Software maintenance from a service perspective

Niessink, Frank; Vliet, Hans van

doi:10.1002/(sici)1096-908x(200003/04)12:2<103::aid-smr205>3.0.co;2-s

Cited by 51 publications

(36 citation statements)

References 16 publications

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“…Software maintenance can be broadly divided into product-oriented and service-oriented maintenance. Niessink and van Vliet (2000) studied service-oriented maintenance and pointed out that software development results in products whereas software maintenance results in services. A more modern view of software and services is that business services (for example, an e-maintenance request to the facilities management unit) are constructed from technical services, such as database services, application services and data network services.…”

Section: Previous Related Literaturementioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Cater-Steel

Jantii

2017

Proceedings of the 14th CONTECSI International Conference on Information Systems and Technology Management

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IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

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Section: Previous Related Literaturementioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Cater-Steel

Jantii

2017

Proceedings of the 14th CONTECSI International Conference on Information Systems and Technology Management

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“…Niessink and van Vliet [21] introduce a service perspective on maintenance and argue for a difference between development and maintenance in the light of products and services. They mean that while the result of a development activity is a product, the result of a maintenance activity is a service.…”

Section: It Systems Creating Benefits Within Organizationsmentioning

confidence: 99%

“…This means that we adopt a service perspective on maintenance. In line with Niessink and van Vliet [21] we want to use the service perspective to create clarified maintenance assignments, but with this statement we go beyond their conclusion, as we combine a service and a product perspective.…”

Section: Maintenance Objects' Contentmentioning

confidence: 99%

Exploring the Characteristics of Information Systems Maintenance - Defining Focus and Content through Objects

Nordström

Axelsson

Melin

2011

Lecture Notes in Business Information Processing

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Abstract. The purpose of this paper is to explore the characteristics of information systems (IS) maintenance within an IT and organizational setting. We discuss the characteristics of maintenance objects' focus and content. Our results are based on qualitative case studies. In this paper a case study of a Swedish Bank is used to illustrate our discussion. Our findings show that maintenance objects can be defined by processes and/or functions or products and/or services within an organizational setting. This is done in order to increase a business perspective in maintenance management and to clarify roles of responsibility for organizational changes required from new IT capabilities. According to our findings maintenance objects can contain business solutions and IT solutions. This implies that business beneficial maintenance is supported by close cooperation between actors from the organizational setting and the IT organization. The result of the paper is a characterization of IS maintenance through definition of maintenance objects' focus and content.

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“…In software engineering approach, while software development delivers a product, software maintenance provides service to customers, as it modifies a software system or component after delivery to correct faults, improves performance or other attributes, or adapts to a changed environment. Accepting software maintenance as a service perspective, it should follow IT service management and be developed and improved as a service either [23].…”

Section: Introductionmentioning

confidence: 99%

Toward using Business Process Intelligence to Support Incident Management Metrics Selection and Service Improvement

Trinkenreich

Santos

Confort

et al. 2015

International Conferences on Software Engineering and Knowledge Engineering

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Abstract-Background: Businesses are increasingly dependent on IT services, and providers need to deliver fast, with high quality and low cost. An incident is an event that can lead to loss or disruption of services. Incident management reinstates normal service operation as quickly as possible and mitigates negative impact to business, ensuring agreed levels of service quality. So, reduce resolution time is usually the most important goal for incidents. Aims We aim to obtain knowledge about process and identify adequate metrics for Incident Management to help reduction of resolution time. Our research questions are: (i) Which Incident Management sub-process is causing more impact to resolution time? (ii) Which metrics can be used to measure this sub-process? (iii) What actions can be taken to improve Incident Management process in order to reduce impact of this subprocess in resolution time? Method: We present a case study in a global large company that considers reduction of incidents resolution time as a goal. Results: By applying BPM, BPI and Process Mining we were able to discover the underlined process and a bottleneck for resolution time. Moreover, we proposed metrics to improve process and service quality by applying GQM+Strategies.

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Software maintenance from a service perspective

Cited by 51 publications

References 16 publications

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

Exploring the Characteristics of Information Systems Maintenance - Defining Focus and Content through Objects

Toward using Business Process Intelligence to Support Incident Management Metrics Selection and Service Improvement

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