Problems within front-end support
2004 (English)In: Journal of Software Maintenance and Evolution: Research and Practice, ISSN 1532-060X, E-ISSN 1531-6653, Vol. 16, no 04-5, 309-329 p.Article in journal (Refereed) Published
Within corrective maintenance, the front-end support mainly assists the customer- and back-end maintenance organizations in the communication of corrective maintenance demands. This implies receiving problem reports from customers, transferring them on to the back-end maintenance organization/vendor, and delivering problem solutions from the back-end maintenance organization/vendor to the customers. In this paper, we identify problems as experienced within 37 front-end support organizations in Sweden. Our results show a great variety of problems within the organizations studied. The dominating problems are the complexity of applications, customer knowledge, and complexity of support organizations.
Place, publisher, year, edition, pages
2004. Vol. 16, no 04-5, 309-329 p.
upfront maintenance, customer knowledge, complexity of applications, complexity of support organizations, support line levels 1-2
IdentifiersURN: urn:nbn:se:kth:diva-23668DOI: 10.1002/smr.298ISI: 000223465400005OAI: oai:DiVA.org:kth-23668DiVA: diva2:342367
QC 20100525 QC 20111018 QC 20111101. 7th European Conference on Software Maintenance and Reengineering (CSMR 2003). BENEVENTO, ITALY. MAR 26-28, 2003 2010-08-102010-08-102011-11-01Bibliographically approved