Systems Maintenance Offering
Systems maintenance and support begin after a product is successfully deployed for operational use.
The primary goal is to ensure the product’s quality, reliability, and alignment with its intended purpose.
Maintenance is ideally driven by an agile approach, leveraging user feedback channels, a ticketing system, and a product backlog to group, prioritise, plan, and manage maintenance tasks effectively.
Key maintenance activities:
Ticket Collection
Maintain a centralised database to log all support tickets, security findings, audit results, change requests, and other relevant issues.
Ticket Analysis
Evaluate and categorise each incident, problem, or service request and prioritise the tickets or close rejected tickets.
Authorise Ticket
Authorise the solution for implementation and monitor progress to ensure timely resolution.
Change Approval
Approve and communicate the fix or change before it is implemented.
Review and Verify
Review and verify that service is fulfilled or the incident/problem is resolved.
Ticket Closure
Close the ticket once the issue is fully addressed.