Problems within front-end support: Research Articles

Authors:
Mira Kajko-Mattsson
Affiliations:
Software Maintenance Laboratory, Department of Computer and Systems Sciences, Stockholm University, Royal Institute of Technology, and IT University, Electrum 230, SE-164 40 Kista, Sweden
Venue:
Journal of Software Maintenance and Evolution: Research and Practice - Seventh European Conference on Software Maintenance and Reengineering (CSMR 2003)
Year:
2004

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Abstract

Within corrective maintenance, the front-end support mainly assists the customer- and back-end maintenance organizations in the communication of corrective maintenance demands. This implies receiving problem reports from customers, transferring them on to the back-end maintenance organization/vendor, and delivering problem solutions from the back-end maintenance organization/vendor to the customers. In this paper, we identify problems as experienced within 37 front-end support organizations in Sweden. Our results show a great variety of problems within the organizations studied. The dominating problems are the complexity of applications, customer knowledge, and complexity of support organizations. Copyright © 2004 John Wiley & Sons, Ltd.