BMC Application Problem Resolution for Independent Software Vendors (ISVs)

If your company develops software for Microsoft Windows, .NET, or Java EE, you can rely on BMC Application Problem Resolution to help your team deliver products and upgrades faster, with better quality and functionality, and support them more efficiently.

Improve efficiency and resolve problems faster throughout the software lifecycle
BMC Application Problem Resolution is a proven solution helping hundreds of global ISVs achieve strategic competitive advantage by:

• Accelerating time to market, achieving release milestones
• Improving the quality and functionality of each release
• Reducing development and support costs, achieving more with current resources
• Improving customer satisfaction by resolving reported issues faster
• Significantly improving the efficiency of development, testing, and support teams

Development: Deliver higher-quality releases on time, using your current resources
Development teams typically spend about 30 percent of their time trying to reproduce and resolve defects uncovered by testing and customer issues escalated from support. That lost time can result in missed launch milestones, some very late nights, and huge budget overruns. To stay on track, you may be required to drop planned features, cancel planned releases, or compromise quality by compressing QA cycles.

BMC Application Problem Resolution improves efficiency so development teams can:

• Deliver new products and updates on time and on budget
• Stop compromising functionality or quality just to hit a release date
• Enable geographically distributed teams to manage dev/testing/support processes more effectively
• Prevent unnecessary escalations so key staff aren’t “borrowed” to firefight support issues
• Enhance collaboration and effectiveness of QA, development, and support teams

Testing/QA: Improve product quality, collaborate more effectively with development
To release software on-time with outstanding quality the testing team needs to efficiently uncover and communicate potential defects to engineering. But even with automated testing tools, the defect documentation process is typically very time-consuming, requiring several screen captures and detailed problem descriptions, which the development team may not be able to decipher.

Using technology analogous to a black box on an aircraft that provides complete, objective details of application execution at the time a problem occurs, BMC Application Problem Resolution can help your testing team:

• Eliminate the time-consuming, manual defect documentation process
• Significantly reduce roundtrips between testing and development
• Quickly diagnose failed tests without re-running them
• Run more tests in the same time to improve initial product quality
• Fix “irreproducible” or intermittent problems in QA—instead of having customers report them

Support: Resolve issues more efficiently, improve customer service
Designed for the most demanding customer environments, BMC Application Problem Resolution dramatically reduces or eliminates the most time-consuming, costly steps of the support process so your team can:

• Resolve customer issues faster, without costly on-site SWAT team visits
• Achieve service availability levels, avoid SLA penalties
• Eliminate the need for repeated contacts with frustrated end users
• Escalate issues more efficiently, reduce cycles between support and development
• Mitigate many of the risks of offshore support