MIS600 System Request Form For Ticketing Project Date 090320

Mis600 System Request Formdate09032016project Nameticketing Syst

Mis600 System Request Form date 09/03/2016 project Name ticketing Syst

MIS600 System Request Form Date: 09/03/2016 Project Name: Ticketing System Project Sponsor: Name: Professor William Crumm Department: Information System Development Organization: Peachtree Hospital Contact Information: Phone: Business Problem Statement: Currently, when employees call the help desk, they have no way of knowing how quick the response will be. Also, there is a lack of organization and prioritization for support needs. The IT managers also have outdated methods to tracking historical help desk tickets and which member of the IT staff resolved certain tickets. High-Level Functional Requirements: Managers must have a way of tracking help desk tickets Must be able to prioritize help desk tickets Must be able to track historical information regarding past tickets and resolutions Must be able to track IT help desk employees information and past tickets worked High-Level Proposed Solution and Business Benefits: (Tangible and intangible) Purpose that an IT help desk information system be developed to track help desk tickets and IT support members that work the tickets. It should also be able to show tracking information for customers (internal employees). This purposed system will ensure that tickets are prioritized and closed out in a timely manner depending on the severity of the problem. This system will also allow managers to keep historical records of previous tickets and their employees. This system will save the organization money by allowing customers to resume normal business activities at a faster rate. Managers will be able to multi-task using this application which will increase work flow productivity. Special Issues or Constraints: Training Budget money being allocated for new servers and/or software Time allocated to developing new application Team will need to be formed to develop application which could take away from other projects.

Paper For Above instruction

The implementation of an efficient help desk management system is crucial for organizations aiming to enhance their IT support operations. The proposed Ticketing System for Peachtree Hospital, as outlined in the system request, addresses significant challenges related to response time, organization, and historical data tracking of help desk tickets. It aims to streamline the management process, facilitate prioritization based on severity, and provide comprehensive tracking of support activities. This paper explores the critical aspects of designing and deploying an effective help desk ticketing system, emphasizing its operational importance, functional specifications, potential business benefits, and the constraints faced during development.

First, understanding the core business problem underscores the necessity for a robust ticketing mechanism. Currently, employees lack visibility into the expected response times when seeking help, leading to frustration and delays. Additionally, the absence of a structured prioritization system hampers the efficient resolution of issues, potentially impacting organizational productivity. IT managers also grapple with outdated manual methods for tracking tickets, which impede their ability to analyze performance metrics or retrieve historical support data effectively. This overall disorganization affects both internal workflow and customer satisfaction, highlighting the need for an automated system that can address these deficiencies.

The functional requirements for the new system are designed to tackle these issues head-on. Primarily, managers require tools to record, organize, and monitor help desk tickets from initiation to resolution. The system must facilitate prioritization by categorizing tickets based on severity, urgency, or impact, ensuring that high-priority issues receive prompt attention. Additionally, the ability to access historical information about past tickets enables comprehensive analysis, performance evaluation, and continuous improvement. Tracking IT support personnel and their handled tickets further assists in workload balancing and accountability.

In terms of high-level solutions, developing an integrated help desk management application will provide significant benefits. The primary purpose is to streamline ticket tracking and resolution, thereby reducing downtime and operational inefficiencies. By implementing automated prioritization and real-time status updates, the system ensures tickets are resolved in a timely manner corresponding to their severity. Also, maintaining detailed historical records allows managers to analyze trends, identify recurring issues, and improve support processes. These improvements will translate into tangible benefits such as cost savings, increased productivity, and higher employee satisfaction. The system’s ability to quickly resume normal business activities reduces productivity losses, especially during technical outages or system failures.

Furthermore, the proposed system aligns with strategic organizational goals such as operational efficiency and enhanced customer service. By enabling multi-tasking and workload distribution among support staff, managers can optimize resource utilization. The automation of routine tracking and reporting tasks reduces manual effort, freeing up IT staff to focus on more complex support issues. The development and deployment of this system, however, are not without constraints. Budgetary allocations for hardware upgrades, such as new servers and software licenses, are essential for supporting the system’s infrastructure. Time constraints for development, testing, and training also pose challenges, especially given that forming a dedicated team may divert resources from other ongoing projects.

In conclusion, the implementation of a help desk ticketing system at Peachtree Hospital represents a strategic move towards operational excellence in IT support services. This system addresses critical issues regarding response times, organizational inefficiencies, and data tracking. While budget and resource constraints are significant, the long-term benefits of increased productivity, cost savings, and improved support quality justify its development. Emphasizing careful planning, stakeholder engagement, and phased deployment can mitigate some of the inherent risks. Ultimately, a well-designed help desk management system will serve as an essential tool for enhancing IT service delivery, supporting organizational goals, and fostering a culture of continuous improvement within the hospital environment.

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