Test Management –Incident Management

1. Test Management –Incident Management What is Incident? Actual behaviour ≠ Expected behaviour (When the actual behaviour of the software under test (SUT) is not equal to the expected behaviour)‏ What is Incident management? • Managing incidents through the process of • Discovery of incidents • Classification of incidents • Correction • Confirmation

2. Test Management –Incident Management When are incidents raised (at what stages)‏ Incidents may be raised during, • Development • Review • Testing • Use of the software

3. Test Management –Incident Management Incidents raised against? Code Working system Documentation - requirement documents, development documents, test documents, help documents & installation documents.

4. Test Management –Incident Management Objectives of the incident report • Provide feedback on the problem to the concerned and to enable them in identifying, isolating and correction of the same. • Provide test leaders a means of tracking of quality of the SUT and the progress of testing • Provide ideas for test process improvement

5. Test Management –Incident Management Incident report includes; • Identification of the test item and environment (build version no.)‏ • Description of the incident to enable reproduction (may include screen shot)‏ • Expected and Actual result; • Life cycle process in which the incident was observed (Requirement stage or Design stage etc)‏ • Degree of impact on stakeholder interests (severity)‏ • Urgency to fix (priority)‏

6. Test Management –Incident Management Incident report includes; • Status of the incident (open, deferred, duplicate, waiting to be fixed, fixed awaiting retest, closed)‏ • References (test case id)‏ • Date of issue, issuing organization, and author (for documents)‏ • Conclusions (recommendations)‏