Modelling the maintenance process at Zurich Life Insurance

This paper is based on the experience made at the Zurich Life Insurance Company in introducing a formalized software maintenance process. The basis for the process definition was the ANSI/IEEE standard P1219-Guide to Software Maintenance. This standard was adapted and enhanced to define all the steps from the initiation of a maintenance request to the acceptance of the modified version by the user. Experience has shown that a well defined maintenance process is necessary to saving costs while improving the customer service