Improving the software problem management process: a case study

Authors:
Marko Jäntti;Kari Kinnunen
Affiliations:
Department of Computer Science, University of Kuopio, Kuopio, Finland;TietoEnator Forest&Energy Oy, Kuopio, Finland
Venue:
EuroSPI'06 Proceedings of the 13th European conference on Software Process Improvement
Year:
2006

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Abstract

This paper describes the results of a case study focusing on improving the software problem management process in TietoEnator Oyj. The research question is what kind of challenges are related to the software problem management process. As main findings, we show a list of challenges identified during the study. Those challenges include the increasing number of open and duplicate problems in the problem database, difficulties in combining existing problem management concepts with ITIL-based concepts, a lack of performance metrics such as incident turnaround times, and a lack of knowledge base. The main contribution of this study is to help IT organizations to identify the challenges and problems that are related to ITIL-based problem management.