Final white paper project - ticketing system
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ABC Ticketing System
Aaron Black
Dr. Cardenas
Due: 12/13/2020
Herzing university
Abstract
ABC is a packaging solution company that had bought other small packaging companies. Those small companies were found to be using their own ticketing system; ABC felt that the workflow was not being done efficiently and effectively as possible. This situation made ABC start finding a way in which they would come up with a single operating system that the other companies will use. This meant that when that system developed, they were supposed to abandon the systems they already had. A ticketing system was to be developed whose work would have been to the request customers made by supporting them in any way necessary through the help of their customer care service representatives. This would assist the companies workflow and improve its performance; since the company expanded to one thousand employees, it needed to maintain its competitive edge in the packaging industry by ensuring the customers were fully satisfied with their services.
The system built would operate on the Windows Server environment since it had a redundancy mechanism that would ensure server uptime and high availability stay maintained at any given point of time. This was a way of making sure that the system does not experience any downtime. Doing so would have inconvenienced the business stakeholders, which would have ruined the company's reputation. The company had proposed three ticketing systems to be compared and to find which among the ticketing system would suit the need of the company; they included Hubspot, ServiceNow, and ConnectWise. These systems were put under consideration to determine which one of them would suit the business needs of ABC solution and at the same time run under Windows Server environment.
Introduction
Companies normally use a Ticketing system to help them manage the kind of services they provide and any other support cases. The system's work is documenting the requests of customers and their interaction at a given period of time, and by doing it would be easier for representatives working in the customer service department to resolve any complicated issue (Aashirwad Kumar,& Ravikumar, 2020). With the aid of a ticketing system, assignments can be prioritized better by the customer service team. This will, in the end, give them the room to create a more enjoyable customer experience. This type of system usually helps the organization to overcome any kind of roadblock they might face during their working process and, in turn, provides a solution which scalable enough to support the customer care service representative.
Typically, An organization that uses a ticketing system can catalog and organize a high volume of support cases found in the customer care department. A representative of the customer care department can manage multiple instances since every ticket is usually labeled, and in most cases, they are prioritized depending on the level of urgency (Shafique et al., 2019). Customer care and the customers can communicate more easily since the customers can access a ticket quickly through their email inbox, which will allow them to send the questions they want to ask directly to the representative who is handling their respective cases. In this paper, we are going how ABC, a packaging solution, tried to create a single ticketing system used by the company after it had bought many other companies that come with their ticketing system. ABC will be more concerned about a single ticketing system that the company will use to accommodate all its business needs and processes.
Problem Description
Problem Definition
Problem
The problem with ABC packaging solutions is the company bought out a couple of other smaller companies that each use their ticketing system software. The goal is to establish a new single software for the company to use as a whole. This approach will help ABC as a company manage, track, and capture the current status of the issues experienced by customers in the organization in a highly collaborative and organized manner. The use of a single system will allow the organization to improve work efficiency since the information gathered during the use of a single system can be used in providing proper visibility of the service events of the past and how the system aided in resolving the issues raised (Ellison et al., 2017).
The small organizations that ABC had bought were using a ticketing system that could not support a huge workload of information since they were only designed to work in a small working environment. This meant that when there was a lot of traffic due to high customer service demand, the system they were using would not sustain it. For this reason, they needed a single system that could manage a huge workload and store information in a central position.
Organization
The company we will be implementing this for is a fictional company named ABC packaging solutions. ABC packaging is a pre-established company that will essentially be expanding to 1000 employees. Its packaging design involves processes like color, function, sustainability, and forms. These things are very vital for any company which is in the packaging business, i.e., ABC. This is because the package of a product usually determines the first impression the customer has about the product. If it is properly designed, then it will attract the eyes of the customer.
ABC is more concerned about the user experience in its packaging solution process. The creation of innovative structures and authentic sensory interactions has made the product packaging solution a delight to the industry. The company structure is a functional one where every person is categorized depending on the kind of function he is performing in the business. The operations are also incorporating different techniques to improve the design and attractiveness of a packaged product. The operations management has been efficient as possible, given the personnel in charge an easy time to manage.
Outcomes
The desired outcome will be a single ticketing system that any user can access with a helpdesk request. The system will have a simple user interface and will auto-assign the request to the appropriate department within IT. Tickets will be able to have a level of urgency assigned.
Here a ticket system will enable the IT department's support system to be focused, organized, effective, and efficient. It will help and support any incident or issues that the organization might experience, from the time they are captured until they are resolved, and the outcome desired during that process will be to ensure that customers are fully satisfied at any given point in time. Since we desire a single system that can be used by the entire organization, our system solution will be required to maintain a high form of availability. When there is a server downtime, the ticketing solution process will not be completed, which can make our business lose a lot of good reputation.
This means that our major engineering fundamental is to provide redundancy when we are designing that ticketing system. This will make sure that if the system experiences any failure, there is a mechanism or a component that will be able to take over from the failed system. We will use Windows Server since it has great redundancy mechanisms that are either out-of-the-box or built-in. Therefore, they will help provide redundancy for the ticketing system solution that we will develop, which will be used to house the workload production.
Windows Server redundancy will assist in ensuring there is high system availability as well as server uptime. The following are some of the redundancy mechanism that we will get from Windows Server 2019 that we will use during the development process. Guest clustering, Failover clustering, Network Load Balancing, and Storage Spaces Direct these mechanisms will enable the Windows Server to have the ability to increase its readability in the Windows underlying infrastructure, system, the applications present (Lee, 2019).
Technology Solution
Because information technology departments have a high volume of requests, ABC packaging solutions must implement a centralized system to handle these incidents. The proposed solution includes researching at least three ticketing software services that the company would potentially use. The tickets will contain IT related issues submitted from every department and then distributed to the appropriate section to resolve these issues. Each ticketing system will be installed on a virtual machine with a demonstration of how it works. The goal is to have several solutions that can be considered for their pros and cons. The ticketing system will need the following for the company to consider streamlining it as their main software:
Can it be easily accessed and understood by end client users?
Can the tickets be separated into different sections within the department? For example, helpdesk, Networking, Information assurance, Applications.
Is it cost-effective? Does it need a subscription, or will it be a one time purchase?
Can you apply different levels of urgency depending on the user it is affecting?
Is the system secure? This will be a top priority as tickets could contain sensitive information.
Can it be accessed 24/7? IT is a full-time operation the needs to be handled at all hours of the day. The system needs to be fully functional through all of this .
Hubspot was the first ticketing system that we selected as a company. Its Help desk tool will allow us to track, log, and organize the customers' support in one dashboard that the entire customer service team will access. The Help Desk feature will allow Hubspot to create a ticket automatically when the customer fills the form, then an email is sent, or even they can be reached out through a live chat (Weking et al. 2018). This kind of ticket system will provide analytics that the manager in charge of the customer care representatives can use to evaluate his team's performance.
ServiceNow is another ticketing system that can be used. It is a ticket system that simply goes beyond the simple logging in since all IT platforms are bought in one place by this system because one of its primary focuses is efficiency. It will enable us to be able to consolidate all our system networks as well as software in a centralized dashboard. A person can track the custom metrics and, at the same time, be in a position of creating his internal user workflows.
The last proposed ticketing solution we chose was ConnectWise. It is a software ticketing solution that provided a platform for business process automation that was full-blown. It is software designed for companies that needed to support their workflow automation under the same digital Platform. Apart from just being a ticketing system, it also had the following capability: time tracking, project management, procurement, billing, and reporting. If we also needed to add any other functionality, the system was designed to customize it by integrating other third-party software services in all these systems mentioned above will be required to run in the Windows Server network environment.
Description of Hands-On Component
Using Microsoft teams, we will share my screen showing a virtual computer. If necessary, we will demonstrate the install of a virtual machine setup. After setup, we will demonstrate how to download each software that will be the ticketing systems. Once downloaded, I will run each system from the admin end and the user's end. The admin perspective demonstration will include login, how to assign tickets, how to close them, create new groups, etc. From the user end, we will demonstrate how to log in, which should be browser-based. We will also show how to submit tickets and check the status.
To demonstrate these procedures clearly, we will use other teaching aids such as pictures and models if necessary that will ensure these points are brought out clearly. Though challenges might arise, we will perform an early preparation so as to ensure nothing goes wrong during the presentation. From both the admin perspective and user end, it is important for both parties to understand how to navigate through the software in a first-timer point of view; therefore, we will demonstrate the prominent and most basic features of the programs that either of them would be quick to learn and use (Schwichow et al., 2016).
Solution
Need s Assessment
The system has numerous needs and wants, but only fundamental ones have been stated here. Needs are fundamental, and our network cannot survive without them, whereas the system can survive without wants. Our first need is Network infrastructure; these are the software and hardware components required for the system to function. Secondly, a database is required to store all the data generated in the system (Raeisi & Giorgetti, 2016). Next, a backup and recovery system is required to prevent losses due to data loss. Our third want is access control, as it is important to regulate who can access the data since it will not be safe if just anyone can access it. Finally, data integrity should be maintained so that whichever information is stored in the system makes sense and is as accurate.
Network infrastructure
It is normally a software and hardware resource of a network in entirety which allows communication, network connectivity, operation and enterprise management network. Therefore it is a need because it provides a path of communication and services between the processes, users, and the network application services present. Without it the element of connectivity and communication might not be possible; hence it's a very important aspect of the system operating environment. A good network infrastructure allows operations taking place within the system to run smoothly, and it should also be a secure network infrastructure free from attacks or breaches of data found within the system.
Other than the network infrastructure's security, it should also be agile (Almoghathawi & Baker, 2019). This ensures there are no complexities, operations are simplified, and automation is embraced. The scalability of the network should also be put into consideration. To go in line with its expansion programs, ABC will have to ensure the network's scaling capability will support it in the future. High resilience and fault-tolerance of the network would be guaranteed because the distributed systems will function best with a reliable interconnection. Finally, the flawless integration of the network components shall be ensured. The storage, networking, compute, and the other surrounding systems should have a high frictionless coordination.
Database
This is another requirement that the system needs to function. All the data collected are stored, and the database is designed so that it's easy to access and store information. A system must have a database since it stores all the pertinent details such as transaction records, employee records, and many more. When the system uses database management, it will allow effective integration of data present within the organization. It will be easy for a person to see how one segment in the system affects the other component. Users of the system can also make quick and informed decision as a result of the database, without a database a system cannot function as expected therefore it's very important for the system.
Therefore, a database is very vital for the company, employing the best database in the market is therefore very important. Hence, we need to know what properties we are looking for before settling for a database. Although there are many desired for a good database, for this case a database which can efficiently and satisfactorily perform these functions will be considered; a scalable, easy retrievable, secure, multiple views, data persistence, high data integrity and easy to modify too (Poddar et al., 2016). Having satisfied these conditions, benefits such as data integrity, backup recovery, data sharing, and privacy will be employed.
Backup and recovery
A system needs to have a backup and recovery because it will be able to restore the lost data without losing any information during that process in a system failure. When present in the system, it creates copies of data. If there is any corruption or loss of data, they can be restored. Since data loss in a system can occur anytime, the system should not run at a loss of losing all information because it failed to incorporate backup and recovery in its requirements. Therefore a system needs to have backup as a need not as a want. Iif that is not done the effectiveness and the efficiency of the system will be very much unreliable.
Losses due to data loss have been constantly on the rise, backing up data regularly is an insurance policy. No matter how small it is or fewer files it affects, a security breach can turn to be a very heavy loss on the company. Nowadays, systems are highly vulnerable to ransomware; hackers can easily lock out the organization out of its own system and demand a ransom in cryptocurrency. In such a case, with constant backing up of data might save the organization from paying hackers a lot of money. Natural disasters can also put the company out of business. It is also given special attention. To be safe the system can be backed up by one or more of the many data backup options in the market. These may include physical backup in hard drives and other memory devices on the business premises or out of the business premises. The company can opt for cloud backup for its systems (Chuang & Wang, 2017).
Access control
A system needs to have an access control mechanism as a security technique where there is regulation on what a person can view and what he cannot view, and who are the people allowed to access particular part of the system and who are not. Its concept fundamental for information security and physical security which is developed mainly minimize the amount of risk. Access control also helps in guaranteeing users who they are when using the system and what level of data are they allowed to access, it restricts access to data. Authentication and authorization are some of the techniques that help in access control, where authentication simply tries to find out if the person accessing the system is truly who he says he is. While authorization is where someone has the permission to access the system resource.
The three broad types of access control are; role-based access control, mandatory access control, and discretionary access control.This therefore means access will be limited according to the role of an employee in the organization when role-based access is used, or, a software or a hardware component can be used to restrict access when mandatory access control method is used. Or one can have a discreet control over all data available. No matter which method is employed, the five stages of access control procedures must be guaranteed. In the first stage, authorization is first confirmed whether the one is a stranger or a member of the organization. Secondly, authentication takes place chromomeres are allowed to continue whereas strangers are locked out. Next, one is allowed to access the information after access is granted. From this point the user can manage the database by scaling the information, monitoring the information and troubleshooting for the system's problems. Finally, the access control must be audited for compliance reports, suspicious events and scale (Zhang et al., 2018).
Data integrity
A system needs to be a data integrity system with assurance and maintenance of data by making sure it is consistent and accurate throughout the data life-cycle. Secure integrity of data will enable the information stored in the database to remain accurate, complete, and reliable no matter how often it's accessed or even how long it's stored. It is therefore very important to ensure that a person is developing a system he or she needs to ensure that data integrity is uphold during that process of data lifecycle is complete.
The two major types of integrity i.e. physical integrity and logical integrity must be met. Physical integrity may be compromised with things such as electromechanical faults, natural disasters, corrosion and material fatigue, these affect fetching and storing of the data. However, logical integrity deals with the accuracy and correctness of the data itself. It ensures entity integrity and referential integrity of information. These ensures the data makes sense and is free from altering. It is ensured by methods such as foreign key constraints, check constraints and program assertions. A well-defined and controlled data integrity will ensure stability, maintainability, re-usability, and performance (Liu et al., 2017).
Technology Solution and Requirements
The technological solutions and requirements can be looked into closely and more specifically. The hardware and software used in our system have specifications and the minimum requirement to work properly (Satoto, 2016).
· Windows Azure system
· windows operating system
· 8 GB RAM
· 40GB disk space
· MySQL
· Windows os
· 4GB RAM
· 10GB or higher disk space
· ticketing software
· 8 cores 2.5GHZ+ minimum,
· 16GB RAM
· 100GB
· Lost data recovery software specifications
· Windows OS
· Windows Server 2019
· 1GHZ or higher processor
· 2 GB RAM
· 100MB minimum disk space
· administrative rights
· vRouter specifications
· CPU
· Memory
· Windows server 2019
· Disk space -32GB
· Processor 1.4GHz 64 bit processor
· RAM -512
· Video – super VGA
· Network – Gigabit (10/100/1000baseT)
PC hardware such as Peripheral Component Interconnect Bus, Interrupt Request Controller, Management Ethernet Interface, serial console, and auxiliary ports. These are but the few technical specifications required to run some of our system's hardware and software.
Azure cloud-based service
This requirement will enable us to be accessed in the internet by our users since we will on the cloud. Azure's system requirements depend on the type of deployment used of the two available deployment options, i.e., express deployment and distributed deployment. For express deployment, only one physical virtue machine is required. Any 8 GB RAM may be used except dynamic memory; a disk space of 40 GB is also required. For distributed deployment, installation is possible on several physical and virtual machines. It works with a minimum of 8 physical machines with 2 CPUs minimum. An 8GB non-dynamic RAM is also required, and a disk space of 40 GB is also enough (Azure, 2016).
However, Azure has other software pre-requisites. These include Windows Server® 2019 and Microsoft Web Platform Installer. Additional components required to run Azure include Windows Server 2019 R2, which entails Microsoft .NET Framework 3.5 Service Pack (SP) 1, IIS 8.5(built in component of Windows Server 2019 R2, Microsoft Web Platform Installer 5. (optional). Windows Server 2019 is also required before installing Azure; it entails Microsoft .NET Framework 3.5 Service Pack (SP) 1, Internet Information Services (IIS) 10 (a built-in component of Windows Server 2019), .NET Framework 4.25 Extended with ASP.NET, Microsoft Web Platform Installer 5.2 (optional).
Azure as a cloud computing solution offers the three main categories, i.e., Infrastructure as a Service (IaaS), software as a service (SaaS), and Platform as a Service (PaaS). For our ticketing solution, we will only require services of IaaS; this is because, for this service, the cloud provider (Azure) provides physical resources like network, servers, and storage, whereas other infrastructures such as web servers and databases, are managed and maintained by the user.
MySQL Database management system
It will be used to store all data for easy retrieval and access by employees and users. MySQL is available for the Windows platform. It supports Windows 7 (64-bit Professional level or higher). Hardware requirements for running MySQL smoothly are a minimum of
· 4 GB RAM (6GB recommended)
· Intel Core or Xeon 3GHZ (or Dual Core 2GHZ) or equal AMD CPU
· the minimum display resolution of 1024x768 but 1280x1024 resolution is recommended
· Nvidia or ATI with support of OpenGL 1.5 or higher graphic accelerators is required. software requirements include
· Microsoft .NET 3.5 Framework
· Cairo 1.6 or later
· glib-2.10
· libxml-2.6, libsigc++2.0
· pcre and libzip (Satoto et al., 2016).
With MySQL installed, buyers and management can get quick access to the database and therefore get privileges such as Data manipulation (changing, adding, deleting, and more), Data query (requesting specified information from the database), Data access control (providing security methods for data protection) and data identity (defining the identity of the data).
ServiceNow
This will be the ticketing software that we are going to implement in our project as the single ticketing system used by the company. We are opting for ServiceNow as our ticketing software because of its better integration tools, which help it link with other company departments. Another advantage of its high ROI, consolidated processes, which eliminate redundancy and increases efficiency. It also improves productivity as it does away with time-wasting as one waits for approvals and responses. It is automated to notify the responsible personnel of an awaiting approval or response.
Before installing ServiceNow, the following minimum requirements must be met to run smoothly, 8 cores 2.5GHZ+ minimum (16 cores recommended), 16GB RAM, and 100GB disk pace (Kotha, 2017). Windows OS, it also requires MySQL database to run. Server minimum requirements include:
· 8 cores 2GH
· 16 GB RAM
· 40GB free disk space
Minimum client requirements include:
· 4 cores 2GHZ
· 4 GB RAM
· free disk space of 1GB
Web server minimum requirements are:
· 4 cores 1.65 GHz
· 4 GB RAM
· 40 GB free disk space.
Recoverit
Cisco Integrated Service Virtual Router (ISR)
ISR is where the items are saved from the transactions done within the system, such as files or any other items that will be stored. Cisco integrated service as a vRouter will serve a huge purpose for the ticketing solution. Elastic scaling of resources will be made possible with Cisco vRouter, hardware costs will also be lowered, and the flexibility of moving around the data center will also be enhanced (Taylor, 2018). Cisco vRouter will require the following resources to function properly, CPU, and memory. PC hardware such as Peripheral Component Interconnect (PCI) Bus, Interrupt Request Controller(IRQ), Management Ethernet Interface, serial console and auxiliary ports, network interfaces, and CD-ROM drive. Cisco vRouter supports hard disk (FAT32 formatted), disk0 (QNX formatted), disk1 (an optional user-specified format), boot flash (FAT32 formatted), and NVRAM (FAT32formated). Integrating Cisco vRouter into the system will ensure transactions done in the system are recorded.
WD My Book Duo 4TB
It is where the items that are saved form the transactions done within the system such as files or any other items will be stored. As the business continues daily, data will be generated from the tickets issued, sales made, among other transactions. It is, therefore, important to have somewhere to store this information. WD My Book Duo 4TB is a hard drive from WD My Book with a storage capacity of 4TB. The hard drive has AES hardware 256-bit encryption, which will ensure the security of the files within. With this installed, the system will now be ready to function. However, WD My Book will be the primary storage device, but as earlier stated, backup is important; therefore, another independent storage device will be required to backup data. Other than encryption, the data integrity within this drive must be protected because it is at this point that un-wanted access may cause havoc. Therefore strict adherence to data integrity maintenance must be upheld to protect the system from losses and hence to avoid losses
SecuGen biometric scanner
Secugen will be used to ensure the level of security of accessing devices is uphold, and only those who have been given the permission to access specific parts of the system will be the only ones who do so. As a security measure, access to the database and servers shall be highly restricted, and only authorized personnel shall be allowed to access it. Secugen biometric scanners are highly reputable fingerprint scanners, which are FBI-certified (Abu-Elreesh, & Abu-Naser, 2019). As stated earlier, access control is vital as it determines information an employee or a customer can access depending on rank. Secugen biometric scanners can also prove useful in determining who is a member of the organization and who is not. Once access control is in place, data integrity will surely come easily as it will be difficult for foreigners to access the system.
Design
When designing the network topology of the system, it is essential to determine which topology is going to be used in the network. First, we need to understand that topology is the arrangement of nodes (routers and switches) and how they are connected in a network. They are normally represented on a graph. There are six major network topologies, they are, bus topology, ring topology, star topology, mesh topology and hybrid topology. In the bus topology, there is a single cable that runs from one end to another of the network and all devices are connected to it the coaxial /RJ45 cable is normally used in this topology (Kim & Lee, 2018).
The ring topology on the other hand connects all devices in the system in a circular form. The network ensures that every device has two neighbors. In the star topology, however, all the devices in the network are connected directly to the switch and indirectly to each other. The hub acts as a server and the devices act as clients. The devices can only communicate with each other through the server. With this topology, wire connections are done by coaxial cables, twisted pair and fiber cable. Mesh topology on the other hand has all devices in the network interconnected. Data is transmitted in two methods, flooding and routing. When two or more topologies come together to form one large topology, they form a hybrid topology. The topology chosen for our network must have minimum cable length requirements, affordable and scalable.
Design - Purpose and Scope
The network topology that I have chosen is a star topology. It is a type of topology where a central hub connects every host in that network topology. It helps in reducing the amount of impact failure in the transmission line by connecting each of the host to the central hub independently. The function of the hub is to work as a server whose responsibility is to manage and control the entire network function, if a specific host is in need for sending any kind of message to another host .It will first have to send that particular message to the central hub which is connecting all those devices.Next the central hub will replicate the message sent to it and then forward it to the most appropriate host. Every workstation in the star topology usually has a cable goes from the network interface card all the way to the network switch.
The reason for choosing this type of topology is that it is a highly flexible, reliable type of topology and sends and receives data at high speed. It is a type of network topology which is very easy to maintain and manage since every node usually need to have separate cables; detecting failure is also an easy thing to do in this topology because in case a failure occurs it will only affect one single user. Extension of the network can be done without having the entire network disturbed, this topology will help me in meeting my project needs since the aim of the project would be to develop a single system for usage. The other companies which were bought would have an easy time of sharing information with each other at flexible, reliable and high speed, therefore resources will be saved since all the information will be managed and controlled with ease. It will also reduce the probability of a network failure since all the systems are connected to the central hub. (Below is figure 1.1 that represents the star topology)
Technology Budget
Building a technology budget is one of the toughest things in putting up the system. The latest technology today may be rendered obsolete in the next two years; therefore, it is important to perform our investigations and spend wisely. Building a technology budget takes into account various aspects. First, as the budget is being drafted, advancement in technology or damage or any other case may force the organization to replace or update its machineries (Thamhain, 2014). A replacement schedule is therefore an important consideration and may be discussed widely in a board meeting. Budgeting must also take into consideration how purchase of these machineries will be funded. Balancing expenditure and income are very important since we do not want to spend what we don't have. Once the required items are identified, a cost analysis is done and a complete mapped and documented budget is drawn (Taylor, 2003). (Below is Table 1.1 which shows our technology budget).
Technology Solution Design
Our technology solution will be based on the earlier mentioned above for our system to meet both the client's satisfaction and our satisfaction. Network-synthesis, network-realization and topological design are the main process that our system must meet. The technological design determines how the devices will be connected and how they will be placed. A logical network design will describe this section. The network-synthesis stage involves determining sizes of the components used subject to performance criteria, IP Addressing and network device naming falls under this category. The final stage, network realization determines how to ensure reliability within the network and meet capacity requirements. Networking services fall under this category as it discusses the networking services that supports our network.
A forecasting of the data traffic load and traffic intensity which will run in our network is made. The minimum capacity requirement that allow Tele-traffic Grade of Service to be met are determined. This involves the routing plan, network's topology, traffic matrix and Grade of Service requirements. A complex model simulating how routing protocols and network requirements behave. The network is designed to ensure that its survivability is high and can maintain service quality and connectivity in failure conditions.
Logical Network Design
Computers and other components of our network will need to communicate from time to time, logical network design describes how they are arranged and how they will communicate with one another. Our nodes are independent, data transferred from one point to another will be required to pass through the central hub. End user computers in our system will require a cable connection with each other through the central hub. Ethernet connection is perfect for this. Once the system will be up and running, an IP addressing scheme shall be determined, this includes the network ID, subnet mask, usable IP addresses and broadcast address. This information is required in every logical network as it tells us how the design will meet our needs. Since our cloud provider will be providing for us infrastructure as a service; it is important therefore to include them in the logical network design (Voigt et al., 2017).
IP Addressing and Network Devices Naming
An IP address network is normally a numerical label that is assigned to every device that is connected to a computer network, which uses internet protocol to communicate. When a device is connected to the internet it is allowed to send and receive information by the IP address (Huang & Wang, 2018). The two standard IP addresses used are IP Version 6 (IPv6) and IP Version 4 (IPv4). The standard IP address that was used was IPv4. The IP address that was used during ur design stage ranged from 192.168.1.100 to 197.157.191.220 (Below is Table 1.2 showing various IP addresses and devices).
Networking Services
Any applications that store, present and manipulate communication at a network application layer and above qualifies to be called a network service. They are provided by a server component on one or more computers and are accessible in a network through client component. Our system will benefit largely from the Domain Name Service (DNS), Internet Protocol (IP), Dynamic Host Configuration protocol. The DNS majorly helps in translating memorized domain names into IP addresses. It also specifies technical functionality of database services at its core. IP on the other hand serves a major function of delivering packets to the destination host from the source host. It relays datagrams across network boundaries, internetworking is made possible from its routing function which essentially establishes the internet (Xu et al.,2018).
The Dynamic Host Configuration Protocol however performs network management protocol on IP. Our system will definitely need DHCP to assign an IP address to each device/component within the network which hence allows them to communicate with other IP network. Other services that we are going to require include; wireless sensor network, world wide web, simple network management protocol, directory services, voice over IP among others.
Technology Solution
For optimal operations of our system, standard technical specification will be used on our devices to ensure that they perform good even when they are heavily loaded. Our technical requirements still do not change from the once we specified earlier. Having known what we need we are going to settle for minimum requirement under which all components will work optimally. Our PCs will have a minimum of 8GB RAM and 500 GB disk space, other factors such as clock speed will also be put into consideration. Coaxial cables, twisted pair, fiber, ethernet cables, Universal Serial Bus (USB) among other relevant cables will be used for connecting the components of the network. Lastly connections to the hub and router will also be done to meet the minimum requirements or even higher since these will form the back bone of the system (Singh et al., 2019). (Figure 1.2 below shows the network design diagram).
Implementation
Operating System Installation
The network operating system is one of the operating systems used during the project; it is a computer operating system that is ultimately designed to support all the workstations and personal computers. The software which network operating system uses allows the communication of multiple devices within a network. They can share the available resources; the hardware composition that uses the network operating system includes printers, personal computers, servers, and file servers. They are connected using a local area network (Anadiotis et al., 2018).
Its role is to provide the basic network services and features capable of supporting simultaneous multiple requests input in an environment with multi-users. In this project, we used a client-server network operating system, i.e., Windows server 2019. A client-server network operating system gives the users of the system access to the available resources through the server. In this type of architecture, all the applications and functions of the system are combined under one specific file server, and it can be used in executing an action of an individual client irrespective of his physical location.
Windows server had an enterprise management software that performed the following functions to enable the ticketing system to operate effectively; it had an active directory, which was a user management service that allowed the server to act as the primary domain controller. The domain controller handled all the authentication in the user accounts, and employees using the system didn't have to login to the local computer. It had a Dynamic Host Configuration Controller (DHCP); this protocol allowed the server to automatically assign all IP addresses to the devices found in the network. The file server present in the NOS kept all the data of the business in a centralized location. It had access control protocols; If one wanted to access them, this was very helpful since ABC, together with the other companies it had bought, would access data easily at a central point without going to each station to get certain information. It had print servers configured to the workstations, and this helped ABC from wasting the time of configuring each printer individually to every workstation. (Figure 1.3 below shows the installation process of windows server 2019).
The time-sharing operating system is another OS we used during the project; this type of OS would enable many different kinds of people present at various terminal locations to a specific computer system at the same point of time, hence allowing multitasking. The main objective of the Time-sharing OS is to enable minimization of the response time, the CPU implements the multiple jobs task by switching in between them, and the switches normally occur very frequently, enabling the user to receive an immediate response (Dieber et al., 2017). The operating system usually uses the CPU multiprogramming and scheduling to
provide a small-time portion to every user; multiple processes can be produced simultaneously.
The operating system consists of three states: an active state, ready state, and waiting state. In an active state, the program of the user is under the control of the CPU. Only one program is available in a ready state; the user's program is ready for execution. However, it's still waiting for its turn the access the CPU, and in the waiting state, the user program is still waiting for input or output operations, and in some cases, multiple users can be waiting for this state at a given time. ABC Company benefitted from the time-sharing operating system since their customers would be able to use the system simultaneously.
Microsoft Windows operating system is another OS that was used for personal computers present in the workstations; it consisted of a software program running on the available hardware, and it made it possible for the users to interact with that hardware resource. The users were able to send commands in the form of inputs and then later receive results in the form of outputs; this operating system provided an environment that was consistent for other software applications to execute their commands.
The Windows operating system used in all the PCs provided interfaces between the machines and the users, i.e., the graphical user interface where the users were able to interact with the operating system by clicking on the screen or even the command line interfaces where the users were capable to typing commands at the command-line interface to tell the operating system to perform a certain function.The Windows operating system provided a data management structure where the directory was displayed for the data management, users were capable of view files, perform folder listing and at the same time be able to manipulate the folders and files with instructions such as copy, rename, move, delete, and many more. (Figure 1.4 below shows hows Windows operating system is installed).
Software installation
Windows 10
The Client Windows operating system that the company used was Windows 10; the Windows 10 installation requirements include an 8 GB free USB flash drive; the flash drive will be connected to a technician PC for formatting and setting all the primary partitions as active. The technician will then use file explorer to copy-paste the Windows product ISO or DVD entire content to the flash drive (Ansari, 2020). After completing that process, we are going to take the new PC we purchased and connected with the USB flash drive, then turn on the personal computer and then press that key that normally opens a menu of boot-selection for the computer, i.e., Esc, F10 or F12 keys, and then select that option that boots the personal computer from the flash drive. Then your computer will ready for installation by following the installation wizard. (Figure 1.5 shows a further continuation of Windows 10 installation process).
Windows Server 2019
The next software installed is the Windows server 2019; after we have created a bootable DVD or USB medium, the next step is inserting it and starting the computer. On the screen, we will be required to select the installation language, then go to the next step, which is clicking the install now option. When the Windows setup has started, we will select the Windows server 2019 edition and click next; then, the next step will involve reading the license terms and conditions and then agree with the terms to start the installation. The fifth step will be asking us the type of installation we want; whether it is an upgrade or custom, we will select the custom install Windows only because it's our first installation. Step 6 will be selecting a partition for installing Windows Server and determining the partition we want; the installation process will start from that point. After installation, the system will reboot automatically, and you will set the administrator password and then click finish (Kogias, 2020). (Figure 1.6 belows shows a further installation of Windows server 2019).
ServiceNow
ServiceNow software was installed on the windows server 2019, and the system requirements that were needed before the installation was a hardware requirement that had 160 GB hard drive, 2GB RAM, and a minimum of 2GHz Xeon. The Platform being used was Microsoft Windows; the database chose MySQL 4.1, Web server I .e.Apache2+mod_perl2, and Perl 5.8.8. Step 1 of installation involves installing the ticketing system necessary files where the command will be issued, and all the requirements will be picked up as the package is being installed. After the package has been installed, it will have to be configured with the database in step 2; configuring the package to the database will be driven by the Ncurses interface, and the screen will ask whether we should proceed to the installation and here we will select the yes option in the key tab and then press enter. (Figure 1.7 belows shows an image of SetviceNow software).
The screen will then require us to select the specific database we would want to use, and here we will go to the user authentication part of the database installation. We will enter the administrator password of the database and then click the ok tab. We will again enter the password for ServiceNow so that the database may be registered on the server and click the ok tab. Still, We will be asked to confirm our password, and when this step is complete, the terminal portion of the installation is also complete. Step 3 a web-based type of installation where the remaining installation is conducted through a web browser. A web browser will be opened on the machine to reach the server that is housing ServiceNow installation. When that process of installation is completed, it will be accessed on the web. (Figure 1.8 shows further installation process of ServiceNow software).
Problem encountered
The problem I encountered was during the installation process of the ticketing system, the process was very complicated, and I had to call the technical team of that software company to assist me during installation. I learnt a lot during that specific installation process since the technical team broadened my knowledge towards various aspects of software installation and configuration which I did not possess before.
System Management
I had completed setting up DNS to Windows Server 2019; when setting up the DNS to the Windows server, I installed the DNS server role on the Windows server 2019, and when adding a new role to the Windows server, I used the server manager.
-Step 1 starting the server manager
- Step 2 clicking the manage menu
- step 3 was selecting add features and roles
- step 4 was selecting feature-based or role-based
- step 5 was selecting the server that I would like to install on the DNS function, i.e., Windows server 2019 from the existing server pool and then clicking the next option.
After that, a pop-up window informed me I needed to add some tools for managing the DNS server, and I added the appropriate tool. The next step was the feature that I didn't change anything and clicked next; when the whole process was done, I restarted the server, and when it was through, the DNS server was already and ready for usage (Thomas, 2019). (Figure 1.9 shows the DNS set-up to windows server).
I also took a step further of configuring the DNS server role in the Windows server 2019; I followed the following procedure to make sure the DNS was fully configured. Step 1 was going to the server manager, clicking the tool menu, and selecting DNS; I selected managing the DNS server; in step 2, I clicked the action menu. I then selected configuring the DNS server. From there, I saw the DNS server wizard; it had three options on it, namely configure the root hints only, configuring forward-looking zones, and creating forward and reverse lookup zones. I selected the option of creating a forward and reverse lookup zone and clicked the next option. The next step was choosing whether the server will maintain the zones or whether it would have read-only copies of the DNS record from another different server, and I choose the first option (Figure 2.0 represents the configuration set of the DNS to the windows server).
The next step was entering my zone name, and after I had entered that name selected, the file names where records of the DNS would be stored, step fourteen was selecting how the Dynamics updates will be responded to by the server. It had two options; the first one was only allowing updates of secure dynamics if the DNS was being integrated with the active directory. The second option was not to let the dynamic update if it was not integrated with the active directory. I selected the first option. The last step was selecting whether I'd like the DNS server to forward the queries, and when I clicked the next option, it marked the end of the process; hence the DNS was fully configured (Tatang et al., 2019).
The ServiceNow which is the ticketing software that we will use has three stages that are distinct they include resolving, maganing issues and reporting issues. In the category of reporting issue this ticketing system offers the users of that system as well as the employees multiple options of reporting issues i.e. they can use the chat feature found in the software, they can call the help desk service, or they can email the issue they have. After reporting of the incident the issues are normally prioritized in accordance to the urgency and business impact, and after that the issue is the forwarded to an employee who is capable of fixing that particular issue. This ticketing system normally routes the issues automatically to the best suited employee who can handle that specific iddues. Customers can check and track the status of their issue while its still being managed. After the issue has been resolved it normally closed with other relevant information such as time taken to fix the issue, escalating rules normally comes to play in cases where the issue is not reslved. The ticketing system has the following types of management; problem management, this is where the root cause of an issue is managed it is reserved for malfunctions that are severe and require a long-term to fix. Incident management is used in reporting sudden or unplanned interruptions like drop in the quality of the IT service; request management is also available where request are normally made when employees or users neeed support from the IT experts
Testing
Test Plan
How will you know that the project need has been met by your technology solution?
Database
When the data of customers, employees, other forms of data have been stored in one place where they can easily be retrieved. The entire platform of ServiceNow was built under a relational database where the collected data were organized into various tables, we created custom tables which were used in storing application data. MySQL is the database used to manage all the relevant user information, therefore when there is query, the engine of the database will find a way of examining all the indexes that are relevant on the table so that it can be in a position to determine the most efficient index that can be used.
Network infrastructure
When the network communication within the organization was functioning and employees were able to access internet communication. The Cisco network would have been configured and supported, and frigate firewalls are incorporated into the infrastructure to ensure the security of the network infrastructure is on point. The hardware and software devices will enable communication between the applications, processes, users and services. This means that information will be easily transferred from one department to another through the ticketing system and when a customer makes an enquiry about a certain service he or she will be able to communicate effectively with the customer service officials in real-time.
Access control
When only people who had the permission to access the system were able to do so. The server room where the ticketing system will be maintained will made very secure and people who would wish to access that area would be required to have permission in order for them to access such location. That is why a secugen biometric scanner will be put on the door of that area since sensitive data containing the information about the customers of the ticketing system or the business process will be kept there, and if unauthorized person accesses it they might end up tampering with those information.
Backup and recovery
When we would be able to recover any information that was lost in case there was a system failure. The Recoverit software would be integrated to work uniformly with the ticketing system so that all the relevant data containing the information of the customers, employees, and other important group of people within the system will kept securely; in case their ticketing system fails to work no data will be lost as a result of the failure and the customers will find that all their information are available. There would be consistency in the flow of data within the ticketing system since every data within that system will be accounted for.
Data integrity
When the information stored in the database is accurate, complete and reliable, no matter how often it's accessed. When a risk-based validation will be performed in the ticketing system, all the locations of the electronic data storage will be accounted for including the PDF reports as well as printouts. The audit trails within the ticketing system will also be inerasable since all of them would have been audited including any kind of change that might have been made to the database. The depth of the review of the audit trail will be based on the complexity and the intended use of the ticketing system.
Test Results
What happened as a result of your test? did you run into any problems? were you able to successfully complete the task?
Database
I integrated all the relevant data of the organization under one platform. the configuration of the database and the windows server as well as the ticketing software was quite challenging. the task of integrating a database into the system was a success. (Figure 2.1 shows the database)
Network infrastructure
The organization was able to access internet. the only difficulty was coming up with the most effective network design that would suit our need. the task was successful since internet communication could be accessed (Figure 2.2 shows the completed network infrastructure).
Access control
Unauthorized people could not access our system. the only problem was ensuring the mechanisms we had put in place were secure enough from external attack. the task was successful since people had to put in there passwords to access the system (Figure 2.3 shows a working access control).
Backup and recovery
The test enabled consistency of work flow since no data would be able to be lost due to failure. we found it difficult to integrate the backup software into our system, until we reached to the assistance of the technical team in which we had bought that software. the task was successful since we our back up system was up and running in case of any emergency (Figure below 2.4 shows an image of back up and recovery software).
Data integrity
We were able to access the information of the system anytime we wanted without it being compromised. we did not run into any problem. the task was completed successfully since no one questioned the integrity of data that they were using (Figure 2.5 belows shows how dta integrity of a system).
References
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Appendix
Figure 1.1
Star topology
Note: The figure above represents a visual representation of a star topology that is used in a network environment Retrieved from https://www.google.com/url?sa=i&url=http%3A%2F%2Fspiroprojects.com%2Fblog%2Fcat-view-more.php%3Fblogname%3DWhat-is-Star-Topology%3F%26id%3D128&psig=AOvVaw0ExxORnfIYZTZfRoHhxtqI&ust=1602677308077000&source=images&cd=vfe&ved=0CAIQjRxqFwoTCKDkkrfEsewCFQAAAAAdAAAAABAD
Figure 1.2
Network design diagram
Note: The figure above shows an illustration of our network design diagram that we would use in our network infrastructure. Retrieved from https://www.conceptdraw.com/How-To-Guide/picture/network-diagram-tool/Computer-network-diagram.png
Figure 1.3
Windows Server 2019 Installation
Note: The above image shows a glimpse of how windows server 2019 is installed in a computer. Retrieved from: https://www.thomasmaurer.ch/wp-content/uploads/2018/07/Installing-Windows-Server-2019-1024x660.jpg
Figure 1.4
Windows Operating System Installation
Note: The image above represents one of the steps that are normally there during windows 10 OS installation process. Retrieved from: https://lasopahaus527.weebly.com/uploads/1/2/5/8/125840190/510126341.jpg
Figure 1.5
Further installation step of Windows OS
Note: This image shows further installation stage of windows OS Retrived from: https://cdn.mos.cms.futurecdn.net/J3EQGGJT5yiUjQusnP2L2Q-1200-80.png
Figure 1.6
Windows Server 2019 installation set up
Note: The image shows the set-up stage of windows server 2019 installation process. Retrieved from: https://computingforgeeks.com/wp-content/uploads/2019/02/install-windows-server-2019-04.png
Figure 1.7
ServiceNow Software installation set-up
Note: The above image shows the set up of ServiceNow software during its installation process. Retrieved from: https://i.ytimg.com/vi/Pgi3WZAqmq0/maxresdefault.jpg
Figure 1.8
ServiceNow Installation
Note: The image shows further set up of ServiceNow installation. Retrieved from: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/edge-encryption/images/Madrid-Edge-Installer-1.png
Figure 1.9
DNS set-up on Windows Server 2019
Note: The image above shows the DNS set on windows server 2019: Retried from: https://www.mustbegeek.com/wp-content/uploads/2019/03/Install-DNS-Server-Role-in-Windows-Server-2012-R2-4.png
Figure 2.0
Configuration and installation of DNS server on Windows server
Note: The image above shows a further representation of configuration and installation of DNS server 2019 on windows server. Retrieved from: https://computingforgeeks.com/wp-content/uploads/2019/11/DNS-Features-08-1024x734.png
Figure 2.1
Database (MySQL)
Note: The image shows MySQL database used during the need assessment and test plan. Retrived from: https://www.mysql.com/common/images/products/wb_migration_wizard_object_editing.png
Figure 2.2
Complete design of network set-up
Note: The image above shows a complete set up of the network infrastructure used. Retrieved from: https://www.neweggbusiness.com/smartbuyer/wp-content/uploads/iStock-960462356-network-switch.jpg
Figure 2.3
Access control Secugen
Note: The above image shows an example of Secugen which is a product used for access control. Retrived from: https://www.securityindustry.org/wp-content/uploads/2019/10/access-control-887x488.jpg
Figure 2.4
Back up and recovery software
Note: The image above shows Recoverit sofatware which is used for back up and recovery. Retrieved from: https://windows-cdn.softpedia.com/screenshots/Recoverit-by-Wondershare_14.png
Figure 2.5
Data integrity
Note: The image shows how data integrity is perfomed. Retrieved from: https://s3browser.com/images/data-integrity/enable-for-uploads.png
Table 1.1
Technology Budget
|
Technology |
Cost |
|
Recoverit (one year subscription, advanced package) |
$ 79.95 |
|
Cisco Integrated Service Virtual Router (ISR221/K9) |
$869.00 |
|
WD My Book Duo 4TB |
$259.99 |
|
SecuGen biometric scanner (SDA 03P) |
$ 110.00 |
|
Ethernet cables |
$ 8.99 |
|
Switch (Ubiquiti UniFi ) |
$376.00 |
|
Lenovo IdeaCentre 3 desktop |
$ 269 |
|
Instace(A2), CORES (2), RAM(3.5GB), Temporary storage 490GB |
$ 230.4 |
|
|
|
|
|
|
|
TOTAL COST |
$ 2200.4 |
Note: The table above represents the amount of budget that will be required for our technology solution to reach its completion.
Table 1.2
IP Addresses and various devices
|
Devices |
IP Address
|
Private Class |
|
PC |
192.168.1.100 |
C |
|
Printer |
192. 168.2. 130 |
C |
|
Router |
192.168.29.1 |
C |
|
Switch (managed layer 3) |
192.164. 1.156 |
C |
|
DNS (hostname) |
197.156.191.220 |
C |
Note: The table above represents the different kinds of IP addresses that was used during project implementation process and their respective devices