What are the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations?
It can be argued that software maintenance can be seen as providing a service, whereas software development is concerned with the development of products.
Differences between products and services affect the way in which customers assess their respective quality. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn implies a need for different processes than those used by the average software development organization.
We will discuss two overall approaches to achieve a high-quality IT service organization which include these service-specific processes: ITIL and the Capability Maturity Model (CMM)