2. Problem Management Overview
Description
This article is from the Problem Management Tools FAQ, by Dave Eaton dwe@arde.com with numerous contributions by others.
2. Problem Management Overview
Tool Capabilities
Tools marketed as problem management tools may fulfill different
functions. While not a comprehensive list, some common of the common
capabilities are:
* Call Tracking:
+ targeted towards problems reported by customers often over
telephone lines
+ input from variety of geographically disperse locations
+ assignment to responsible person
+ status monitoring and reporting
* Problem Tracking
+ development process management and change management
authorization
+ work (task) management (who, what, when, due date, status)
+ statistics and metrics gathering and reporting
+ historical records and facilitation of understanding
+ integration with configuration management and test tools
Some organizations only need one of these functions, while others need
both. Many organizations choose to integrate their problem management
and configuration management tools to gain better control of their
development activities and to improve quality.
Tool Packaging
Problem management tools may be purchased in any of at least three
distinct packaging methods:
* Stand-alone, no integration with other tools
* Purchased separately, but integrated with one or more companion
software engineering tools such as configuration management and
test tools - may be from the same or from different vendors
* Bundled with other software engineering tools, usually a
configuration management tool from the same vendor
Be certain you determine your needs and confirm that the tool you
select fulfills your needs.
General Advice
Although the statements below do not relate to a particular tool, they
may provide valuable ideas for those implementing problem management.
* Keep it simple. If it gets in the way people won't use it.
* Make it part of your customer support process.
* Make it part of your email system.
* Make problem management a part of the regular information flow.
* Make it part of your design documentation process.
* Documentation the original designer supplies seldom meets
maintenance needs. The change history augments the original
documentation.
* Get requirements from the European Computer Manufacturers
Association (ECMA) reference model.
If you determine the best tool for your needs is one hosted on UNIX
systems, but you must have access to it from PCs as well, consider
using X-Server software on the PCs.
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