Problem Management within Corrective Maintenance

Abstract

Problem management is the dominating process within corrective maintenance. It not only handles software problems but also provides quantitative feedback important for assessing product quality, crucial for continuous process analysis and improvement and essential for defect prevention. Chapter 2 gives a detailed description of the problem management process and its constituent phases, activities, and roles involved. It also provides (1) general definitions on the basic terminology utilized within corrective maintenance, (2) roadmaps visualizing the corrective maintenance from different perspectives, (3) general descriptions of the most important issues within support (upfront maintenance) process – the process tightly collaborating with the problem management process, and finally, (4) it gives a glimpse into Corrective Maintenance Maturity Model (CM3): Problem Management – a process model specialized to only problem management process within corrective maintenance.