Introducing Incident Management

„Who made a mistake and did not correct it, commits a second„
(Konfuzius)

In the course of a test project deviations between expected and effectively occurred test results emerge. These deviations must be documented understandable and traceable before deciding whether and at which time a correction would be necessary. A correction has to be tested again and again deviations can happen, etc.

In order to handle all deviations in a structured and adequate way a Incident Management is required which follows – ideally tool supported – a defined Incident Status Model and a resulting Incident Management Process.

We will support you with established tools and processes to define and introduce a customized incident management for your project.

Approach

In a workshop we present our Incident Status Model developed in many years of experience, the resultant process, rules and content of incident documentation as well as the possibility of incident classification. Together with you we will adapt our proposal to the concrete conditions of your project and verify if an already existing tool can be used. If there is no Incident Management Tool in your company applied we will evaluate an adequate tool, present the particular qualities and support you in decision making.

After management of the installation of the chosen alternative we will set up the content of the tool according to the Incident Status Model, create the training material and do the training of the users. We will agree and implement the required reports for status overview as well as control activities together with your test manager.

The introduction of process and tool can whether be done as a pilot project – generally within an overall interdepartmental test process – or within the course of the actual project. However it has to be considered that this happens in an early project phase because in a later phase the introduction is more an obstacle than a support for the project success. During the introduction we will monitor and control the usage of the tool and therefore the process in regular status meetings on the basis of the tool content. At the end of the introduction phase we will demonstrate which optimizations are possible.

Results

Defined Defect Management Process
Defined Defect Status Model
Defined Defect Documentation rules
Decision proposal for a Defect Management Tool if no adequate tool is actually used
Set up of Defect Management Tool
Eingerichtetes Werkzeug für den definierten Prozess
Training material for use of Incident Management Tool
Plan of action as a result of monitoring, status meetings and feedback interviews

Benefit

Defined Incident Management as base for control of error correction measures
Traceable documentation of deviations while test execution
Possible Status reports for Incident Management at every time
Transparency regarding incident correction process
Defined communication channels because of the Incident Status Model
Learning effect and optimization in the course of the running project

Prerequisites

None

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