Checklist for System Maintainability and Serviceability Acceptance Criteria
The maintainability of a system is its ability to undergo repair and evolution.
One way to characterize maintainability is to measure the MTTR, which reflects the time it takes to analyze a corrective defect, design a modification, implement the change, test it, and distribute it.
The important factors, from a customer�s perspective, are the responsiveness of the service rather than the internal technical maintainability of the system.
The following are useful acceptance criteria from a customer’s perspective:
|
Sr. |
Check Point |
Yes/No |
|
1. |
The customer is the final arbiter of setting the severity of a system problem.
If the customer calls a problem critical, it must be fixed immediately. |
|
| 2. | If the customer assesses a system problem as critical, then staff must be assigned to work on resolving the problem immediately with utmost priority. | |
| 3. | If the customer assesses the severity of a system problem as high, then staff must be assigned to work on resolving the problem during normal business hours until it is resolved or until a workaround has been delivered as an interim solution.
The staff responsible for resolving the problem must ensure that there is significant effort made toward resolving the problem. However, they may spend time on other activities as priorities dictate. |
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| 4. | If the customer assesses a system problem, as low, then staff must be assigned to work on resolving the problem during normal business hours as time permits.
If the problem solution involves a software change, it will normally wait until the next software release has been implemented to provide the resolution. |
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| 5. | All the critical and high-severity fixes must work 100% when installed. |
Serviceability is closely related to maintainability of the system, which are designed to ensure the correctness of the tools that are used to diagnose and service the system.
For example, the software may need to be serviced remotely via an Internet connection.
Diagnostic utilities are used to monitor the operation and the cause of any malfunction.
The following questions must be addressed in specifying the serviceability acceptance criteria:
|
Sr. |
Check Point |
Yes/No |
| 1. | What kind of tools will be available for servicing the system? | |
| 2. | How should these tools be used? |
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