Evaluation of CM3: Front-end problem management within industry
2006 (English)Conference paper (Refereed)
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
Maintenance, Reengineering, Corrective maintenance (CM), European, Process modelling, Computer software maintenance
Computer Science Information Systems
IdentifiersURN: urn:nbn:se:kth:diva-155432DOI: 10.1109/CSMR.2006.27ScopusID: 2-s2.0-46149089926ISBN: 0769525369ISBN: 9780769525365OAI: oai:DiVA.org:kth-155432DiVA: diva2:762127
10th European Conference on Software Maintenance and Reengineering, CSMR 2006; Bari; Italy; 22 March 2006 through 24 March 2006
QC 201411102014-11-102014-11-052014-11-10Bibliographically approved