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partnered together with. present. P resentation Outline. Introduction Project Background Current System Analysis The Problem The Solution Costs & Benefits Development Approach Application Demonstration Lessons Learned Future Improvements. 1. Introduction. 2. T eam Introduction.

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partnered together with

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  1. partnered together with present

  2. Presentation Outline Introduction Project Background Current System Analysis The Problem The Solution Costs & Benefits Development Approach Application Demonstration Lessons Learned Future Improvements 1

  3. Introduction 2

  4. Team Introduction 3

  5. Jaime Builes Project Sponsor Additional Contacts: Jorge Cossio Kurt Hall Additional Contacts: Ruben Builes Eben Buchanan Karen Olson Will Rubit IT Consultant Bret Detillier Executive/Consultant Hammad Hussain Project Manager Kevin Dickinson Assistant Project Manager Taimur Ghazi Technical Writer/IT Support Matthew Johnson DBA/IT Support Andres Montoya DBA/Application Developer Organization Chart 4

  6. Project Background 5

  7. Background 6

  8. Project Inception • Xenco laboratories has an in-house helpdesk support team dedicated to solving hardware and software issues for the company’s • The current process involves email communication between the client and the helpdesk team, resulting in over 100 emails per day. • Apex Solutions was brought on to develop the Ticket Automation System and Knowledgebase. 7

  9. Current System Analysis 8

  10. Objective Statement The goal of this project is: 9

  11. Scope 10

  12. CurrentBusiness Process 11

  13. CurrentBusiness Process 12

  14. The Problem 13

  15. Current System Issues 14

  16. CurrentBusiness Process Vs. 15

  17. The Problem Dislikes Problems No checks and balance on ticket Anyone can submit tickets • Email sent to at least 8 people every time Heavy email communication • Redundant submission of tickets Wasted labor • Inability to track ticket status and priority Client dissatisfaction 16

  18. Impacts of problems on business 17

  19. The Solution 18

  20. The Solution Develop web-based ‘Ticket Automation System and Knowledgebase’, or simply ‘TASK’. Make IT staff’s operations more efficient by reducing redundant tasksand eliminating lost requests. 19

  21. The Solution (cont.) • TASK will allow IT support members to: • Track and store each submitted request. • Limit submissions to Supervisors and IT Personnel. • Assign Technicians from the proper department to the most critical ticket. • House a knowledgebase of solutions for troubleshooting • Generate informative reports 20

  22. The Solution (cont.) Receive request Receive email Resolve issue Submit ticket 21

  23. Costs and Benefits 22

  24. Performance Goals • Reduce total wasted technician labor by 4 hours per day, which equates to approximately $62,400 saved per year. • Increase customer-submitted projects by 50 projects per year. This will bring an estimated $30,000 in additional revenue per year. • The sponsor has also created an internal goal of saving $100,000 per year in operating costs. 23

  25. Costs Breakdown 24

  26. Recurring Costs vs. Benefits 25

  27. Total Cost of Ownership 26

  28. Development Approach 27

  29. Tools and Technologies • Developed using industry standard software • Microsoft Visual Studio 2010 – Programming and debugging user interface • Microsoft SQL Server 2008 – Programming and debugging database • Adobe Creative Suite 5 – Create and edit graphics for user interface and project documents 28

  30. Database Development 29

  31. Testing Process • Dedicated Testing Process 30

  32. Application Overview 31

  33. Application Overview Web-based system for universal access Simple layout for quick navigation Authorized user access for security 32

  34. TASK Demonstration 33

  35. Summary 34

  36. Summary Xenco laboratories continues to expand and develop its core business. This was causing an influx of support tickets to an outdated system. IT helpdesk support at Xenco faced some inadequacies in the current business process . Apex solutions saw an opportunity to improve the business process and justified the costs with an overall positive return on investment. TASK was created as a result of dedicated efforts from Apex Solutions’ team. 35

  37. Questions? 36

  38. Lessons Learned 37

  39. Project Management • What worked? • Daily status updates • Google groups • Subversion Control for documentation • Weekly in-person meetings • GoToMeeting • What didn’t work? • Untimely reporting hours daily • Difference of hours between WBS and Status Reports • Transfer of responsibilities mid-semester • What could’ve been done differently? • More meetings with sponsor to better quantify costs & benefits • More in-person meetings 38

  40. Application Development • What worked? • Visual Studio 2010 for application development • SQL Server 2008 for database development • Google docs for testing • SubSonic • What didn’t work? • Tortoise Subversion Control • Team Foundation Server • Microsoft Reporting • What could’ve been done differently? • Use a web based code version control 39

  41. Future Improvements • Enhance the application knowledgebase section in order to create a more comprehensive solution base. • Enhance reporting tools. • Cross-browser compatibility 40

  42. Questions? 42

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