Table of Contents
How to Effectively Use This Book
Chapter 2 Project Management Versus IT System Maintenance
Chapter 3 Outsourcing: The New Challenge
So Why Is Outsourcing Included in This Book?
Chapter 4 Scope of Maintenance
Policies, Procedures, and Other Documents
Chapter 5 Service Level Agreement
How to Judge the Quality of an SLA
Chapter 6 Service Breakdown Structure
Approach 2: New Maintenance Team Established after a Project Team
Approach 3: Service Breakdown Structure
Transition to Existing Maintenance Team
Create New Maintenance Team as Part of Transition
Maintenance of the Documentation
Maintenance/Project Team Structure
Providing Work Tracking Access to the Users
Chapter 13 Incidents, Defects, and Enhancements
Customer Categorizing Enhancements as Defects
Grouping Fixes and Enhancements
Test Case and Script Development
Chapter 15 Metrics—Overall Control
Maintenance/Project Difference
Chapter 16 Configuration Management
Chapter 18 Communication and Beyond
Developing a Communications Plan
Politics—Beyond the Communication Plan
Floundering at a Program Meeting
Political Planning and Tactics
Risk Management for Maintenance
Risk: Loss of Maintenance Knowledge
Risk: Loss of Business Continuity
Risk: New Governmental Regulations
Part V Assessing and Closing Processes
Chapter 20 Peer Reviews and Formal Audits