SDM Term Project (DWMT Consulting)

Royce C. Duncan III
JonathonTurchi
Doug Meyer
Christopher Ward
DWMT CONSULTING GROUP
System Developmentfor WesTek, Inc.

DWMT Consultinggroup |WesTek,Inc.
1 | P a g e
Contents
Project Summary................................................................................................................................3
Baseline Project Plan...........................................................................................................................3
Problem Statement .......................................................................................................................3
System Description.........................................................................................................................4
Feasibility Study..............................................................................................................................5
Technical Feasibility.....................................................................................................................5
Economic Feasibility....................................................................................................................5
Operational Feasibility.................................................................................................................6
Work Plan/ Gantt Chart...................................................................................................................7
User Requirements Specifications........................................................................................................0
System Analysis..................................................................................................................................2
Data Flow Diagrams........................................................................................................................2
Context DFD................................................................................................................................2
Level 0 DFD.................................................................................................................................3
Level 1 DFD.................................................................................................................................4
Process Specifications...................................................................................................................11
Decision Tree – Process 1.2........................................................................................................11
Structured English – Process 1.2.................................................................................................11
Data Model: Entity Relationship Diagram.......................................................................................13
System Design..................................................................................................................................14
Relational Database Design ...........................................................................................................14
Sample Input Form Designs...........................................................................................................14
Sample Input 1..........................................................................................................................14
Sample Input 2..........................................................................................................................15
Sample Input 3..........................................................................................................................15
Sample Input 4..........................................................................................................................16
Sample Report Designs..................................................................................................................17
Sample Report 1........................................................................................................................17
Sample Report 2........................................................................................................................18

2 | P a g e
Sample Report 3........................................................................................................................19
Sample Report 4........................................................................................................................20
UI Design......................................................................................................................................21
Conclusion .......................................................................................................................................22

3 | P a g e
Project Summary
WesTek, Inc. is currently offshoring their internal IT ticket resolution processes to IndiaStar
Consulting Group in Mumbai, India. WesTek, Inc. decided it will be more cost effective to hire
DWMT Consulting Group to design and implement a ticketing system tailored to their
businesses user needs.
Baseline Project Plan
Problem Statement
Description
WesTek, Inc. is a technology investment firm based in Dallas, TX. Growth at WesTek, Inc. has led
to a greater utilization of technology, increasing the need for a higher level of internal support.
Growing internal business customer complaints consist of poor communication, inefficiency,
and overall dissatisfaction with the IndiaStar support system. Therefore, WesTek, Inc. has made
the decision to implement an internal Desktop Support team and IT Ticketing systemto support
their employees in an efficient, fast, and friendly manner.
WesTek, Inc. has approved the Desktop Support Team and IT ticketing systemproject to move
forward for project initiation within itself. This project will result in the development of new
ticketing software. This new support system will provide more efficient resolutions to clients
which improve productivity in the workplace. While IT ticketing system software is already
available, DWMT Consulting Group believes that updated developments in the Information
Technology field will enable our team to create a remarkable product to suit our client’s
needs.
ProjectObjectives
The project objective is to develop a system that supports internal business users needs for IT
related intervention. To do this, an IT ticketing systemwill be implemented. This new system
will allow the IT department to quickly and effectively provide problem resolutions to the
business users. This systemwill also allow users a streamlined approach to ticket resolutions
versus the existing support system. The new system will also allow IT team members the ability
to leverage a knowledge base of past archived tickets to help them increase productivity and
response time.
ProjectScope
The project scope as outlined in detail below includes the specific build and setup a functional
ticketing systemfor the new in house help desk IT department at WesTek, Inc. This systemwill
include the ability for internal business users to submit trouble tickets through a web-based
portal which is hosted on a new server in the existing WesTek, Inc data center. Additionally, the
ability for the IT users to be able to have a web-based management portal to edit, modify,

4 | P a g e
manipulate, merge, add notes, close, and archive ticket data will also be included. Upper
management will have access to their own web-based monitoring and metrics dashboard
where they can view everything going on with the IT support department at a glance. Finally,
DWMT Consulting Group will distribute a manual on how the system operates and provide a
short training video. The systemwill serve primarily as a communication tool between internal
business users and the IT help desk support team.
The project will be complete when WesTek, Inc. has a fully operational ticketing systemcapable
of handling 75% more volume than the daily demand of current off shored workloads.
Additionally, this project is to be delivered in six-months, and will need to increase internal
business user satisfaction by 25% in the first 3 months of deployment; increasing to 50% after
six-months. This will be measured by load testing the system during the testing phase of the
project; We will purposely attempt to crash the systemto verify that the load requirement is
met. We will also be polling internal business users to determine satisfaction of the system at
three intervals, three-month, six-month, and one year. DWMT Consulting Group will remain on-
site for three weeks’ post deployment of the systemto assist with any bugs that come to light.
The project is achievable with the resources being made available by WesTek, Inc. We will begin
by prototyping the system in a two-week agile sprint, from there we will begin the waterfall
model proposed in the first joint-application design meeting. We will from then meet in large
JAD meetings weekly, and individual teams will meet daily.
Realistically, we will deliver a fully functional IT ticketing system exactly six-months from the
project start date. We do not anticipate any issues, as we have done careful planning to defend
against potential threats and risks. What we cannot defend we are prepared to respond to
accordingly.
The transition period for WesTek, Inc. from offshored IT help desk to an in-house solution is
exactly 7 months away. As the project will take a total time of six months we have 4 weeks of
slack time to prepare resources for the project start date.
System Description
The IT Ticketing System is a communication tool for internal business users as a way of
contacting support from WesTek, Inc’s IT support team. Communication is initiated by an
internal business user through a web-based portal. IT Support will then see this request on
their web-based management application. A member of the support staff will be assigned one
of the incoming request tickets by the IT Manager. Within the ticketing systemthe support
member and the business user can then communicate directly, if necessary. Once all
information is acquired, the support team member can proceed with finding a resolution. The
individual ticket can be updated two ways; the first by using an internal documentation option
that can only be seen by the IT support team. The second method for updating tickets is the
public facing response; this method will display any update to anyone included on the
ticket. The support member can then make notes and updates allowing for future reference
once the ticket has been closed. Upon closing, the ticket will be archived into a searchable
knowledge base for future references and questions.

5 | P a g e
Feasibility Study
Technical Feasibility
WesTek Inc. current uses an offshore “Help Desk” systemto try and resolve as many user issues
as possible. This setup was originally done to cut back on the number of in house IT employees
the company needed. As the organization has grown the limits of the current systemare more
apparent. The company has also employed several new IT staff members since the adoption of
the old “Help Desk” system. While their current staff would be able to resolve all issues
associated with their current investment software and systems; they feel that resources would
be better spent having someone design a new ticket system for them rather than attempting to
do it in house.
One of the main goals of this project is to have a smooth transition from the from old systemto
the new one. In order to accomplish this we will be providing software that is hosted on a web
server to allow employees to access it from anywhere and not just from the company
intranet. This ticketing system will have a very user intuitive interface that will make the
transition for most users very simple. The back-end or IT interface will be designed with the
input of the current IT staff to make sure all the functionality is present that they will
want. Upper level management will also be able to pull up a dashboard of the ticketing to
system to make sure requests are being resolved in a timely manner.
Since this ticketing systemis going to be designed for use online it is very important to make
sure the user interface will be compatible with as many different web browsers as possible. It is
also important to take into consideration that amount of people that will attempt to use this
device on their mobile phones and make sure the web portal offers a mobile friendly
variety. This systemwill also be designed in such a way to allow transition to a IOS/Android
application in the future as easy as possible.
Economic Feasibility
Since WesTek Inc. is choosing to implement a web based ticketing systemthe software will run
on cloud servers hosted off-site, Hosting the software off-site will allow the firm to save money
on the initial investment and long term maintenance costs. Using a cloud platform like Google
also allows adjustable hardware and bandwidth availability. The estimated cost of service for
VM server running Windows Server 2016 with a dedicated solid state drive is $1326.26 per
year. This cost can adjusted based on server demand throughout the year. The offsite hosting
will also eliminate a lot of cost that would normally be associated with web hosting.
In addition to the recurring cost listed several things will require a one-time investment. The
design, testing, and implementation of the software is expected to run $20,000. This includes
website design and consultation fees of $5000, copyright expenses of $1000, database
integration to current system$10,000, and a content management systemexpense of
$4000. Management and technical training seminars will run $1000. These will be done in

6 | P a g e
small groups to make sure all management and IT staff has a firm grasp of the systemand what
all can be accomplished with it. A short training video explaining how to submit tickets on the
web portal will be included in the cost and available on the main page of the ticketing system.
Operational Feasibility
WesTek, In. currently offshores their help desk operations and only relies on the IT department
if a hardware issue arises. This had led to decreased productivity from staff due to the amount
of time spent with tech support. Once the ticketing systemhas been installed and transitioned
to WesTek, Inc. IT Department, the support members will be able to manage all IT support
requests. User issues will be handled in a more efficient manner allowing the business users to
focus on their investing activity.

7 | P a g e
Work Plan/ Gantt Chart

User Requirements Specifications
1. The systemshall create IT support ticket
1. Allow user to send support request ticket
1. Update user information
2. Update new ticket information
2. Allow new users to send support request ticket
1. Add new user information
2. The systemshall assign support request
1. Allow System Administrator to manage ticket
1. Update unassigned ticket
2. Allow System Administrator to assign worker
2.2.1 Analyze resources
2.2.2 Assign resources
3. The systemshall troubleshoot ticket
1. Allow worker to assess ticket
2. Gather information
1. Allow worker to query user
2. Update ticket information
3.3 Determine resolvability
4. The systemshall resolve ticket
4.1 Analyze alternative solutions
4.1.1 Access archived documentation
4.2 Determine alternative solution
4.3 Implement solution
4.3.1 Unelevated resolved ticket
4.3.2 Elevated resolved ticket

1 | P a g e
5. The systemshall elevate ticket
5.1 Analyze requirements
5.2 Determine resources
5.3 Assign resources
6. The systemshall document ticket
7. The systemshall manage closed ticket
7.1 Update closed ticket information
7.1.1 Notify client
8. The systemshall archive ticket
8.1 Update archive ticket information
9. The systemshall process results report
9.1 Gather report requirements
9.1.1 Management requirements
9.2 Develop report
9.2.1 Gather ticket information
9.3 Deliver report
9.3.1 Send report to system administrator

2 | P a g e
System Analysis
Data Flow Diagrams
Context DFD

3 | P a g e
Level 0 DFD

4 | P a g e
Level 1 DFD
Process1

5 | P a g e
Process2

6 | P a g e
Process3

7 | P a g e
Process4

8 | P a g e
Process5

9 | P a g e
Process7

10 | P a g e
Process9

11 | P a g e
Process Specifications
Decision Tree – Process 1.2
Structured English – Process 1.2
BEGIN
GET User information
IF new user
THEN create new user
ELSE proceed with request
END IF
END

12 | P a g e
BEGIN
GET Solutions
IF solutions do not exist
THEN determine solution
ELSE determine alternatives
END IF
END
BEGIN
GET Resources
IF Resources available
THEN assign to ticket
ELSE determine alternative
END IF
END
BEGIN
GET Documented ticket
IF Ticket complete
THEN Close ticket
AND Notify client
ELSE proceed with ticket
END IF
END

13 | P a g e
Data Model: Entity Relationship Diagram

14 | P a g e
System Design
Relational Database Design
Sample Input Form Designs
Sample Input 1

15 | P a g e
Sample Input 2
Sample Input 3

16 | P a g e
Sample Input 4

17 | P a g e
Sample Report Designs
Sample Report 1

18 | P a g e
Sample Report 2

19 | P a g e
Sample Report 3

20 | P a g e
Sample Report 4

21 | P a g e
UI Design

22 | P a g e
Conclusion
DWMT Consulting Group was hired to create a new ticketing system for WesTek, Inc. The
current limitations of their offshored IT helpdesk were causing user issues and delays. The new
system will be managed in-house and allow the IT department to better track and care for any
user issues. The systemis web based and will allow users to submit tickets whether through
various methods, Desktop, Laptop, Mobile, Etc.
The systemhas been built with future expansion in mind, this also can be customized to allow
both users and IT staff to coordinate remotely though mobile applications. Using the new
ticketing system, the IT department can modify the UI for their evolving needs with relative
ease. This will save the company in the long run by allowing them to manage the system
themselves rather than paying DWMT to continuously support the system.

SDM Term Project (DWMT Consulting)

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (10)

Similar to SDM Term Project (DWMT Consulting)

Similar to SDM Term Project (DWMT Consulting) (20)

SDM Term Project (DWMT Consulting)