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Test Management Explained

Test management is the term used to refer to the process in which the resources, artifacts and materials associated with testing a system or product that is being developed are managed. Such testing should be consistently executed through the whole process. This enables the achievement of high quality product releases to customers and clients. There are various principles which when followed ensure that test management yields desirable results. They include:

Tracking all the details of a system or product by recording all aspects in terms of expected requirements and components as well as all versions created. However, tracking should be done to all sub products. Results should be logged against all versions as well as sub-projects. This can be achieved by having a single version that incorporates all references to sub projects.  However, this is only attained by having a well defined configuration management process. Tracking can be enhanced by building a traceability matrix where you can view requirements with failed tests before products releases. This should also be done for product components so as to ensure that all individual results are logged against their specific versions.  Different versions perform differently where some may fail or pass the tests that are executed on them.

A repository of cases should be built so as to allow the reuse of tests against multiple versions on a scheduled basis. The ability to reuse cases is an important aspect of desirable test management. Testers are then able to run effective and efficient test processes. In addition, having the identification capability of reuse cases against various system versions meets the requirement of comprehensive regression run tests which are done against all versions of a system.

Test management should be classified logically. This implies functional or non-functional in relation to usability, load testing as well as performance. This helps in organizing the testing process as well as aiding in aspects such as allocation and reporting.  For example, a category such as performance can be assignment to a team and where results are reported separately from results of other categories. This enables the overall testing process to be grouped according the status of each category. Information resources on each status can then be allocated to different teams according to which category they lead.

Defects in a product are identified by executing a series of tests. Results should be recorded against a specified version of a product. A defect resulting from a failed test should be recorded in a defect tracking tool.

How successful a product release will be is highly dependent on a proper test management process.

Effective Help Desk Software should Help you to Maintain Speed and Accuracy

A lot is expected from customer care representatives. They should have the ability to multitask; a great personality that syncs with clients, patience, perfect listening skills, tolerance, and the list is endless. When effective help desk software comes in, it eases a lot of burden for the customer support rep.

To start with, effective help desk support software assists the customer care rep to work quickly. When seated at that desk, you are expected to handle one issue after the other and sometimes even juggle two things at a time. Without the proper software, you cannot increase your speed and still maintain the desired level of accuracy.

The other thing that you should understand is that customers do not like being thrown around from one customer rep to the other. The right help desk software should be able to help you work better as a team. Once you are able to communicate better via the software the customer will receive a speedy resolution since the information will also be updated first. Avoid wasting the customer’s time since you do not have the right information yet you can share this through your software.

As usual, when looking for effective help desk software, your intentions should be in the best interests of the customers. Customers want people who have an idea of their history so that they do not have to repeat the same scenario all over again.

For instance, If a customer is calling to find out if an issue was resolved, you should be in a position to provide meaningful answers rather than going back to start asking the customers to explain the issue again. You can only do this if you have proper software which stores notes which are easily accessible when a customer calls. Anyone in the team can follow through these notes so that customers feel confident that you will be resolving the issue.

Basically proper help desk software will help you to connect well with your customers. The kind of information you can store, and the fact that it is readily accessible, makes it possible for you to mention important facts when talking to your customers. Everyone loves it when they are assisted by someone who sounds like he/she is informed. You can even be able to easily build rapport based on the kind of information you have regarding a customer. The proper help desk software will help you enhance good customer service, which is fast and effective.