Yes, Application Lifecycle Management is part of IT performance management at HP

Our customers constantly ask me whether we use what we make. So here is the truth, the whole truth and nothing but the truth. We do eat our own dog food!

 

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We use Executive Scorecard to manage our software delivery. To make this work, we pull data from our Application Lifecycle Management instance (yes, we put requirements into QualityCenter and test against those requirements), Service Management, CRM, and Finance. Just like our customers, we want to see, understand, and act with respect to the software we deliver. We want to improve our product release tracking, but more important, we want to release quality software. Just like you, it is extremely important that we discover bugs post-release. Otherwise, we hear from you almost immediately.

 

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More importantly, the better we get at delivering quality software, the fewer times you call us. And this means we become more efficient. Like all businesses, we constantly need to become more efficient in what we do. And this means whether we are talking about full-scale implementations or proofs-of-concept, our products work better and, best of all, we make more money. Think about it: As software developers, our bottom line is directly impacted by the quality of what we do. We either make (as Ford famously said) quality job one—or we make customer support job one.

So what do we measure in our scorecard? At the project level, we track the trends in defects. Clearly, as the rate of new defects is reduced, we get closer to a release candidate. We also look at the status of bugs over time—are people things fixing things in a timely way? And because products require documentation, we track progress of document completion. This becomes really important as we move to a release candidate. We look at things not just at the project level, but we also compare quality across projects. We want to absolutely improve processes, because—just like they are for you—quality and documentation are separately managed functions at HP. Therefore, process improvement is always a goal for these managers. We take the quality of testing results and directly evaluate them against call volumes and types that we get in Service Manager 9.3 (yes, we use Service Manager too) and customer issues collected in our CRM system. This gives us an end-to-end picture of software development performance in our Executive Scorecard.

 

Related links: Why keeping score in baseball and IT is more than a single-inning affair!

Solution Page: Application Lifecycle Management

Solution page: IT Executive Scorecard

Twitter: @MylesSuer

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About the Author
Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product ...
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