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Publikācija: Analysis of Dynamic Interactions with External Parties During Maintenance of ERP Systems

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Nosaukums oriģinālvalodā Analysis of Dynamic Interactions with External Parties During Maintenance of ERP Systems
Pētniecības nozare Informācijas tehnoloģija
Pētniecības apakšnozare  Sistēmu analīze, modelēšana un projektēšana
Autori Igors Mikulovs
Jānis Grabis
Atslēgas vārdi Enterprise resource planning, external vendor, software maintenance
Anotācija The paper investigates maintenance practices of Enterprise Resource Planning (ERP) systems with emphasis on interactions between on-site maintenance team and third parties. A case study approach is used to identify maintenance activities in ERP systems, to classify them into maintenance categories, and to characterize dynamics and frequency of interactions with the third-party. Multiple deployments of the same ERP system are used in the investigation. Each deployment is in a different stage of its life-cycle what allows analyzing maintenance activities with regards to system’s maturity. Five common maintenance activities (corrective, adaptive, perfective, preventive, user support) are considered while main attention is devoted to a recently introduced category pertaining to ‘communication, coordination and knowledge exchange with external parties’ and named ‘external parties’. Interviews with maintenance staff are used to identify maintenance tasks and maintenance requests database is used for numerical analysis of maintenance requests. The results show that majority of maintenance tasks are performed by the on-site team and maintenance requests escalated to the third party require longer implementation lead times.
DOI: 10.1007/978-3-642-24511-4_17
Hipersaite: http://link.springer.com/chapter/10.1007%2F978-3-642-24511-4_17 
Atsauce Mikulovs, I., Grabis, J. Analysis of Dynamic Interactions with External Parties During Maintenance of ERP Systems. No: Perspectives in Business Informatics Research : 10th International Conference (BIR 2011), Latvija, Rīga, 6.-8. oktobris, 2011. Berlin: Springer Berlin Heidelberg, 2011, 217.-230.lpp. ISBN 978-3-642-24510-7. e-ISBN 978-3-642-24511-4. ISSN 1865-1348. Pieejams: doi:10.1007/978-3-642-24511-4_17
ID 12793