Nuth Oatanasap

1. By Nuth Oatanasap
Southeast Asia University
Bangkok 10160 Thailand
Nuto@sau.ac.th
AuiSuKe@gmail.com
http://www.AuiSuKe.com

2. IT Passport Preparation Book
4-1 System development technology
4-2 Software development management
techniques
5-1 Project management
6-1 Service management
6-2 System audit

3. Chapter 4 Development technology
- System development technology
4-1-1 Process of system development
4-1-2 Software estimation
4-2 Software development management
techniques
4-2-1 Software development process and
methods

4. 4-1 System development technology
4-1-1 Process of system development
1 Requirements definition
2 System design
3 Development, Programming
4 Testing
5 Software acceptance
6 System operation and maintenance
4-1-2 Software estimation

5. 4-1-1 Process of system development
Reference: Service Contract, Need for review

6. 1 Requirements definition
system requirements definition
• the types of functions that are required for
computerization are clearly stipulated.
software requirements definition
• the required software content is specified
on the basis of the actual business content.

7. 2 System design
• The system is designed based on the
requirements definition.

8. 2 System design
(1)Systems architecture design (External design)
(outline design)
• human interface design (user interfaces) (input/output
screens, print images, forms/slips) Refer >> ch 9-1-1 Human interface technology
• data design (Data normalization, redundant data)
• code design (product numbers and customer numbers)
(2)Software architecture design (Internal design)
(how to implement)
(3)Software detailed design (Program design)

9. 3 Development (Programming)
• Programming
• Module
• Debugging
• unit testing (module testing)
• program design specification
• white box tests & compilers

10. Unit testing, verification techniques
(1)White box test
• white box testing techniques
• Statement coverage is a method for creating test cases
so that all instructions are executed at least once.
• Condition coverage is a method for creating test cases
so that both true and false cases for all decision
conditions are covered.

11. Unit testing, verification techniques
(2) Compiler
• Using a compiler, it is possible to confirm
bugs (errors) in the created programs.

12. 4 Testing
(1)Test execution procedure
• Test plan creation
• Test specifications design
• Test environment setting
• Test execution
• Test result evaluation
• Program quality improvement should be encouraged at
the program design stage, rather than by repeating tests.

13. (2)Testing techniques
black box test
• focusing on the output results of input data

14. (3)Test planning
• equivalence partitioning
• boundary value analysis

15. Equivalence partitioning

16. Boundary value analysis

17. (4)Test execution
• Integration testing (Consolidated testing)
• Top-down testing
• Sandwich testing
• Big bang testing
• Bottom-up testing
• System testing (Comprehensive testing)

18. Top-down testing

19. Bottom-up testing

20. System testing (Comprehensive testing)
• Function testing
• Performance testing
• Exception handling testing
• Load testing (Rush testing)
• Operability testing
• Regression testing
• Penetration testing (Intrusion testing)
Response time/Turnaround time/Throughput

21. Operational testing
• Business function
• Operability
• Anomaly measures
• Throughput
• Processing time

22. (5)Test result evaluation
• bug control charts
• Gompertz curve (reliability growth curve)
• Receiving inspection

23. 5 Software acceptance
• occurs when system development is outsourced to an
external specialist and software is delivered from the
outsourcer (developer) to the customer (user).
• involves confirming whether all of the requirements of the
user (system user department) are fulfilled, and whether
the software operates normally.
• If there are no problems, the software is delivered and
educational and training programs for the user (system
user department) are conducted.
• It is also referred to as an “approval test (acceptance
test)”

24. 6 System operation and maintenance
(1)Precautions about operation and
maintenance
(2)System maintenance
(3)System failure

25. (1)Precautions about operation and maintenance
• When performing any modification work, first backup the system
before directly modifying a program in operation.
After making the modification, conduct testing in an environment that is
equivalent to the actual environment.
• When any changes are made to a program, always record them in a
modification log.
This information may prove to be useful when investigating matters such
as fault causes. A regression test should also be conducted to
confirm that other programs are not affected by the changes.
• Always keep the complete set of documents concerning system
development (such as specifications and operating procedures) up-
to-date.
• Monitor issues such as whether there is insufficient disc space due to
an increase in data volume, and whether there is a decrease in
performance, and make improvements/address issues as necessary.

26. (2) System maintenance
Type of maintenance
• Preventative maintenance
• Scheduled maintenance
• Remote maintenance
(3)System failure
Reference
• User manual
• Document storage

27. 4-1-2 Software estimation
• Program step method
• FP (Function Point) method
• GUI
• Object orientation

28. 4-2 Software development
management techniques
4-2-1 Software development process and
methods
1 Software development methods
2 Software development models
3 Common frame

29. 1 Software development methods
Methods
• Structured method
• Object orientation
• Data oriented approach
• Process oriented approach
Reference: Agent orientation

30. 2 Software development models
• Waterfall model
• Spiral model
• Prototyping model
Reference
• Precautions about the waterfall model
• RAD: Rapid Application Development
• Reverse engineering

31. Waterfall model

32. Spiral model

33. Prototyping model

34. 3 Common frame
• is a frame that standardizes the
terminology and content of work in
software development, including planning,
development, operation, and maintenance.
• SLCP: Software Life Cycle Process

35. 4-3 Chapter quiz
4-1 When the information system department
performs the procedure of the requirements
definition, system design, programming, and
testing in the flow of software development,
which of the following most needs the
participation of the user departments?
a) Requirements definition
b) System design
c) Programming
d) Unit test

36. Q4-1. Answer a
Explanation
The requirements definition is most needed
by the user departments. It is necessary to
investigate and analyze the requirements
of user departments, and determine if the
requirements are viable for the system
targeted for development from a
cost/technical perspective.

37. 4-3 Chapter quiz
4-2 When the scale of software development
is estimated, which of the following is an
appropriate element that should be
considered?
a) Developer’s skills
b) Development organization
c) Number of screens
d) Schedule

38. Q4-2. Answer c
Explanation
The function point (FP) method is a method that can be
used to estimate the scale of software development. It
derives the degree of difficulty for the number of
input/output screens,
number of fi les used, and functions to be developed, and
converts it into a value for calculating person-hours and
costs.
A program step method is used to estimate the number of
program steps (lines) for the overall system based on
previous results.

39. 4-3 Chapter quiz
4-3 Which of the following shows part of the
phases of software development in the
order of implementation?
a) System design, testing, programming
b) System design, programming, testing
c) Testing, system design, programming
d) Programming, system design, testing

40. Q4-3. Answer b
Explanation
Software development is implemented in the
order of system design, programming, and
testing.

41. 4-3 Chapter quiz
4-4 Which of the following is the software
development model that performs the
requirements definition, system design,
programming, and testing in that order, and
checks carefully so as not to return to the
previous phase when each phase is completed?
a) RAD (Rapid Application Development)
b) Waterfall model
c) Spiral model
d) Prototyping model

42. Q4-4. Answer b
Explanation
A waterfall model is a software development
model for advancing each phase of
software development in sequence without
returning to a previous phase. Careful
checks are implemented at the end of each
phase to avoid returning to the previous
phase.

43. 5-1 Project management
• Project management
• Chapter 5 explains the processes of
project management and techniques of
project scope management.
• 1 Project
• 2 Project management

44. 1 Project
• A clear purpose is defined before the project is
initiated.
• A series of activities is undertaken to achieve the
purpose.
• Activities are executed by a temporary group.
• Persons with specialized knowledge from various
fields are assembled.
• Work that is non-routine and non-repetitive is
executed.
• Activities are undertaken using defined resources.
• The project is disbanded after achieving the purpose.

45. 2 Project management
• Initiation and planning
• Execution and monitoring
• Closing and evaluation

46. (1)Project initiation and planning
Initiate the project and plan the course of
action.
• central role in initiating the project
• initiated after the client (commissioning party) that
requests the systems development approves the
documentation that describes the project outline
• “kick-off” meeting is conducted with the “project
members” to discuss various aspects
• detailed plan is formulated and a “project plan” is
prepared.

47. (2)Project execution and monitoring
Execute the project and monitor the work
schedule, costs, and quality.
• After the project plan is completed, the project moves into
the execution phase and work begins.
• communicate with project members and the client
• monitors the performance of the project including the
progress of the project, cost, and quality.
• makes adjustments as the need arises.

48. (3)Project closing and evaluation
Close the project once the purpose is
achieved, and evaluate the work
performance and deliverables (finished
product).
• the project is closed and disbanded.
• “project completion report” is prepared.
• project completion report includes a performance evaluation of all
work (actual cost, progress, list of the final deliverables (finished
product))
• The evaluation contains information that will be useful for the next
project (the plan and actual performance, changes occurred and their
causes, and risks encountered and their countermeasures.

49. 2 Project management
• Project organization
• Milestone
• Project manager
• Project member
• Stakeholder

50. 5-1-2 Project scope management
• management technique that analyzes the
final deliverables of the project and the
work scope required, and manages the
relationship between the deliverables and
work scope.
• Project Management Body of Knowledge
(PMBOK) >> next slide

51. Project Management Body of Knowledge (PMBOK)
• international standard that provides guidelines for project
managers to execute projects in an integrated manner
using project scope management techniques.

52. 1 Scope
• the final deliverables of the project, and the
work scope required to produce the
deliverables.
• The scope is defined using a “WBS (Work
Breakdown Structure)”

53. Work breakdown structure: WBS
• chart that breaks down the work scope of the
project into detailed items, and organizes the
items into a hierarchy.
• OBS: Organization Breakdown Structure
• CBS: Cost Breakdown Structure

54. Work breakdown structure: WBS

55. 2 Time
• The estimated number of days is used to
divide the schedule for each piece of work
according to the planned delivery dates in
order to manage progress.
• based on the calculated number of
operating days, clarifying the confirmation
of progress, completion date, and
handover of each individual piece of work.

56. 2 Time
• Arrow diagrams and PERT (Program Evaluation
and Review Technique) charts are used to
prepare the schedule plan.
• A “Gantt chart” is used to illustrate the planned
schedule.
• Refer to “Chapter 1-1-2 OR (Operations
Research) and IE (Industrial Engineering)”

57. PERT Sample
work E can be started when work C and
work D are both finished.
work E can be processed seven days after
the work is started.

58. • calculation for the overall number of days required if work
C can be shortened to three days is illustrated
Work A (2 days) + Work C (5 days) = 7 days
Work B (2 days) + Work D (3 days) = 5 days
Seven days are needed until both work C and work D are finished, so
the overall number of days required is:
7 days + Work E (2 days) = 9 days.
If work C is shortened to three days, at most five days are needed until
work C and work D are finished.
Therefore, the overall number of days required is:
5 days + Work E (2 days) = 7 days.

59. 3 Cost
• The work content identified by WBS is
used to estimate the approximate cost
required.
• The estimated cost is used as the basis to
define and manage the budget.
• An “EVMS (Earned Value Management
System)” is used for cost management.

60. EVMS: Earned value management system
• technique for quantitatively evaluating the progress of a
project by comparing it with the budget and work
schedule.
• used to prepare a cost plan based on the estimated
person-hours derived from the breakdown of work from
the WBS, and the variance of the schedule and cost is
measured.
• The measured results are then analyzed to forecast work
delays and over-budgeting, and adjustments are made to
the schedule and budget.
• Person-hours represent the volume of work required for activities such as
system development.
• Person-months: Person-hours are typically indicated in person-month units.

61. 4 Quality
• Quality is maintained and improved by
defining and managing the desired quality
targets of the deliverables, which are
based on the deliverables identified by
WBS.
• quality management plan: targets, quality
maintenance and improvement plan,
quality inspection technique, review plan,
and testing method.

62. 5 Human resources
• Project members are procured based on the
deliverables identified by WBS, as well as work
scope, time, cost, and quality.
• The project team is also structured and trained
according to the deliverables and work scope.
• The success of the project hinges on manpower
and teamwork.
• prepare an optimum environment and assign the
right project members to the right positions.

63. 6 Communication
• sharing of information, and mutual
understanding between working project
members and the project manager
• E-mail is typically used for communication,
but other methods are also used to share
information within the project
• (mailing lists and using groupware) (regular
meetings >> understanding between
project members, information sharing, and
reporting on progress)

64. 7 Risk
• WBS are used as the basis for predetermining the possible locations
and types of risks that may occur, extent of the losses and the
degree of impact that those risks may entail.
• The predetermined risks should be ranked – starting with the highest
rate of occurrence
• The largest loss impact – to determine which risks should be
prioritized and dealt with.
• Integral to the process that sufficient countermeasures are prepared
in advance for the predetermined risks.
• If a risk actually arises, it is dealt with according to the course of
action that has been devised based on the risk analysis and
countermeasures.
• prepared to deal with legal issues due to the possibility of various
contractual risks that could arise.

65. 8 Procurement
• Necessary technologies and services are procured from
an external source in order to execute a project.
• The deliverables and work scope identified by WBS are
used as the basis for examining the technologies and
services that need to be externally procured, followed by
the selection of candidate suppliers.
• This process is referred to as “solicitation”
• Suppliers are typically chosen through bidding or
quotation, or they are directly designated.
• The workflow from processing orders and contracts to
receiving inspection is managed in a comprehensive
manner.

66. 9 Integration
• All of the work areas are comprehensively managed to
achieve unity in the entire project.
• Overall policies and plans for the project are formulated,
and any changes that occur during the execution of the
project are addressed.
• In some cases, new or more efficient technologies are
developed during the course of a long-term project,
requiring the ability to flexibly adapt when necessary.
• Accordingly, any new developments such as major
schedule delays, delivery date extensions, and cost
increases should be thoroughly discussed.
• In short, the overall project should be managed in a
manner that ultimately yields the desired deliverables.

67. 5-2 Chapter quiz
5-1 When one day is reduced for Activity C
and three days are reduced for Activity B in
the arrow diagram shown below, how
many days can be reduced in total?
a) 1
b) 2
c) 3
d) 4

68. Q5-1. Answer b
Explanation
The number of days required before reduction is as follows:
Work A (3 days) + Work C (5 days) = 8 days
Work B (6 days) + Work D (3 days) = 9 days
Therefore, the number of days required before reduction is nine (9)
days.
The number of days required after reduction is as follows:
Work A (3 days) + Work C (4 days) = 7 days
Work B (3 days) + Work D (3 days) = 6 days
Therefore, the number of days required after reduction is seven (7)
days.
The number of days that can be reduced is two (2) days (= 9 − 7 days).

69. 5-2 A project with 50 work items of equivalent labor was
planned to be finished in 10 days.
The fifth day is now over, and only 20 work items have been
completed so far.
By how many days is the project delayed at this point?
Here, the delay is given by the difference from the number
of days it should have taken to complete the work items
that are currently finished.
a) 1
b) 2
c) 4
d) 5

70. Q5-2. Answer a
Explanation
The plan is to complete 25 work items at the
end of the fifth day. Since the plan is to
complete five (5) work items per day, the
delay is one (1) day based on the
difference from the number of days it
should have taken to finish the work items.

71. 5-3 Which of the following is described in a
project plan?
a) Screen layout
b) Workflow
c) Schedule
d) Program structure

72. Q5-3. Answer c
Explanation
The project plan is a document that
describes various aspects such as
important project matters and the project
framework, method of advancing the work,
schedule method, and method of
management.

73. 5-4 It takes 24 days for Mr. A to complete a certain
software development and 12 days for Mr. B.
When both Messrs. A and B work together, 25% of
all the working hours in a day are needed for
preliminary discussion.
When both Messrs. A and B work together, how
many days does it take to complete the
development?
a) 6
b) 8
c) 11
d) 12

74. Q5-4. Answer c
Explanation
The workload in one (1) day for each person is as follows:
Workload in one (1) day for Mr. A = 1/24
Workload in one (1) day for Mr. B = 1/12
The workload in one (1) day if both persons work together is 3/24 (= 1/24 + 1/12).
However, since 25% is subtracted from the workload in one (1) day for preliminary
discussion, the workload in one (1) day is 3/32 (= 3/24 × 3/4).
Therefore, the workload by days is as follows:
After one (1) day = 3/32
After two (2) days = 6/32
After three (3) days = 9/32
•••
After 10 days = 30/32
After 11 days = 33/32
Therefore, the work will be completed after the 11th day.

75. 6-1 Service management
6-1-1 Service management
the act of operating an information system in
a stable and efficient manner to maintain
and improve the quality of user services.
1 IT Service management

76. 1 IT Service management
“IT service management” is a method of
management that associates the operation
of information systems with the provision of
IT service in order to facilitate stable and
efficient operations.

77. 2 ITIL: Information Technology Infrastructure Library
OGC: Office of Government Commerce
De facto standard is an industry standard that is established not through formal
approval, but through widely-accepted use within the industry.

78. (2)ITIL framework

79. Service support and Service delivery

80. 6-1-2 Service support
(1)Incident management (fault management) “close call”
An “incident” is a failure, accident or unexpected occurrence
that happens within the computer system.
(2)Problem management
(3)Configuration management
(4)Change management
(5)Release management
(6)Service desk ("help desk”, “call center”, and “user
support”)

81. 6-1-3 Service delivery
• (1)Service level management
• Service level agreement (SLA) (quality assurance
agreement)
• formed between the IT service provider and user with
respect to the management of operations, and it defines
the quality and scope of the IT services.
• Service level management (SLM)
• method of management that works to maintain and
improve the service level by measuring whether the
agreed service level is being met.

82. PDCA cycle for service level management

83. 6-1-3 Service delivery
(1)Service level management
(2)IT service financial management
(3)Capacity management
(4)IT service continuity management
(5)Availability management

84. 6-1-4 Facility management
1 System environment development
• Install an UPS as a measure against power outages and surges.
• Use OA taps that come with surge protection.
• Install information equipment in places with firm foundations and
minimal vibration to prevent it from tipping over or falling off the shelf
in the event of an earthquake.
Also consider vibration-free floors to absorb and mitigate tremors from
earthquakes.
UPS: Uninterruptible power supply
Surge protection
Security wire

85. 6-2 System audit
• 6-2-1 System audit
• 6-2-2 Internal control

86. 6-2-1 System audit
1 System audit
(1)Purpose of system audits
(2)Processes in system audits
2 Other Audit Work

87. (1)Purpose of system audits
• Whether there are safeguards in place to ensure
the reliability of the information system with
respect to failure
• Whether there are safeguards in place to ensure
the safety of the information system with respect
to disasters and unauthorized access
• Whether the information system is efficiently
contributing to the company’s management
policy and strategy

88. (2)Processes in system audits

89. (2)Processes in system audits
• Formulation of system audit plan (documented audit plans,
documented medium- and long-term plan, documented basic plan,
individual documented plans)
• Preliminary audit
• Main audit (audit evidence)
– System audit standards
– Audit trail
• Preparation of system audit report (system audit report, audit results,
general overview, strong points, suggestions, things that need to be
improved)
• Opinion exchange meeting
• Audit report meeting
• Follow-up

90. 2 Other Audit Work

91. 6-2-2 Internal control
• Internal control
• IT governance

92. 1 Internal control
involves constructing a system for the
company to engage in business activities
in an appropriate manner.
(1)Purposes of internal control
(2)Basic elements of internal control

93. (1)Purposes of internal control
●Efficiency and effectiveness
●Reliability of financial reporting
●Compliance with laws and regulations
●Protection of assets

94. (2)Basic elements of internal control
●Control environment
●Risk evaluation and response
●Control activities (Next Slide)
●Information and communications
●Monitoring
●Response to IT
- Segregation of duties
- COSO Framework (Committee of Sponsoring
Organizations of the Treadway Commission)

95. Control activities
• Identify the risks that are produced by
business processes, illegal acts, fraudulent
acts, etc.
• Identify the authority and responsibilities of
the persons in charge and work on the
segregation of duties.
• Establish rules to be followed when
responding to risks along with a system for
checking whether they are properly
implemented.

96. 2 IT Governance
• “IT governance” is a framework for
establishing an IT strategy to utilize
information systems and governing its
implementation.
IT strategy
IT governance

97. 6-3 Chapter quiz
6-1 Which of the following is appropriate as
an item for evaluating the service level to
the user of a system?
a) The cost concerning the system
development
b) The recovery time from system failure
c) The number of programs that make up the
system
d) The number of disk input/output

98. Q6-1. Answer b
Explanation
The service level refers to the scope of the quality of IT
services that are provided.
The quality and scope of the provided IT services is
stipulated in the SLA (Service Level Agreement), which is
established between the provider of the IT services and
the user for operations management based on the
agreement.
The contents of the SLA includes the scope of system
services, pricing, support hours, and recovery time if
there is a system failure.

99. 6-2 Which of the following is responsible for
receiving various inquiries, such as
operations of the product, solutions at the
time of troubles, and complaints from the
users of the system?
a) Access counter
b) Webmaster
c) Data center
d) Help desk

100. Q6-2. Answer d
Explanation
A help desk, also called a service desk, is a
window for responding to inquiries from
users.
In general, it receives various inquiries
concerning the method for using products
and services, troubleshooting methods,
requests for repairs of failures, and
response to claims and complaints.

101. 6-3 Which of the following is a characteristic
of a service desk in operations
management of information systems?
a) Inquiries are about temporary issues, so
records are not necessary.
b) Service desks passively await user
inquiries; they do not initiate
communication.
c) Service desks should be consolidated into
a single window for inquiries.
d) The scope of inquiries is limited to the
method of operations.

102. Q6-3. Answer c
Explanation
A service desk is a window for inquiries. If there are multiple windows
for inquiries, it is bothersome for users to find the right window.
Therefore, it is better to consolidate service desks into a single window.
a): Similar inquiries and user information can be ascertained through
central management of inquiry records.
b): The role of the service desk is to give out information by publishing
frequent inquiries and maintenance information.
d): The role of the service desk is to receive a wide range of inquiries
that concern information systems such as computer failures and
claims.

103. 6-4 Which of the following is the appropriate description
concerning the introduction of an uninterruptible power
supply (UPS)?
a) The highest priority device that should be connected to
the UPS is a network printer shared by each PC.
b) There is a limit in the capacity of the UPS, so the
measure to shut down within several minutes after
detecting a power failure is required.
c) The UPS has a power generation function, so it is
effective if it connects the computers, lighting, television
sets, and other appliances.
d) The UPS uses a special battery that can be used semi-
permanently, so the maintenance cost after introduction
is unnecessary.

104. Q6-4. Answer b
Explanation
A UPS (Uninterruptible Power Supply) provides backup
power to prevent interruptions in the supply of power
during a power failure or power flicker.
If there is a power failure, the UPS supplies power from the
battery.
However, the length of time it can continuously supply
power is typically around 10 to 15 minutes.
Therefore, it is necessary to act quickly to save working
data and shut down systems.

105. 6-5 Which of the following shows the steps of
system audit in the order of
implementation?
a) Planning, investigation, report
b) Cause investigation, correction, test
c) Design, programming, test
d) Requirements definition, proposal request,
proposal evaluation

106. Q6-5. Answer a
Explanation
A system audit is performed by a system auditor as
an independent third party.
It involves comprehensive verification and
evaluation of systems, in order to advise about
recommendations to the persons concerned.
A system audit is implemented in the following
order: planning, investigation, and report.

107. 6-6 Which of the following is the role of
system auditors?
a) Advising audited departments about
recommendations and measures for
improvements
b) Appointing auditors
c) Determining security policies
d) Requesting audited departments to make
improvements

108. Q6-6. Answer a
Explanation
The system audit is a comprehensive
inspection and evaluation of information
systems based on audit standards.
The role of the auditor is to advise about
recommendations and measures for
improvements.

109. 6-7 Which of the following is included in the
internal control for inhibiting an employee’s
dishonesty?
a) Publishing the information security plan of a
company on the Internet
b) Assigning separately the operator and approver
of a business task
c) Supporting events as corporate sponsors which
are held by cities, towns, and villages for
contribution to regional vitalization
d) Taking the measures against mass media to
avoid the deterioration of corporate image by the
revealed scandal

110. Q6-7. Answer b
Explanation
Internal control is the mechanism of building
a framework so that the company itself can
perform its business in a proper way.
By dividing the roles of the person who
implements work and the person who
approves work, it is possible to effectively
reduce the risk that illegal or unauthorized
acts will occur.

111. Thanks