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ObjectiveEnable tracking the issues identified for the product or any of its components
Applicability

This practice spans across entire project.

Context

The practice applies to all projects.

Addressed elements in SMM2.7. Management of implementation and development issues
Prerequisites to applynone
Recommendation
  1. Define a process for reporting/recording issues
    1. Provide a publicly available form for reporting the issues
    2. Provide adequate training and/or how-tos to the users and the team.
  2. Define a process for managing the issues
    1. Use or adapt existing verified approaches to managing the issues.
    2. Provide adequate training on managing the issues to the team.
    3. Assign responsibility for managing the issues.
    4. Monitor the process of managing the issues.
  3. Use appropriate tools to support the issue tracking
    1. Prefer tools that are already available (and supported) in the organization
Risks
  1. The endpoint for reporting the issues is unknown/hard-to-find
    1. Issues are selectively reported
    2. Issues are not reported in the recommended way
  2. The process is not defined and/or not followed by the team
    1. Issues are handled inconsistently (long handling times, neglected priorities and/or violated SLA commitments, etc.)
Related practices

none

SourceThis practice has been defined based on the survey, supported by the observation by the SwM team.
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