Improving the software problem management process: A case study

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 4257 LNCS, Issue , 2006, Pages 40-49

  Jäntti, Marko ^a   Kinnunen, Karl ^b  

^a UNIVERSITY OF EASTERN FINLAND   (Finland)

^b TietoEnator Telecom and Media   (Finland)

Author keywords

[No Author keywords available]

Indexed keywords

DATABASE SYSTEMS; KNOWLEDGE BASED SYSTEMS; PROBLEM SOLVING; SOCIETIES AND INSTITUTIONS;

SOFTWARE PROBLEM MANAGEMENT;

SOFTWARE ENGINEERING;

EID: 33845275829     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: 10.1007/11908562_5     Document Type: Conference Paper

References (21)

1. ISO/IEC 12207: Information Technology Software Life-Cycle Processes. ISO/IEC Copyright Office (1995)
2. Office of Government Commerce: ITIL Service Delivery. The Stationary Office, UK (2002)
3. Jackson, A.L., Lyon, G., Eaton, J.: Documentation meets a knowledge base: blurring the distinction between writing and consulting (a case study). In: SIGDOC '98: Proceedings of the 16th annual international conference on Computer documentation, New York, NY, USA, ACM Press (1998) 5-13
4. Saunders, A.: Online solutions: looking to the future of knowledgebase management. In: SIGUCCS '04: Proceedings of the 32nd annual ACM SIGUCCS conference on User services, New York, NY, USA, ACM Press (2004) 194-197
5. Mays, R.G., Jones, C.L., Holloway, G.J., Studinski, D.P.: Experiences with defect prevention. IBM Syst. J. 29(1) (1990) 4-32
6. Office of Government Commerce: ITIL Service Support. The Stationary Office, UK (2002)
7. Florac, W.: Software quality measurement a framework for counting problems and defects. Technical Report CMU/SEI-92-TR-22 (1992)
8. Hirmanpour, I., Schofield, J.: Defect management through the personal software process. Crosstalk, The Journal of Defense Software Engineering (2003)
9. Leszak, M., Perry, D.E., Stoll, D.: A case study in root cause defect analysis. In: ICSE '00: Proceedings of the 22nd international conference on Software engineering, New York, NY, USA, ACM Press (2000) 428-437
10. Zhen, J.: It needs help finding root causes. Computerworld 39(33) (2005) 26 ID: EBSCO Academic Search Elite.
11. Jalote, P.: CMM in Practice, Processes for Executing Software Projects at Infosys. Addison-Wesley (2000)
12. Sandusky, R.J., Gasser, L.: Negotiation and the coordination of information and activity in distributed software problem management. In: GROUP '05: Proceedings of the 2005 international ACM SIGGROUP conference on Supporting group work, New York, NY, USA, ACM Press (2005) 187-196
13. Kajko-Mattsson, M.: Problem management maturity within corrective maintenance. Journal of Software Maintenance and Evolution - research and practise 14(3) (2002) 197-227 Article; English; ID: Web of Science (ISI).
14. Kajko-Mattsson, M., Forssander, S., Olsson, U.: Corrective maintenance maturity model (cm3): maintainer's education and training. In: ICSE '01: Proceedings of the 23rd International Conference on Software Engineering, Washington, DC, USA, IEEE Computer Society (2001) 610-619
15. Kajko-Mattsson, M., Ahnlund, C., Lundberg, E.: Cm3: Service level agreement. In: ICSM '04: Proceedings of the 20th IEEE International Conference on Software Maintenance, Washington, DC, USA, IEEE Computer Society (2004) 432-436
16. Jäntti, M., Toroi, T.: Uml-based testing: A case study. In: Proceedings of NWUML'2004. 2nd Nordic Workshop on the Unified Modeling Language, Turku: Turku Centre for Computer Science (2004) 33-44
17. Kruchten, P.: The Rational Unified Process: An Introduction. Addison-Wesley (2001)
18. Yin, R.: Case Study Research: Design and Methods. Beverly Hills, CA: Sage Publishing (1994)
19. Eisenhardt, K.: Building theories from case study research. Academy of Management Review 14 (1989) 532-550
20. Garvin D.A: Building a learning organization. Harward Business Review (1993) 78-91
21. Gasston, J., Halloran, P.: Continuous software process improvement requires organisational learning: An australian case study. Software Quality Control 8(1) (1999) 37-51