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

Authors: Sharon Christa; V. Suma

Addresses: Department of Information Science and Engineering, Dayananda Sagar College of Engineering, Bangalore, India ' Research and Industry Incubation Center, Department of Information Science and Engineering, Dayananda Sagar College of Engineering, Bangalore, India

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.

Keywords: defect detection; software maintenance as a service; incident; ticket analytics; service request effort; application management service; time to resolve; IT service management.

DOI: 10.1504/IJIE.2021.117985

International Journal of Intelligent Enterprise, 2021 Vol.8 No.4, pp.377 - 396

Received: 06 Aug 2018
Accepted: 30 Aug 2019
Published online: 06 Oct 2021 *

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