פרויקט גמר בניהול מערכת תפעולית. HP QuickTest Professional. מגיש: אבישי בן שבתאי ת"ז: 061001368. Agenda. Short Introduction Arena Tier 3 support process Description and analysis of the process Introduction of main problems
מגיש: אבישי בן שבתאי
Testing software based on its functional requirements. It ensures that the program physically works the way it was intended and all required menu options are present. It also ensures that the program conforms to the industry standards relevant to that environment; for example, in a Windows program, pressing F1 brings up help.
Oracle and SAP sells their products with Tests suite for their products that can be run under QuickTest Professional.
Service Test is another testing tool that is developed in HP Software which Perform functional testing on SOA systems and is sold with QTP as unified functional license testing tool.
Tier 2 Creates an escalation
QA performs testing on verification
DLL with Solution
R&D creates patch
ISO 9000 is a standard that says that the process needs to be defined and enforced.
Currently HP SW Tier 3 support process, that was described, meets ISO 9000 standard.
The maturity of the process is 4, since it is currently the 7th year that it is enforced and fine tuning is done at the beginning of a new QuickTest Professional version release.
It is hard to talk about variety in the process since each customer has its special case and each case is resolved by different R&D engineer.
We can pin point a few problems with the current:
a) Cases that are “forgotten” to be handled by TIER 2 or TIER 3
Suggestion:Monitor engineers by their response time when handling cases.
b) Cases that are reassigned to other R&D engineer since the first analysis where the problem resides was wrong.
Suggestion: Add a logging system to the product and teach the engineers how to pin point the problem from the log.
When talking about the performance of our support process we take into consideration the following parameters:
Improvement: according to the process, reducing the maximum time spent on analysis by half can increase the profit by 30%. This can be done by the following:
a) creating a simple diagnostic program that generates a report.
b) fixing our logging system.
c) teaching our TIER 2 support to analyze the logs.
Improvement: Performing WebEx with customer to demonstrate his problem. First analysis can reduce cycles and help with analysis stage.
Improvement: With the above suggested improvements it is possible
to reduce the response time by 50%.
Improvement: With the above suggestions we can increase the above number to 92%.
Improvement: more regression testing in QA and working with more real world application, when performing the QA, will reduce the number of total escalations that needs to be handled by tier 3. This reduction will be by 25%.
Improvement: with the above suggestions we can reduce the number of errors in the process to less than 10%.
Improvement: no improvement needed here.
Since the number of cycles between R&D and TIER2 is the main cost of the process reducing that time can provide much more profit.
The following problems in the process cause many cycles:
Lack of knowledge in Analyzing Logs
Lack of DB to store Customer’s Logs
Problematic Logging System
Not all Scenarios are logged
No R&D enforcement for Writing to Logs
With the introduction of the WEB 2.0 the support process became complex because of the following:
That is why HP has decided to create a taskforce that needs to provide methodologies and patents to solve the problems introduced by Web 2.0.