads.com.
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Expected Results
Results
Pass
Fail
Remarks
1govuctest@vads.com
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4.2
FAT Sign-off for MS Outlook Web Access
FAT Sign-off for Microsoft OWA
Name:
Name:
Designation:
Designation:
Date:
Date:
Name:
Name:
Designation:
Designation:
Date:
Date:
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Pengurusan Perubahan

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