IT ticketing system project
attached project needs week 2.
Herzing University Career Focused, Convenient, Caring
Design Document Week 2 – Needs
Course ID: IS 491
CAPSTONE PROJECT
Instructions:
This template must be filled out completely and turned into the course instructor by the end of the 2nd week of class by Midnight. If you need assistance please contact the instructor prior to the due date.
This assignment is worth 50 points.
Student Name:
Needs:
It is critical to differentiate between needs and wants. With any technology project, it is critical to focus the resources on what is needed (thus keeping the costs down and the focus on the key needs).
A need is a must have.
A want is something that would be nice but is not required.
For this weeks assignment youll want to include 5 needs for your project. Please note that these requirements are the bare minimum. In order to effectively implement your project youll need a lot more, and the more thought you put into your planning up front, the easier it will be once you start to do the work:
What does your network NEED to do? What are you expecting your network to do? This could include any or all of the following areas: security, accessibility, reporting, speed, redundancy, tracking, documentation, etc. Be as specific as possible (i.e. instead of the network should be secure explain who should be able to access the network and where they should be able to access the network from.
Note: This section is NOT for you to list specific operating systems, applications or policies that youll be using. This is for the general needs. Youll be applying your solutions in a separate section.
Research: ALL needs must be backed up with external documentation. Your documentation should prove why the item listed is a NEED for a well-implemented network. Use APA formatting for the source so you have it available when you compile your research paper.
PROJECT NEEDS 25 points
Need (minimum 5 needs for this assignment)
APA Cited Research Source
Why item is a need and not a want (1 to 2 paragraphs for each item)
Technical Requirements:
Consider the project needs that you listed above. Be sure to include all required hardware, software, and other specific resources that would you need to be able to meet these needs? You should have at least FIVE requirements, but most projects will include several more than five. This section should be specific (server and client operating systems, hardware specs, Internet speeds, etc.) If youre running your network in a virtual environment, be sure to list your virtualization software as well as the machine that you will be running your network on.
TECHNICAL REQUIREMENTS 25 points
SAMPLE REQUIREMENT
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
REQUIREMENT ONE
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
REQUIREMENT TWO
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
REQUIREMENT THREE
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
REQUIREMENT FOUR
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
REQUIREMENT FIVE
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
ADD ADDITIONAL TABLES AS NEEDED
Short Description of requirement should be here (Example: Windows Server 2016 operating system)
Purchase Location (include URL)
Provide a URL where you would be able to find a detailed description and price for the required technology.
Technical Specs
List the specifications specific to your project needs (i.e. storage space, memory, speed, etc.)
How does this item help you meet a project need?
Explain which Project Need this piece of technology relates to.
IS 491 Capstone Project
Herzing University
Page 4 of 4
Filename: Week 2 IT 491 Capstone Project DESIGN DOCUMENT [Needs] – Template Running Head: ABC TICKETING SYSTEM 1
ABC TICKETING SYSTEM 3
Capstone project
Aaron Black
Herzing University IT491
Abstract
ABC is a packaging solution company that had bought other small packaging companies, those small companies were found to be using their ticketing system and because of that ABC felt that the workflow was not being done efficiently and effectively as possible. This made ABC start the process of finding a way in which they would come up with a single operating system that the other companies will use. This meant that when that system would be developed they were supposed to abandon the systems they already had. A ticketing system was to be developed whose work would have been to the request customers made by supporting them in any way necessary through the help of their customer care service representatives. This would assist the company to better its flow of work and also at the same time be able to improve its performance, since the company had expanded to one thousand employees it needed to maintain its competitive edge in the packaging industry by ensuring the customers were fully satisfied with the services they provided.
The system that was to be built would operate on the Windows Server environment since it had a redundancy mechanism that would ensure server uptime and high availability is maintained at any given point of time. This was a way of making sure that the system does not experience any downtime and by doing so it would have inconvenienced the business stakeholders which would have ruined the company’s reputation. Three ticketing systems had been proposed by the company so that they would be compared and to find which among the ticketing system would suit the need of the company, they included Hubspot, ServiceNow, and ConnectWise. All these systems were put under consideration to determine which one of them would suit the business needs of ABC solution and at the same time run under Windows Server environment.
Introduction
A Ticketing system is normally used by companies to help them in managing the kind of services they provide as well any other support cases, the work of the system is documenting the requests of customers and their interaction at a given period of time and by doing it would be easier for representatives working in the customer service department to resolve any complicated issue (Aashirwad Kumar,& Ravikumar, 2020). By the aid of a ticketing system assignments can be prioritized in a better way by the customer service team, this will in the end give them the room of creating a customer experience that is more enjoyable. This type of system usually helps the organization to overcome any kind of roadblock they might face during their working process and in turn, provides a solution which scalable enough to support the customer care service representative.
An organization that uses a ticketing system normally have the ability of cataloging and organizing the high volume of support cases that are found in the customer care department, a representative of the customer care department can be in a position of managing multiple cases since every ticket is usually labeled and in most cases they are prioritized depending on the level of urgency (Shafique et al., 2019). Customer care and the customers can communicate more easily since the customers are in a position of accessing a ticket quickly through their email inbox and this will allow them to send the questions they want to ask directly to the representative who is handling their respective cases. In this paper, we are going how ABC which is a packaging solution tried to create a single ticketing system used by the company after it had bought a bunch of other companies that come with their ticketing system. ABC will be more concerned about a single ticketing system that the company will use to accommodate all its business needs and processes.
Problem Description
Problem Definition (Unit 1 Assignment)
Problem.
The problem with ABC packaging solutions is the company bought out a couple of other smaller companies that each use their ticketing system software. The goal is to establish a new single software for the company to use as a whole, this will assist ABC as a company to manage, track, and capture the current status of the issues experienced by customers in the organization in a highly collaborative and organized manner. The use of a single system will allow the organization to be able to improve the efficiency of the work they are doing since the information gathered during the use of a single system can be used in providing proper visibility of the service events of the past and how the system aided in resolving the issues raised (Ellison et al., 2017).
The small organizations that ABC had bought were using a ticketing system that could not support a huge work-load of information, since they were only designed to work in a small working environment. This meant that in a case there was a lot of traffic due to high customer service demand the system they were using could not be able to sustain it, and that is the reason we need a single system that could manage a huge work-load and store information in a central position.
Organization.
The company I will be implementing this for is a fictional company named ABC packaging solutions. ABC packaging is a pre-established company that essentially will be expanding to 1000 employees. Its packaging design involves processes like color, function, sustainability, and forms these things are very vital for any company which is in the packaging business i.e. ABC this is because the package of a product usually determines the first impression the customer has about the product and if it is properly designed then it will attract the eyes of the customer.
ABC in its packaging solution process is more concerned about the user experience, and through the creation of innovative structures and authentic sensory interactions, it has made the product packaging solution to be a delight to the industry. The company structure is that of a functional one where every person is categorized depending on the kind of function he is performing in the business. Also the operations of the company incorporating different techniques to improve the design and attractiveness of a packaged product, the operations management has been able to be efficient as possible given the personnel in charge an easy time to manage.
Outcomes
The desired outcome will be a single ticketing system that any user can access with a helpdesk request. The system will have a simple user interface and will auto-assign the request to the appropriate department within IT. Tickets will be able to have a level of urgency assigned.
Here a ticket system will enable the support system of the IT department to be focused, organized, effective, and efficient. It will aid in helping and supporting any kind of incident or issues that the organization might experience, from the time they are captured until they are resolved and the outcome desired during that process will be to ensure that customers are fully satisfied at any given point of time. Since we are desiring for a single system that can be used by the entire organization, our system solution will be required to maintain a high form of availability this is because when there is a server downtime the ticketing solution process will not be completed and this can make our business lose a lot of good reputation.
This means that when we will be designing that ticketing system our major engineering fundamental is to provide redundancy, this will make sure that in case the system experience any failure there is a mechanism or a component that will be able to take over from the failed system. We are going to use Windows Server since it has great redundancy mechanisms, that are either out-of-the box or built-in. therefore they will be able to help in providing redundancy for the ticketing system solution that we are going to develop which will be used to house the workload production.
Windows Server redundancy will assist in ensuring there is high system availability as well as server uptime, the following are some of the redundancy mechanism that we are going to get from Windows Server 2019 that we will use during the development process. Guest clustering, Failover clustering, Network Load Balancing, and Storage Spaces Direct, these mechanisms will enable the Windows Server to have the ability to increase its readability in the Windows underlying infrastructure, system, the applications present (Lee, 2019).
Technology Solution (Unit 1 Assignment)
Because information technology departments have a high volume of requests, ABC packaging solutions must implement a centralized system that can handle these incidents. The proposed solution
includes the
research
of
at least three ticketing software services that the company would potentially use. The tickets will contain IT related issues submitted from every department and then distributed to the appropriate section to resolve these issues. Each ticketing system will be installed on a virtual machine with a demonstration of how it works. The goal is to have several solutions that can be considered for their pros and cons. The ticketing system will need the following for the company to consider streamlining it as their main software:
Can it be easily accessed and understood by end client users?
Can the tickets be separated into different sections within the department? For example, helpdesk, Networking, Information assurance, Applications.
Is it cost-effective? Does it need a subscription or will it be a one time purchase?
Can you apply different levels of urgency depending on the user it is affecting?
Is the system secure? This will be a top priority as tickets could contain sensitive information.
Can it be accessed 24/7? IT is a full-time operation the needs to be handled at all hours of the day. The system needs to be fully functional through all of this
.
Hubspot was the first ticketing system that we selected as a company, its Help desk tool will allow us to track, log, and organize the customers support in one dashboard which the entire customer service team will be able to access. The feature of the Help Desk will allow Hubspot to create a ticket automatically when the form is filled by the customer, then an email is sent or even they can be reached out through a live chat (Weking et al 2018). This kind of ticket system will provide analytics that the manager in charge of the customer care representatives can use in evaluating the performance of his team.
ServiceNow is another ticketing system that can be used it is a ticket system that simply goes beyond the simple logging in since all IT platforms are bought in one place by this system because one of its primary focus is efficiency. It will enable us to be able to consolidate all our system networks as well as software in a centralized dashboard, a person can track the custom metrics and at the same time be in a position of creating his internal user workflows.
The last proposed ticketing solution we chose was ConnectWise, it was a software ticketing solution that provided a platform business process automation that was full-blown. It is a software that was mainly designed for companies that needed to support their workflow automation under the same digital platform. Apart from just being a ticketing system it also had the following capability: time tracking, project management, procurement, billing, and reporting. If we also needed to add any other functionality the system was designed in a way that we would be able to customize it by integrating other third-party software services. all these systems mentioned above will be required to run in the Windows Server network environment.
Solution
Needs Assessment
Technology Solution and Requirements
Unit 2 Assignment
Design
Design Methodology
Purpose and Scope of your Design
Logical and Physical Network Topologies
Technology Budget
Unit 3 Assignment
Design Plan
Logical Network Design
Network Topology
IP Addressing and Network Devices Naming
Networking Services or Technologies
Physical Network Design
LAN Cabling
LAN Technologies
LAN Devices
Unit 3 Assignment
Implementation
Implementation Plan
Unit 4 Assignment
Implementation Detail
Unit 4 Assignment
Testing
Test Plan
Unit 5 Assignment
Test Results
Unit 5 Assignment
Conclusion
Begin conclusion Here.
References
Aashirwad Kumar, G., & Ravikumar, A. (2020). A Study on Consumer Perception Towards Online Ticketing Systems.A, A Study on Consumer Perception Towards Online Ticketing Systems, 110-115.
Ellison, R. B., Ellison, A. B., Greaves, S. P., & Sampaio, B. (2017). Electronic ticketing systems as a mechanism for travel behavior change? Evidence from Sydneys Opal card.Transportation Research Part A: Policy and Practice,99, 80-93.
Weking, P. N. M., Partha, I. G. N. W., & Swamardika, I. B. A. (2018). Analysis of E-Ticketing Service Information System Application using COBIT 5 Framework.
Lee, T. (2019).Windows Server 2019 Automation with PowerShell Cookbook: Powerful ways to automate and manage Windows administrative tasks. Packt Publishing Ltd.
Shafique, M. N., Raudelinien, J., Davidaviciene, V., & Penik, J. (2019). Acceptance of intelligent ticketing systems in developing countries.Engineering Economics,30(4), 451-460.
Appendix
Begin appendix content here. Running Head: ABC TICKETING SYSTEM 1
ABC TICKETING SYSTEM 6
Capstone project
Aaron Black
Herzing University IT491
Abstract
ABC is a packaging solution company that had bought other small packaging companies, those small companies were found to be using their ticketing system and because of that ABC felt that the workflow was not being done efficiently and effectively as possible. This made ABC start the process of finding a way in which they would come up with a single operating system that the other companies will use. This meant that when that system would be developed they were supposed to abandon the systems they already had. A ticketing system was to be developed whose work would have been to the request customers made by supporting them in any way necessary through the help of their customer care service representatives. This would assist the company to better its flow of work and also at the same time be able to improve its performance, since the company had expanded to one thousand employees it needed to maintain its competitive edge in the packaging industry by ensuring the customers were fully satisfied with the services they provided.
The system that was to be built would operate on the Windows Server environment since it had a redundancy mechanism that would ensure server uptime and high availability is maintained at any given point of time. This was a way of making sure that the system does not experience any downtime and by doing so it would have inconvenienced the business stakeholders which would have ruined the company’s reputation. Three ticketing systems had been proposed by the company so that they would be compared and to find which among the ticketing system would suit the need of the company, they included Hubspot, ServiceNow, and ConnectWise. All these systems were put under consideration to determine which one of them would suit the business needs of ABC solution and at the same time run under Windows Server environment.
Introduction
A Ticketing system is normally used by companies to help them in managing the kind of services they provide as well any other support cases, the work of the system is documenting the requests of customers and their interaction at a given period of time and by doing it would be easier for representatives working in the customer service department to resolve any complicated issue (Aashirwad Kumar,& Ravikumar, 2020). By the aid of a ticketing system assignments can be prioritized in a better way by the customer service team, this will in the end give them the room of creating a customer experience that is more enjoyable. This type of system usually helps the organization to overcome any kind of roadblock they might face during their working process and in turn, provides a solution which scalable enough to support the customer care service representative.
An organization that uses a ticketing system normally have the ability of cataloging and organizing the high volume of support cases that are found in the customer care department, a representative of the customer care department can be in a position of managing multiple cases since every ticket is usually labeled and in most cases they are prioritized depending on the level of urgency (Shafique et al., 2019). Customer care and the customers can communicate more easily since the customers are in a position of accessing a ticket quickly through their email inbox and this will allow them to send the questions they want to ask directly to the representative who is handling their respective cases. In this paper, we are going how ABC which is a packaging solution tried to create a single ticketing system used by the company after it had bought a bunch of other companies that come with their ticketing system. ABC will be more concerned about a single ticketing system that the company will use to accommodate all its business needs and processes.
Problem Description
Problem Definition (Unit 1 Assignment)
Problem
The problem with ABC packaging solutions is the company bought out a couple of other smaller companies that each use their ticketing system software. The goal is to establish a new single software for the company to use as a whole, this will assist ABC as a company to manage, track, and capture the current status of the issues experienced by customers in the organization in a highly collaborative and organized manner. The use of a single system will allow the organization to improve the efficiency of the work they are doing since the information gathered during the use of a single system can be used in providing proper visibility of the service events of the past and how the system aided in resolving the issues raised (Ellison et al., 2017).
The small organizations that ABC bought were using a ticketing system that could not support a huge work-load of information, since they were only designed to work in a small working environment. This meant that in a case there was a lot of traffic due to high customer service demand the system they were using could not be able to sustain it, and that is the reason we need a single system that could manage a huge work-load and store information in a central position.
Organization
The company we will be implementing this for is a fictional company named ABC packaging solutions. ABC packaging is a pre-established company that essentially will be expanding to 1000 employees. Its packaging design involves processes like color, function, sustainability, and forms these things are very vital for any company which is in the packaging business i.e. ABC this is because the package of a product usually determines the first impression the customer has about the product and if it is properly designed then it will attract the eyes of the customer.
ABC in its packaging solution process is more concerned about the user experience, and through the creation of innovative structures and authentic sensory interactions, it has made the product packaging solution to be a delight to the industry. The company structure is that of a functional one where every person is categorized depending on the kind of function he is performing in the business. Also the operations of the company incorporating different techniques to improve the design and attractiveness of a packaged product, the operations management has been able to be efficient as possible given the personnel in charge an easy time to manage.
Outcomes
The desired outcome will be a single ticketing system that any user can access with a helpdesk request. The system will have a simple user interface and will auto-assign the request to the appropriate department within IT. Tickets will be able to have a level of urgency assigned.
Here a ticket system will enable the support system of the IT department to be focused, organized, effective, and efficient. It will aid in helping and supporting any kind of incident or issues that the organization might experience, from the time they are captured until they are resolved and the outcome desired during that process will be to ensure that customers are fully satisfied at any given point of time. Since we are desiring for a single system that can be used by the entire organization, our system solution will be required to maintain a high form of availability this is because when there is a server downtime the ticketing solution process will not be completed and this can make our business lose a lot of good reputation.
This means that when we will be designing that ticketing system our major engineering fundamental is to provide redundancy, this will make sure that in case the system experience any failure there is a mechanism or a component that will be able to take over from the failed system. We are going to use Windows Server since it has great redundancy mechanisms, that are either out-of-the box or built-in. therefore they will be able to help in providing redundancy for the ticketing system solution that we are going to develop which will be used to house the workload production.
While you can use all the Windows Server High Availability features in a real implementation, you add in the paragraph listed below that your project will work with a specific or a group of High Availability solutions as you will need to implemented as part of your project. The more features that you add, the more complex your project will be.
Windows Server redundancy will assist in ensuring there is high system availability as well as server uptime, the following are some of the redundancy mechanism that we are going to get from Windows Server 2019 that we will use during the development process. Guest clustering, Failover clustering, Network Load Balancing, and Storage Spaces Direct, these mechanisms will enable the Windows Server to have the ability to increase its readability in the Windows underlying infrastructure, system, the applications present (Lee, 2019).
Technology Solution (Unit 1 Assignment)
I will suggest to research three potential solutions, but select one for the implementation. Also, you need to select one that you can implement on your proposed environment (Windows Server) listed on the previous paragraph. Thus, you may need to make change to the content of the following paragraph. If you decide to work with three, you will need to implement all of them, as well as test each one. The testing phase of your project follows the project needs, which are defined on Unit 2 Assignment.
Because information technology departments have a high volume of requests, ABC packaging solutions must implement a centralized system that can handle these incidents. The proposed solution
includes the
research
of
at least three ticketing software services that the company would potentially use. The tickets will contain IT related issues submitted from every department and then distributed to the appropriate section to resolve these issues. Each ticketing system will be installed on a virtual machine with a demonstration of how it works. The goal is to have several solutions that can be considered for their pros and cons. The ticketing system will need the following for the company to consider streamlining it as their main software:
Can it be easily accessed and understood by end client users?
Can the tickets be separated into different sections within the department? For example, helpdesk, Networking, Information assurance, Applications.
Is it cost-effective? Does it need a subscription or will it be a one time purchase?
Can you apply different levels of urgency depending on the user it is affecting?
Is the system secure? This will be a top priority as tickets could contain sensitive information.
Can it be accessed 24/7? IT is a full-time operation the needs to be handled at all hours of the day. The system needs to be fully functional through all of this
.
Hubspot was the first ticketing system that we selected as a company, its Help desk tool will allow us to track, log, and organize the customers support in one dashboard which the entire customer service team will be able to access. The feature of the Help Desk will allow Hubspot to create a ticket automatically when the form is filled by the customer, then an email is sent or even they can be reached out through a live chat (Weking et al 2018). This kind of ticket system will provide analytics that the manager in charge of the customer care representatives can use in evaluating the performance of his team.
ServiceNow is another ticketing system that can be used it is a ticket system that simply goes beyond the simple logging in since all IT platforms are bought in one place by this system because one of its primary focus is efficiency. It will enable us to be able to consolidate all our system networks as well as software in a centralized dashboard, a person can track the custom metrics and at the same time be in a position of creating his internal user workflows.
The last proposed ticketing solution we chose was ConnectWise, it was a software ticketing solution that provided a platform business process automation that was full-blown. It is a software that was mainly designed for companies that needed to support their workflow automation under the same digital platform. Apart from just being a ticketing system it also had the following capability: time tracking, proj
