Information Technology Reference
In-Depth Information
Assessment
Status
Work
Status
Actual
Owner
Priority
ID
Modul
Type
Reported by
Description
open
entered
xyz
error
Jones
Brown
short text
2
#num
Fig. 2.7 Tracking tool
forwards the problem with an appropriate description to the second level support.
After checking and reproducing the error it is entered into a tracking tool (Fig.
2.7
).
The tracking tool is a software supported instrument to follow up error correc-
tions. This tool should be based upon at least the following items:
Assessment status:
open, rejected, closed
In work status:
entered, in progress, finished, quality assured, delivered
Module:
identification of the relevant module of the software package
Type:
error, change request
Reported by:
name of the person, who first reported the problem (user)
Actual owner:
person, taking care of the problem at the moment
Description:
short text
Priority:
1, 2, 3
ID:
numerical identification code.
Once the error has been entered in the tool it will be attended to within the work
schedule of the development unit by taking its priority into account (priority “1”)
after consultation with the customer. Once the in work status reaches “finished” a
first patch for internal testing is loaded onto the development system. If it passes
successfully a quality assured patch is loaded onto the test system of the customer,
the in work status changes to “quality assured” and the customer is notified for
acceptance test.
Thereafter the usual acceptance procedures apply. After successful acceptance
the new software is put into operation. The in work status changes to “delivered”
and the assessment status to “closed”.
2.4 Autonomy of Sub-projects
The sub-projects listed under Sect.
2.2
have to be in phase with each other and have
certain formalities in common. However, it does not make much sense to control
them centrally concerning every detail. Thus the principle of subsidiary should hold
meaning that professional knowledge as well as responsibility should reside on the
level of execution. It is quite sufficient that agreement is reached on the following
subjects:
