IT project ticketing system

Design Document – Week 1 – Proposal

Course ID: IT 491 CAPSTONE PROJECT

Instructions:

This template must be filled out completely and turned into the course instructor. If you need assistance please contact the instructor prior to the due date.

This is an individual assignment and all work must be original and should be designed, submitted, and documented entirely by the student.

This assignment is worth 50 points.

It is strongly recommended that you get your topic selection approved by your instructor BEFORE submitting week one work.

Name:

STUDENT NAME: Aaron Black

Project Title:

PROJECT TITLE: Ticketing System

Project Fundamentals:

PROBLEM DEFINITION (Your IT project should solve a well-defined problem):

Each question should have a 1 to 2 paragraph response. This section is worth 15 points.

· Organization - Who is the organization you are completing work for? Is this a fictional or real company? How large is the company?

· Problem - What is the problem(s) you are addressing? (i.e. are you moving locations, are you improving performance of existing computers, are you expanding your services, are you creating a new department, are you improving security? etc.)

· Outcomes - What will be the desired outcome of this project? These outcomes should be measurable and specific.

• The company I will be implementing this for is a fictional company named ABC packaging solutions. ABC packaging is a pre-established company essentially will be expanding to 1000 employees. The problem with ABC packaging solutions is the company bought out a couple other smaller companies that each use their own ticketing system software. The goal is to establish a new single software for the company to use as a whole. The desired outcome will be a single ticketing system that any user can access with 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 level of urgency assigned.

TECHNOLOGY SOLUTION You should have a top-level idea of the solution or how you will solve the problem:

This section is worth 10 points. This section should be 3-4 paragraphs and should include the following information.

· What is the proposed solution?

· How do you propose to complete your project?

· What tools and/or methodology (e.g. Network Diagram, IP Addressing, Security Technologies, Virtualization, Operating Systems, etc.) will be used to design, implement, and deliver the proposed solution?

· What type of resources (e.g., software, hardware, virtualization techniques, etc.) will you need to complete your project?

Because information technology departments have a high volume of request, ABC packaging solutions must implement a centralized system that can handle these incidents. The proposed solution is to research at least three ticketing software services that the company would potentially use. The tickets will be 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 in order for the company to consider stream lining 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.

OBJECTIVE ALIGNMENT Because this project is a demonstration of the skills you have learned throughout your time here at Herzing University, your project should address each of the program outcomes. Describe how your proposed project meets each of these specific course outcomes:

Each objective should be addressed in one or two complete sentences. This section is worth 15 points.

· Apply industry standards to the implementation and support of network systems and computer devices

· Demonstrate the principles of information technology security

· Express relevant information to technical and nontechnical audiences

· Design secure network infrastructures for physical and virtual environments

· Create information technology solutions based on business needs or requirements

Description of Hands-On Component: Since a hands-on component is required to pass the class you need to begin thinking about it now. Please explain how you will do your live project demonstration i.e. using virtual machines on your home computer, using Azure online, building a small network at home, demonstrating at work, etc. Also, it will be live so you will need to use Zoom or Skype or other meeting software. This section is worth 10 points.

Using Microsoft teams, I will share my screen showing a virtual computer. If necessary, I will demonstrate the install of a virtual machine setup. After setup, I 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 users end. The demonstration from the admin perspective will include things such as login, how to assign tickets, how to close them, how to create new groups etc. From the user end I will demonstrate how to login which should be browser based. I will also show how to submit tickets and check the status.