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AKC06: External Interfaces

Description:

Provides a detailed list of the external interfaces and data transfers between the application and other applications, hardware devices, or other outside organizations. Typically, these are serial data files received, created, or transmitted from within a batch process or program. Provides the support analyst a detailed list of external interfaces between the application and external environment.  This document identifies the program producing the file, record format name, frequency and relative size in records produced. This is invaluable when there is a problem or change to the interface. If a file is not produced/received, it gives a very good starting point for fault analysis.

Provides understanding of relationships to other application systems and/or outside entities. Provides information such as:

  • Organization or Application from which the interface is coming and/or going
  • Description of the interface file (Cartridge, Diskette, Tape, FTP, Serial Transmission, Serial Device, or other electronic media)
  • Run Frequency
  • Job and Step that the interface is input to or originating from
  • Location of the Copybook or other reference containing the Record Format of the interface file
  • Estimated number of records contained in a typical file or transmission

How is it used?

Provides the support analyst a detailed list of external interfaces between the application and external environment. This could be other applications, files sent to other organizations out side the business, schedules. This document identifies the program producing the file, record format name, frequency and relative size in records produced. This is invaluable when there is a problem or change to the interface. If a file is not produced/received it gives a very good starting point for fault analysis.

Why is it important?

(1) Corresponds to the “Application Dependencies” Content area;
(2) During interviews, TD SME’s expressed concern that in some of the current documentation “Interfaces is completely missing”
(3) Provides understanding of relationships to other application systems and/or outside entities
(4) Provides information such as:

  • Organization or Application from which the interface is coming
  • Organization or Application to which the interface is going
  • Description of the interface file (Cartridge, Diskette, Tape, FTP, Serial Transmission, Serial Device, or other electronic media)
  • Run Frequency
  • Job and Step that the interface is input to or originating from
  • Location of the Copybook or other reference containing the Record Format of the interface file
  • Estimated number of records contained in a typical file or transmission

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IT Support Services Comments

  • Bob Anderson: Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the ...
  • Bob Anderson: Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Compute...
  • Bob Anderson: Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you...
  • Bob Anderson: Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on...
  • Bob Anderson: Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, an...

ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
Question :
Answer :
Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
Question :
Answer :
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM  were not really initially inter...
Question :
Answer :
Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
Question :
Answer :
Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
Question :
Answer :
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...