Evaluation of CM^3: Front-End Problem Management within Industry

Authors:
Mira Kajko-Mattsson
Affiliations:
Stockholm University & Royal Institute of Technology, Sweden
Venue:
CSMR '06 Proceedings of the Conference on Software Maintenance and Reengineering
Year:
2006

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Maturity Status within Front-End Support Organisations

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Abstract

We have created a process model for managing corrective maintenance requests at the front-end support level. Our model is called CM^3: Front-End Problem Management. It was elicited at two ABB organisations and refined at Cap Gemini Ernst & Young and Scandinavian Airline Systems. In this paper, we evaluate it on a major scale using feedback from 15 major software organisations. The evaluation results show that CM^3: Front-End Problem Management appropriately mirrors the industrial reality.