Taxonomy of front-end support activities

Journal of Integrated Design and Process Science

Volumn 8, Issue 1, 2004, Pages 19-29

  Kajko Mattsson, Mira ^a  

^a ROYAL INSTITUTE OF TECHNOLOGY   (Sweden)

Author keywords

Corrective maintenance; Evolution; Help desk; Maintenance; Product support; Virtual IT enterprises

Indexed keywords

COMPUTER SOFTWARE; COMPUTER SUPPORTED COOPERATIVE WORK; CUSTOMER SATISFACTION; DATABASE SYSTEMS; INFORMATION TECHNOLOGY; MATHEMATICAL MODELS; PROBLEM SOLVING; PRODUCT DESIGN; QUALITY CONTROL;

CORRECTIVE MAINTENANCE; EVOLUTION; HELP DESK; PRODUCT SUPPORT; VIRTUAL INFORMATION TECHNOLOGY (IT) ENTERPRISES;

PROCESS ENGINEERING;

EID: 4344708187     PISSN: 10920617     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (18)

1. Adams, E., N., 1994, "Optimising Preventive Service of Software Products, IBM/Research and Development," Vol. 28, No. 1., pp. 2-14.
2. Calow, H., 1991, "Maintenance Productivity Factors - A Case Study," International Conference on Software Maintenance, Sorrento, Italy, pp. 250-253.
3. Chapin, N, 1995, "Interview with E. Burton Swanson, Software Maintenance: Research and Practice," Vol. 7, pp. 303-315.
4. CMU, SEI, 2002, Capability Maturity Model Integration, CMU/SEI-2002-TR-003, ESC-TR-2002-003.
5. Kajko-Mattsson, M, 2001a, "Corrective Maintenance Maturity Model: Problem Management," PhD thesis, Department of Computer and Systems Sciences, Stockholm University and Royal Institute of Technology.
6. Kajko-Mattsson, M, 2001b, "Can We Learn Anything from Preventive Hardware Maintenance?," Proceedings, Seventh IEEE International Conference on Engineering of Complex Computer Systems, IEEE Computer Society Press: Los Alamitos, CA, pp. 106-111.
7. Kajko-Mattsson, M, 2002a, "A Survey of the Constellations of Support Organisations," Proceedings of Second Conference on Software Engineering Research and Practice in Sweden, Blekinge Institute of Technology, Box 520, Ronneby, Sweden.
8. Kajko-Mattsson, M, 2002b, "Problem Management within Corrective Maintenance," Chapter 2 in Advances in Software Maintenance Management: Technologies and Solutions, Editors: Macario Polo, Mario Piattini, and Francisco Ruiz, Idea Group Publishing.
9. Kajko-Mattsson, M, 2003a, "Problems within Support (Upfront Maintenance)," Proceedings, IEEE Conference on Software Maintenance and Reengineering, IEEE Computer Society Press: Los Alamitos, CA, pp. 331-340
10. Kajko-Mattsson, M., 2003b, "Infrastructures of Virtual IT Enterprises," IEEE International Conference on Software Maintenance, IEEE Computer Society Press: Los Alamitos, CA, 2003, pp. 199-208.
11. Kajko-Mattsson, M., Forssander, S., Andersson, G., 2000, "Problem Reporting and Resolution Process at ABB ROP: State of Practice," Journal of Software Maintenance, Vol. 12, No. 5, pp. 255-285.
12. Kalakota R, 2002b, e-Business 2.0 Roadmap for Success, Addison-Wesley, 2001.
13. Kane E, 1984, Doing Your Own Research, Marion Boyars, London & New York.
14. Kriegsman, M., Barletta, R., 1993, "Building a Case-Based Help Desk Application," 1993 IEEE Expert, Vol. 8, No: 6, ISSN: 0885-9000, pp. 18-26.
15. Nelson WH, 2002, Building Electronic Commerce, Addison-Wesley.
16. Niessnink F, 2000, "Perspective on Improving Software Maintenance," PhD thesis, SICS, Vrije University.
17. Pigoski, T., 1997, Practical Software Maintenance, Wiley Computer Publishing.
18. Walker R (editor), 1985, Applied Qualitative Research, Gower Publishing Company Ltd.