The Beetil Blog
Blog » More than just an issue tracker
I’ve worked at a lot of places where everything revolves solely around their issue tracking system.
That’s not necessarily a bad thing. At least issues (we call them incidents) are being logged, allocated and dealt with - and they’re usually prioritised so that the important ones get fixed first.
But that’s where it so often ends.
I’ll pose some questions:
- How do you know by what time you’re meant to get your issues fixed?
- How often do we find ourselves fixing up the same problem time and time again? More often than not each solution being another reinvention of the wheel.
- How are changes managed? How do you know your IT developers aren’t charging off delivering a Porsche (when all they need is a mini to go to the corner shop). Trust me - this happens.
- How do you tell your users when a big system upgrade is released? How do you manage that?
- How do you know what will happen if you take down a certain network component? What could it affect?
Beetil, our service management platform, will help you with all of these issues. Addressing the above bullet points respectively, we cover off:
- Incident management
- Problem management
- Change management
- Release management
- Configuration management
You might recognise some of those bullet points. Yes, we closely align ourselves with the ITIL framework.
Our tool isn’t a silver bullet. A fool with a tool is still a fool. And you’ll have to grow and nuture a service management culture, if you don’t have one already. But we guarantee it will make your journey easier and more pleasant.
This blog, over time, will explore each of these topics in more detail, and help you get the best out of Beetil.
Stay Tuned!
Tags: beetil, Hints and Tips, Incident Management, issue tracker