Abstract
The 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 (IT infrastructure library) 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.
| Original language | English |
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| Title of host publication | IEEE Computer Proc. Int. Conf. on Software Maintenance (ICSM03), 22-26 September, Amsterdam |
| Place of Publication | Piscataway |
| Publisher | Institute of Electrical and Electronics Engineers |
| Pages | 209-212 |
| ISBN (Print) | 0-7695-1905-9 |
| DOIs | |
| Publication status | Published - 2003 |