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A systematic analysis of defects, incidents, tickets and service effort estimation

Author

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  • Sharon Christa
  • V. Suma

Abstract

The delivery of quality software remains the primary focus of any software industry. Quality can be achieved through reduction of defects during the pre-deployment phase. However, software maintenance which is a post deployment phase aims to resolve the issues and requests raised by the customer termed as service maintenance. A survey on defect management during pre-production and at the maintenance phase along with a case study and analysis on real time data is presented. The vital role played by ticket analytics in the service maintenance and information about incidents logged by clients on different domains for different parameters and their relationships are analysed. Further, an insight on the significance of effective management of ticket analytics during the maintenance phase as well as throws light on relationships that exist between various parameters when incidents are logged. That enables the project team to formulate effective maintenance strategies to uphold quality and customer satisfaction.

Suggested Citation

  • Sharon Christa & V. Suma, 2021. "A systematic analysis of defects, incidents, tickets and service effort estimation," International Journal of Intelligent Enterprise, Inderscience Enterprises Ltd, vol. 8(4), pages 377-396.
    • Handle: RePEc:ids:ijient:v:8:y:2021:i:4:p:377-396
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