Take over from Development
By Jan Verlaan on Thursday 18 August 2011, 10:56 - Maintenance Policies - Permalink
When Maintenance is not part of Development the transfer of a released product need to be arranged well.
The following need to be arranged and is the responsibility of Development:- Knowledge Transfer to Maintenance Engineers on a Technical Level
- Knowledge Transfer to Support Analysts and Maintenance Engineers on a Functional Level
- Transfer of the product from a Development Server to a Support and Maintenance Server
- Activation of an Operational System to start up Support and Maintenance straight away
- Transfer of the product documentation
When a product transfer is not done properly Support and Maintenance will not be able to provide the correct service levels to the customers. Money is lost. Development is responsible for this loss when one of the above points is not arranged well.
Transfer of product documentation
Product documentation is vital for Support and Maintenance. If not available you have to distrurb Development frequently to get clarification about functionality. When a product is released to the market the product documents have to be available. Availability it self is not enough if the content sucks, which often is the case. Set criteria for documentation delivered by Development.
The following documents need to be delivered by Development:
- User Manuals
- Reference Manuals
- Product Tutorials
When Service packs are delivered Release Notes have to be delivered to customers to explain the content in detail of the released pack.