Resolve Live Business Process Issues

Use

The purpose of this task is to resolve issues and ensure that corrective action is taken. Examples of some corrective actions include:

Any code or configuration changes must first be tested and verified in your development and quality assurance systems, and moved to your production system only after testing.

Procedure

  1. Follow up each issue recorded until it is closed.
    It is management’s responsibility to record, assign and track open issues until they are successfully resolved. Issues should be categorized by type and priority, and estimates should be made as to what time and resources they require. The issue is then assigned to the support team for resolution.
  1. Make sure that issues arising from the final risk assessment results have been closed as a part of this task and prior to Go Live.
    The person assigned to the issue is accountable until the issue is resolved. Timeliness is critically important since end users need problems resolved so that they may do their jobs properly. The resolution may result in, for example, changes to the system, follow-up training, new documentation. If training is not required, the person assigned the issue informs all relevant personnel that the problem is resolved and the issue closed.

Result

Issues arising after the process of going live are documented, assigned and resolved in a timely manner so the customer’s business processes are not disrupted.

Sometimes resolved issues continue to be discussed as though they are unresolved. It is important to create an atmosphere where issues are carefully considered, resolved, and personnel are informed of the timely resolutions.