A contribution to continual software service improvement based on the six-step service improvement method

Abstract

The end users' expectations for the software services are increasing. With new technologies, e.g. cloud computing and software as a service trend, the quality of the services through a full product life cycle, together with the cost of services, are key factors in making the competitive advantage in new markets. In most cases in today's business, there is always the Service Level Agreement (SLA) that has to be maintained as well. Therefore, there is a clear need for taking into consideration the complexity of the programmed solution, that is the basis of the given service, probability of an error occurrence, and all costs that will be associated with operating the service. In this paper, the important elements of the quality of the software that is considered a service to a business function are analyzed. The proposal of the six step method, which could be utilized in continuous quality improvements, is given. With this method, it is possible to better understand the root reasons for a specific service's behavior. Understanding service behavior is the key prerequisite for service improvement. The method encapsulates systematic approach in comparative analysis of the defined parameters of each service, with the same parameters of other services that belong to the same rank. These relative comparisons are proposed to be done in drill-in cycles until getting to the point of clear understanding of what makes one service better than the other and vice versa, in the given business environments. Each single conclusion on each level of cycled comparative measurements would trigger improvement action at that level. This method also provides the management with better tools to perform adequate human resources capacity planning for each software service for the given time frame. An example of the method utilization on one selected use case is given as well. © 2012 World Scientific Publishing Company.