Introduction: In organizations with software systems in production, new and often\nunexpected requirements for development come up due to strategic, tactical, and\noperational customer needs. In this context, it is a strategic advantage for software\nsuppliers to be able to provide software services that meet these demands faster\nand with less overhead than negotiating traditional value-neutral project-oriented\nsoftware deliveries.\nCase description: This article reports on the industrial experience of restructuring the\nsupplier-side software development process into a value-based service-oriented format,\nguided by a service reference model. A service level agreement (SLA) was established\nbetween supplier and customer reflecting the business needs and values. The report\ndescribes the contractual aspects and internal managerial controls employed to facilitate\nthe compliance of the provided services with the SLA, including the integrated use of a\nmanagerial spreadsheet, an issue-tracking system, and a Kanban chart.\nDiscussion and evaluation: The feasibility and results of restructuring software\ndevelopment into a service-oriented format are evaluated. Major results were that\nonly moderate effort was required, around one person month, due to the support\nof the service reference model and a sufficient level of previously installed capabilities,\nand that the goals regarding improved quality, productivity, and customer satisfaction\nwere successfully achieved. Additionally we discuss stakeholder needs, the support\nfrom the service reference model, the lessons learned, and the success factors for\nsuch restructuring.\nConclusions: Restructuring software development in the format of continuous service\ndelivery, guided by a service reference model, is feasible and for suitable contexts can\nprovide significant benefits concerning quality, productivity, and customer satisfaction.
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