Evaluation of CM^3: Front-End Problem Management within Industry

Abstract

We have created a process model for managing corrective maintenance requests at the front-end support level. Our model is called CM3: front-end problem management. It was elicited at two ABB organisations and refined at Cap Gemini Ernst & Young and Scandinavian Airline Systems. In this paper, we evaluate it on a major scale using feedback from 15 major software organisations. The evaluation results show that CM3: front-end problem management appropriately mirrors the industrial reality