Software Development and Support Models

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"jos de neve"
Junior Member
Posts: 4
Joined: Fri Mar 29, 2002 3:39 am

Software Development and Support Models

Post by "jos de neve" »

greetings
I have done research and development of CLD and SD on the subject of
corporate IT support call desks behavior over time for a worldwide
corporation.
I ll post you directly some details.
I do not know of an earlier reference.
best regards

jos de neve - executive support group
From: "jos de neve" <esg@skynet.be>
snepkaai 6
b 9000 gent - belgium
tel: +32.(0)9.2228045
fax: +32.(0)9.2450950
gsm: +32.(0)75.750092
Robert Glitz
Junior Member
Posts: 18
Joined: Fri Mar 29, 2002 3:39 am

Software Development and Support Models

Post by Robert Glitz »

Greetings,

I was just assigned to a government systems software development,
acquisition, and support organization. Since Ive arrived, I have
noticed the inter-relationships and feedback between the systems
engineering, software development, configuration mgt, test/QA, and (my
own division) customer support (AKA the help desk). I was wondering if
anyone has done any modeling of this business -- particularly the
dynamics of help desk call volumes, completion rates, etc. Were
embarking on an effort to consolidate all help desks in the command with
common software, processes, systems etc. and Id like to show people the
effects on the rest of the Central Design Activity (as were known).

It seems that there was a reference earlier to software coding error
rates and developer training, but Ive lost the trail on that.

Thanks in advance.

Robert J. Glitz, LtCol, USAF
From: Robert Glitz <rglitz@erols.com>
Tom Fiddaman
Senior Member
Posts: 55
Joined: Fri Mar 29, 2002 3:39 am

Software Development and Support Models

Post by Tom Fiddaman »

For help desk call volumes, Rogelio Olivas MIT PhD thesis on service qua=
lity
may be of interest:

Oliva, R. (1996). A Dynamic Theory of Service Delivery: Implications for
Managing Service Quality. Sloan School of Management. Cambridge, MA, MIT.

In software development Tarek Abdel-Hamid has done a lot of key work:

Abdel-Hamid, T. K. (1988). =93The Economics of Software Quality Assurance=
: A
Simulation-Based Case Study.=94 MIS Quarterly 12(3): 395-411.
=20
Abdel-Hamid, T. K., & Madnick, S. E. (1989). =93Software Productivity:
Potential,
Actual, and Perceived.=94 System Dynamics Rev. 5(2): 93-113.
=20
Abdel-Hamid, T. K., & Madnick, S. E. (1990). =93The Elusive Silver Lining=
:
How We
Fail to Learn from Software Development Failures.=94 Sloan Management Rev=
iew
32(1): 39-48.
=20
Abdel-Hamid, T. K., & Madnick, S. E. (1991). Software Project Dynamics.
Englewood Cliffs NJ, Prentice Hall.
=20
You might find much of the SD project literature to be of use, e.g. Ford =
&
Stermans recent article in the SD Review.

Regards,

Tom

****************************************************
Thomas Fiddaman, Ph.D.
Ventana Systems http://www.vensim.com
34025 Mann Road Tel (360) 793-0903
Sultan, WA 98294 Fax (360) 793-2911
Tom@Vensim.com http://home.earthlink.net/~tomfid/
****************************************************
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