This document outlines Mohammad Iqbal Dilmahomed Bocus's final year project presentation on developing a helpdesk system for Air Mauritius. The presentation covers introducing the problem of Air Mauritius' current unorganized helpdesk system, comparing existing helpdesk solutions, and proposing an alternative helpdesk system developed with ASP.NET, MySQL, and other technologies that features categorization of incidents, reporting, a knowledge base, inventory tracking, and ticketing.

1. CSE3000Y - Final Year Project
Presentation
Name: Mohammad Iqbal Dilmahomed Bocus
Student ID: 1102196
Programme: BSc(Hons): Information Technology ( Top Up)

2. Agenda
 Introduction
 Problem definition
 Aims and objectives
 Comparison of existing helpdesk system
 Approaches to helpdesk system
 Alternative way to solve the problem
 Proposed solution
 Features
 Proposed technology and software
 Gantt chart

4. Introduction
 What is a helpdesk?
 A helpdesk is an assistance and information resource
that provide solutions or troubleshoot computer related
or similar problems.

5. Introdution (ctd)
 The purpose of embarking on this project is to provide
an alternative solution to the current helpdesk system
used by Air Mauritius.
 Air Mauritius help desk system is not a well organized,
that is, there are different types of options a user can
request for help and this creates havoc at certain point
in time.

6. Problem Definition
 No automatic follow up of incidents
 No exact knowledge base
 There is no detailed inventory of current equipment
 Siebel as a generic software means that it has not been
exclusively developed for helpdesk thus leading to
some missing options
 No graphical report of number of incidents or
technician statistics

7. Aims and objectives of a Helpdesk
Support System
 Provide an organizational structure
 Provide a centralized point of contact for problem
resolution and inquiry
 Provide day to day support
 Quick and efficient way of resolving incidents
 Gathering information for KB
 Educate users

8. Comparison of existing helpdesk
system
 Spiceworks
 Manage Engine Service Desk Plus
 Helpdesk pilot
 Enterprise wizard

9. Comparison of two web based system

10. Comparison of two local software
with web system

11. Approaches to Helpdesk system
 Generally, support can be brought to customers/users :
 Toll free number (Phone)
 Website
 Email
 Different solutions can be explored:
 Completely web-based
 Remote
 Local and web-based ( desktop and website)
 Local software ( desktop)

12. Alternative way to solve the
problem
 Use of an existing open source software and incorporate
the missing features that the current system requires
OR
 Instead of studying the different components of an existing
open source software and understanding the different
modules and how to integrate the new modules in the
software, it will be wise to create a new system afresh.

13. Features
 A new system with below features will be developed:
 Categorization of incidents ( unanswered, unclosed,
etc.)
 Report
 Knowledge based
 Inventory
 Administration
 Ticketing system

14. Proposed technology and software
Technologies Software
ASP.NET Dreamweaver
MySQL Microsoft Visual Studio Ultimate
Javascript Microsoft SQL Server 2008 R2
AJAX/JQuery Photoshop
CSS/HTML
VB.NET

15. Gantt Chart