Problems within front-end support

Journal of Software Maintenance and Evolution

Volumn 16, Issue 4-5, 2004, Pages 309-329

  Kajko Mattsson, Mira ^a  

^a STOCKHOLM UNIVERSITY   (Sweden)

Author keywords

Complexity of applications; Complexity of support organizations; Customer knowledge; Support line levels 1 2; Upfront maintenance

Indexed keywords

COMPUTATIONAL COMPLEXITY; COMPUTER PROGRAMMING; CUSTOMER SATISFACTION; DATABASE SYSTEMS; ERROR CORRECTION; PROBLEM SOLVING;

CORRECTIVE MAINTENANCE; CUSTOMER KNOWLEDGE; SUPPORT LINE LEVELS; UPFRONT MAINTENANCE;

COMPUTER SOFTWARE MAINTENANCE;

EID: 4344675506     PISSN: 1532060X     EISSN: None     Source Type: Journal    
DOI: 10.1002/smr.298     Document Type: Conference Paper

References (18)

1. Kriegsman M, Barletta R. Building a case-based help desk application. IEEE Expert 1993; 8(6):18-26.
2. Parikh G. Techniques of Program and System Maintenance. QED Information Sciences, Inc.: Wellesley MA, 1988.
3. Bouman J, Trienekens J, van der Zwan M. Specification of service level agreements, clarifying concepts on the basis of practical research. Proceedings of Software Technology and Engineering Practice (STEP), 1999; 169-178.
4. Niessink F. Perspectives on improving software maintenance. PhD Thesis (Report No. 2000-1), SIKS, Vrije University, The Dutch Graduate School for Information and Knowledge Systems, Amsterdam, 2000.
5. 3: Upfront maintenance. Proceedings, Conference on Software Engineering and Knowledge Engineering. Knowledge Systems Institute: Skokie IL, 2001; 371-378.
6. Kajko-Mattsson M. Taxonomy of front-end support activities. Journal of Design & Process Science: Transactions of the SDPS 2004; 8(1):19-29.
7. Kajko-Mattsson M. Infrastructures of virtual IT enterprises. Proceedings IEEE International Conference on Software Maintenance. IEEE Computer Society Press: Los Alamitos CA, 2003; 199-208.
8. Chapin N. Software maintenance: A different view. Proceedings of the National Computer Conference, vol. 54. AFIPS Press: Reston VA, 1985; 507-513.
9. Fjeldstad RK, Hamlen WT. Application program maintenance study. Tutorial on Software Maintenance, Girish P, Zvegintzov N (eds.). IEEE Computer Society Press: Los Alamitos CA, 1983; 13-27.
10. Lientz BP, Swanson EB. Software Maintenance Management. Addison-Wesley: Reading MA, 1980.
11. Martin R, Osborne WM. Guidance on software maintenance. National Bureau of Standards Special Publication 500-106. U.S. Government Printing Office: Washington DC, 1983; 66 pp.
12. IEEE. IEEE Standard for Software Maintenance, IEEE Std 1219-1998. The Institute of Electrical and Electronics Engineers: New York NY, 1998; 47 pp.
13. Fink A, Kosekoff J. How to Conduct Surveys, A Step-by-Step Guide. Sage Publications: Beverley Hills CA, 1985.
14. Walker R (ed). Applied Qualitative Research. Gower: Aldershot, U.K., 1985.
15. Kane E. Doing Your Own Research. Marion Boyars: New York NY, 1984.
16. Fowler F. Survey Research Methods. Sage Publications: Beverley Hills CA, 1984.
17. Kajko-Mattsson M, Forssander S, Andersson G. Problem reporting and resolution process at ABB ROP: State of practice. Journal of Software Maintenance and Evolution: Research and Practice 2000; 12(5):255-285.
18. 3: Maintainers' education and training at ABB. Journal of Computer Science Education 2002; 12(1-2):57-89.