1. Application Problem Resolution The “Invisible Problem” or
True Process Improvement Opportunity?
Bob Levy Sr. Systems Engineer – Process Improvement
©2007 BMC Software

2. Problem Resolution – Manual Process
The manual process is the way problem resolution has always been performed
We MUST improve this process with automation
Document / Gather
Recreate
Analyze
Fix
Automated
Virtually Eliminated
Accelerated
Unchanged
©2007 BMC Software

3. Why is Problem Resolution so Difficult?
Problem Resolution is all about getting root cause
80%
20%
ROOT CAUSE ANALYSIS
FIX
GATHER  RECREATE  ANALYZE
Because symptoms rarely reflect the root cause, the process of root cause analysis is manual, based on trial-and-error and therefore highly inefficient and time-consuming.
©2007 BMC Software

4. Root Cause Analysis Stages
Gather
Information
Recreate
Problem
Analyze
Information
Problem information gathering is manual and consumes a very long time
Information includes screen prints, textual descriptions, etc.
Incorrect problem categorization results in gathering the wrong information
Problems must be recreated on-demand, multiple times throughout the process
Often, symptoms are recreated rather than true root cause
Every re-creation is a manual process that takes a long time
Based on categorization of the problem
Multiple iterations are often required for obtaining additional information
Multiple specialized tools are often used
©2007 BMC Software

5. Problem Resolution in Pre-Release Workflow
Testing
Development  
- Problem is uncovered during a test
Problem information is gathered and
documented in a defect tracking tool 
- Developer receives a defect report
- Requests additional information 
- Tester/user recreates the problem
- Gathers additional information 
- Developer requests different data 
- Recreates the problem
- Gathers additional information 
- Recreates the problem
- Analyzes the problem
- Fixes the problem
- Delivers a patch
©2007 BMC Software

6. Problem Resolution in Maintenance Workflow
Support/Operations
End-Users/
Production  
A problem is reported to support/operations 
Support/operations engineers gather information and try to resolve the issue 
Developers analyze the problem, determine root cause and fix it 
Most problems are resolved – small percentage of problems are escalated to development 
Development communicates with support/operations multiple times to gather information and attempt to recreate the problem
Development
©2007 BMC Software

7. Proposed Solution: A black box application recorder like the blackbox on an airplane...
©2007 BMC Software

8. Proposed solution to Application Problem Resolution Root Cause Analysis
Capture full problem information (like a black box on an airplane)
Eliminate the need to manually gather Information
Eliminate need to recreate problems or problem environments
Eliminate need to access production data
Becomes a standard part of the process
Provide 25%–35% efficiency to the development organization
©2007 BMC Software

9. Pre-Release Problem Resolution Automation
Testing
Development
Test
Lab 
integrated into defect tracking process  
records all problem information during test execution 
- Developer receives a defect report
Opens the information in recording
- Analyze without recreating 
- Developer fixes problem
©2007 BMC Software

10. Maintenance Workflow with Automation
Support/Operations
End-Users/
Production 
A problem is reported to support/operations 
Support/operations engineers gather information and try to resolve the issue 
A very small percentage of problems are escalated to development 
Development activates recording and retrieves problem log
Development 
Development analyzes recording, determines root cause and fixes the problem
©2007 BMC Software

11. Problem Resolution Automation Summary
Eliminate problems recreation
Eliminate non-reproducible problems
Reduce back and forth
Integrate with existing defect/problem process
Deliver consistent and accurate and complete information
Deliver improved quality
Deliver improved customer satisfaction
Deliver faster time to market
My contact information
Bob Levy
©2007 BMC Software