In this stage of the Solution Lifecycle, most customers confront significant and, in many cases, unforeseen disruptions to the daily work life and operations. Before they can move, they must “work through” several essential questions:

Tools and procedures to speed

What are the tools and procedures for documenting bugs, “breakdowns” and deployment issues, or requesting help?

• Structured, uniform problem-issue form
• Bug tracking system or database
• Action-planning procedure

What else have you found in your experience?