Wpływ ITIL na procesy obsługi błędów oprogramowania

Iwona Chomiak-Orsa , Angelika Osińska

Abstract

The process of handling software applications errors is crucial for all organisation relying on computer systems. The process itself should be clear, efficient, well controlled and constantly improved. In this article, the author is trying to give a sense of some aspects of the nature of software errors and their mitigation and remediation. As a tool used for improvement of the process, the author is using the model of IT services management, described in the Information Technology Infrastructure Library. The purpose of this article is to point out that the ITIL concept can be implemented to improve the process of handling software errors. This article is based on literature, Internet sources and the authors’ professional experience. The first part is dedicated to software error issues and how they trigger the process of handling them. The second part describes the ITIL concept, its origins and main premise of Service Operation. The last part includes a description of the software errors handling process, according to ITIL. The process roles, elements, course and its characteristics are explained.