ITIL V3 Application Support Q & A

Development bugs found in testing in Production Incident Database

I am hoping you might be able to shed some light on a problem I am having. I am in the process of implementing Service-now in my organization. The development and test teams want to track bugs in the Incident Management System. I am discouraging them from doing this and explaining that the bugs they find in development and test should not be tracked in the same system with Production Incidents. I site the fact that the risk of mixing bugs and incidents are too high. If someone incorrectly assigns a bug ticket to the production environment the effects could be costly. They feel that they could adequately separate the Incidents and bugs by having a field for environment with a drop down that list Development, Test and Production. What are your thoughts on this? Should you keep bugs from Development and Test in the same system that you track your Incidents in the production environment? I have always kept the dev and test bugs in a separate bug tracking system. In looking at the Service Transition book, page 135 it looks like one system is used. Could you shed some light on this? I having a meeting today with the teams and would appreciate any feedback you could offer to clear this up for me.

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One Comment

  1. The answer is surprisingly simple:

    Development (pre-production)  bugs found in any form of testing (unit test, QC testing, Integration / System  Testing, User Acceptance Testing) all of these are NOT incidents and should not be within the Production Incident database.

    Development (pre-production) testing bugs are classified as “Software Defects” NOT “Production Incidents / Problems (Post development production – service & support). They must be tracked separately.  NOTE: See CMMI Level 5  for Defect Management

    If you include these Production and Testing bugs into the support Incident database you will pollute your service SLA metrics (time to respond, time to resolve, incidents per application, mean time between failure etc.).

    This is not my just personal opinion but industry standards. 

    You are absolutely correct! DON’T DO IT!

    Hopefully this helps you.


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