Maintenance Services
Maintenance Services Overview:
Single-source maintenance services designed to help keep your multivendor environment operating at peak performance.
Hardware and application maintenance services are critical to keep your systems running. Explore the services tab to see how we can be
available 24x7 to
support your needs for continuous system availability.
Our comprehensive hardware maintenance and warranty services are designed to protect your multivendor environment
during both in-warranty and post-warranty periods. Whether you want to upgrade your service for in-warranty machines
or extend your post-warranty maintenance services coverage, we offer experienced technicians, an extensive parts network, and
flexible maintenance service level options designed to meet your specific business needs. Check out our Warranty Services and
Maintenance Service Options, or browse all Maintenance services via the Services folder tab.
Supporting disciplines, Configuration management Documentation, Quality assurance (SQA), Project management, User experience design.
In software engineering, software maintenance is the modification of a software product after delivery to correct faults,
to improve performance or other attributes, or to adapt the product to a modified environment.”(ISO/IEC 14764).
This international standard describes the 6 software maintenance processes as:
The implementation process contains software preparation and transition activities, such as the conception and creation of the
maintenance service plan, the preparation for handling problems identified during development, and the follow-up on product configuration management.
The problem and modification analysis process, which is executed once the application has become the responsibility of the
maintenance services group. The maintenance programmer must analyze each request, confirm it (by reproducing the situation)
and check its validity, investigate it and propose a solution, document the request and the solution proposal, and, finally,
obtain all the required authorizations to apply the modifications.
The process considering the implementation of the modification itself.
The process acceptance of the modification, by checking it with the individual who submitted the request in order to make sure
the solution provided a solution.
The migration process (platform migration, for example) is exceptional, and is not part of daily maintenance tasks. If the software
must be ported to another platform without any change in functionality, this process will be used and a maintenance project team is
likely to be assigned to this task.
Finally, the last maintenance process, also an event which does not occur on a daily basis, is the retirement of a piece of software.
There are a number of processes, activities and practices that are unique to maintainers, for example:
Transition: a controlled and coordinated sequence of activities during which a system is transferred progressively from the developer to the maintainer;
Service Level Agreements (SLAs) and specialized (domain-specific) maintenance contracts negotiated by maintainers;
Modification Request and Problem Report Help Desk: a problem-handling process used by maintainers to prioritize, documents and route
the requests they receive;
Modification Request acceptance/rejection: modification request work over a certain size/effort/complexity may be rejected by
maintainers and rerouted to a developer.
A common perception of maintenance Service is that it is merely fixing bugs. However, studies and surveys over the years have
indicated that the majority, over 80%, of the maintenance effort is used for non-corrective actions (Pigosky 1997). This perception
is perpetuated by users submitting problem reports that in reality are functionality enhancements to the system.
Software maintenance services and evolution of systems was first addressed by Lehman in 1969. Over a period of twenty years,
his research led to the formulation of eight Laws of Evolution (Lehman 1997). Key findings of his research include that maintenance
is really evolutionary developments and that maintenance decisions are aided by understanding what happens to systems (and software)
over time. Lehman demonstrated that systems continue to evolve over time. As they evolve, they grow more complex unless some
action is taken to reduce the complexity.
E.B. Swanson initially identified three categories of maintenance services: corrective, adaptive, and perfective. These have since
been updated and ISO/IEC 14764 presents:
Corrective maintenance services: Reactive modification of a software product performed after delivery to correct discovered problems.
Adaptive maintenance: Modification of a software product performed after delivery to keep a software product usable in a changed or
changing environment.
Perfective maintenance: Modification of a software product after delivery to improve performance or maintainability.
Preventive Maintenance Services or
Preventive Maintenance:
Modification of a software product after delivery to detect and correct latent faults in the software product
before they become effective faults.
The key software maintenance services issues are both managerial and technical. Key management issues are: alignement with customer
priorities, staffing, which organization does maintenance services, estimating costs. Key technical issues are: limited understanding,
impact analysis, testing, maintainability measurement.
Software Maintenance Service Capability Maturity models which address the unique processes of the software maintainers are described
in the Software Maintenance Maturity Model (S3M), The corrective maintenance maturity model (Kajko-Mattsson 2001), the IT Service CMM
and to be released CMMi for Services (SEI 2008).
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