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The support process is initiated by users reporting issues or faults found in software systems or requests for software changes based on ongoing needs. It is therefore important for Government institutions to provide users with convenient channels for reportin...

Issue prioritisation Once issues are received from users and recorded as tickets, they should be analysed and prioritized based on their impact to the operations of the user departments. For example they can be classified as High, Medium or Low priority based...

The response time is simply the amount of time it takes for the support staff to respond to an issue raised by a user. It is the most important metric when it comes to delivering great user support service. Response times and issue resolution times can be defi...

Resolution of software related problems typically follows the following steps: Identify and record the issue. Issues are typically reported by users and recorded in a support register or online help desk system. Assign the issue to someone with the skills ...

Software maintenance is a widely accepted part of the Software Development Life Cycle. It refers to the modifications and updates done after the delivery of a software product. There are number of reasons, why modifications are required, some of which are list...

There are four types of software maintenance: Corrective Software Maintenance Adaptive Software Maintenance Perfective Software Maintenance Preventive Software Maintenance Corrective Software Maintenance Corrective software maintenance addresses the ...

Software change management is the process of managing any modifications to software while minimizing the risk that may be posed by new changes. To mitigate the risk, a structured process should be followed in making any changes to software. Government institut...

Testing and quality assurance procedures refer to the processes that should be followed to ensure that software changes are adequately tested to avoid introducing negative impacts such as new bugs or security risks when they are deployed in the Production envi...

Software needs to be regularly updated for various reasons including responding to new technology changes, preventing security issues, improving compatibility and enhancing program features. Some of the key reasons for making software updates include: i.    P...

Government software maintenance teams and users should also be informed to be  aware of fake update messages. These messages are another way threat actors try to access computers and mobile devices.Malicious messages can appear to users in the following ways: ...

A software update is a change or fix to a program that replaces the older version. There may just be a few tweaks to improve the way it works, or it could offer entirely new features. Updates or patches are also done to fix security vulnerabilities. These upda...

Deployment is a shift of software from one controlled environment to another. On the other hand, releases are a collection of changes delivered to the Production environment for users to experience. Applications need several updates, security patches, and code...

Risk is the future uncertainty between potential events and the potential for loss. Classic software documentation states that every deployment process should undergo a thorough inspection. This may increase test costs but reduce risks of failure. Some guideli...

System failures and errors can happen at any stage of a system implementation, from development to testing to deployment. To mitigate this risk the following should be put in place:  Before starting implementing of a new system or making changes to an exist...

Software security is critical because a malware attack can cause extreme damage to any piece of software while compromising integrity, authentication, and availability. If programmers take this into account in the programming stage and not afterward, damage ca...

Vulnerability management refers to the process of discovering, identifying, cataloging, remediating, and mitigating vulnerabilities found in software or hardware. Patch management refers to the process of identifying, testing, deploying, and verifying patches ...

Software and data integrity failures frequently occur when the code implementation and the underlying infrastructure lack the ability to protect the code against all integrity violations. This happens when security is not considered during the design or the co...

Security refers to the systems and controls that a company implements to protect its assets, and compliance refers to meeting the standards that a third-party has set forth as best practices or legal requirements. Security compliance management is an ongoing ...

Software documentation is any documentation produced to describe various aspects about a particular software system This makes the life of all the members associated with the software easier. It may contain anything from requirements documentation, design docu...

A software knowledge base is a repository or library of information about a software product. Users can consult knowledge base texts to answer their questions and clear up ambiguities regarding the software. The documents in a knowledge base address the users’...