Divide and conquer
There are different layers and standard operational procedures within these layers for problem determination and management.
Project lifecycle interdisciplines
On one side we have an interdisciplinary approach to managing problems throughout the development lifecycle and across environments including production, based on reported incidents. These foundational and intertwined disciplines are within the domains of incident management, change management (including configuration and release management), and problem management. On the other side we have quality management and the APM dimensions. They all play a fundamental role in helping portal applications to behave and perform as planned and have operational excellence.
In the case of the A2Z Bank, an effective workflow for portal operational processes around problem and incident management were implemented. At a high level, without taking into account specific roles and all the plethora of tools, let's take a look at how...
