Evolution of a Software Maintenance Organization from Cost Center to Service Center

S. Smit, P.H.N. With, de, G.-J. Dijk, van

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

1 Citation (Scopus)
164 Downloads (Pure)


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 languageEnglish
Title of host publicationIEEE Computer Proc. Int. Conf. on Software Maintenance (ICSM03), 22-26 September, Amsterdam
Place of PublicationPiscataway
PublisherInstitute of Electrical and Electronics Engineers
ISBN (Print)0-7695-1905-9
Publication statusPublished - 2003


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