Assuring Software Quality Conformance for Operation Services

The main factor responsible for the long and successful service of a software system is the quality of user support and maintenance services. The software maintenance department that adopts the software maintenance maturity model (SMMM) (a model for the operation phase) gradually implements the quality assurance (QA) processes and, according to the model, achieves improved capability to perform software maintenance tasks. The contribution of an organization's management to the quality of the various proposed operation services, namely, user support and maintenance services, begins in the early preparation stages of the service provision and continues with performance follow‐up. The following main processes are applied by the management: software operation contract review, software operation plan, software operation progress control, software operation metrics, and software operation services quality costs. The performance of software maintenance process (SMP) is controlled, documented, and reviewed, and conformance to the SMPs is assessed.