Problem Tracking with BPM

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Tracking, management, and resolution of defects, issues, problems, and risks throughout business analysis activities. Management of issues is important so that they can be resolved in a timely manner to ensure success. Problems may include issues, questions, risks, defects, conflicts, or other concerns that need to be tracked to resolution. A problem tracking system ensures that issues are not simply neglected or lost.

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Problem Tracking with BPM

  1. 1. Business Process Management For Problem Tracking 1
  2. 2. #1 IN OPEN SOURCE BPM AWARDS•1,600,000 DOWNLOADS•40,000 COMMUNITY MEMBERS•500+ CUSTOMERS•100 EMPLOYEES•60 TECH & SI PARTNERS 2
  3. 3. BONITA OPEN SOLUTION SUITE Process design, Applicationmodeling and simulation development User experience Connect, integrate User access Task management Test, execute, monitor
  4. 4. PROBLEM TRACKING• Custom issue forms to document issues properly• Assign actions to staff to resolve issues• Report on the status of issues to management• Monitor the outcome of the actions taken• Estimate/measure Impact via process simulation
  5. 5. CUSTOM ISSUE FORMSTO THOROUGHLY DOCUMENT ISSUES
  6. 6. CUSTOM ISSUE FORMSTO THOROUGHLY DOCUMENT ISSUES
  7. 7. ASSIGN ACTIONS TO STAFF TORESOLVE ISSUES• Business rules/conditions• ‘Actor’ assignment• Timers• Email connectors
  8. 8. MONITOR THE OUTCOME OF THE ACTIONSTAKEN Number of Cases by Department Statuses of Cases Closed, 22% Open, 22% Number of Cases by Department In Progress , 56% Number of Cases by Year Number of Cases by Dept. KPIs Accessible fromUser Experience Portal KPI Reports Output to Format of Microsoft Office, PDF, Open Office, etc. 8
  9. 9. REPORT ON THE STATUS OF ISSUES TOMANAGEMENT List of Help Desk Tickets Request Type
  10. 10. ESTIMATE/MEASURE IMPACT VIAPROCESS SIMULATION•Estimate impact and possible consequences based onresources, schedule, cost or scope
  11. 11. STAY CONNECTED WITH US!Vivecca.yongtim@bonitasoft.com CORPORATE WEBSITE OPEN SOURCE COMMUNITY • Product & Services descriptions • Forums • References & Use Cases • Contributions • Webinars & White papers • Source Code youtube.com/ twitter.com/ linkedin.com/groups? facebook.com/ bonitasoft bonitasoft gid=3182097 bonitasoftbpm 11

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