Nearly every IT project manager, designer, DBA and developer wants to build the perfect software application: the seamless union of hardware and software, intuitive and robust, with eye-popping performance and rock-solid logic. While this pinnacle is difficult to reach, and flaws will be found-there are steps you can take to resolve them more quickly.

Countless hours can be spent gathering requirements, creating meticulous database and program design, and utilizing the very latest development tools and techniques. We can employ a seemingly endless array of unit, system, integration and regression test scripts, along with the finest implementation and training plans and procedures. Yet all of this massive effort and intent is simply no match for the one entity that reigns supreme when it comes to finding and exposing the most well hidden bug: the end user. Our customer. We might as well face the fact that no matter how many hours are spent bulletproofing code, end users are going to find problems. The tips below will provide the developer or technical support person with methods to quickly identify, verify, isolate and ultimately resolve such technical challenges. (Also read Seven Free Tools for PC Geeks--and One Quick Tip.)

Oh *#@$&!, We've Got a Production Problem!!

The words we hate (but are destined) to hear at some point. What to do? First things first, there must be a procedure in place to allow the user to properly describe and document the problem. Every production application should have a central help or support desk to be contacted when user issues arise. The help desk personnel are critical components to a thorough and complete resolution. As such, they should be functional experts on the system being supported, so they can interact intelligently with the users. They must obtain information and documentation on the entire issue, not just the error condition or message that the user ultimately received. What were all the steps taken? A screen print of any error messages should be obtained. These can prove invaluable when a developer is trying to piece together exactly what portions of code have been executed, and in what order. Users can sometimes leave out details that might be second nature to them, and a screen print may point out these details to the support person.

Whitepapers

• Gene Kim's Practical Steps to Mitigate Virtualization Security Risks
• Selecting Effective Virtual Directories
• A Modern Approach to On-Demand Email and Data Security
• Best Practices for HP Servers and HP Enterprise Virtual Array in a Microsoft Exchange
• Compliance, Protection, Recovery: A Layered Approach to Laptop Security
• Endpoint Security: Data Protection for IT, Freedom for Laptop Users

View more SECURITY whitepapers

Webcasts

• Key Considerations for a Successful 802.11n Deployment
• Solutions to the Toughest IT Challenges in Remote Offices
• Lowering the Cost of Email Archives
• High Availability for SQL Server 2005 Using Array-Based Replication and Host-Based Mirroring Technologies
• Technical Overview of Exchange Server 2007 with HP Servers and Storage
• Bringing Order and Security to your Mobile Workforce: Corporate Mobility Policy and Device Management On-Demand

View more SECURITY webcasts

Special Reports

• The Evolution of Network Security
• Taking Virtualization Up a Notch
• Learn how to Keep your Mobile Workforce Connected
• The self-managed network

View more SECURITY special reports