Evolution of a software maintenance organization from cost center to service center

被引：0

作者：

Smit, S ^{[1
]}

de With, PHN ^{[1
]}

van Dijk, GJ ^{[1
]}

机构：

[1] EHATI, LogCMG, NL-5605 JB Eindhoven, Netherlands

来源：

INTERNATIONAL CONFERENCE ON SOFTWARE MAINTENANCE, PROCEEDINGS | 2003年

关键词：

software maintenance; practice; software process improvement; service center; organization; management;

D O I：

10.1109/ICSM.2003.1235423

中图分类号：

TP31 [计算机软件];

学科分类号：

081202 ; 0835 ;

摘要：

This paper describes experiences with the evolution of a software maintenance organization for digital set-top boxes of a leading electronics company from a cost center towards a service center. Several years ago a dedicated software maintenance group was constituted As the costs for software maintenance were not recovered from the customers, the software maintenance group was merely considered a cost center. Through starting a metrics program for software maintenance and defining a service strategy with various service levels, the software maintenance group generated sufficient revenues to become self-supporting. An important conclusion is that the use of ITIL service support has helped to develop a better customer focused approach, which is considered as the most important critical success factor for a professional, self-supporting maintenance organization.

引用

页码：209 / 212

页数：4