Incident Management
Management of questions and issues that occur during the project.
Linguistic questions and incidents ocur frequently during a translation
project and can require a considerable workload for project managers
and the customer's organization.
Types of incidents:
- Linguistic questions or "queries"
- Issues with project specific software
- ... [please contribute to complete the list]
Many of these types of incidents require decisions from an apropriate
person such as a ProjectManager,
a LanguageLead or a person from
the customer's organization. These decision processes can be long
running and/or involve people from different organizations.
Best practices in the management of incident include:
- Internet discussion forums (public incidents only)
- Web-based incident workflow
- A global email address for posting incidents
- Manually maintained lists of open issues (PM)
Frequently, there is a workflow associated with a specific type
of incident that allows to manage and track the incident resolution
process.
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