click here! click here! click here! click here! click here!

Home » Currently Reading:

Tracer – Issue Management

  • Tracer_Small_Logo

 

 

Issues can impede the progress of a work activity. They can require management attention. This formal communication mechanism, enabled by Tracer through the development and distribution of electronic documents, ensures that all parties are aware of issues, have any necessary background information, and understand the potential impacts.

Allows tracking and reporting of issues that can HOLD UP WORK

  • AUTOMATIC NOTIFICATION of issue assignment
  • REAL-TIME VIEW of issues requiring review or resolution
  • Tracer allows you to PRIORITIZE ISSUES by severity.

Issue management

 

Tracer’s issue tracking and management system enables root cause analysis. Issues are classified via predefined criteria. Trends are identified through multiple sorting and filtering options, resulting in the identification and resolution of continually occurring issues before they can significantly impact work activities.

 

Issues Report

Our Sponsors

Special Link

Please visit Accelerating IT Success for the latest Service Management -ITIL news and information.

IT Support Services Comments

  • android application development: Magnificent items from you, man. I’ve remember your stuff prior to and you are just extremely magnificent. I really like what you’ve acquired here, certainly like what you’re saying and the way in w...
  • Bob Anderson: DTransition to "cloud computing" sounds like a project rather than a service. There are different goals for projects than there are for continuing service management. I suggest you use something like ...
  • Bob Anderson: You cannot manage what you cannot measure. It is all in how management uses the measurements. To improve or to beat people up! But without metrics and measurements you are flying blind in a fog throug...
  • Jeremy Brooks: "Measurement can be a double-edged sword. It can save money and time, or it can cause damage to an organization" I really agree with this statement given by Manfred Bundschuh....
  • online groupware: these type of publish are always encouraging and i want to research amazing content so i’m fulfilled to discover many amazing factor here in the publish, writing ...

ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
Question :
Hi Bob, Since I have make a control of doubts from our dealers questions, that uses our SW, is possible to see evaluation of our intern SLA. Me question is: I find only three metrics using to compare months to months our evolaution: error programs, legislation, improvem...
Answer :
Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
Question :
In your answer to "Question : bugs, known errors and kb articles". You refer to CMMI-DEV and talk about defects and say that CMMI-DEV is for software development and does not deal with operations. So, is that another way of saying that CMMI-DEV ignores operations? Isn't...
Answer :
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM  were not really initially inter...
Question :
Hi Bob, Continuing on the question i posted yesterday. I understand your comment and we have actually done that. It is a reactive approach and we now want to move to a praoctive approach and want to understand if these activities should be managed under the change proce...
Answer :
Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
Question :
The chaos in applicaiton support in my company is in part due to the limited resources assigned to aging applications and very little documentation. How do I suggest that we need help?
Answer :
Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
Question :
If a customer is powering down equipment at his site and it will bring down the services during that time, should this be recorded as a change. You will not have any control over this activity and this activity is managed by the customer himself. These activities may ha...
Answer :
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...

Popular Content