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In this paper, we will use a novel measure of information called Cumulative Residual Entropy (CRE) to develop a new measurement of risk and compare it with variance, then conclude the existence of variance is sufficient condition for existence of CRE and there exists a positive linear correlation between CRE and standard-deviation in experiment study. We apply it to solve risk measure problem for some special heavy-tail distribution of non-existence variance. [ABSTRACT FROM PUBLISHER]

Efficiency is critical to the profitability of software maintenance and support organizations. Managing such organizations effectively requires suitable measures of efficiency that are sensitive enough to detect significant changes, and accurate and timely in detecting them. Mean time to close problem reports is the most commonly used efficiency measure, but its suitability has not been evaluated carefully. We performed such an evaluation by mining and analyzing many years of support data on multiple IBM products. Our preliminary results suggest that the mean is less sensitive and accurate than another measure, percentiles, in cases that are particularly important in the maintenance and support domain. Using percentiles, we also identified statistical techniques to detect efficiency trends and evaluated their accuracy. Although preliminary, these results may have significant ramifications for effectively measuring and improving software maintenance and support processes. [ABSTRACT FROM AUTHOR]