Scale Economies in New Software Development
IEEE Transactions on Software Engineering
A field study of scale economies in software maintenance
Management Science - Special issue: Frontier research on information systems and economics
Software maintenance from a service perspective
Journal of Software Maintenance: Research and Practice
Scaling for E Business: Technologies, Models, Performance, and Capacity Planning
Scaling for E Business: Technologies, Models, Performance, and Capacity Planning
Comparing Uniform and Flexible Policies for Software Maintenance and Replacement
IEEE Transactions on Software Engineering
Journal of Software Maintenance and Evolution: Research and Practice
Maintaining enterprise software applications
Communications of the ACM
ACM SIGKDD Explorations Newsletter
The application of product measures in directing software maintenance activity
Journal of Software Maintenance and Evolution: Research and Practice
Training and Certifying Software Maintainers
CSMR '08 Proceedings of the 2008 12th European Conference on Software Maintenance and Reengineering
Recommending change clusters to support software investigation: an empirical study
Journal of Software Maintenance and Evolution: Research and Practice - Working Conference on Reverse Engineering (WCRE 2008)
On the Benefits of Planning and Grouping Software Maintenance Requests
CSMR '11 Proceedings of the 2011 15th European Conference on Software Maintenance and Reengineering
Using Formal Concept Analysis to support change analysis
ASE '11 Proceedings of the 2011 26th IEEE/ACM International Conference on Automated Software Engineering
Integrated impact analysis for managing software changes
Proceedings of the 34th International Conference on Software Engineering
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The ever-increasing representativeness of software maintenance in the daily effort of software team requires initiatives for enhancing the activities accomplished to provide a good service for users who request a software improvement. This article presents a quantitative approach for evaluating software maintenance services based on cluster analysis techniques. The proposed approach provides a compact characterization of the services delivered by a maintenance organization, including characteristics such as service, waiting, and queue time. The ultimate goal is to help organizations to better understand, manage, and improve their current software maintenance process. We also report in this paper the usage of the proposed approach in a medium-sized organization throughout 2010. This case study shows that 72 software maintenance requests can be grouped in seven distinct clusters containing requests with similar characteristics. The in-depth analysis of the clusters found with our approach can foster the understanding of the nature of the requests and, consequently, it may improve the process followed by the software maintenance team.