Marko Jäntti. Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management. In Frank Bomarius, Markku Oivo, Päivi Jaring, Pekka Abrahamsson, editors, Product-Focused Software Process Improvement, 10th International Conference, PROFES 2009, Oulu, Finland, June 15-17, 2009. Proceedings. Volume 32 of Lecture Notes in Business Information Processing, pages 317-331, Springer, 2009. [doi]
Abstract is missing.