Computer Analysts for Tech Services

Our Team Our Client Statement of Purpose The Previous System The New System Problems and Considerations Recommendations Costs and Benefits Conclusion Q&A

Overview

Team Member Project Role

Holly Grayson Project Manager

Devon Lionas Graphics and Presentation Coordinator

Charlie Guan Project Secretary

Melina Sparks Website Design Analyst

Fora Wong Document Lead Designer

Nader Yafi Website Design Programmer

The Project Team

The University of Victoria’s Computer Help Desk (CHD)◦ Decision Support Services, A/V, Admin

Resource that students, faculty use for technical assistance

For Profit organization Funding provided by tuition fees All use same ticketing mechanism, HOMER

Our Client

To create a streamlined, improved, and more efficient UVic ticket tracking system, based off HOMER

Used to track and update work orders Multiple users

◦ Decision Support◦ A/V◦ Administration

Customized to Uvic’s needs Developed and maintained by UVic

Statement of Purpose

HUMPRLDAP

CHD Consultants

Clients

CHD Managers

DSS and Techs

Request ticketReturn ticket

Create new ticketUpdate ticket

Request ticketReturn

ticket

Create new ticket

Update ticket

Return ticket assignment info

Assign ticket to worker

ReturnDirectory info

RequestDirectory info

Update ticket

Create new ticket

Request ticket

Return ticket

Request ticketReturn

ticket

2.0 Create View

Create View

5.0 Compute Trends

Compute Trends

7.0 Manage Ticket Progress

Manage Ticket Progress

Staff ScheduleCATS Ticketing System

My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore

Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools

Client Search

No results to display

Client last name Go

Client Search

No results to display

Client last name Sparks Go

Client Search

Client last name Sparks

Sparks, Melina

Sparks, David

Client Search

Client last name Sparks

Sparks, Melina

Sparks, David

Melina Sparks

Ticket Type

Problem Description

Save and Submit

Phone 778-350-1670Email s4ssyc4tx0x0@aol.comStatus Student

View Ticket History

Backup Data and reinstall OS

Ticket Type

Problem DescriptionEmailNetlinkDSS ESCCHD HWDELL HWMAC HWAV ESCOther

Melina Sparks Save and Submit

View Ticket History

Ticket Type

Problem DescriptionEmailNetlinkDSS ESCCHD HWDELL HWMAC HWAV ESCOther

CHD HW

View Ticket History

Ticket Type

Problem Description

CHD HW

View Ticket History

Ticket Type

Problem Description

CHD HW

Submitted!!

View Ticket History

Backup Data and Reinstall OS

Problem Description

Generate BIll

Important Notes

Insert Update

Melina SparksPhone 778-350-1670Email s4ssyc4tx0x0@aol.comStatus Student

View Ticket History

Client needs computer by 15/03/2014

Problem Description

Create Bill

Important Notes

Insert Update

Generate BIll

Melina SparksPhone 778-350-1670Email s4ssyc4tx0x0@aol.comStatus Student

View Ticket History

Generate BIll

Melina Sparks

Problem Description

Important Notes

Insert Update

Update Type

Details

Save and Submit

View Ticket History

Generate BIll

Melina Sparks

Problem Description

Important Notes

Insert Update

Update Type

Details

Save and Submit

CHD SWCHD HWOther

View Ticket History

Generate BIll

Melina Sparks

Problem Description

Important Notes

Insert Update

Update Type CHD SW

Time 1 Hr

Details

Reinstall OS and Did Windows Updates

Save and Submit

View Ticket History

Generate BIll

Melina Sparks

Problem Description

Important Notes

Insert Update

Submitted!

Melina Sparks

Problem Description

Important Notes

Insert Update

Generate BIll

View Ticket History

Melina Sparks

Problem Description

Create Bill

Important Notes

Insert Update Generate Bill

View Ticket History

Generate BIll

Melina Sparks

Problem Description

Important Notes

Insert Update

Client Details

Send Bill

Total Time

$50Bill Total

View Ticket History

Generate BIll

Melina Sparks

Problem Description

Important Notes

Insert Update

Bill Sent!

System implementation needs support of staff

Transferring data from the previous system to the new system may cause errors

Problems and Considerations

Implement the system during a weekend mid-semester

Limited access user-made tickets Mobile app, integrated with UVic app Historical data integration completed in

phases Allow old system to be accessed until

historical data integration complete

Recommendations

Tangible◦ Time saved due to streamlined system◦ Approximately 5 minutes saved per day by staff◦ System coding standardization

Intangible◦ Higher customer satisfaction◦ Improved service reputation

Benefits Analysis

Discount Rate: 0.05

Year 0 1 2 3 4 Total

Development $6,000.00 $6,000.00

Maintenance $0.00 $1,200.00 $1,260.00 $1,323.00 $1,389.15 $5,172.15

Total Cost $6,000.00 $1,200.00 $1,260.00 $1,323.00 $1,389.15 $11,172.15

Present Value Cost $6,000.00 $1,142.86 $1,142.86 $1,142.86 $1,142.86 $10,571.43

Benefits $0.00 $3,675.00 $3,675.00 $3,675.00 $3,675.00 $14,700.00

PV Benefits $0.00 $3,500.00 $3,333.33 $3,174.60 $3,023.43 $13,031.37

NPV -$6,000.00 $2,357.14 $2,190.48 $2,031.75 $1,880.57 $2,459.94

Cum NPV -$6,000.00 -$3,642.86 -$1,452.38 $579.37 $2,459.94 $2,459.94

Cost Analysis

We were able to identify areas of improvement

We were able to develop a new outline of a system

Team work was greatly improved during the project

Ensuring everyone is on the same page is essential to success

Thank-you

In Summary

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