The capability maturity model: guidelines for improving the software process
The capability maturity model: guidelines for improving the software process
Corrective maintenance maturity model (CM3): maintainer's education and training
ICSE '01 Proceedings of the 23rd International Conference on Software Engineering
Running an Effective Help Desk
Running an Effective Help Desk
Quantifying the Effects on Effort of Process Improvement
IEEE Software
Problem management maturity within corrective maintenance
Journal of Software Maintenance: Research and Practice
Specification of Service Level Agreements, Clarifying Concepts on the Basis of Practical Research
STEP '99 Proceedings of the Software Technology and Engineering Practice
Infrastructures of Virtual IT Enterprises
ICSM '03 Proceedings of the International Conference on Software Maintenance
Problems within front-end support: Research Articles
Journal of Software Maintenance and Evolution: Research and Practice - Seventh European Conference on Software Maintenance and Reengineering (CSMR 2003)
An Outline of CM3: Emergency Problem Management
EUROMICRO '05 Proceedings of the 31st EUROMICRO Conference on Software Engineering and Advanced Applications
Evaluation of CM^3: Front-End Problem Management within Industry
CSMR '06 Proceedings of the Conference on Software Maintenance and Reengineering
A Model of Front-End Pre-Change Corrective Testing
ICSEA '06 Proceedings of the International Conference on Software Engineering Advances
OUTLINING A MODEL OF A RELEASE MANAGEMENT PROCESS
Journal of Integrated Design & Process Science
Taxonomy Of Front-End Support Activities
Journal of Integrated Design & Process Science
Proceedings of the Second ACM-IEEE international symposium on Empirical software engineering and measurement
Laying out the scope of developers' risk management responsibilities
Proceedings of the 2nd International Conference on Interaction Sciences: Information Technology, Culture and Human
Proceedings of the 2nd International Conference on Interaction Sciences: Information Technology, Culture and Human
Benchmarking a software transition process
Proceedings of the 11th International Conference on Product Focused Software
Impact of corporate and organic growth on software development
PROFES'10 Proceedings of the 11th international conference on Product-Focused Software Process Improvement
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It may not be enough to develop mature processes at the back-end support level. Other strongly collaborating front-end support processes may substantially undermine them. For this reason, we have created CM3: Front-End Problem Management - a detailed problem management process model to be utilised at the front-end support level. In this paper, we present the CM3 maturity levels at the front-end support and match them against the industrial state of practice within 15 software organisations. Our goal is to establish the current status of support maturity using CM3: Front-End Problem Management. Our results show that the industrial processes studied suffice to provide basic problem management support at the front-end support level. However, only two out of 15 organisations studied have almost achieved the highest maturity level.