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Master Thesis

Système de suivi des problèmes (Bugs) : B-WARN Suite

Abstract : Since the relational marketing concept appeared, customer-enterprise relation became a competitive agent that all companies aim to manage and improve in order to maintain their customers and attract new ones. This management integrates a multi-channel which covers several customer-enterprise communication channels that have obviously increased with the telecommunication technologies evolution. Customer service is a major topic covered by the customer relationship management. For this reason, issues tracking systems became widely used, especially in companies offering IT services. The majority of these systems use the trouble ticket principle in order to follow the bug (or problem) progression during its processing cycle. Further, these systems integrate a multi-tiers service architecture, which is commonly used by enterprises in order to offer high availability services, and decrease their team time wasting. Like all companies, PIXEL required to develop a similar system to organize its customer service department and offer its clients a high availability services. This system, which I was in charge of all its development process, was planned to cover all above mentioned topics.
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Master Thesis
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Submitted on : Thursday, January 15, 2015 - 4:35:30 PM
Last modification on : Saturday, February 8, 2020 - 12:02:02 PM
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  • HAL Id : dumas-01103941, version 1



Pierre El Khoury. Système de suivi des problèmes (Bugs) : B-WARN Suite . Réseaux et télécommunications [cs.NI]. 2011. ⟨dumas-01103941⟩



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