SYSTEM ANALYSIS AND DESIGN

ICT103: Case Study Shaleeza Sohail NOV2018

T3 2018: ICT103 System Analysis and Design

The Case Study for Assignment 1 and 2

Case Study:

IT Solutions is a small IT service provider company located in Sydney's Central Business

District (CBD). The staff consists of twenty IT consultants (technicians, designers, systems

analysts, programmers) and two administration staff. The company provides support to a

range of networking, computer hardware, and software problems to businesses in the CBD

area.

The IT consultants are getting a large number of new clients. Clients call and e-mail

whenever they have any kind of networking, hardware or software problem. IT consultants

manage the requests and perform the required tasks. If the problem is complex it may

require multiple trips, and the consultant has to keep track of what he or she has done to

try to fix the problem. Sometimes a second consultant has to be dispatched, necessitating

communication concerning the previous work.

The CEO of IT Solutions wants to develop a system that is both more responsive to clients

and helpful to consultants. He would like to see a system that allows clients to directly enter

their service requests. The system would track the status of each request along with the

hours spent for billing purposes.

Note: The case study requires students to make necessary assumptions, make sure to clearly document all your assumptions in your assignment reports.