Is too much of you maintenance unsolicited?

The work being done in maintenance is obviously nearly always an improvement to the system,
but it turns out that quite a lot of the work is not really requested by the users.
In some cases only 40% of the changes implemented can be traced to user requirements.
This also leads to uncertainty about who should pay for the work.

This is not the fault of the people doing the maintenance,
but is caused by lack of procedures to manage the maintenance pipeline.
This can be seen as one of the parts of a proper governance process.

I can help you set up ways to manage the workload and keep you maintenance overhead down.