Staffing Software Maintenance Projects with Multiple Service Levels in SLA

Abstract

Today outsourcing a software system's maintenance is common in software industry. Software maintenance organizations need to estimate the size of software maintenance team, in order to make decisions about acceptance or rejection of a project. In this paper we present a method to estimate the optimal staffing needed for a project that has multiple service levels with different priority and response time. The priority and response time determined with a SLA. We use results of queuing theory to model the maintenance environment with non-preemptive priority M/M/c queue. We also show that response time of an arbitrary request can not be less than a specified time

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Cite this paper

@inproceedings{Ghorbalipoor2008StaffingSM, title={Staffing Software Maintenance Projects with Multiple Service Levels in SLA}, author={M. Ghorbalipoor and Mehdi Rahimdel Meybodi}, year={2008} }