Software Maintenance Management

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1 Software Maintenance Management Evaluation and Continuous Improvement Alain April Alain Abran IEEE COMPUTER SOCIETY iwiley- INTERSCIENCE A JOHN WILEY & SONS, INC., PUBLICATION

2 Contents Foreword Thomas Pigoski Foreword Ned Chapin Preface xiii xv xvii 1 Maintenance Issues and Related Management Approaches Introduction Issues in Software Maintenance Users'Perceptions of Software Maintenance Issues Maintainers'Perceptions of Software Maintenance Issues Software Maintenance Body of Knowledge Software Maintenance Definition Differences Between Operations, Development, and Maintenance Which Organization is Responsible for Software Maintenance? Software Maintenance Standards Software Maintenance Process and Activities Software Maintenance Categories Maintenance Measurement Maintenance Process Measurement Software Product Measurement Service Measurement Internal Service-Level Agreement Maintenance Service Contracts External Service 32 Agreement Outsourcing Agreements Software Maintenance Benchmarking Summary Exercises 38 2 Maturity Models in Software Engineering Introduction 41

3 vi Contents 2.2 Overviewof Basic Concepts (Process and Maturity) Does CMMi Cover Software Maintenance Adequately? Difference Between Maturity Model, Quality Standards, and 46 Evaluation Method Choosing Between ISO9001 and CMMi The Evaluation Method Evaluation Types How is a Maturity Model Designed? The Trillium Design Process ISO Design Process CMMi for Services Design Process Summary Initial Validation ofa Maturity Model IT Service CMM Model Initial Validation Approach CM 3 Model Initial Validation Approach ISO Model Initial Validation Approach CMMI for Services Model Initial Validation Approach Maturity Model Validation, Conclusion What is the Typical Architecture of Maturity Models? CMMi Model Architecture The ISO (SPICE) Model An Inventory of Software Engineering Maturity Models Summary Exercices 66 3 Foundations of the S3 m Process Model Introduction Context of Software Maintenance Proposed Classification of Software Maintenance Processes Software Maintenance Operational Processes Software Maintenance Support Processes Software Maintenance Organizational Processes Identification of Process Domains and Key Process Areas in 76 Software Maintenance 3.5 Summary Exercises 81 4 Process Management Domain Overview Maintenance Process Focus KPA Goals ofthis KPA Links with Other KP As Expected Results ofthis KPA Maintenance Processes/Services Definition KPA Goals ofthis KPA 87

4 Contents vn Links with Other KP As Expected Results from this KPA Maintenance Training KPA Goals of this KPA Links with Other KP As Expected Results from this KPA Maintenance Process Performance KPA Goals of this KPA Links with Other KP As Expected Results from this KPA Maintenance Innovation and Deployment KPA Goals of this KPA Links with Other KP As Expected Results from this KPA Summary Exercises 93 5 Event/Request Management Domain Overview Event/Request Management KPA Goals of this KPA Links with Other KP As Expected Results from this KPA Maintenance Planning KPA Goals of this KPA Links with Other KP As Expected Results from this KPA Request/Software Monitoring and Control KPA Goals of this KPA Links with Other KPAs Expected Results from this KPA SLA and Supplier Agreement Management KPA Goals of this KPA Links with Other KPAs Expected Results from this KPA Summary Exercises Evolution Engineering Domain Overview Predelivery and Transition Services KPA Goals of this KPA Links with Other KPAs Expected Results from this KPA Operational Support Services KPA 111

5 viii Contents Goals ofthis KPA Links with Other KPAs Expected Results from this KPA Software Evolution and Correction Services KPA Goals ofthis KPA Links with Other KPAs Expected Results of this KPA Verification and Validation KPA Goals ofthis KPA Links with Other KPAs Expected Results of this KPA Summary Exercises Support for the Evolution Engineering Domain Overview Configuration and Version Management KPA Goals ofthis KPA Links with Other KPAs Expected Results ofthis KPA Process, Service, and Software Quality Assurance KPA Goals ofthis KPA Links with Other KPAs Expected Results ofthis KPA Maintenance Measurement and Analysis KPA Goals ofthis KPA Links with Other KPAs Expected Results ofthis KPA Causal Analysis and Problem Resolution KPA Goals ofthis KPA Links with Other KPAs Expected Results ofthis KPA Software Rejuvenation, Migration, and Retirement KPA Goals ofthis KPA Links with Other KPAs Expected Results ofthis KPA Summary Exercises Process Management Maintenance Process Focus Detailed 130 B.l Level B.l Level B.l Level 2 131

6 Contents ix 8.2 Maintenance Process/Service Definition Detailed 135 B.2 Level B.2 Level B.2 Level Maintenance Training Detailed 138 B.3 Level B.3 Level B.3 Level Maintenance Process Performance Detailed 144 B.4 Level B.4 Level B.4 Level Maintenance Innovation and Deployment Detailed Exemplary 146 Practices B.5 Level B.5 Level B.5 Level Event/Request Management Domain Event/Request Management KPA Detailed 150 C.l Level C.l Level C.l Level Maintenance Planning KPA Detailed 151 C.2 Level C.2 Level C.2 Level Requests/Software Monitoring and Control KPA Detailed 159 C.3 Level C.3 Level C.3 Level SLA and Supplier Agreements Management KPA Detailed 162 C.4 Level C.4 Level C.4 Level Evolution Engineering Domain Predelivery and Transition to Software Maintenance KPA 170 Detailed D.l Level D.l Level D.l Level 2 170

7 x Contents 10.2 Operational Support Services KPA Detailed Exemplary 175 Practices D.2 Level D.2 Level D.2 Level Software Evolution and Correction Services KPA Detailed 178 D.3 Level D.3 Level D.3 Level Verification and Validation KPA Detailed 182 D.4 Level D.4 Level D.4 Level Support to Evolution Domain Configuration and Change Management Detailed 188 E.l Level E.l Level E.l Level Process, Service, and Software Quality Assurance Detailed 190 E.2 Level E.2 Level E.2 Level Maintenance Measurement and Analysis Detailed 193 E.3 Level E.3 Level E.3 Level Causal Analysis and Problem Resolution Detailed 195 E.4 Level E.4 Level E.4 Level Software Rejuvenation, Migration, and Retirement Detailed 197 E.5 Level E.5 Level E.5 Level Assessment Process, Assessment Tool, and Case Studies of the 203 UseofS3 m 12.1 Evaluation Process and Support Tools 203

8 Contents xi 12.2 ExampleofEvaluation Results Four Case Studies Using S3 m Contributions to the Definition of Software Maintenance Contributions to the Definition of the Service Level 210 Agreement (SLA) Contributions to Software Product Quality Assessment 211 During Predelivery and Transition Contributions to the Improvementof a Very Small 213 Maintenance Function 12.4 Summary Summary The Maintenance Issues Revisited Questions 1 and 2 Is Maintenance a Specific Domain of 224 Software Engineering? 13.3 Question 3 Does the CMMi Adequately Address Software 225 Maintenance? 13.4 Question 4 What Would the Architecture of a Software 225 Maintenance Maturity Model Look Like? 13.5 Question 5 How Can Such a Model be Used in Practice? Lessons Learned and Contributions Further Reading 226 Appendix A Maintenance Standards Models and Enhancement 227 Proposal A. 1 Software Maintenance Standards 227 Appendix B Term Assignment for Students 231 Appendix C Acronyms and Glossary 235 References 285 Index 301 About the Authors 313

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