| Task: Understand Maintenance Change Request Management Requirements |
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| The purpose of this task is to obtain a detailed understanding of the scope and requirements with respect to Maintenance Change Request Management process. This would include understanding key performance indicators, service levels, existing policies, procedures, work instructions, measurement objectives, etc. |
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Relationships
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Main Description
As the first step, it is important to study the contract and the Service Governance Plan(SGP) to understand the scope and
criteria for Maintenance Change Request Management stream. The Maintenance Change Request Manager, along with the
Engagement Manager, must understand the Client expectations and Capgemini commitment related to this stream. Types of
maintenance change requests (functional enhancements, non-functional enhancements, testing, bug fixing, documentation etc.)
which need to be supported as per the contract, must be understood. The Maintenance Change Request Manager should obtain a
clear understanding on how the measurements (in terms of Service Level Agreements (SLA), Key Process Indicators (KPI),
etc.) for this process are defined and how its performance will be monitored and reported. The Maintenance Change Request
Manager must also review and clarify any other agreements or obligations made to the Client from Maintenance Change Request
Management perspective.
The Maintenance Change Request Manager should understand the methods currently employed (by the Client or incumbent) for
maintenance change requests. This would also include workflow, tools, estimation techniques, configuration management
practices, etc.
It is suggested to obtain and review all available information on Maintenance Change Request Management process in terms of
existing policies, procedures, workload information and work instructions. These could serve as an input for planning for
this process in the engagement and may also be reused as needed. Risks and issues pertaining to Maintenance Change Request
Management should also be identified.
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