Maturity Status within Front-End Support Organisations
2007 (English)In: Proceeding ICSE '07 Proceedings of the 29th international conference on Software Engineering, IEEE , 2007, 652-663 p.Conference paper (Refereed)
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.
Place, publisher, year, edition, pages
IEEE , 2007. 652-663 p.
IdentifiersURN: urn:nbn:se:su:diva-37854DOI: 10.1109/ICSE.2007.51ISBN: 0-7695-2828-7OAI: oai:DiVA.org:su-37854DiVA: diva2:305360
ICSE '07, the 29th international conference on Software Engineering