CHAPTER 1: PEOPLE

Cooking broth

“Too many cooks spoil the broth”? This notwithstanding, it is remarkable that there are not more errors made in an increasingly distributed, outsourced and virtualized world.

Consider the lifecycle of a problem ticket for an application bug (see Figure 5).

image

Figure 5: Problem management

Potential errors that can arise with managing the ticket:

•  Multiple tickets are created for the same issue

•  The support personnel fails to escalate the ticket in a timely manner

•  The analyst assigns the ticket to a developer in the wrong group

•  The tester tests the bug and logs the status in a separate test management tool ...

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