Management and maintenance of IT infrastructure resources such as hardware, software and network is an integral part of software development and maintenance projects. Service management ensures that the tickets submitted by users, i.e. software developers, are serviced within the agreed resolution times. Failure to meet those times induces penalty on the service provider. To prevent a spurious penalty on the service provider, non-working hours such as waiting for user inputs are not included in the measured resolution time, that is, a service level clock pauses its timing. Nevertheless, the user interactions slow down the resolution process, that is, add to user experienced resolution time and degrade user experience. Therefore, this work is motivated by the need to analyze and reduce user input requests in tickets’ life cycle.
Empirical Software Engineering – Springer Journals
Published: Nov 3, 2017
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera