The use of analytic hierarchy process to rank factors of software failures: A case study of a telecommunication company in Indonesia

Rosa Reska Riskiana, Betty Purwandari, Riri Satria, Iis Solichah

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Citations (Scopus)

Abstract

Information technology plays an important role in telecommunication industry. Their businesses rely on some key software, such as Customer Relationship Management (CRM), charging and payment gateways. However, telecommunication companies face challenges in maintaining quality of their software. Consequently, software failures happen and these organizations cannot meet their Service Level Agreements (SLAs). It gives bad impact on customers' satisfaction and companies' performance. Therefore, this study examines factors causing the software malfunctions. The Analytic Hierarchy Process (AHP) was employed to rank these factors. To contextualize the study, a telecommunication company in Indonesia was used as a case. It was found that (1) Computational/Logic Error, (2) Insider Threat, (3) Improper Testing of Change, (4) Configuration Error, (5) Network Hardware Failure (6) Password Disclosures, (7) Denial of Services Attacks were the top rank of software failure roots.

Original languageEnglish
Title of host publication2017 International Conference on Information Technology Systems and Innovation, ICITSI 2017 - Proceedings
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages336-341
Number of pages6
ISBN (Electronic)9781538631003
DOIs
Publication statusPublished - 23 Jan 2018
Event4th International Conference on Information Technology Systems and Innovation, ICITSI 2017 - Bandung, Indonesia
Duration: 23 Oct 201724 Oct 2017

Publication series

Name2017 International Conference on Information Technology Systems and Innovation, ICITSI 2017 - Proceedings
Volume2018-January

Conference

Conference4th International Conference on Information Technology Systems and Innovation, ICITSI 2017
CountryIndonesia
CityBandung
Period23/10/1724/10/17

Keywords

  • Analytic Hierarchy Process (AHP)
  • Software failure
  • telecommunication company

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