Taxonomy of problem management activities

Maintenance categories differ too much in order to be covered by one and the same generic process model. Too general process models do not give enough guidance when building process models and when measuring processes. They often invite subjectivity and imprecision. The authors suggest a detailed taxonomy of the activities for one of the processes essential within corrective maintenance: Problem Management Process. Together with other taxonomies of the processes inherent within corrective maintenance, this taxonomy should constitute a platform for defining corrective maintenance process models and an interim reference model for future measurements of corrective software maintenance.