Covering Software Maintenance Development And Technical Support Process Management Research

Software maintenance needs70%to80%in the whole software lifetime, so it is veryimportant. With the information degree is developing more and more repaid in enterprise,software maintenance service is also becoming more and more important. Softwaremaintenance services need to cover software development and technical support. How tobalance both of them: arrange resources and improve efficiency, to help team member to getrid of the states of “the fire brigade”, it is necessary to do effective process management.In this paper, it used the example of database monitoring software service team, toanalyze the situation of the existing process management. It is based on the general processmodel in ITIL (Information Technology Infrastructure Library), to research processmanagement from the three aspects: process control, process capability and process workflow.About the processes management framework based on ITIL, optimize and design the processmanagement which includes the development of software maintenance and the supporting oftechnical services.First, it is necessary to manage the target and performance of process control. Theprocess target management is to standard member`s behavior, to allocate human resource andto improve work efficiency. Then performance management is to evaluate the process resultvia KPI (Key Performance Indicator), and it should be re-evaluated and improved when theperformance is lower than the baseline.Second, it is necessary to manage the roles, resource and team of process capability.Role management is to decide the roles and responsibility in process. Resource managementis mainly to manage the human resource, which need to base on SLT (Situational LeadershipTheory), and then from the ability and the willingness to take the different method for the different level members. According to the SLT, to classify and do differential training, andanalyze the risk from different level member and setup the method to deal with. Teammanagement is focus on team communication and conflict. For team communicationmanagement combine the communication method of real team and virtual team, setup thesuited communication management method to ensure communication effects. For conflictmanagement is to analyze the main conflicts and try our best to resolve and decrease them.Finally, according to principle of process, considering the team condition, based on theITIL process framework, to re-modify and optimize.Implement the optimized process, to describe the detail of applying process as the detailproject for example, and to evaluate the performance target, to compare with the result beforeoptimizing, to verify the result after optimizing. Currently, based on the database monitoringsoftware service team has get out from the chaotic situation. To make team more strong, andwith the development of business and organization, process management still need to beimproved.For IT service industry, ITIL as a mature and successful applying and public framework,is very worth to study and have a reference. Different process management is applied indifferent organization and project. Therefore, this paper is based on ITIL framework andprocess, from the process external and internal aspects, to research and optimize according toteam-shelf situation to setup the suitable process for team, which provides the reference forother IT service team.