The institution carries out ICT operations to enable the use of the master data system in compliance with the corresponding service-level agreements (SLAs).
The institution continuously monitors the availability and performance of the master data systems. Interruptions and malfunctioning of the master data systems should be prevented by setting up alarms that would warn the ICT team of an SLA violation (i.e. event, incident or problem).
Guideline code
ICT_06700
Mechanism
Mechanism
- The Master Data Governance Committee should put into practice the necessary measures to ensure the business continuity of the master data operations.
- The Master Data Stewardship Council should:
- Determine the threshold for the system performance indicator according to the SLA in order to ensure the business continuity of the master data operations;
- Establish continuous monitoring and alarms on SLA-related indicators for the master data operations;
- Define prevention plans such as high-availability configurations on different sites and redundancy of the most critical resources;
- Define contingency plans such as activation of hot sites to enable the continuity of the master data operations.
- The ICT unit should analyse the implications and requirements of operating the master data system. Some aspects to take into account are:
- Intensive use of the system by a large number of software applications in the institution, some of which are critical;
- Eventual 7-day and 24-hour operations due to e-services accessing the master data.
- The ICT unit should carry out the master data system operations as part of the institution’s ICT operations management and service delivery activities. This also includes: managing technical support, service desk and request fulfilment, as well as events, incidents and problems.
Structure
Structure
- The Master Data Stewardship Council and the ICT unit should establish the infrastructure required to support the master data operations as well as to respond to eventual master data system interruptions or malfunctioning. This includes analysis and assessment of the economic and technical implications as well as those related to human resources.
- The management, based on the assessment of the ICT unit, should define roles and responsibilities involving the operation of the master data system.
- The implementation of master data system operations should follow institutional ICT management and operations processes, Section A.4, ICT Service Delivery, and underlying international practices such as ITIL® and ISO 2000 to design the business continuity of the master data operations.
Title HTML
Guideline 51. Operations to comply with SLAs on master data systems
Type
Guideline_1
Weight
70