This blog entry is part 2 out of the series, where I discuss the process to structure support and maintenance work, at JTeam.
In the previous part (part 1) of this series, I’ve discussed our first setup for a support structure in our company. As I said, this setup is not used anymore due to several reasons. In this blog post, I’ll clarify these reasons and take you in on our second setup of the support structure.
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This blog entry discusses the internal process at JTeam to structure our support and maintenance work, and at the same time exceeding the client’s expectations.
As you might know, if you are a regular reader of this blog, JTeam is a software development company. We develop enterprise applications for our customers. See for example our blog post about the Paazl project for a description of one of our projects. After implementation, these applications often will be maintained and developed further by the customer’s own development team or is being outsourced. There are however some projects which stay at JTeam. We keep on maintaining the project and implement new features.
These kind of projects require a different type of development and management process than the other projects. Especially the support work for these projects (i.e. bugfixing) is something that involves a whole different approach.
Here at JTeam we’re constantly looking for ways to improve our development and management processes. This is why we wanted to create a better way to handle these support issues.
This blog entry discusses this process. It will feature multiple parts, so you can follow our strategies and conclusions. Maybe it will help you to find the perfect process for your own business.