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Defect Management through Problem Management

Posted: Thu Jul 23, 2015 2:58 am
by PBMKNO
Hi All,

I was wondering whether anyone could share some experience/opinion/best practise around the below:

Prior to an application going live, say during acceptance testing, a number of defects are identified.
Once the application goes live, all Production defects (if any are accepted into Production through Change Management) are expected to be managed as Problem Records of type Defect within the Problem Management module of the ITSM tool that the organisation uses.

However, prior to the application going live, should the defects be managed in a different defect management system outside of the ITSM tool (with a view that the ITSM tool should be used to track Problems associated with the Production environment and thus be a reflection of the live environment) or it is acceptable that the defects be managed within the ITSM Tool against a service that is not LIVE yet?

Do people have any experience with this in their respective organisations?

Thanking you in advance.

Posted: Sun Jan 24, 2016 7:20 am
by viv121
There is an agreed cooling period or the Post Implementation period after an application is gone live or it is enhanced from its previous version. Within this period the issues encountered on the 'new' or 'enhanced' functionality are not recorded on the ITSM tool i.e. as Incidents and subsequently Problems. When the new application impacts any existing functionality then ITSM tool is used. Same process is followed after the Post Implementation Support period gets over.