This paper investigates some of the unique characteristics of the software application maintenance & support function. It attempts to capture the important aspects that need to be considered when planning to implement processes or process systems in an IS/IT organization.
The scenario assumed is of a typical in-house maintenance function or department, and not one of out-sourced nature. The scope of the activities addressed here-in pertains to a maintenance & support function that is entrusted with M&S items or requests that need the supported system or application to be fixed or modified in some way. It does not speak to activities pertaining to level 1 support organizations such as call centers.
