Maturity Status within Front-End Support Organisations

DOI 10.1109/icse.2007.51 dblp

Abstract

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 CM3maturity 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.

BibTeX

@inproceedings{Kajko-Mattsson:ICSE07,
  author    = {Mira Kajko{-}Mattsson},
  title     = {Maturity Status within {Front-End} Support Organisations},
  booktitle = {ICSE},
  pages     = {652--663},
  publisher = {{IEEE} Computer Society},
  year      = {2007},
}

Maturity Status within Front-End Support Organisations

Abstract

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