What was the business need?
We started the project in 2019. It consisted of providing support and maintenance services for the SOW system and its modification and development. In addition to providing new functionalities, our task was to ensure that the system worked smoothly and efficiently and was user-friendly. . We had to respond quickly to frequently changing requirements and expectations resulting from organizational and legal changes.
What was the challenge?
SOFTIQ was not the original author of the solution. The system was taken over by another Contractor – we had to learn and organize the code that they created. We handled more than a dozen queries that were submitted to the help desk every day and at the same time implemented functional changes according to the client’s expectations. We worked under a very demanding SLA system.
The SOW has to be available 24/7. The time for repairing possible mistakes is quite scarce, and all maintenance work has to be done at night.
What was the solution?
To effectively manage the project process, the SOFTIQ team was divided into two parts. One handled the day-to-day handling of requests and maintenance of the system, and the other took care of the development work. The development work process also changed so that it could be planned quarterly in advance. We expanded the team of analysts, testers, and developers.
Our project process and workflow
Maintenance work is carried out by the SLA system, the patch version is installed twice a week. Work on modifications is carried out according to the waterfall methodology. Analysis meetings are held regularly once a week, and more often if necessary.
