American River College IT Department Help Desk Analysis

1
American River College IT Department Help Desk
Analysis

• Phase II Analysis
• MIS 161 SDLC
• September 22 , 2004

Yakup Akcora Mae Shalymar B. Bachiller Jason
Lau Veve Simonian Yami Gaitan
2
Agenda

• Team Introduction
• The Analysis Plan
• Requirements Gathering
• Use Cases
• Sequence Diagram
• Structural Modeling
• Database Introduction

3
Topics not covered

• Team Member Contribution
• Timeline
• Costs Incurred

4
The Analysis Plan

• As-Is System
• Legacy system Stand alone database
• Single user access
• No customized reporting
• No automatic confirmation sent to the clients
  upon sending request.

5
The Analysis Plan

• Improvement Opportunities
• Bottleneck is created in one user access
• Increase efficiency in turnaround time for each
  support call

6
The Analysis Plan

• To-Be System
• Microsoft SQL database
• Web based solution
• Multiple user access
• Customized report generation
• Leveraging solutions for known issues

7
The Analysis Plan

• Potential Business Value
• Cost saving in resource allocation
• Training will be done in house
• Server space needed is minimal hardware cost
  savings
• Increase in customer satisfaction

8
Requirements Gathering

• Interview
• Questionnaire
• Findings
• Observation

9
Website Request Form
10
Email Request
11
Memo Card
12
Micro Specialist To Do List
13
Use Case Diagram
14
Behavioral Modeling
15
Structural Modeling Class Diagram
16
CRC CardsTicket
17
CRC CardsClient
18
CRC CardsClerk
19
CRC CardsTechnician
20
Database

• Microsoft SQL 2000

21
Questions