Product Reviews

Track the Software Lifecycle

DevTrack 3.5 and ServiceWise 1.1 integrate development with technical support.

DevTrack 3.5 and ServiceWise 1.1 are a pair of applications that work from a single database. DevTrack is designed to help you get a product through the development cycle by tracking work items and defects together with their status and the actions taken by developers. ServiceWise then extends the same database to handle customer support issues, helping you manage support proactively by making a knowledge base available over the web.

The products work with any ODBC database to help everyone involved with a product—developers, testers, and managers—keep an eye both on the overall status and their own particular job. DevTrack keeps track of issue priority and helps managers quickly identify overdue work items or overloaded workers with a large stable of built-in reports. It features a flexible search interface that can find text in any field in the database. DevTrack also comes with a Web interface, so it can be easily used by off-site developers as well as those on the corporate LAN.

ServiceWise then lets users submit support requests via a Web interface. It can automatically assign these incidents to support personnel based on skills and workloads. As incidents are resolved, it builds a knowledge base of support ideas that your customers can query themselves over the Web, reducing costs for direct support.

In combo, DevTrack and ServiceWise can break down tasks into seemingly manageable components.

While DevTrack and ServiceWise sport a good set of features, I wish there had been a bit more attention paid to fit and finish issues. The manuals and help files in particular are marred by numerous editing mistakes—it appears that the company needs to hire a good technical writer or two. I’d want to use the software for a month or two before committing to it for a major project. Fortunately, you can download a trial version or test-drive the Web version on the company’s Web site.

About the Author

Mike Gunderloy, MCSE, MCSD, MCDBA, is a former MCP columnist and the author of numerous development books.

Featured

  • Windows 10 Mobile To Fall Out of Support in December

    Microsoft will end support for the Windows 10 Mobile operating system on Dec. 10, 2019, according to an announcement.

  • Get More Out of Your Outlook Inbox with TakeNote

    Brien comes across a handy, but imperfect, feature in Outlook that lets you annotate specific e-mails. Its provenance is something of a mystery, though.

  • Microsoft Resumes Rerelease of Windows 10 Version 1809

    Microsoft on Wednesday once more resumed its general rollout of the Windows 10 version 1809 upgrade, also known as the "October 2018 Update."

  • Microsoft Ups Its Windows 10 App Compatibility Assurances

    Microsoft gave assurances this week that organizations adopting Windows 10 likely won't face application compatibility issues.

comments powered by Disqus
Most   Popular

Office 365 Watch

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.