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Step 5: Operations & Maintenance Process

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After completion of the product, operations support needs to be provided, and maintenance/ support may need to be provided to end users.

Post-Delivery Support

  • Operations (web or server software). Depending on the product, an ongoing operations plan will be necessary to address:
    • User account creation
    • Database updates and backups
    • Server maintenance
    • Hardware obsolescence

Maintenance Process

As part of your life-cycle management plan you should have addressed how to address user support and errors.

If there is a critical bug that needs to be corrected, there is an expedited process for addressing the bug:

  1. Project Manager must notify SQA that a bug fix release will be submitted and to archive the current release in distribution.

  2. Developer fixes the bug and in both the application and documentation, must:

    • Increment the software version number (i.e., Version 1.0 to Version 1.01 or Version 1.1)
    • Provide a new SAP Material ID #
    • Update the copyright year
  3. In addition, the Project Manager and/or developer must write a bug fix release statement describing:

    • Specific changes that were made to address the bug
    • Development testing performed (including regression testing done) to check that the changes worked
    • How SQA will test the changes
  4. Project Manager submits the bug fix release to SQA for testing. The package consists of:

  5. SQA tests and approves the bug fix for distribution.

  6. EPSC distributes the approved bug fix release.

  7. EPSC works with Project Manager to notify customers that a new bug release is available.

Other normal software improvement activities will follow the full software development process.

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