¹Perot Systems, EPIP Phase II, Whitefield Industrial Area, Bangalore-560 066, India
²Computer Department, National Institute of Technology Karnataka, Surathkal, India

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Abstract—Application Service Maintenance Projects normally deals with Incidents as First Level support function. Incidents in majority directly link with Production Environment, so Turn around Time for Incidents is a significant factor. Many Companies are having Service Level Agreements with Customer for Turn around Time for Incidents. There is a need to focus on Estimating and Predicting Turn around Time for Incidents. Improvement in Turn around Time helps in improving the Service Level Agreements earlier agreed with the Customer. Saved time can be diverted to other Project Activities like Enhancements or for new requests. This will also helps as one of the paths for Companies to get new business with the Customer. We have used Capability Maturity Model Integration(CMMI)V1.2 Quantitative Project Management(QPM) methodology for Application Service Maintenance(ASM) Projects for estimating and predicting turn around time for incidents. By implementing this best practice in SEI CMMI Level 5 Company we have achieved a significant improvement of approximately 50 percent reduction in Average Turn around Time for incidents.

Index Terms—Software Estimation, Statistical Process Control, Application Service Maintenance Projects, Incidents

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Cite: Basavaraj M.J, Dr. K.C Shet, " Estimating and Prediction of Turn around Time for Incidents in Application Service Maintenance Projects," Journal of Software vol. 3, no. 7, pp. 12-21, 2008.