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Problems within Front-End Support
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2004 (English)In: Journal of Software Maintenance and Evolution: Research and Practice, ISSN 1532-060X, E-ISSN 1532-0618, Vol. 16, no 4-5, 309-329 p.Article in journal (Refereed) Published
Abstract [en]

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

Place, publisher, year, edition, pages
John Wiley & Sons, 2004. Vol. 16, no 4-5, 309-329 p.
National Category
Computer and Information Science
Identifiers
URN: urn:nbn:se:su:diva-38467DOI: 10.1002/smr.298OAI: oai:DiVA.org:su-38467DiVA: diva2:310342
Available from: 2010-04-13 Created: 2010-04-13 Last updated: 2015-09-16Bibliographically approved

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