Volume 3 Number 7 (Oct. 2008)
Home > Archive > 2008 > Volume 3 Number 7 (Oct. 2008) >
JSW 2008 Vol.3(7): 12-21 ISSN: 1796-217X
doi: 10.4304/jsw.3.7.12-21

Estimating and Prediction of Turn around Time for Incidents in Application Service Maintenance Projects

Basavaraj M.J1, Dr. K.C Shet2
1Perot Systems, EPIP Phase II, Whitefield Industrial Area, Bangalore-560 066, India
2Computer Department, National Institute of Technology Karnataka, Surathkal, India

Abstract—Application Service Maintenance Projects normally deals with Incidents as First Level support function. Incidents in majority directly link with Production Environment, so Turn around Time for Incidents is a significant factor. Many Companies are having Service Level Agreements with Customer for Turn around Time for Incidents. There is a need to focus on Estimating and Predicting Turn around Time for Incidents. Improvement in Turn around Time helps in improving the Service Level Agreements earlier agreed with the Customer. Saved time can be diverted to other Project Activities like Enhancements or for new requests. This will also helps as one of the paths for Companies to get new business with the Customer. We have used Capability Maturity Model Integration(CMMI)V1.2 Quantitative Project Management(QPM) methodology for Application Service Maintenance(ASM) Projects for estimating and predicting turn around time for incidents. By implementing this best practice in SEI CMMI Level 5 Company we have achieved a significant improvement of approximately 50 percent reduction in Average Turn around Time for incidents.

Index Terms—Software Estimation, Statistical Process Control, Application Service Maintenance Projects, Incidents


Cite: Basavaraj M.J, Dr. K.C Shet, " Estimating and Prediction of Turn around Time for Incidents in Application Service Maintenance Projects," Journal of Software vol. 3, no. 7, pp. 12-21, 2008.

General Information

ISSN: 1796-217X (Online)
Frequency: Monthly (2006-2019); Bimonthly (Since 2020)
Editor-in-Chief: Prof. Antanas Verikas
Executive Editor: Ms. Yoyo Y. Zhou
Abstracting/ Indexing: DBLP, EBSCO, Google Scholar, ProQuest, INSPEC, ULRICH's Periodicals Directory, WorldCat, etc
E-mail: jsw@iap.org
  • Dec 06, 2019 News!

    Vol 14, No 1- Vol 14, No 4 has been indexed by EI (Inspec)   [Click]

  • Jun 22, 2020 News!

    Papers published in JSW Vol 14, No 1- Vol 15 No 4 have been indexed by DBLP     [Click]

  • Jun 22, 2020 News!

    The papers published in Vol 15, No 5 have all received dois from Crossref    [Click]

  • Aug 01, 2018 News!

    [CFP] 2020 the annual meeting of JSW Editorial Board, ICCSM 2020, will be held in Rome, Italy, July 17-19, 2020   [Click]

  • Jun 22, 2020 News!

    Vol 15, No 5 has been published with online version     [Click]