Apparatus and method for managing a software system via analysis of call center trouble tickets

摘要

An apparatus and method for managing a software system based on analysis of call center trouble ticket data. The apparatus and method include and involve a data storage subsystem that has a database for storing data related to call center trouble tickets which are generated in response to corresponding trouble reports related to a software system. Also included and involved is a processor that is coupled to the data storage subsystem and which is operative to process the data stored in the database by producing statistics related to the software system and particular subsystems thereof, and to store the generated statistics in the data storage subsystem. The apparatus and method also include and involve an output subsystem that is coupled to the processor and to the data storage system and which is operative to automatically retrieve the statistics from the data storage subsystem to generate at least one report based on the statistics.