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Incident Management System

TBD Investments. System Request. Incident Management System. Project Team: Beverly Orr and Darren Baker. Project Sponsor: Jonathan Moore, CIO. TBD Investments. What is our Business?. Growing investment firm with locations nationwide

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Incident Management System

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  1. TBD Investments SystemRequest Incident Management System Project Team: Beverly Orr and Darren Baker Project Sponsor: Jonathan Moore, CIO

  2. TBD Investments What is our Business? • Growing investment firm with locations nationwide • Manage diversified portfolios for small and medium-sized businesses • Deliver strategic merger and acquisition advisory services • Commercial Real-Estate Financing

  3. TBD Investments • Create an Incident Management System to be used by all groups • within a department • Identify common or reoccurring problems • Asset tracking • Knowledge management • Software license tracking Business NeedIncident Management System

  4. TBD Investments Business RequirementsIncident Management System • Receive email notifications for opened, updated and closed calls • Dashboard view of opened incidents to manage workload • Tracking of all calls to assist with internal audits • Customer access to input, review or close requests via the intranet • Produce management reports

  5. TBD Investments • Intangible • Increase customer support efficiency • Reduce problem resolution time • Reports generated will allow proactive measures to be taken • Tangible • Decrease system and customer downtime by 25% Business ValueIncident Management System

  6. TBD Investments Special Issues or ConstraintsIncident Management System • Required system completion before January 2007 • IT employees need authentication for access • Access will be determined by role • Customer authentication required for self service systems.

  7. TBD Investments Incident Management System Questions or Comments?

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