An Outline of CM3: Emergency Problem Management

Authors:
Mira Kajko-Mattsson;Per Winther;Brian Vang;Anne Petersen
Affiliations:
SERVIAM and SML Dep of Computer and Systems Sciences Stockholm University/Royal Institute of Technology Electrum;SAS Copenhagen,SAS dept. HB Commercial Systems SAS Sales Systems & Support, Copenhagen, DENMARK;SAS Copenhagen,SAS dept. HB Commercial Systems SAS Sales Systems & Support, Copenhagen, DENMARK;SAS Copenhagen,SAS dept. HB Commercial Systems SAS Sales Systems & Support, Copenhagen, DENMARK
Venue:
EUROMICRO '05 Proceedings of the 31st EUROMICRO Conference on Software Engineering and Advanced Applications
Year:
2005

Citing 3
Cited 1

Towards A Business Maintenance Model

ICSM '01 Proceedings of the IEEE International Conference on Software Maintenance (ICSM'01)
Infrastructures of Virtual IT Enterprises

ICSM '03 Proceedings of the International Conference on Software Maintenance
A Framework for the Evolution and Maintenance of Web Services

ICSM '05 Proceedings of the 21st IEEE International Conference on Software Maintenance

Maturity Status within Front-End Support Organisations

ICSE '07 Proceedings of the 29th international conference on Software Engineering

Quantified Score

Hi-index	0.01

Visualization

Abstract

Despite its importance, the process for emergency corrective maintenance has received very little attention. Today, we do not have any standard process models for handling emergency situations. The only models that have been defined can be found within the industry. In this paper, we outline an emergency corrective maintenance process model and evaluate its applicability to manage the new technology systems, the Web service systems. Our model has been elicited at Scandinavian Airline Systems (SAS). It provides a basis for developing a more detailed model of emergency corrective maintenance process - CM3: Emergency Problem Management. Keywords: Roles, Severity, Problem, Process, Alert and Operational Levels, Web Services.