Executive Summary (This is a document excerpt)

Asking the question, what is the industry standard definition for maintenance? opens a virtual Pandora's box. The root cause for the question is uniform: If you define a work request in a certain way, IT is the one paying for the effort; if you define maintenance another way, then business units pay for it. Neither side wants to pay for maintenance, so if they alter the description of the work, they can sneak work requests to the other side of the funding boundary. When did application health become a negative thing? It is time to get IT and businesspeople working toward common goals and redirect the brain power wasted on gaming the system into more constructive endeavors. Investing money in the systems that keep your business running well is a positive thing that should be held in much higher regard than we currently afford to application maintenance today.

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