Avoid upgrade headaches
Updated: June 3, 2005
By Peter Marcus
So it's time to upgrade your business software. Not to worry. Upgrading doesn't have to be a headache. With the right preparation, your upgrade can be smooth and, for the most part, trouble-free.
1. Conduct a site survey
First step, make a plan. Scope out your entire upgrade project. If your organization will be working with a consultant, or value-added reseller, get them on board from the beginning.
Developing a methodology stands as the foremost key to success. As Nancy Hogan, technical support manager at Aston Business Solutions, an Ann Arbor, Michigan-based Microsoft Partner explains: "We have the client fill out a site survey, which then becomes the template for the whole upgrade project and helps us determine both the budget for the project and whether the client needs to purchase new hardware."
The site survey provides the company a "map" of every server, workstation, printer, and software application. Where most companies run into trouble in the upgrade process is by not prepping enough. Take into account every piece of software that integrates with the application you're upgrading. "A lot of companies run into the same pitfall," says Kelly Youells, escalation engineer on the environments technical support team at Microsoft Business Solutions. "They get the upgrade rolling, and then they forget about additional products and third-party software applications that have to integrate with the new software."
Stakeholders, from IT specialists to department heads who must communicate with each other, should all be involved in the creation of the site survey, adds Hogan. "For example, only a few people in the accounting department run the check-writing program," she says. "So they may be the only ones who know what different software integration applications they are using for their work, and what third-party applications will ultimately need to interface with the upgraded software." Communication with all business units about any necessary software customization is crucial.
2. Understand your upgrade path
Next step, know your upgrade path. It may not be possible to simply upgrade from older versions of a software program to the latest version. If a company is upgrading to Microsoft Business Solutions—Great Plains 8.0, for example, they must first get their current version of the application up to either version 7.0 or version 7.5 before upgrading to version 8.0. Not to worry, though, these incremental steps can all be taken as part of the same upgrade process.
3. Delegate duties
Another important component of a successful upgrade is the designation of project roles. Appoint representatives to the project so that everyone knows who is responsible for file maintenance, backup, and testing. Identify these representatives before the project begins.
4. Test, test, then test again
A test environment is vital. "Take the time to set up a test environment and test the update," Youells says. "It's a lot easier to work out issues in an environment that's outside the production environment." If you don't create a test environment, work can grind to a halt if a server or software application crashes during an upgrade. "My biggest piece of advice is to make a backup," she adds.
5. Don't rush it
The upgrade process alone can cause major changes to your system infrastructure. Have a sound project plan in place before moving forward, particularly if the upgrade involves multiple processes. As long as the project plan is followed, the upgrade should proceed smoothly.
Both Youells and Hogan agree that planning early provides the best results. Hogan advises companies to recognize that upgrading a major business application requires a fair amount of planning up front: "The more time you spend in the planning stage on the front end, the less work that needs to be done on the back end and the better chance for a successful upgrade." Companies that develop a comprehensive site survey, identify the key players, and make sure everyone knows their role, will save time and money.
Peter Marcus is a freelance technology writer based in San Francisco.
