Maintenance at ABB (I): software problem administration processes

Abstract

In large software organisations, a maintenance process is seldom monolithic. Instead, it is a complex family of various processes collaborating with each other where each process executes a clearly defined task. In this paper, we present a comparative study of maintenance processes utilised by two ABB organisations, namely ABB Automation Products AB, and ABB Robotics AB. These processes administer the management of software problems. Thus, this study could be regarded as a report on the state of maintenance practice at the present moment.