When a maintenance change request is received, the first step is to gather and understand requirements of the maintenance
change request. The Maintenance Change Request Manager must raise queries (if any) pertaining to the requirements from the
source of the maintenance change request. In most cases, maintenance change requests are either received directly from the
Client or from Change Management stream. The maintenance change request must be validated against the scope of agreed
service as per contract. In case the maintenance change request is a bug reported by the Client, the bug should be
reproducible.
Based on the initial requirement understanding, the Maintenance Change Request Manager must proceed with the planning
activities of maintenance change request. Right estimation technique should be used to arrive at the size, effort, schedule
and cost estimates of the maintenance change request. The Maintenance Change Request Manager should coordinate with the
Release Manager to schedule the release activities. The schedule must then be communicated to all relevant
stakeholders.
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