User:Knorheim

Group 3

Joe Ken Bam

I thought we could use this link to help us with our halp desk project. http://images.google.com/imgres?imgurl=http://www.startvbdotnet.com/sdlc/sdlc.gif&imgrefurl=http://www.startvbdotnet.com/sdlc/sdlc.aspx&usg=__QTb60Om88BeOdIj6GxfykXui-VY=&h=258&w=450&sz=4&hl=en&start=6&um=1&tbnid=Q_JoCBSvImMcNM:&tbnh=73&tbnw=127&prev=/images%3Fq%3Dsdlc%26hl%3Den%26safe%3Doff%26rlz%3D1T4GGLJ_enUS289%26sa%3DX%26um%3D1

Thank you Ken Norheim

Joe and Bam, this is what I have put together so far, I would like it if you would read over it and let me know your thoughts on this.

Thank you Ken Norheim

HELP DESK SDLC

FEASIBILITY – The current help desk dispatching system is inadequate for the number of calls it is receiving. Tickets are being lost or forgotten; due to this the company productivity is not at a level that is acceptable by ACME Widgets. We will build a project plan and an estimate to implement a new and more efficient help desk.

ANALYSIS – We have been asked to re-create a current help desk. The current help desk employs one help desk associate and would like to increase that number to two associates. We will need to have the ability to track all calls and be able to bill back the corresponding departments. There will also be mobile techs that will have to be able to remotely access the help desk. We will have to place the tickets in a queue and be able to prioritize them based on the users priority and the priority determined by the help desk. There will be a total of 90 end users that will rely on the help desk at any given time. We will implement a web based request for dispatch system and a back up phone line in case of web failure on the end users computer. The help desk will be responsible for new equipment requests such as cameras, PDA devices, software, and other miscellaneous devices. The help desk will be responsible for training of the end users. A FAQ page will be on the internet in order to try to alleviate some call traffic from the help desk, also a knowledge based database will be incorporated into the web page in order to aid the technicians with diagnostics. There will be seven different departments within ACME Widgets; each department will be billed for the use of the help desk based on the amount of calls and the technicians dispatched.

IMPLEMENTATION – The help desk will take approximately six months to put into place. There will be a timeline that will be followed from the onset of the project to the final training of the end users and the management staff. Deliverables will include new computers, phone system, software for dispatching, and mobile devices used by the outside technicians. This project will have three milestones. The first milestone will be a plan that is agreed upon by us and by ACME Widgets. The second will be the new installed help desk with four desktop computers, four telephones, a printer, and the new dispatching software. The final milestone will be complete training for all groups involved. Training will be a four phase training session. Training will start with the two help desk employees and will be in four eight hour sessions. The next step in training will be to train the managers of the seven different departments. The third phase will be to train the end users how to send in a request for service. The final training will be for everyone involved in the project and be a question and answer session, at this time any questions related to the new help desk procedure will be addressed.

TESTING – There will be a very small window for testing. Testing the help desk will require a finished project in order to properly test the system. We will rely on the end user input in order to make sure the system is working as intended. Any bugs or shortcomings in the new dispatching system will be addressed after the implementation phase has been completed and input from the end users, dispatchers and the technicians has been analyzed.

MAINTEANCE – System maintenance will be an ongoing part of this project. We will monitor and analyze all aspects of the help desk and make sure the tickets are being processed properly. We will follow up with the departmental billing and ensure the billing is correct and the help desk is not under or over billing the specific departments. Any software concerns will be addressed at this time. Maintenance will include the ongoing training of current and future employees.