SDM Term Project (DWMT Consulting)

Royce C. Duncan III Jonathon Turchi

Doug Meyer Christopher Ward

DWMT Consulting group

System Development for WesTek, Inc.

DWMT Consulting group | WesTek, Inc.

ContentsProject Summary.........................................................................................................................................3

Baseline Project Plan...................................................................................................................................3

Problem Statement................................................................................................................................3

System Description..................................................................................................................................4

Feasibility Study.......................................................................................................................................5

Technical Feasibility.............................................................................................................................5

Economic Feasibility............................................................................................................................5

Operational Feasibility.........................................................................................................................6

Work Plan/ Gantt Chart...........................................................................................................................7

User Requirements Specifications...............................................................................................................0

System Analysis...........................................................................................................................................2

Data Flow Diagrams.................................................................................................................................2

Context DFD.........................................................................................................................................2

Level 0 DFD..........................................................................................................................................3

Level 1 DFD..........................................................................................................................................4

Process Specifications............................................................................................................................11

Decision Tree – Process 1.2...............................................................................................................11

Structured English – Process 1.2........................................................................................................11




Data Model: Entity Relationship Diagram..............................................................................................13

System Design...........................................................................................................................................14

Relational Database Design...................................................................................................................14

Sample Input Form Designs...................................................................................................................14

Sample Input 1...................................................................................................................................14

Sample Input 2...................................................................................................................................15

Sample Input 3...................................................................................................................................15

Sample Input 4...................................................................................................................................16

Sample Report Designs..........................................................................................................................17

Sample Report 1................................................................................................................................17

1 | P a g e


Sample Report 2................................................................................................................................18

Sample Report 3................................................................................................................................19

Sample Report 4................................................................................................................................20

UI Design...............................................................................................................................................21

Conclusion.................................................................................................................................................22

2 | P a g e


Project SummaryWesTek, Inc. is currently offshoring their internal IT ticket resolution processes to IndiaStar Consulting Group in Mumbai, India. WesTek, Inc. decided it will be more cost effective to hire DWMT Consulting Group to design and implement a ticketing system tailored to their businesses user needs.

Baseline Project PlanProblem StatementDescription

WesTek, Inc. is a technology investment firm based in Dallas, TX. Growth at WesTek, Inc. has led to a greater utilization of technology, increasing the need for a higher level of internal support. Growing internal business customer complaints consist of poor communication, inefficiency, and overall dissatisfaction with the IndiaStar support system. Therefore, WesTek, Inc. has made the decision to implement an internal Desktop Support team and IT Ticketing system to support their employees in an efficient, fast, and friendly manner.

WesTek, Inc. has approved the Desktop Support Team and IT ticketing system project to move forward for project initiation within itself. This project will result in the development of new ticketing software. This new support system will provide more efficient resolutions to clients which improve productivity in the workplace. While IT ticketing system software is already available, DWMT Consulting Group believes that updated developments in the Information Technology field will enable our team to create a remarkable product to suit our client’s needs.

Project Objectives

The project objective is to develop a system that supports internal business users needs for IT related intervention. To do this, an IT ticketing system will be implemented. This new system will allow the IT department to quickly and effectively provide problem resolutions to the business users. This system will also allow users a streamlined approach to ticket resolutions versus the existing support system. The new system will also allow IT team members the ability to leverage a knowledge base of past archived tickets to help them increase productivity and response time.

Project Scope

The project scope as outlined in detail below includes the specific build and setup a functional ticketing system for the new in house help desk IT department at WesTek, Inc. This system will include the ability for internal business users to submit trouble tickets through a web-based portal which is hosted on a new server in the existing WesTek, Inc data center. Additionally, the ability for the IT users to be able to have a web-based management portal to edit, modify, manipulate, merge, add notes, close, and archive ticket data will also be included. Upper

3 | P a g e


management will have access to their own web-based monitoring and metrics dashboard where they can view everything going on with the IT support department at a glance. Finally, DWMT Consulting Group will distribute a manual on how the system operates and provide a short training video. The system will serve primarily as a communication tool between internal business users and the IT help desk support team.The project will be complete when WesTek, Inc. has a fully operational ticketing system capable of handling 75% more volume than the daily demand of current off shored workloads. Additionally, this project is to be delivered in six-months, and will need to increase internal business user satisfaction by 25% in the first 3 months of deployment; increasing to 50% after six-months. This will be measured by load testing the system during the testing phase of the project; We will purposely attempt to crash the system to verify that the load requirement is met. We will also be polling internal business users to determine satisfaction of the system at three intervals, three-month, six-month, and one year. DWMT Consulting Group will remain on-site for three weeks’ post deployment of the system to assist with any bugs that come to light.The project is achievable with the resources being made available by WesTek, Inc. We will begin by prototyping the system in a two-week agile sprint, from there we will begin the waterfall model proposed in the first joint-application design meeting. We will from then meet in large JAD meetings weekly, and individual teams will meet daily.Realistically, we will deliver a fully functional IT ticketing system exactly six-months from the project start date. We do not anticipate any issues, as we have done careful planning to defend against potential threats and risks. What we cannot defend we are prepared to respond to accordingly.The transition period for WesTek, Inc. from offshored IT help desk to an in-house solution is exactly 7 months away. As the project will take a total time of six months we have 4 weeks of slack time to prepare resources for the project start date.

System DescriptionThe IT Ticketing System is a communication tool for internal business users as a way of contacting support from WesTek, Inc’s IT support team. Communication is initiated by an internal business user through a web-based portal. IT Support will then see this request on their web-based management application. A member of the support staff will be assigned one of the incoming request tickets by the IT Manager. Within the ticketing system the support member and the business user can then communicate directly, if necessary. Once all information is acquired, the support team member can proceed with finding a resolution. The individual ticket can be updated two ways; the first by using an internal documentation option that can only be seen by the IT support team. The second method for updating tickets is the public facing response; this method will display any update to anyone included on the ticket. The support member can then make notes and updates allowing for future reference once the ticket has been closed. Upon closing, the ticket will be archived into a searchable knowledge base for future references and questions.

4 | P a g e


Feasibility StudyTechnical FeasibilityWesTek Inc. current uses an offshore “Help Desk” system to try and resolve as many user issues as possible. This setup was originally done to cut back on the number of in house IT employees the company needed. As the organization has grown the limits of the current system are more apparent. The company has also employed several new IT staff members since the adoption of the old “Help Desk” system. While their current staff would be able to resolve all issues associated with their current investment software and systems; they feel that resources would be better spent having someone design a new ticket system for them rather than attempting to do it in house.

One of the main goals of this project is to have a smooth transition from the from old system to the new one. In order to accomplish this we will be providing software that is hosted on a web server to allow employees to access it from anywhere and not just from the company intranet. This ticketing system will have a very user intuitive interface that will make the transition for most users very simple. The back-end or IT interface will be designed with the input of the current IT staff to make sure all the functionality is present that they will want. Upper level management will also be able to pull up a dashboard of the ticketing to system to make sure requests are being resolved in a timely manner.

Since this ticketing system is going to be designed for use online it is very important to make sure the user interface will be compatible with as many different web browsers as possible. It is also important to take into consideration that amount of people that will attempt to use this device on their mobile phones and make sure the web portal offers a mobile friendly variety. This system will also be designed in such a way to allow transition to a IOS/Android application in the future as easy as possible.

Economic FeasibilitySince WesTek Inc. is choosing to implement a web based ticketing system the software will run on cloud servers hosted off-site, Hosting the software off-site will allow the firm to save money on the initial investment and long term maintenance costs. Using a cloud platform like Google also allows adjustable hardware and bandwidth availability. The estimated cost of service for VM server running Windows Server 2016 with a dedicated solid state drive is $1326.26 per year. This cost can adjusted based on server demand throughout the year. The offsite hosting will also eliminate a lot of cost that would normally be associated with web hosting.

In addition to the recurring cost listed several things will require a one-time investment. The design, testing, and implementation of the software is expected to run $20,000. This includes website design and consultation fees of $5000, copyright expenses of $1000, database integration to current system $10,000, and a content management system expense of $4000. Management and technical training seminars will run $1000. These will be done in small groups to make sure all management and IT staff has a firm grasp of the system and what all

5 | P a g e


can be accomplished with it. A short training video explaining how to submit tickets on the web portal will be included in the cost and available on the main page of the ticketing system.

Operational FeasibilityWesTek, In. currently offshores their help desk operations and only relies on the IT department if a hardware issue arises. This had led to decreased productivity from staff due to the amount of time spent with tech support. Once the ticketing system has been installed and transitioned to WesTek, Inc. IT Department, the support members will be able to manage all IT support requests. User issues will be handled in a more efficient manner allowing the business users to focus on their investing activity.

6 | P a g e


Work Plan/ Gantt Chart

7 | P a g e

User Requirements Specifications

1. The system shall create IT support ticket

1. Allow user to send support request ticket

1. Update user information

2. Update new ticket information

2. Allow new users to send support request ticket

1. Add new user information

2. The system shall assign support request

1. Allow System Administrator to manage ticket

1. Update unassigned ticket

2. Allow System Administrator to assign worker

2.2.1 Analyze resources

2.2.2 Assign resources

3. The system shall troubleshoot ticket

1. Allow worker to assess ticket

2. Gather information

1. Allow worker to query user

2. Update ticket information

3.3 Determine resolvability

4. The system shall resolve ticket

4.1 Analyze alternative solutions

4.1.1 Access archived documentation

4.2 Determine alternative solution

4.3 Implement solution

4.3.1 Unelevated resolved ticket

4.3.2 Elevated resolved ticket


5. The system shall elevate ticket

5.1 Analyze requirements

5.2 Determine resources

5.3 Assign resources

6. The system shall document ticket

7. The system shall manage closed ticket

7.1 Update closed ticket information

7.1.1 Notify client

8. The system shall archive ticket

8.1 Update archive ticket information

9. The system shall process results report

9.1 Gather report requirements

9.1.1 Management requirements

9.2 Develop report

9.2.1 Gather ticket information

9.3 Deliver report

9.3.1 Send report to system administrator

1 | P a g e


System Analysis

Data Flow Diagrams

Context DFD

2 | P a g e


Level 0 DFD

3 | P a g e


Level 1 DFD

Process 1

4 | P a g e


Process 2

5 | P a g e


Process 3

6 | P a g e


Process 4

7 | P a g e


Process 5

8 | P a g e


Process 7

9 | P a g e


Process 9

10 | P a g e


Process Specifications

Decision Tree – Process 1.2

Structured English – Process 1.2

BEGINGET User informationIF new user

THEN create new userELSE proceed with requestEND IF

END

11 | P a g e



BEGINGET SolutionsIF solutions do not exist

THEN determine solutionELSE determine alternativesEND IF

END


BEGINGET ResourcesIF Resources available

THEN assign to ticketELSE determine alternativeEND IF

END


BEGINGET Documented ticketIF Ticket complete

THEN Close ticketAND Notify client

ELSE proceed with ticketEND IF

END

12 | P a g e


Data Model: Entity Relationship Diagram

13 | P a g e


System Design

Relational Database Design

Sample Input Form DesignsSample Input 1

14 | P a g e


Sample Input 2

Sample Input 3

15 | P a g e


Sample Input 4

16 | P a g e


Sample Report DesignsSample Report 1

17 | P a g e


Sample Report 2

18 | P a g e


Sample Report 3

19 | P a g e


Sample Report 4

20 | P a g e


UI Design

21 | P a g e


ConclusionDWMT Consulting Group was hired to create a new ticketing system for WesTek, Inc. The current limitations of their offshored IT helpdesk were causing user issues and delays. The new system will be managed in-house and allow the IT department to better track and care for any user issues. The system is web based and will allow users to submit tickets whether through various methods, Desktop, Laptop, Mobile, Etc.

The system has been built with future expansion in mind, this also can be customized to allow both users and IT staff to coordinate remotely though mobile applications. Using the new ticketing system, the IT department can modify the UI for their evolving needs with relative ease. This will save the company in the long run by allowing them to manage the system themselves rather than paying DWMT to continuously support the system.

22 | P a g e

SDM Term Project (DWMT Consulting)

Documents