Abstract
IT organizations need systematic methods to manage the increasing number of service requests and software problems reported by customers. A large number of open problems can rapidly increase the costs of software maintenance and development. Therefore, an IT organization needs a well-defined customer support model. However, existing customer support models have one major shortcoming: a lack of process description that shows the interaction between different support processes (incident management, problem management and change management) and their activities. In this paper, we use a constructive research method to build an improved process model for customer support. Additionally, we present findings of a case study that focused on improving support processes in a medium-sized Finnish IT company. The research question in this paper is: What is the role of the problem management process in customer support?
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Jäntti, M., Pylkkänen, N. (2008). Improving Customer Support Processes: A Case Study. In: Jedlitschka, A., Salo, O. (eds) Product-Focused Software Process Improvement. PROFES 2008. Lecture Notes in Computer Science, vol 5089. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-69566-0_26
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DOI: https://doi.org/10.1007/978-3-540-69566-0_26
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