To meet the demand for critical business applications in shorter time frames, many organizations are striving to improve their application development processes.

Traditional means for optimization (off-shoring, Agile methods, etc.) do not address one key process that is a major consumer of developers’ time and effort - application problem resolution. Industry experts estimate that developers spend 30%-60% of their time identifying and correcting defects reported by testing and escalated by support staff. This process, referred to as application problem resolution, is common to all development organizations, regardless of their industry, development method, and platform. This paper discusses:

• The problem resolution process and demands it places on developers
• How new technology can help developers reduce problem resolution cycles
• Criteria for a solution that addresses these issues
• Organizations that have achieved business benefits from such a solution