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Evaluation of CM3: Front-end problem management within industry
KTH, School of Information and Communication Technology (ICT), Computer and Systems Sciences, DSV.ORCID iD: 0000-0002-1780-0683
2006 (English)Conference paper (Refereed)
Abstract [en]

We have created a process model for managing corrective maintenance requests at the front-end support level. Our model is called CM3: Front-End Problem Management. It was elicited at two ABB organisations and refined at Cap Gemini Ernst & Young and Scandinavian Airline Systems. In this paper, we evaluate it on a major scale using feedback from 15 major software organisations. The evaluation results show that CM3: Front-End Problem Management appropriately mirrors the industrial reality.

Place, publisher, year, edition, pages
2006. 367-376 p.
, Proceedings of the European Conference on Software Maintenance and Reengineering, CSMR, ISSN 1534-5351
Keyword [en]
Maintenance, Reengineering, Corrective maintenance (CM), European, Process modelling, Computer software maintenance
National Category
Computer Science Information Systems
URN: urn:nbn:se:kth:diva-155432DOI: 10.1109/CSMR.2006.27ScopusID: 2-s2.0-46149089926ISBN: 0769525369ISBN: 9780769525365OAI: diva2:762127
10th European Conference on Software Maintenance and Reengineering, CSMR 2006; Bari; Italy; 22 March 2006 through 24 March 2006

QC 20141110

Available from: 2014-11-10 Created: 2014-11-05 Last updated: 2014-11-10Bibliographically approved

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Kajko-Mattsson, Mira Miroslawa
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