In my company, we have been working in a "task-oriented" way: there were development teams, QA teams, support teams, sales teams, ....
Recently we went to a more "agile" approach, and as a result we now have:
- Creational teams (containing developers and QA people)
- Customer-focus teams (containing sales, installation/management and support people)
- There also is one general support team (a group of specialists, responsible for specialised support, where I belong to).
As a result, the support for one customer is split over different teams. This creates the situation that incidents at customer premises are split over different teams: the customer-focus teams and the general support team (in some cases, even the creational teams get in the loop), but there is no general database, answering the question:
What is the list of installations at at customer, and what is the list of incidents which have happened/been tackled/... at these specific installations on these specific systems at this specific customer?
When I asked this to a colleague, he told me that this information is inside of the head of the support team manager (which is now part of the general support team).
This is obviously not a good way of working: we need a general way to monitor this information, so my question is: what is the official name of such a monitoring system? (e.g. I know that "configuration management" is the ITIL name for the "customer-and-their-systems-and-installations"-database)