BUSINESS CASE CAPSTONE2BUSINESS CASE CAPSTONE3.docx

BUSINESS CASE CAPSTONE 2
BUSINESS CASE CAPSTONE 3
Business Case Capstone
Connie Farris
Raphael Brown
Jim Chambers
Shaun Cummings
Deandre Kralevic
Colorado Technical University
IT Capstone II
(IT488-1904B-01)
Henrietta Okora
Running head: BUSINESS CASE CAPSTONE 1
Business Case Capstone
Table of Contents
(Week 1) Section 1: Overview of the project (from IT487)3
Overview3
I75 Corridor4
Section 2: Requirements (from IT487)5

Section 3: Design (from IT487)7
Section 4: System development methodology9
Section 5: Work breakdown structure11
Section 6: Communication Plan13
(WEEK 2) Section 7: Quality Assurance Plan TBD15
(WEEK 3) Section 8: Documentation Plan TBD16
(Week 4) Section 9: Quality Assurance and results of test-case
execution TBD17
Section 10: Project Closure18
References:19
(Week 1) Section 1: Overview of the project (from
IT487)Overview
The Galactic Customer IT Services is IT Support Company with
over 250,000 employees with companies in over 50 states with
the main headquarters located in Gainesville, FL. The location
chosen for the headquarters is based on a Telco Gateway
Infrastructure that the main fiber-optic truck line runs along the
I75 corridor, from Miami Lakes FL to the northern part of
Michigan. This I75 corridor plays an important part of the
Networking ability for the organization. The Galactic Customer
IT Services is an IT support company, which provides IT
support to various small to large companies both within the
Unites States and support to various military bases overseas.
This large customer service company has installed application
software to its large Help Desk ticketing system. The next phase
being implemented is the upgrading of its Networking
Infrastructure, which also includes cloud-based networking.
This Organization has several new updated Servers ready to
install on the network. With the previous project being accepted

the organization has decided to move forward to improving its
networking infrastructure, however the organization has request
the project team to draft a plan that requires the following in the
plan: Requirements, Design, System Development Methodology,
WBS (Work Breakdown Structure), Communications Plan,
Quality Assurance Plan, Documentation Plan, and Quality
Assurance and results of test-case execution be the project can
be closed. I75 Corridor
http://gregkantner.com/blog/wp-
content/uploads/2012/05/interstate-75-map.gif
Section 2: Requirements (from IT487)
The project requirements here are derived from the software

requirements for the Galactic customer services. The project
was to create new ticketing software that the customer wanted
upgraded and to completely replace the previous product. The
requirements are the following:
• Ticket system
• Ticketing automation forwarding system
• VoIP system for out of country calls
• Application that delivers automated workflow
• Application that handles auto-updates and simple to
intermediate patches
The ticketing system that we have been tasked to create has to
follow the design that the stakeholders and owners expect. A
ticketing system that needs to be omni-channel supported,
which is a type of support that gives the customer using the
product the ability to utilize the application from any multiple
sources. This includes phone, email, self-service ticket creation
via application, and walk-in visits to the company itself.
(Andrews, 2019)
This application is required to have a section that allows the
system to process incoming tickets and to be able to route the
ticket to the appropriate IT support personnel. This system is
required to have the capability to allow the user to select in
detail what their issue is, select the department the issue
pertains too, and also select the level of importance the user the
believes the issue is. However, the level of importance will not
be created by the user, the automated system will determine the
level of importance by keywords located in the ticket and which
section the ticket is for. (Andrews, 2019)
The VoIP telecommunication is crucial to the company’s
success of providing adequate care to its overseas and out of
state clients. Companies that must call into the main HQ in
Gainesville, FL, do not want to spend the extra money for long
distance phone calls, when there is an alternative that could be
created. Instead the stakeholders have insisted on requiring an

easier more cost-efficient way of telecommunication for the
long-distance entities. VoIP will utilize a private VPN that will
allow the client and HQ to speak directly with each other over
the internet rather than use a phone company that will hike up
prices of telephone usage. (Unknown, 2019)
The application portion of the software will be able to create
self-service tickets while also be used to create and recommend
updated software while providing the adequate information to
patch the current software if needed. This is a valuable part of
the software because it allows the end users the ability to fix
issues and low-level problems themselves or have the automated
service patch the issue if possible. Having that service will
provide the client and the service provider to spend more time
on conducting business as usual instead of losing time and
money waiting to speak to an operator or having their ticket
cleared.
References
Andrews, M. (2019) "The Best 11 Ticketing System Software in
2019" Retrieved from https://blog.hubspot.com/service/it-
ticketing-system
Section 3: Design (from IT487)
Below is a design diagram that I did for the team project from
the last course, as you see it was for an online ticketing
application. As seen, you have customers that can communicate
to the customer service group via the Internet which is
connected by way of a secure VPN that is linked to the online
ticketing application, which is connected to the ticket
automation part of the system and sends tickets to customer
service operators. As you can see the system is simple and yet
can be complicated.

Now the team is working on the Networking portion for the
organization. The organization will have to seed out service
technicians to customers for issues that cannot be rectified by
remote access for customers that the help deck could not
resolve. Even though the main hub is in Gainesville, FL there is
a remote site in every State located in one of the major cities.
Below is a diagram depicting a replica of the network that will
connect all areas where trouble tickets will be printed for the
service technicians?
Drafted and Imported from my Smart Draw Software 16
November 2019
The ticketing application servers will be in Gainesville, Florida.
The network will consist of Voice over Internet Protocols
(VoIP), IP routing, DS3 lines to the ISPs (Internet Service
Provider) HTML protocols will be used and the HTTPS
protocol. The Organization will be utilizing Secured Virtual
Private Network services.
Section 4: System development methodology
For the creation of our network that will work with the Galactic
Customer Service unit we will implement the Waterfall
methodology. This method is a slow starter but once it gets in
the design and development stages it fairs great because of the
long planning.
The waterfall approach begins with multiple meetings that
allows the stakeholders, owners, dev team, and customer to
brainstorm and come up with detailed plans to ensure that the
entire project is covered from beginning to end. The reason for
this choice is because the very detailed structured

documentation of the project. (Rouse, 2019) This structure
allows our group to follow step by step to ensure the success of
the project and guarantee that nothing is missed or overlooked.
The planning stages increase the efficiency of the project while
allowing for all avenues to be viewed. This is to include all
risks and threat factors. During the planning stage, the group
will come together to discuss probable/possible risks that could
come along during the development stage. Once all factors are
discussed, then the plans are put in the works to create a risk
mitigation process. (Rouse, 2019) This will allow the team to
know how to mitigate/avoid certain risks that come along.
Another factor in choosing this method is the fact that the
personnel on the development team can be interchangeable. This
means that if six people start the project and one or two decide
to leave or gets fired, the process can continue as planned. This
works well also if other people come in to fill that vacant
position. It allows the process to continue as planned without a
lag in the development process because of the detail in the
plans. With the way our remote communication is set-up,
communication issues are sure to occur. With that being said,
the waterfall method is the appropriate choice based on the fact
that the approach is our way of risk mitigation.
Reference
Rouse, M. (2019, February). waterfall model . Retrieved from
TechTarget:
https://searchsoftwarequality.techtarget.com/definition/waterfall
-model

Section 5: Work breakdown structure
Collection of data and analysis will be conducted at the same
time in the planning phase which will help to establish the

needs of stakeholders. The process is supposed to take one week
where the project crew will collect all the information from
vendors, customers, and stakeholders. This will help to decide
the features expected from the program. The next process is
coming up with integration tools and this step will be done
approximately in 3 weeks due to the complex nature of the
process.
Time and cost should be well managed and thus testing and
development of the project features will be conducted
simultaneously. Actual testing of the application on vendors and
customers will provide real-time support that greatly aids in the
development and implementation of security measures to reduce
risk. Real-time support also helps greatly to reduce the effects
of malfunctioning on the business and also try to establish the
vital features that might be left out in the development phase.
This phase is expected to be conducted for not more than 3
weeks. The development team will actively fix any
malfunctioning of the application.
The last process is monitoring how the application is
performing. The team will offer oversight for support for
example database administration or cloud-based services.
Cloud-based services always have various security features in
place to ensure information communicated through the network
resource is reliable and secured properly (Dennis, 2018).
Reference:
Dennis, J. (2018). Three unbeatable security advantages of
cloud-based solutions for your business. Retrieved from
https://www.cloudcomputing-news.net/news/2018/jun/25/three-
unbeatable-security-advantages-cloud-based-solutions-your-
business/
Section 6: Communication Plan

The system will utilize the use of automated response system
which will always ensure that customers and vendors get real-
time as well as proper company support using well-organized
customer service. The application is designed in a way that
whenever a customer logs into the system, there is an automatic
query popping out prompting the customer to chat with the
client about anything they may wish to enquire about the
company.
Customer satisfaction is very essential; therefore, there is the
need to properly track customer and client communication. To
ensure there is monitoring, the application will have to always
produce a copy of the communication between the companies;
client and other users. This will easily provide an oversight
authority for tracking the communications there; the business
managers can check if the clients are useful to the business.
This approach is very beneficial in determining if the
application effectively provides customer satisfaction.
The alignment of stakeholders’ requirements and the application
design will ensure the organization has attained operational
effectiveness. The organization will attain improved
productivity if the customer service application is working
properly
Regarding the quality of communication, the application
architecture is modeled in a way that response will give the
preferred quality assurance to the customers by the utilization
of automated systems. Using automated alert applications in the
automation strategy will ensure that customers’ issues are
properly and in time. Communication quality is also enhanced
by ensuring every stakeholder’s requirements are considered
since different people have different interests. Additionally, it
also aids in ensuring the right design is implemented.

(WEEK 2) Section 7: Quality Assurance Plan TBD

(WEEK 3) Section 8: Documentation Plan TBD

(Week 4) Section 9: Quality Assurance and results of test-case
execution TBD

References:
Andrews, M. (2019) "The Best 11 Ticketing System
Software in 2019" Retrieved from
https://blog.hubspot.com/service/it-ticketing-system
business/
Rouse, M. (2019, February). waterfall model . Retrieved
from
TechTarget:https://searchsoftwarequality.techtarget.com/definiti
on/waterfall-model
Online Ticketing
Customer Service
Tickets
Persistence
Security
UML Component Diagram: Online Ticketing
order
access

control
encryption
dataAccess
dataAccess
VPN
Internet
Customer
Remote Site 1
Remote Site 2Remote Site 3
Remote Site 4 Remote Site 5
Remote Site 6Remote Site 7Remote Site 8
Remote Site 9
Remote Site 10
Gainesville Florida
LosAngeles,Calafornia
ISP
Cloud
ISP
Cloud
T3
T2T2
T2
T2
T2
T2
T2
T2
T2
T2
DS3
DS3
Running Head: PLANNING & DEVELOPING A PROJECT
1
PLANNING & DEVELOPING A PROJECT

2
IT Capstone II
IT488-1904B-01
Unit 1– Group Project
Group 1
Participating members:
Connie Farris
Raphael Brown
Deandre Kralevic
Shaun Cummings
Jim Chambers
Matthew Dunn
11/20/2019
Table of Contents
(Week 1) Section 1: Overview of the project (from IT487) 3
Overview 3
(Week 1) Section 2: Requirements (from IT487) 5
(Week 1) Section 3: Design (from IT487) 7
(Week 1) Section 4: System development methodology 9
(Week 1) Section 5: Work breakdown structure 10
(Week 1) Section 6: Communication plan 12
Quality management report 14
(Week 2) Section 7: Quality Assurance Plan 24
(Week 3) Section 8: Documentation plan 25
(Week-4) Section 9: Quality Assurance and results of test-case
execution 26

Section 10 – Project closure 26
References 28
(Week 1) Section 1: Overview of the project (from IT487)
Overview
The Galactic Customer IT Services is an IT support company
with over 250,000 employees with companies in 50 States with
the main headquarters located in Gainesville, FL. The location
chosen for the headquarters is based on a Telco Gateway
Infrastructure that the main fiber-optic trunk line, which runs
along the I-75 corridor, from Miami Lakes FL to the northern
most part of Michigan. This I-75 corridor plays an important
part of the Networking ability for the organization. The Galactic
Customer IT Services is an IT support company, which provides
IT support to various small to large companies both within the
Unites States and support to various military bases overseas.
This large customer service company has installed an
application software to its large Help Desk ticketing system.
The next phase being implemented is the upgrading of its
Networking Infrastructure, which also includes cloud-based
networking.
This Organization has several new updated Servers ready to
install on the network. With the previous project being accepted
the organization has decided to move forward to improving its
networking infrastructure, however the organization has
requested the project team to draft a plan that requires the
following in the plan: Requirements, Design, System
Development Methodology, WBS (Work Breakdown Structure),
Communications Plan, Quality Assurance Plan, Documentation
Plan, and Quality Assurance and results of test-case execution
before the project can be closed. Additionally, this organization
is upgrading it phone systems to Voice Over Internet Protocol,

which will eliminate all Intra-Ladder costs from Telco
Companies and the cloud-based networking will also be added
to the VoIP system. Using the Waterfall method, the plan below
will detail the necessary requirements and resources that will be
taken by Galactic IT to provide the most comprehensive plan
possible regarding the allocation of personnel, time and
technology to meet the requirements of the contract and provide
a working roadmap to success.
I75 Corridor
http://gregkantner.com/blog/wp-
content/uploads/2012/05/interstate-75-map.gif
(Week 1) Section 2: Requirements (from IT487)
The project requirements here are derived from the software
requirements for the Galactic customer services. The project
was to create a new ticketing software that the customer wanted
upgraded and to completely replace the previous product. The
requirements are the following:
· Ticket system
· Ticketing automation forwarding system
· VoIP system for out of country calls
· Application that delivers automated workflow
· Application that handles auto-updates and simple to
intermediate patches
The ticketing system that we have been tasked to create has to
follow the design that the stakeholders and owners expect. A
ticketing system that needs to be omni-channel supported,
which is a type of support that gives the customer using the

product the ability to utilize the application from any multiple
sources. This includes phone, email, self-service ticket creation
via application, and walk-in visits to the company itself.
(Andrews, 2019)
This application is required to have a section that allows the
system to process incoming tickets and to be able to route the
ticket to the appropriate IT support personnel. This system is
required to have the capability to allow the user to select in
detail what their issue is, select the department the issue
pertains too, and also select the level of importance the user the
believes the issue is. However, the level of importance will not
be created by the user, the automated system will determine the
level of importance by keywords located in the ticket and which
section the ticket is for. (Andrews, 2019)
The VoIP telecommunication is crucial to the company’s
success of providing adequate care to its overseas and out of
state clients. Companies that must call into the main HQ in
Gainesville, FL, do not want to spend the extra money for long
distance phone calls, when there is an alternative that could be
created. Instead the stakeholders have insisted on requiring an
easier more cost-efficient way of telecommunication for the
long-distance entities. VoIP will utilize a private VPN that will
allow the client and HQ to speak directly with each other over
the internet rather than use a phone company that will hike up
prices of telephone usage. (Unknown, 2019)
The application portion of the software will be able to create
self-service tickets while also be used to create and recommend
updated software while providing the adequate information to
patch the current software if needed. This is a valuable part of
the software because it allows the end users the ability to fix
issues and low-level problems themselves or have the automated
service patch the issue if possible. Having that service will
provide the client and the service provider to spend more time
on conducting business as usual instead of losing time and
money waiting to speak to an operator or having their ticket
cleared.

.
(Week 1) Section 3: Design (from IT487)
Below is a design diagram that I did for the team project from
the last course, as you see it was for an online ticketing
application. As seen, you have customers that can communicate
to the customer service group via the Internet which is
connected by way of a secure VPN that is linked to the online
ticketing application, which is connected to the ticket
automation part of the system and sends tickets to customer
service operators. As you can see the system is simple and yet
can be complicated.
November 2019
Now the team is working on the Networking portion for the
organization. The organization will have to send out service
technicians to customers for issues that cannot be rectified by
remote access for customers that the help deck could not
resolve. Even though the main hub is in Gainesville, FL there is
a remote site in every State located in one of the major cities.
Below is a diagram depicting a replica of the network that will
connect all areas where trouble tickets will be printed for the
service technicians.
November 2019
The ticketing application servers will be in Gainesville, Florida.
The network will consist of Voice over Internet Protocols
(VoIP), IP routing, DS3 lines to the ISPs (Internet Service

Provider) HTML protocols will be used and the HTTPS
protocol. The Organization will be utilizing Secured Virtual
Private Network services.
(Week 1) Section 4: System development methodology
For the creation of our network that will work with the Galactic
Customer Service unit we will implement the Waterfall
methodology. This method is a slow starter but once it gets in
the design and development stages it fairs great because of the
long planning. The waterfall approach begins with multiple
meetings that allows the stakeholders, owners, dev team, and
customer to brainstorm and come up with detailed plans to
ensure that the entire project is covered from beginning to end.
The reason for this choice is because the very detailed
structured documentation of the project. (Rouse, 2019) This
structure allows our group to follow step by step to ensure the
success of the project and guarantee that nothing is missed or
overlooked. The planning stages increases the efficiency of the
project while allowing for all avenues to be viewed. This is to
include all risks and threat factors. During the planning stage,
the group will come together to discuss probable/possible risks
that could come along during the development stage. Once all
factors are discussed, then the plans are put in the works to
create a risk mitigation process. (Rouse, 2019) This will allow
the team to know how to mitigate/avoid certain risks that come
along.
Another factor in choosing this method is the fact that the
personnel on the development team can be interchangeable. This
means that if six people start the project and one or two decide
to leave or gets fired, the process can continue as planned. This
works well also if other people come in to fill those vacant
position. It allows the process to continue as planned without a
lag in the development process because of the detail in the
plans. With the way our remote communication is set-up,
communication issues are sure to occur. With that being said,
the waterfall method is the appropriate choice based on the fact
that the approach is our way of risk mitigation.(Week 1) Section

5: Work breakdown structure
Collection of data and analysis will be conducted at the same
time in the planning phase which will help to establish the
needs of stakeholders. The process is supposed to take one week
where the project crew will collect all the information from
vendors, customers, and stakeholders. This will help to decide
the features expected from the program. The next process is
coming up with integration tools and this step will be done
approximately in 3 weeks due to the complex nature of the
process.
Time and cost should be well managed and thus testing and
development of the project features will be conducted
simultaneously. Actual testing of the application on vendors and
customers will provide real-time support that greatly aids in the
development and implementation of security measures to reduce
risk. Real-time support also helps greatly to reduce the effects
of malfunctioning on the business and also try to establish the
vital features that might be left out in the development phase.
This phase is expected to be conducted for not more than 3
weeks. The development team will actively fix any
malfunctioning of the application.
The last process is monitoring how the application is
performing. The team will offer oversight for support for
example database administration or cloud-based services.
Cloud-based services always have various security features in
place to ensure information communicated through the network
resource is reliable and secured properly (Dennis, 2018).

(Week 1) Section 6: Communication plan
The system will utilize the use of automated response system
which will always ensure that customers and vendors get real-
time as well as proper company support using well-organized
customer service. The application is designed in a way that
whenever a customer logs into the system, there is an automatic
query popping out prompting the customer to chat with the
client about anything they may wish to enquire about the
company.
Customer satisfaction is very essential; therefore, there is the
need to properly track customer and client communication. To
ensure there is monitoring, the application will have to always
produce a copy of the communication between the companies;
client and other users. This will easily provide an oversight
authority for tracking the communications there; the business
managers can check if the clients are useful to the business.
This approach is very beneficial in determining if the
application effectively provides customer satisfaction.
The alignment of stakeholders’ requirements and the application
design will ensure the organization has attained operational
effectiveness. The organization will attain improved
productivity if the customer service application is working
properly (Lin, 2007).
Regarding the quality of communication, the application
architecture is modeled in a way that response will give the
preferred quality assurance to the customers by the utilization
of automated systems. Using automated alert applications in the

automation strategy will ensure that customers’ issues are
properly and in time. Communication quality is also enhanced
by ensuring every stakeholder’s requirements are considered
since different people have different interests. Additionally, it
also aids in ensuring the right design is implemented.
Quality management report
IT488 – IT Capstone II
Introduction
Purpose: Quality Management Review
Audience: Stakeholders, Client, and project Team Members
Details: This report will review the progress of all phases of the
project.

Galactic Customer IT Services is an IT Support Company
located in Gainesville, FL. They have tasked out a project
development team to upgrade their ticketing system, upgrade
their VoIP capabilities, and an application to automate
workflow, updates, and patches. Galactic Customer IT Services
is a well-known client in the IT industry. This document will be
used alongside all other deliverables to produce reports,
reviews, and tasks that are completed throughout the course of
the project.
The Project Manager is responsible for:
· Documenting the client’s requirements, expectations, and
constraints for the project.
· Communicating with the client and project design teams
· Ensuring the client’s quality objectives are clearly identified
and documented.
· Identifying the scope of the project and determine the needs of
the project that include refining the requirements, budgets, and
all quality assessments.
The Project Design Teams are responsible for:
· Creating a finished product that meets or exceeds the
requirements and constraints that the client has identified.
· Delivering the product with all quality assessments accounted
and implemented.
· Taking the appropriate steps to ensure quality is being upheld
at their level.
· Communicating with the Project Manager with identified
risks, time frames, and stage/phase completions.
Requirements
Project Requirements
Completion/Status
Yes
No

Under Review
R-1
Ticketing System
X
The Ticketing System will be omni-channel supported. (i.e.
phone, email, self-service application, and employee input.)
R-2
Ticket Automation
X
This application will allow ticketing automation. This will
allow users to identify their problem and a ticket will be auto
generated into the system. The system will automatically
forward the tickets to the appropriate levels.

R-3
VoIP upgrade
X
The VoIP capabilities will provide telecommunications with the
use of a VPN. This will include local and long-distance calling.
R-4
Automated workflow and updates
X

The application will provide the capabilities to create tickets,
provide updates and patches to the system.
Quality Planning
Quality Control
Quality Assurance
Quality Improvement
Plan
Do
Check
Act
What is done
Determining the Requirements and constraints of the project.
Monitoring the requirements at each phase.
Measuring the quality of the requirements
Increasing the quality of the requirements at each stage.
When it is done
Planning phase: client identified these resources
Project development & quality assurance phases
Project development, quality assurance, and sprint phases

Resources
· This system has an expected employee user usage of 250,000
and 250,000 potential customer users.
· Galactic Customer IT Services has several servers at each
location.
· Current system software will be replaced after completion of
this project.
· Several Remote locations across the country.
· Workstations and VoIP hardware.
· VPN
· Current ticketing system
Quality Planning
Quality Control
Quality Assurance
Quality Improvement
Plan
Do
Check
Act
What is done
Determining the resources available to the project
Monitoring the resources and to utilize them to the fullest
Determining if the resources are available and the quality of
each.
Improve efficiency and effectiveness of the project resources.
When it is done
Sprints
Design

This design will be reviewed by the client and project manager
before this phase will be completed. Once the design has been
approved, this will be reviewed and updated only as needed
throughout the course of the project. Design changes will be
minimized to reduce risks such as scope creep.
Quality Planning
Quality Control
Quality Assurance
Quality Improvement
Plan
Do
Check
Act
What is done
Determining the appropriate design
Monitoring the design to determine if it meets requirements
Measuring the quality of the design for overall performance to
the project
Increase performance when necessary
When it is done
Sprints
System Development Methodology
The waterfall method has been approved for use. This
methodology will provide detailed documentation throughout
the project. The project team is confident is providing all the
necessary documentation to ensure the project starts off with as
much information as possible. This will help mitigate risks in
the later stages of development. This methodology has been
approved and will not receive any changes during the project
life cycle.

Quality Planning
Quality Control
Quality Assurance
Quality Improvement
Plan
Do
Check
Act
What is done
Determining the appropriate methodology
Monitoring the chosen methodology
Measuring the quality of each sprint
Increase performance and efficiency of each sprint phase.
When it is done
Sprints
Work Breakdown Structure
The Work Breakdown Structure (WBS) has been provided in the
Project Plan document. This WBS will be reviewed and updated
during each phase of the project. Future phases may alter this
structure and will be updated as needed.
Quality Planning
Quality Control
Quality Assurance
Quality Improvement
Plan
Do
Check

Act
What is done
Determining the appropriate Work Breakdown Structure
Monitoring the assigned WBS at each level.
Measuring the performance of each level and their time frames
Alter the WBS as needed to increase efficiency.
When it is done
Sprints
Communication Plan
· Daily reports will be produced and sent out via email to all
team members. This will allow the teams to fully understand the
areas that have been completed and in progress.
· Weekly reports will be generated to cover the timeline,
budget, main goals for the week, deliverables, and questions or
concerns about the previous week.
· Milestone reports will be covered during weekly meetings.
These meetings will cover the requirements for completion,
completed milestone reviews, deliverable approvals, and project
time frames.
· Quality management meetings will be held weekly to cover the
current status of each stage of the project.
· Updates to the communication plan will need to be approved
before any changes are made.
Quality Planning
Quality Control
Quality Assurance

Quality Improvement
Plan
Do
Check
Act
What is done
Determining the appropriate communication plan
Monitoring the effectiveness of the communication plan
Measuring the communication plan for any unused time.
Alter the time allotted for meetings, reports, etc. to produce an
efficient plan.
When it is done
Project development, quality assurance, and sprint phases
(WEEK 2) Section 7: Quality Assurance Plan TBD

(Week 3) Section 8: Documentation plan

(Week-4) Section 9: Quality Assurance and results of test-case
execution

Section 10 – Project closure
References
Andrews, M. (2019) "The Best 11 Ticketing System Software in
2019" Retrieved from https://blog.hubspot.com/service/it-
ticketing-system

business
Rouse, M. (2019, February). waterfall model . Retrieved from
TechTarget:
https://searchsoftwarequality.techtarget.com/definition/waterfall
-model
Online Ticketing
Customer Service
Tickets
Persistence
Security
UML Component Diagram: Online Ticketing
order
access
control
encryption
dataAccess
dataAccess
VPN
Internet
Customer
Remote Site 1
Remote Site 2Remote Site 3
Remote Site 4 Remote Site 5
Remote Site 6Remote Site 7Remote Site 8
Remote Site 9
Remote Site 10
Gainesville Florida
LosAngeles,Calafornia
ISP
Cloud
ISP
Cloud

T3
T2T2
T2
T2
T2
T2
T2
T2
T2
T2
DS3
DS3

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