Upload
minnie
View
36
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Computer Analysts for Tech Services. CATS. Overview. Our Team Our Client Statement of Purpose The Previous System The New System Problems and Considerations Recommendations Costs and Benefits Conclusion Q&A . The Project Team. Our Client. - PowerPoint PPT Presentation
Citation preview
Computer Analysts for Tech Services
CATS
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
HOMER
0
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
2.0
5.0 Compute Trends
Compute Trends
5.0
7.0 Manage Ticket Progress
Manage Ticket Progress
7.0
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
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 Sparks Go
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Client Search
Client last name Sparks
Sparks, Melina
Sparks, David
Go
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Client Search
Client last name Sparks
Sparks, Melina
Sparks, David
Go
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Ticket Type
Problem Description
Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Backup Data and reinstall OS
Backup Data and reinstall OS
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Ticket Type
Problem DescriptionEmailNetlinkDSS ESCCHD HWDELL HWMAC HWAV ESCOther
Melina Sparks Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Ticket Type
Problem DescriptionEmailNetlinkDSS ESCCHD HWDELL HWMAC HWAV ESCOther
CHD HW
Backup Data and reinstall OS
Melina Sparks Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Ticket Type
Problem Description
CHD HW
Backup Data and reinstall OS
Melina Sparks Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Ticket Type
Problem Description
CHD HW
Backup Data and reinstall OS
Submitted!!
Melina Sparks Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Backup Data and Reinstall OS
Problem Description
Generate BIll
Important Notes
Insert Update
Melina SparksPhone 778-350-1670Email [email protected] Student
View Ticket History
Client needs computer by 15/03/2014
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Problem Description
Create Bill
Client needs computer by 15/03/2014
Important Notes
Insert Update
Backup Data and Reinstall OS
Generate BIll
Melina SparksPhone 778-350-1670Email [email protected] Student
View Ticket History
Phone 778-350-1670Email [email protected] Student
View Ticket History
Generate BIll
Backup Data and Reinstall OS
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Important Notes
Insert Update
Client needs computer by 15/03/2014
Update Type
Time
Details
Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Generate BIll
Backup Data and Reinstall OS
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Client needs computer by 15/03/2014
Important Notes
Insert Update
Update Type
Time
Details
Save and Submit
CHD SWCHD HWOther
Phone 778-350-1670Email [email protected] Student
View Ticket History
Generate BIll
Backup Data and Reinstall OS
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Client needs computer by 15/03/2014
Important Notes
Insert Update
Update Type CHD SW
Time 1 Hr
Details
Reinstall OS and Did Windows Updates
Save and Submit
Phone 778-350-1670Email [email protected] Student
View Ticket History
Generate BIll
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Client needs computer by 15/03/2014
Important Notes
Insert Update
Submitted!
Backup Data and Reinstall OS
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Client needs computer by 15/03/2014
Important Notes
Insert Update
Backup Data and Reinstall OS
Generate BIll
Phone 778-350-1670Email [email protected] Student
View Ticket History
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Create Bill
Client needs computer by 15/03/2014
Important Notes
Insert Update Generate Bill
Backup Data and Reinstall OS
Phone 778-350-1670Email [email protected] Student
View Ticket History
Phone 778-350-1670Email [email protected] Student
View Ticket History
Generate BIll
Backup Data and Reinstall OS
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Client needs computer by 15/03/2014
Important Notes
Insert Update
Client Details
Send Bill
Total Time
SW
HW
$50Bill Total
Phone 778-350-1670Email [email protected] Student
Phone 778-350-1670Email [email protected] Student
View Ticket History
Generate BIll
Staff ScheduleCATS Ticketing System
My TicketsNew TicketSearch TicketsRequest TrendsCHD SearchTS SearchProblem SearchEmail inbox restore
Consultant toolsNetlinkEmail ToolsNETS ToolsSoftware LicencesWorkstation LogInformedAV Classroom Tools
Melina Sparks
Problem Description
Client needs computer by 15/03/2014
Important Notes
Insert Update
Bill Sent!
Backup Data and Reinstall OS
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
Questions?