2.1.6 Phase 6: Monitoring & Maintenance

Basics

Deployment is not a “one and done.” Hopefully, your department’s deployments will be well planned and adequately tested so they are successful. Even successful deployments require monitoring, and sometimes maintenance to handle issues that may arise during or following deployment.

You should know the following terms:

  • Documentation
  • Monitoring
  • Patches and patch management
  • Software audits
  • Troubleshooting

The software deployment process extends beyond the initial rollout. This ongoing effort ensures the software remains effective and delivers desired results. 

  • Monitoring. Continuous monitoring of performance and functionality is essential, addressing any emerging issues promptly. Regular updates, patches, upgrades, or configuration changes may be implemented as part of monitoring and maintenance practices.

  • Post-Deployment Support. Level 1 techs are often called upon to provide support to users immediately after deployment to resolve any issues and ensure smooth adoption of the new software. 

  • Troubleshooting. This ongoing phase involves identifying and resolving any issues that arise during or after deployment. Level 1 Technicians provide front-line support, escalating complex issues to System Administrators or specialized technicians. 

  • Regular Audits. Conduct regular audits of software and licenses to ensure only approved software is installed on district-provided devices and that its use complies with licensing requirements..

  • Patch Management. Schedule and deploy patches regularly to keep systems secure.

  • Incident Documentation. Document all incidents and resolution steps to build a knowledge base for future reference.

Level 1 Technicians are often an invaluable component of support during the monitoring and maintenance phase and may be asked to:

  • Helping to plan for and schedule updates to minimize disruption to users;

  • Provide front-line support to students, teachers, and staff during and after software deployment; 

  • Keep an updated inventory of software licenses to ensure compliance; 

  • Monitor license expiration dates and handle renewals in a timely manner; and

  • Use diagnostic tools to troubleshoot and resolve common issues. Escalate complex problems to higher-level technicians.

Complete the following task or self-assessment:

If not already available in your department’s knowledge base, consider compiling a list of frequently asked questions and common troubleshooting steps to assist with future deployments.