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Abstract

The paper discusses a Ticket Analytics undertaken by an Application Maintenance and Support (AMS) team engaged in providing end to end Application Maintenance and Support services of large number of applications performing a host of operational, tactical and strategic functions of the organization. The team has been providing AMS support of these applications for the last two years very efficiently with almost 100% compliances of all applicable SLAs. The team gained considerable knowledge of the applications and have been credited with solving some of the most critical and challenging production problems. Client has expressed their deep appreciation of the work being done by the AMS team from time to time. However, client has of late expressed a desire to know more about nature of production incidents and have a better understanding of these applications in terms of their nature of defects to unearth certain fundamental characteristics of these applications. Client therefore wanted the AMS team to delve into the defects that have uncovered so far and carry out a comprehensive analysis of those defects (production incidents) to bring out certain very fundamental characteristics of those applications in terms of nature of future problems they may throw up in their operational life. Idea was to undertake a comprehensive analytics of the production tickets that were created in those applications and come up with a set of predictions of problems those applications may throw up in future. With this knowledge in place, client in addition wanted the team to make suitable recommendations to alleviate those future problems by initiating appropriate corrective and preventive measures.

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