CHAPTER 13Incidents, Defects, and Enhancements
This chapter addresses emergency incidents, production defects, and enhancement requests. Defect fixes and enhancements are addressed together in this chapter because they both cause a change in production. Their priorities and the level of scrutiny involved in obtaining approvals will differ, but the overall process of migrating the change into production will be the same.
We will start by defining incidents, defects, and enhancements, and we will distinguish defects from enhancements. Then we will delve into the two processes for handling defects and enhancements. The enhancement process is more complicated, since there is more discretion on approvals and prioritizations.
The IT maintenance manager ...
Get IT Maintenance now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
