Task: Manage Defects

Investigate all defect requests lodged via the Help Desk

Purpose

· Investigate all defect requests lodged via the Help Desk.

· Provide workarounds if available.

· Implement fixes within the software, packaging the changes to be applied, and working with Release Management to ensure the fixes are deployed to Production correctly.

· Defect corrections should first be submitted to a Change Management Authority for prioritizing and approval.

Relationships

Roles	Primary Performer: Client Support Manager	Additional Performers:
Process Usage	ASUM-DM > Operate & Optimize > Operate, Optimize and Imrove System > Manage Defects

Steps

Receive and track defect requests

Investigate and assign repair responsibility

Scope and plan rectification process

Approve rectification process

Implement, integrate, test and document

Communicate and train users as required

Promote to production via release management

Manage recovery where required

Licensed Materials - Property of IBM. (c) Copyright IBM Corp. 2015. IBM, the IBM logo, and SPSS are trademarks of International Business Machines Corp, registered in many jurisdictions worldwide. Other products and service names may be trademarks of IBM or other companies. You may use the Content 'AS IS" or modify them, however IBM will not be responsible for any deficiencies or errors that result from modifications that you make.