Abstract
Discussion of a topic not often covered in software engineering books. Based on real world experience running a large enterprise support organization responsible for a portfolio of web applications managing hundreds of millions of dollars of revenue. The scope, methods, and techniques of organizing and managing support engineering organization are presented and explained. This includes software delivery, software maintenance, software evolution, and more. Discussion of concepts of system drift introduced for the first time.
Keywords: Software support, software support engineering, proactive monitoring, ITIL, incident response, problem management, change management, system drift, support framework.
Related Journals
Related Books
Computational Intelligence For Data Analysis
Machine Learning and Its Application: A Quick Guide for Beginners
Applied Machine Learning and Multi-Criteria Decision-Making in Healthcare
A First Course in Artificial Intelligence
Artificial Intelligence: Models, Algorithms and Applications
Advanced Computing Techniques: Implementation, Informatics and Emerging Technologies
Handbook of Mobile Application Development: A Guide to Selecting the Right Engineering and Quality Features
Ad Hoc and Sensor Wireless Networks: Architectures, Algorithms and Protocols
Applications of Modern High Performance Networks
Arduino Meets Matlab: Interfacing, Programs and Simulink