doi: 10.4304/jsw.3.7.12-21
Estimating and Prediction of Turn around Time for Incidents in Application Service Maintenance Projects
- 1 Perot Systems, EPIP Phase II, Whitefield Industrial Area, Bangalore-560 066, India
- 2 Computer Department, National Institute of Technology Karnataka, Surathkal, India
Abstract
Application Service Maintenance Projectsnormally deals with Incidents as First Level supportfunction. Incidents in majority directly link with ProductionEnvironment, so Turn around Time for Incidents is asignificant factor. Many Companies are having ServiceLevel Agreements with Customer for Turn around Time forIncidents. There is a need to focus on Estimating andPredicting Turn around Time for Incidents. Improvementin Turn around Time helps in improving the Service LevelAgreements earlier agreed with the Customer. Saved timecan be diverted to other Project Activities likeEnhancements or for new requests. This will also helps asone of the paths for Companies to get new business with theCustomer. We have used Capability Maturity ModelIntegration(CMMI)V1.2 Quantitative ProjectManagement(QPM) methodology for Application ServiceMaintenance(ASM) Projects for estimating and predictingturn around time for incidents. By implementing this bestpractice in SEI CMMI Level 5 Company we have achieved asignificant improvement of approximately 50 percentreduction in Average Turn around Time for incidents.
Keywords
- Software Estimation
- Statistical Process
How to Cite
Basavaraj M.J and 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. https://doi.org/ 10.4304/jsw.3.7.12-21
Copyright & License
Copyright © 2008 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).