The Ultimate Guide to Choosing WordPress Pros and Cons
Atom™ helpdesk final presentation
1. CSE3000Y - Final Year Project
Presentation
Name: Mohammad Iqbal Dilmahomed Bocus
Student ID: 1102196
Programme: BSc(Hons): Information Technology ( Top Up)
2. Agenda
Introduction
Problem definition
Aims and objectives
Comparison of existing helpdesk system
Approaches to helpdesk system
Alternative way to solve the problem
Proposed solution
Features
Proposed technology and software
Gantt chart
3.
4. Introduction
What is a helpdesk?
A helpdesk is an assistance and information resource
that provide solutions or troubleshoot computer related
or similar problems.
5. Introdution (ctd)
The purpose of embarking on this project is to provide
an alternative solution to the current helpdesk system
used by Air Mauritius.
Air Mauritius help desk system is not a well organized,
that is, there are different types of options a user can
request for help and this creates havoc at certain point
in time.
6. Problem Definition
No automatic follow up of incidents
No exact knowledge base
There is no detailed inventory of current equipment
Siebel as a generic software means that it has not been
exclusively developed for helpdesk thus leading to
some missing options
No graphical report of number of incidents or
technician statistics
7. Aims and objectives of a Helpdesk
Support System
Provide an organizational structure
Provide a centralized point of contact for problem
resolution and inquiry
Provide day to day support
Quick and efficient way of resolving incidents
Gathering information for KB
Educate users
8. Comparison of existing helpdesk
system
Spiceworks
Manage Engine Service Desk Plus
Helpdesk pilot
Enterprise wizard
11. Approaches to Helpdesk system
Generally, support can be brought to customers/users :
Toll free number (Phone)
Website
Email
Different solutions can be explored:
Completely web-based
Remote
Local and web-based ( desktop and website)
Local software ( desktop)
12. Alternative way to solve the
problem
Use of an existing open source software and incorporate
the missing features that the current system requires
OR
Instead of studying the different components of an existing
open source software and understanding the different
modules and how to integrate the new modules in the
software, it will be wise to create a new system afresh.
13. Features
A new system with below features will be developed:
Categorization of incidents ( unanswered, unclosed,
etc.)
Report
Knowledge based
Inventory
Administration
Ticketing system
14. Proposed technology and software
Technologies Software
ASP.NET Dreamweaver
MySQL Microsoft Visual Studio Ultimate
Javascript Microsoft SQL Server 2008 R2
AJAX/JQuery Photoshop
CSS/HTML
VB.NET
I welcome both of you for my Final year project presentation and I sincerely hope it will be a very enjoyable time together Let start
In this first slide of my presentation, I would like to share what ill be talking in the next 15 minutes.First there will be the introduction of the current system Followed with some problems encountering by the systemI will then compare different types of help desk system Then alternative ways to solve the issues encountering by the current systemFollowed with my proposed solution with its features and the technologies im planning to useAnd Finally the expected Gantt Chart for delivering the project
Before moving, I would like to talk a little bit about IT in general.As we all know, IT is the driving force in today’s world. Organisation rely heavily and invest big amount of money in ITThus, it is crucial that IS is always available or the we can say also the mean time for repair should be kept to the minimum.Machines do failsSetbacks are not only in financial terms but also reputation when once stigmatized remains forever.Therefore, it is imperative that all necessary measures are taken to address problems at the earliest.
In the next slides, I discuss more of the problems that relate the Air Mauritius system.
Here you will see that I have list some of the problems and lack of the current system.Inventory is done manuallyThe name of the software that Air Mauritius currently using is Siebel
The objectives of the new system will not only facilitates technician but will also enable user education through the KB.It’s quite common that a user will request for assistance for a minor problem in his workstation, for example the mouse is not functioning.This kind of incident is frequent and much time is being devoted to attend it.By the KB, users will be able to help themselves by searching in the KB for simple troubleshooting guides like the mouse not functioning, “ the mouse cable is unplug”
Before moving on, I will compare some existing help desk system which will be categorized as web based and local application and there features.
Among the options that can be used to create a support system to end-users, I have chosen to create a website simply because: Easily accessibleMaintenance and updateScalabilityDeployment
Incidents will be categorized as:UnansweredUnclosedHandled by whomDynamic time count for the incident till resolveReports:Technician StatisticsUser StatisticsSummary of incident-reportKnowledge BasedInventory:Add new asset with their details and assign to specific users Export to CSVSearchAdministration:New ticket:Create a new ticket on behalf of someone.
Here is the different technologies im expecting to use to complete the project