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Assessment of Maintenance using a Software Maintenance Maturity

Model (S3m)

Article · January 2006

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Alain Abran

École de Technologie Supérieure

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Alain April

École de Technologie Supérieure

141 PUBLICATIONS 1,210 CITATIONS

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1

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Software Engineering

Research Lab.

Alain Abran In cooperation with Alain April

October 19, 2006 École de Technologie Supérieure – Université du Québec

Assessment of Maintenance using a Software Maintenance Maturity Model

(S3m)

2

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Research Lab.

List of Topics

1) Background

2) Overview of the S3m model

3) Examples of use

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Research Lab.

CMM and CMMi focus Software Development and Maintenance Projects

Teams of developers

Software Maintenance Processes (SWEBOK) ? Transition

Service Level Agreements

Acceptance/Rejection of Change and Corrective Requests

Planning Maintenance activities

Supporting operational software

Background

http://www.swebok.org/

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Previous Work

Year Software Engineering CMM proposals 1991 Bootstap 1992 Trillium 1993 CMM© 1994 Camélia, automated testing (Kra94) 1996 TMM (Bur96), Zit96, Dov96 1997 Som97 1998 Esi98, Top98, Baj98 1999 Wit99, Vet99, Sch99 2000 Cob00, Str00, Bev00, Lud00 2001 Kaj01d & 01e, Ray01, Sch01, Luf01, Tob01, Sri01 2002 CMMi©, Nie02, Mul02, Vee02, Pom02, Raf02, Sch02, Ker02,

Cra02

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Software Development

Initial Transition

Support Development projects 2

Application Software

Maintenance


Maintenance


Maintenance


Maintenance


Maintenance Software

Maintenance

Infrastructure and Op e rations Infrastructure

and Op e rations

3

Infrastructure and Op e rations Infrastructure

and Op e rations Infrastructure

and Op e rations Computer

Operations

Problem Resolution communications

3

S3m Context (Scope)

Status

1 Help Desk

Customers

and Users

problem tickets

Service Level Agreement, Maintenance services

failure Request

Suppliers

4

6

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Research Lab.

List of Topics

1) Background


3) Examples of use

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Research Lab.

S3m Process Model

Op

erati

on

al

Pro

cess

es

Issue and Request

Management

Version Restart and Upgrades

Operational Support Service

Corrective Service

Evolutive Services

Production Surveillance

Op

erati

on

al

Pro

cess

es

Issue and Request

Management

Event and Service Request

Management

Versions and

Upgrades


Corrective Service

Evolutive Services

Operational Support

Corrections

Evolutions

Monitoring

Control

Software Evolution Engineering

and

Op

erati

on

al

Pro

cess

es

Issue and Request

Management

Version Restart and Upgrades


Corrective Service

Evolutive Services

Production Surveillance

Op

erati

on

al

Pro

cess

es

Predelivery and

Transition

Issue and Request

Management

Event and Service Request

Management

Changes Monitoring


Corrective Service

Evolutive Services

Operational Support

Corrections

Evolutions

Rejuvenation,

Retirement Migration,

Op

s. S

up

port

Pro

cess

es

Maintenance Training

Maintenance Planning

Causal Analysis and

Problem Resolution

Software Rejuvenation

and Retirement

Verification - Validation

Op

s. S

up

port

Pro

cess

es





Causal Analysis and

Problem Resolution


and Retirement


Migration Retirement



Op

s. S

up

port

Pro

cess

es



Causal Analysis and

Problem Resolution


and Retirement


Op

s.

Su

pp

ort


Configuration and Version

Management


Documentation

Causal Analysis and

Problem Resolution


and Retirement

Verification

and Validation

Quality Assurance

Process and Product

Process and Product

Reviews

and Audits

Measurement Process

Purchasing

and Human

Resources

Org

an

izat

.

Pro

cess

es

Measurement

Management

Process Process

Improvement

Purchasing

and Human

Resources

Org

an

izat

.

Pro

cess

es

Configuration

Software Definition and and Analysis

Maintenance of

Measurement Process

Purchasing

and Human

Resources

Org

an

izat

.

Pro

cess

es

Measurement

Planning

Process

Improvement

Human

Resources

and Training

Org

an

izat

.

Pro

cess

es

Maintenance Definition and and Analysis

Maintenance of

Innovation

and

Deployment

Purchasing,

Supplier

Agreement

and SLA

Management Improvement

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Architecture alignment to CMMi

SM CMM Process Domains

Process Management

Maintenance Request Management

Evolution Engineering

Support to Evolution

Engineering


Process Management




Engineering

CMMi Process Domains

Process Management

Support

Project Management

Eng ineering

CMMi Process Domains

Process Management

Support

Project Management

Eng ineering

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Research Lab.

S3m – Resulting KPA’s

Key Process Areas of Software Maintenance Key Process Areas of Software Maintenance

1 - Maintenance Process Focus 2 - Maintenance Process /Service definition 3 - Maintenance Training 4 - Maintenance Process Performance 5 - Maintenance Innovation and deployment

1 - Maintenance Process Focus 2 - Maintenance Process /Service definition 3 - Maintenance Training 4 - Maintenance Process Performance 5 - Maintenance Innovation and deployment

1 - Request & Event Management 2 - Maintenance Planning 3 - Monitoring & Control of maintenance requests 4 - SLA & Supplier Management 5 -

1 - Request & Event Management 2 - Maintenance Planning 3 - Monitoring & Control of maintenance requests 4 - SLA & Supplier Management 5 - Quantitative Maintenance Management

1 - Transition 2 - Operationnal Support 3 - E volution & Correction of software 4 - Verification and Validation

1 - Transition 2 - Operational Support 3 - Evolution & Correction of software 4 - Verification and Validation

1 - Configuration Management 2 - Process and Product Quality Assurance 3 - Measurement, Decision Aanalysis 4 - 4 - Rejuvenation /Retirement Engineering

1 - Configuration Management 2 - Process and Product Quality Assurance 3 - Measurement, Decision Analysis 4 - Problem Management and Causal Analysis 5 - Rejuvenation /Retirement Engineering


Process Management




Engineering


Process Management




Engineering

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Level Level Name Risk Interpretation

0 Non-Existent highest no sense of process

1 Initial Very high ad-hoc maintenance

2 Repeatable High basic request-based

3 Defined Medium state of the art

4 Managed Low advanced measures

5 Optimized Very Low advanced improv.

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S3m Model in numbers

4 Process Domains

18 KPA’s

74 Roadmaps

443 Practices with supporting text and

references

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S3M – Roadmaps

Evolution Engineering Evolution Engineering

A domain

1 - Transition 2 - Operationnal Support 3 - E volution & Correction of software 4 - Verification and Validation

1 - Transition 2 - Operational Support 3 - Evolution & Correction of software 4 - Verification and Validation

its KPAs

describe different aspects of a KPA

1) Communications with the developer, the owner and

the purchasing agent.

2) Management of the transition process.

3) Control of training and knowledge transfer during

transition

4) Prepare documentation transfer (includes source

code and outstanding problem reports)

5) Participate in user and acceptance tests

its Facets

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List of Topics

1) Background


3) Examples of use

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S3m Usage

1

Managed

Processmanagement

Requestmanagement

EvolutionEngineering

Support toEvolution

Engineering

Performed

Mat

urit

y L

evel

SM

MM 2

FullyAchieved

LargelyAchieved

Partiallyachieved

Notachieved

12

1

Managed

Processmanagement

Requestmanagement

EvolutionEngineering

Support toEvolution

Engineering

Performed

Mat

urit

y L

evel

SM

MM 2

FullyAchieved

LargelyAchieved

Partiallyachieved

Notachieved

12

Consolidated Maturity Profile for Level 1 and 2 maturity

Identification of 2 company process improvement projects

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S3m Usage

Process Domain Process Area Level 0

Question Rating

%

Completed

Maintenance process focus 1.0.1 Yes 0% Maintenance process/service

definition 2.0.1 Yes 0%

Maintenance training 3.0.1 Yes 0% Maintenance process performance 4.0.1 Yes 0%

5.0.1 Yes 0%

5.0.2 No 100%

Process management

Maintenance innovation and

deployment

5.0.3 No 100%

Total 29% Event/request management 1.0.1 Yes 0% Maintenance planning 2.0.1 Yes 0% Requests/software monitoring and

control 3.0.1 Yes 0%

Event/request

management

SLA and supplier agreements

management 4.0.1 Yes 0%

Total 0% Predelivery and transition services 1.0.1 No 100% Operational support services 2.0.1 No 100% Software evolution and correction

services 3.0.1 No 100%


Verification and validation 4.0.1 No 100%

Total 100% Configuration and version

management 1.0.1 No 100%

Process, service and software

quality assurance 2.0.1 Yes 0%

Maintenance measurement and

analysis 3.0.1 Yes 0%

Causal analysis and problem

resolution 4.0.1 Yes 0%


Engineering

Software rejuvenation, migration

and retirement 5.0.1 Yes 0%

Total 20%

Level 0 Rating: 37%

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S3m Usage

Process Domain Process Area Level 1 Question Rating %

Completed

Process

management

Maintenance process focus 1.1.1 L: Largely Achieved 68%

1.1.2 F:Fully Achieved 93%

Maintenance process/service

definition 2.1.1 L: Largely Achieved 68%

2.1.2 L: Largely Achieved 68%

Maintenance innovation and

deployment 5.1.2 L: Largely Achieved 68%

5.1.3 L: Largely Achieved 68%

Total 36% Evolution

Engineering

Pre-delivery and transition

services 1.1.1 F:Fully Achieved 93%

Operational support services 2.1.1 F:Fully Achieved 93%

Software evolution and

correction services 3.1.1 F:Fully Achieved 93%

Verification and validation 4.1.1 F:Fully Achieved 93%

Total 93% Support to

Evolution

Engineering

Configuration and version

management 1.1.1 F:Fully Achieved 93%

Total 15,5%

Level 2

Rating: 36%

S3m Usage

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S3m Usage

Process

Domain Process Area Roadmap

Level 2

Question Rating

%

Completed

Evolution

Engineering

Operational support

services

Ad hoc

requests/reports/services 2.2.6 L: Largely

Achieved 68%

Software evolution and

correction services Evolution/Correction 3.2.5 F: Fully Achieved 93%

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References April, A.; Hayes, J. Huffman; Abran, A.; Dumke, R., Software

Maintenance Maturity Model (SMmm):The software maintenance process model, Journal of Software Maintenance and Evolution: Research and Practice ,vol. 17(3), 2005, pp. 197-223.

April, A.; Abran, A.; Dumke, R., SMcmm Model to Evaluate and Improve the Quality of Software Maintenance Process: Overview of the model, SPICE 2004 Conference on Process Assessment and Improvement, Critical Software SA, Lisbon (Portugal), The Spice User Group, 2004, pp. 19-32.

Http://www.gelog.etsmtl.ca/publications/pdf/812.pdf April, Alain; Abran, Alain; Reiner R, Dumke, Software Maintenance

Capability Maturity Model (SMCMM): Process Performance Measurement, International Workshop on Software Measurement (IWSM), Montreal, Shaker-Verlag 2003, pp. 16. Http://www.gelog.estmtl.ca/publications/pdf/781.pdf

http://www.gelog.etsmtl.ca/publications/pdf/812.pdfhttp://www.gelog.estmtl.ca/publications/pdf/781.pdf

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Research Lab.

Thank You !

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