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GoR institutions need to comply with these policies and guidelines of software testing by following the recommendations for each stage of testing. Where it is not possible to follow a particular guideline, the reasons should be clear.  For large projects, the ...

Test control is an activity that runs continuously during the test process to ensure that all planned tests are complete and test results are able to meet the test objectives, strategies and mission.  Test control generally includes the comparison between the ...

This document may be reviewed on daily basis on the corrective, adaptive, perfective or preventive situation as it will be required.

A Requirement Traceability Matrix (RTM) is tool that maps and traces user requirement with test cases. It captures all requirements proposed by the client and requirement traceability in a single document. The main purpose of Requirement Traceability Matrix is...

Software maintenance is carried out after a software product has been launched with the objectives of improving the software, correcting issues or bugs, boosting performance and more. Software maintenance is part of the Software Development Life Cycle (SDLC). ...

Software support is reactive and covers activities to address urgent issues that arise from software use that can hamper software operations or cause downtimes. Software maintenance is proactive and includes scheduled activities to address non-urgent issues or...

This document covers guidelines for support, maintenance, software updates and patch management, software change management and release processes. They apply to all Government institutions in Rwanda.

The following roles are involved in the software support and maintenance process: End users – End users use software systems on a day to day basis. They are responsible for reporting any issues encountered in the software to the support team. End users also...

a)    End users responsibilities Report issues encountered on the software Request for enhancements or improvements in the software based on evolving needs Test changes that are made to confirm they work as expected before they are deployed to the product...

Software support is provided to users after software has been deployed to Production and users have started using it. Support is usually provided  by an internal support team but may also include support from the vendor of the software system if its third part...

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: ...