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ITIL :: View topic - Defect Management through Problem Management
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Defect Management through Problem Management

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Should defects identified during testing and not yet accepted into production be managed through Problem Management?
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Joined: Jul 23, 2015
Posts: 1

PostPosted: Thu Jul 23, 2015 4:58 pm    Post subject: Defect Management through Problem Management Reply with quote

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.
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Joined: Dec 15, 2007
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PostPosted: Sun Jan 24, 2016 10:20 pm    Post subject: Reply with quote

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.

"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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