A checklist for evaluating the software problem management model: a case study

Authors:
Marko Jäntti;Aki Miettinen;Kyösti Vähäkainu
Affiliations:
Department of Computer Science, University of Kuopio, Kuopio, Finland;Department of Computer Science, University of Kuopio, Kuopio, Finland;TietoEnator, Forest&Energy Oy, Kuopio, Finland
Venue:
SE'07 Proceedings of the 25th conference on IASTED International Multi-Conference: Software Engineering
Year:
2007

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Abstract

Software problem management has four major goals: 1) collect information on software problems, 2) identify defects related to problems, 3) remove defects and 4) prevent problems and defects before they occur. At present, many organizations are planning to implement a problem management model based on IT Infrastructure Library (ITIL) to improve support and maintenance processes. However, the ITIL framework is a heavy standard with a large number of difficult concepts. IT organizations need practical guidelines to be able to implement ITIL-based processes. The main contribution of this study is to provide a checklist for evaluating the software problem management model. The research question in this paper is: what are the requirements for implementing a software problem management model. We use the checklist to evaluate the problem management model of a case organization: TietoEnator, Energy, Finland.