1. Identify a tool that provides assistance during the operation and support phase. Summarize the benefits and limitations of this tool. (For example some students chose: Fluke Tester (Cable Tester); Wireshark).

Prof comment to this question: "Systems support and security (better known as maintenance) is the focus of Chapter 12. This part of the lifecycle generally lasts the longest, so automation con make a huge difference in efficiency and effectiveness.

Please identify a relevant tool. It con be one that's specifically designed for maintenance activities, or it can be a more general one that's useful in some way. Explain how this tool helps during the maintenance processes, and where it might fall short.

2. Propose a scenario where 2 maintenance requests of different types are competing for attention from the system maintenance staff. How would you decide which one should be addressed first?

Explain Prof comment to this question: There's only so much work that the support staff con accomplish in a day. Push them too hard and they'll start making mistakes.

It's pretty common to have more requests in the queue than resources to address them. I'd like you to think about how you would pick from different types of requests when you can do only one at a time.