PLAN
REQUIREMENTS
SOLUTION
ANALYSIS
DESIGN
BUILD
TEST
TRAIN/DEPLOY MAINTENANCE
TO THE DOCUMENT OWNER: This template is provided as a guideline and resource. The structure and instructions
give detail about what might go into a completed document. Only you and your team, however, know what will
best fit the needs of your specific effort, and you are encouraged to adapt the template as appropriate to meet
those needs.
Maintenance Transition Guidelines
Overview
The transition from project-based work to the maintenance phase for a product involves several
changes, including personnel, pace, and processes. In order to support a smooth transition, the project
team and stewardship team should hold a formal transition meeting in which the changes are laid out
clearly.
Business Need
Transition from project work to maintenance work is often confusing for members of both the project
and stewardship teams, and perhaps particularly so for team members who belong to both groups.
With the release of a product at the end of a project, there is often a backlog of unresolved issues. The
approach to resolving these issues, however, changes significantly when the product is released into
Production.
During development on a project, the resolution of issues is often fast-paced, and many changes may be
made at the same time. In this mode, project team members are often self-organizing with regard to
selecting issues for resolution, and it is frequently the case that all issues are available to be worked,
with only a limited focus upon priority. Testing may be performed in aggregate rather than immediately
following the completion of each issue. The release of changes into the testing environment may not
occur in a specific order. The project manager makes decisions about work, including assignments and
prioritization.
By contrast, when a product is in maintenance mode, the resolution and deployment of issues is
planned differently and limits change to small increments. Changes should not be implemented at the
same time unless they will be released together, in order to avoid conflicts. The resolution of issues is
no longer a fast race to the completion of all but rather reflects deliberate choices based on priority and
the availability of resources. Expectations for the issues list may change and reflect a greater tolerance
for outstanding items. Testing generally focuses upon specific changes and regression testing. An
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important goal of changes during maintenance and enhancements is the retention of a stable
environment. Releases are scheduled and planned ahead of time, and the service owner makes
decisions about work, including assignments and prioritization.
Guiding team members and managers through this transition is essential to success. Without clear
communication about these changes at the appropriate time, problems and frustrations are likely to
result.
Product Transition Meeting
Timing
The timing of the transition meeting may vary, but it is generally recommended within a week after the
deployment of the project's work to Production. This is often before the project is formally closed, in a
period in which project team members are still formally assigned to the project and may consider
making use of the time by addressing unresolved issues. Holding the transition meeting quickly after the
deployment helps to avoid unplanned work on the product.
Preparation
The transition meeting should be planned and led by the project manager and the service owner. As
part of the meeting preparation, these two individuals outline the maintenance processes that will be
put in place for the product and ensure that appropriate documentation, supporting tools, etc. are in
place. This includes the identification of stewardship team members and the creation/updating of email
lists, JIRA projects, and permissions, if not completed already.
Attendees
All members of the project team and of the stewardship team should be invited to the meeting.
Additional support staff such as members of Systems, the Help Desk, etc. may be included as well.
Where appropriate, the managers of team members and support staff should also be invited and/or
included in communications about the transition.
Meeting Topics
The transition meeting should take into account the following topics, as appropriate:
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Timing of the transition (immediately, unless otherwise specified)
Transition of authority for the product
Processes for receiving and documenting feedback on the product and for reporting new issues
Processes for reviewing and prioritizing issues and for determining when/whether issues will be
addressed
Release scheduling and planning processes
Transfer of knowledge from the project team to the stewardship team regarding open issues,
such as recommendations from the project team regarding priorities, high risk areas, and
customer concerns
Maintenance Transition Guidelines
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The transition meeting should end with the formal transition of issue management from the project
team to the maintenance team. If the transition is not fully complete, steps for finalizing the transition
should be communicated in the meeting and completed as quickly as possible.
Maintenance Transition Guidelines
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