Problems within Front-End Support
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
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.
Computer and Information Science
IdentifiersURN: urn:nbn:se:su:diva-38467DOI: 10.1002/smr.298OAI: oai:DiVA.org:su-38467DiVA: diva2:310342