Research On Software Operation And Maintenance Service Management Process

With the increasing widely used of software application, run-time software maintenance, updating, troubleshooting, problem management etc. has become a pressing problem of software industry. Every year a large number of software operational failures result in a serious business interruption or error reports, causing enormous loss of economic and society benefits, while the costs of software operation and maintenance are increasing. How to improve software operation and maintenance service management process maturity and to build efficient and reliable software operation and maintenance supporting large-scale, repeatable, high-quality, efficient software operation and maintenance services, is becoming a new bottleneck constraining the development of software industry.Firstly, this paper studies software operation and maintenance service management mechanism, and describe the propose service management lifecycle, divided into five stages, operation and maintenance service strategy, software service design, software release, software operation, software maintenance, and then analyze the characteristics of each stage. This paper identifies and analyzes key processes in each stage.Then this paper studies process meta-modeling for software operation and maintenance service management based on the identified processes. We identify and define core concepts of software operation and maintenance service management process, and select BPDM as the base to complete the entire software operation and maintenance service management process meta-model. After that, this paper researches on organization-level and process-level measurement of software operation and maintenance service management process. Based on meta-model of software operation and maintenance service management process and Organization Process Performance process area in CMMI-DEV, a process-level approach is proposed. Under this approach we conduct a case study using actual business data. Based on process measurement, this paper also studies software operation and maintenance service management process optimization, and proposes an approach of human resource allocation optimization. Simulation experiment shows that this approach ensures local activities efficiency and quality under the premise of overall process efficiency and quality not affected significantly.At last, this paper designs and develops a software operation and maintenance service management platform prototype based on the meta-model, to automate part of key processes.Software operation and maintenance service management process is a new research topic in software engineering. This paper explores software operation and maintenance service management process meta-model, measurement and optimization, which is the foundation of future work.