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Author:Fallenius, Carl Erik
Title:A case study of issue tracker introduction in a globally distributed inter-organizational software development project
En fallstudie av ibruktagande av ett felhanteringssystem i ett globalt distribuerat interorganisatoriskt mjukvaruutvecklingsprojekt
Publication type:Master's thesis
Publication year:2010
Pages:77 + [11]      Language:   eng
Department/School:Informaatio- ja luonnontieteiden tiedekunta
Main subject:Tietojenkäsittelyoppi   (T-76)
Supervisor:Lassenius, Casper
Instructor:Hannila, Jaana
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:issue management
issue tracker
global software development
felhantering
felhanteringssystem
global mjukvaruutveckling
Abstract (eng): Issue management is one of the key processes in daily software development work.
Like most other work processes it faces new challenges in a distributed software development context because of issues in communication, organization, and cultural differences.

The goal of this thesis was to help the case company in introducing an issue tracking system in the interface with a software development subcontractor, and collecting lessons learned for further deployment scenarios.
The main focus was on analyzing the communication changes caused by the introduction of the issue tracker.
The research was done as an explorative case study utilizing qualitative data from interviews and quantitative data extracted from issue tracking and source control systems.

The role of issue trackers in both collocated and distributed teams was investigated in an extensive review of literature in the fields of global software development and computer supported co-operative work.
The literature background of issue tracking and issue tracker data analysis was also presented.

The case study started by defining the old issue and development tracking practices between the case company and one of its subcontractors.
Based on the old processes and the workflow features of the issue tracker, new issue and new development tracking workflows were defined.
The new workflows were deployed and result metrics were gathered using open-ended interviews and quantitative data from the issue tracking system, the company's source control system and by analyzing weekly teleconference memos.

Result analysis indicates that the issue tracker had become accepted as a part of the daily communication.
The adoption started slowly, but towards the end of the data collection period the system had become the main channel for defect-related communication.
A list of lessons learned was presented for further issue tracker deployments at the case company.
The key findings of the study were apart from the successful issue tracker deployment the list of lessons learned and the way of analyzing the introduction of an issue tracker and tracing the effects of the process change over multiple communication channels, using both quantitative and qualitative data.
Abstract (swe): Felhantering är en av de viktigaste vardagliga processerna inom mjukvaruutveckling.
Som de flesta andra processer ställs den inför nya utmaningar i distribuerad mjukvaruutveckling, på grund av kommunikations och organisatoriska problem, samt kulturella skillnader.

Målet med detta arbete var att hjälpa ett företag att ta i bruk ett felhanteringssystem med en mjukvaru underleverantör samt samla erfarenheter för ytterligare bruktagningar.
Forskningsfokusen låg på att analysera hur ibruktagandet av felhanteringssystemet inverkade på kommunikationen.
Forskningen gjordes i form av en utforskande fallstudie, baserad på kvalitativ data från intervjuer och kvantitativ data från felhanteringssystemet och ett källkodshanteringssystem.

Ett felhanteringssystems roll i lokala och distribuerade mjukvaruutvecklingsteam utforskades genom en omfattande litteraturundersökning inom områdena global mjukvaruutveckling och datorstött samarbete.
Bakgrundsinformation om felhanteringssystem och om hur data från systemen kan analyseras presenterades också.

Fallstudien inleddes med en utredning av de existerande processerna för uppföljning av felrapporter och andra uppgifter i gränssnittet mellan fallstudieföretaget och en av företagets underleverantörer.
Baserat på de existerande processerna och fe}hanteringssystemets egenskaper definierades nya processer för felrapportering och uppföljning av ny utveckling vid underleverantören.
De nya processerna togs i bruk och kvalitativ samt kvantitativ resultatdata samlades in.

Analys av insamlad data indikerade att felhanteringssystemet hade blivit en accepterad del av det dagliga arbetet under datainsamlingsperioden.
Användandet av systemet hade inletts långsamt, men mot slutet av insamlingsperioden hade det blivit huvudkanal för fel relaterad kommunikation.
En lista med rekommendationer sammanfattades för kommande bruktagningsprojekt.
Denna studiens centrala slutsatser är förutom det lyckade ibruktagandet av felhanteringssystemet en lista med rekommendationer och sättet på vilket systemets bruktagning analyserades samt hur processförändringens verkningar spårades över multipla kommunikationskanaler med hjälp av både kvantitativ och kvalitativ data.
ED:2010-07-07
INSSI record number: 39849
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