Problem Tracking and Reporting

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Problem Tracking and Reporting

• Ed Jarosch
• Unisys Corporation

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Problem Tracking ReportingOutline

• Look at the Basics
• What is it?
• Why do it?
• The Next Dimension
• Global Infrastructure
• Summary

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Problem Tracking Reporting

• Typical Definition
• A process by which any defect reported
  against a product is logged into a common
  repository and tracked through closure.

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Problem Tracking Reporting

• Why do it?
• Avoid duplication of effort
• Need to identify problems track closure
• internal and external
• Need to provide status on problems reported
• readiness of product (defect projection)
• responsiveness to user (response goals)
• Provide a vehicle to gather measures
• post mortems
• continuous improvement

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Problem Tracking Reporting

• Why do it? (continued)
• Timely updates
• Over the wall stability updates inadequate
• Faster response
• Users can view problems and fixes reported
• Users can download available fixes

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Problem Tracking Reporting

• Expanded Definition
• A process by which any defect, technical
  assistance request or new feature suggestion
  reported against a product and is logged into a
  common repository and tracked through closure.

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Problem Tracking Reporting

• Service Request
• A mechanism for tracking and reporting a
  defect, technical assistance request or new
  feature suggestion.

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Problem Tracking Reporting

• Elements of a Service Request
• Place (submit)
• Status (query)
• Add note (update)
• Cancel

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Problem Tracking Reporting

• Information Required for
• Problem report
• Problem Description
• attachments (scripts, memory dumps, data files,
  etc.)
• Technical Assistance
• Objective Description
• Feature Suggestion
• Requirement Description

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Problem Reporting Tracking

• Required fields for problem reports
• Operating System level
• Problem Description/Symptom
• Priority
• Reproducible
• Materials available (e.g., scripts, dumps)
• Frequency (1-time, multiple)

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Problem Reporting Tracking

• Optional fields for problem reports
• Operations Impact
• Materials Description
• Workaround
• Suggested Fix
• Environment and/or data files
• etc.

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Problem Reporting Tracking
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Problem Reporting Tracking

• How are problems reported?
• Voice (Customer Support/Help Desk)
• Electronic (via World Wide Web)
• two way electronic dialogue
• Hardware Call Home
• e.g., ET Phone Home

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Problem Reporting Tracking
Current Service Request Flow
E N D U S E R
Voice Hardware Request
S R M S
Place, Status, Add Note
Voice Software Request
CMW
Place, Status, Add Note
Service Dispatch
SureTrack
CTNT
P,S,AN
P,S,AN
Hardware Request USO Software Request
Support Dispatch
Voice Calls for Support
CallTrack
Engineering Primus
Worldwide Primus
P,S,AN
UCF,Contacts
UCF Contacts
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Problem Reporting Tracking

• Processing a Service Request
• Client Identification
• multiple names for company
• Client Entitlement
• business rules vary per company
• fix within 4 hrs, same day, next business day
• business rules vary by product
• time materials

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Problem Reporting Tracking

• Worldwide Service Delivery
• 7 x 24 Operations, 365 days per year
• Virtual Support Theaters with shared call
  tracking database
• U.S. / Canada Locations - USCT
• Europe Locations - EAT
• Asia Pacific Locations - APT
• Latin American Locations - LACT
• "Virtual" Centers communicate via WAN network
  links
• Electronic consultation and escalation
• Broad critical mass of system analyst expertise
• Remote "electronic on-site" service delivery

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Problem Reporting Tracking
Virtual Support Theaters
Asia Pacific
Latin America Caribbean
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Problem Reporting Tracking
Virtual Support
Follow the Sun
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Problem Reporting Tracking

• Service Solution
• Global Architecture
• Any type of Service Request can be taken from
  anywhere in the world and delivered to anywhere
  in the world

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Problem Reporting Tracking

• Operations Systems Architecture
• Global use of same service delivery system
• All types of service delivered are integrated
• Total service to end client by a combination of
  Unisys, 3rd party Vendors, and Partners

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Problem Reporting Tracking
Current Service Request Flow
E N D U S E R
Voice Hardware Request
S R M S
Place, Status, Add Note
Voice Software Request
CMW
Place, Status, Add Note
Service Dispatch
SureTrack
CTNT
P,S,AN
P,S,AN
Hardware Request USO Software Request
Support Dispatch
Voice Calls for Support
CallTrack
Engineering Primus
Worldwide Primus
P,S,AN
UCF,Contacts
UCF Contacts
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Unisys Support Online

• Unisys Support Online is a Worldwide Web-based
  service delivery resource that provides
  multi-faceted enterprise and client/server
  solutions.
• Unisys Support Online promotes client
  pro-activity toward preventing and resolving
  hardware, software, and network problems.

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Unisys Support Online
The Homepage Graphic
www.service.unisys.com
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Unisys Support Online

• SERVICE Delivery Platform
• Software Support
• Two-way communication with the Client Support
  Centers
• Hardware Service
• Request an on-site Client Service Engineer (CSE)
• Product Support
• In-depth operational technical data, including
  solution databases
• Support Forums
• An array of technical and informational
  conferences/topics

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Unisys Support Online

• Software Support
• Software Support is a bi-directional
  communication link to the technical experts.
• Registered, entitled clients can report problems,
  pose technical questions, and receive expert
  solutions.
• To further expedite Service Delivery, the client
  can also upload supporting diagnostic data .

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Unisys Support Online

• Hardware Service
• Hardware Service is an electronic interface to
  Client Service Engineering.
• Registered, entitled clients can request on-site
  maintenance as well as track the status of their
  request.

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Unisys Support Online

• Product Support
• View Download a wide-range of in-depth and
  operational technical data - including solutions
  to known problems.
• Registered, entitled clients can reference
  information about Unisys computer systems,
  applications, 4GL, and financial products.

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Unisys Support Online

• Product Support (continued)
• Product Support data includes

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USO Activity/Usage
YTD Growth H/W 41, S/W 0, UCF 13, Access/Day
10
10 Week Qtr
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USO Registrations
YTD User Growth 5
YTD Account Growth 4
10 Week Qtr
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New Look Feel Planned 2Q98
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Problem Reporting Tracking

• Summary
• Service Delivery requires an enhanced Problem
  Reporting Tracking System.
• Positioning for the Global Marketplace requires
• Language time zone awareness
• Integrated Problem Reporting Tracking System
• Multilingual 24 hour support capability
• Comprehensive Service Delivery Infrastructure