Effectively Managing Service Incident Data by Implementing ISO/IEC 29110 Part 4-3: Service Delivery in Industry and Digital Technology Services

The survey conducted by ISO/JTC1SC7WG 24 among digital industry entrepreneurs revealed that 49.1% of them face challenges in managing customer requirements [1]. To address this issue, entrepreneurs should consider adapting their customer requirements management processes according to the international software quality standard ISO/IEC 29110 Part 4-3: Service delivery [2], [3]. In this research, the study outlines the steps in managing changes that impact customer usage and evaluates the effectiveness of incident management processes in service delivery. The findings indicate that before implementing the mentioned standard in service delivery and responsiveness, satisfaction was at 40%. However, after the application of the international standard, satisfaction significantly improved to 100%.