The Never-Ending Software Project

When does a software project end and ongoing support begin? The short answer is: When the agreed-upon scope has been delivered.

Of course, it's good practice for the agreed-upon scope to include some sort of post-implementation stabilization period. In addition, there should be predefined stage gates to confirm that there are plans in place for ongoing support and benefits followup. But once the project has completed its deliverables and passed it's post-implementation support period, the project should be closed, pending closure stage gate approval and customer acceptance.

But what about those dreaded cases where the customer says, "Oh, I realize I agreed to such-and-such scope, but if I don't have these additional functions that I didn't realize I needed, the product just isn't usable and I can't sign off on it!"? Well, then it's time for a change request. As long as it is approved by the governance council or steering team (here's where the importance of a governing body comes in), then it's an approved scope change and all is well. Note that this doesn't apply to fixing something that was supposed to be delivered but wasn't.

And if it's an external client and there's no governing body? Then the scope and Statement of Work had best be detailed (or negotiated in increments if feasible). If not, the door is open to scope creep and the dreaded never-ending project can ensue.

I'm sure our readers would be interested in hearing from those that may have additional ways of easing the transition from project to support.