We aim to provide useful information to help with the planning and management of Maintenance and Support functions. This information can be used to better manage internal or outsourced maintenance and support.
This report provides insight into the following:
- The number of M&S staff being used by application size.
• The level of incident reporting by application size.
• The level of defects being encountered by application size.
• The median time to repair by application size.
• The proportion of time being spent of Maintenance and the proportion on Support.
• The percentage of time being spent on the different categories of maintenance: Corrective & Preventative; Perfective & Adaptive.
• The proportion of time being spent on the different categories of support: User help & Advice; Problem investigation; Queries and quick service.