Project
pavithra
SeniorProjectDocumentation1.pdf
PROJECT FAST INVENTORY
Delivered by: The IT Professionals
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Table of Contents
Company Information ................................................................................................................... 4
Brief History & Background ...................................................................................................... 4
Mission Statement ..................................................................................................................... 4
Organizational Structure ............................................................................................................ 5
Duties & Responsibilities ........................................................................................................... 5
Executive Summary ...................................................................................................................... 7
Project Overview .......................................................................................................................... 8
Project Background ...................................................................................................................... 9
Project Charter ............................................................................................................................10
General Project Information ...................................................................................................10
Project Team .........................................................................................................................10
Stakeholders ..........................................................................................................................10
Project Scope Statement .........................................................................................................10
Communication Strategy ........................................................................................................12
Sign-off ..................................................................................................................................12
Notes .....................................................................................................................................12
Work Breakdown Structure ..........................................................................................................13
Gantt Chart .................................................................................................................................14
SWOT Analysis ..........................................................................................................................15
Network Documentation ..............................................................................................................17
Network Topology ...................................................................................................................17
Network Implementation ..........................................................................................................18
Network Hardware ...................................................................................................................19
Database Documentation ..............................................................................................................21
Entity Relationship Diagram .....................................................................................................21
Database Tables .......................................................................................................................22
Website Documentation ...............................................................................................................25
Website Purpose ......................................................................................................................25
IPO Chart................................................................................................................................26
Navigating the Website .............................................................................................................27
3
Website Sample Code ...............................................................................................................31
Mobile Application Documentation ...............................................................................................34
IPO Chart................................................................................................................................35
Mobile App Navigation ............................................................................................................36
Mobile Application Sample Code ..............................................................................................39
Finance Documentation ................................................................................................................42
Project Budget .......................................................................................................................43
ROI & NPV ............................................................................................................................46
Training and Service Level Agreement ..........................................................................................48
Training ..................................................................................................................................48
Service Level Agreement ..........................................................................................................49
Monitoring and Support ............................................................................................................50
Closing Contract .........................................................................................................................54
Summary ....................................................................................................................................57
4
Company Information
Brief History & Background
The IT Professionals is a technological solutions company that was started in Bronx, NY
in 2016 by a group of Monroe College’s IT Students. It was begun by creating solutions for
business who needed to find a way to make day-to-day operations more efficient and effective.
Currently IT Professionals is still being operated from Bronx, NY and working on a project for
Monroe College’s IT Department.
Mission Statement
To serve our clients by providing quality professional service. We will use the strategy of
innovation and retain knowledgeable professionals as we aim to provide superior end products to
our community.
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Organizational Structure
Fig. 1
Duties & Responsibilities
Project Manager
● Planning and defining scope
● Activity planning and sequencing
● Resource planning, developing schedules and time estimating
● Cost estimating and developing a budget
● Documentation
● Creating charts and schedules
● Risk analysis and management
● Monitoring and reporting progress
● Team leadership
Network Administrator
● Design and implement network ● Network maintenance ● Provide network security
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Database Administrator
● Design, develop and implement database systems based on customer requirements
● Establish the needs of users and monitoring user access and security
● Improve database systems to ensure performance efficiency
● Consider the use of database for back-end organization of data and front-end accessibility
for end-users
● Develop database tables and fields.
● Ensure data quality and integrity in databases
● Developing, managing and testing backup and recovery plans
Web Developer
● Write well designed code
● Create website layout
● Integrate data from databases
● Gather requirements based on technical needs
● Create and maintaining web site
Mobile Application Developer
● Write well designed and efficient code
● Create website layout
● Integrate with backend services to ensure delivery of a user friendly mobile application ● Work with the product and design team to understand end-user requirements ● Dive into difficult problems and successfully deliver results within a schedule
Financial Analyst
● Determine cost of operations
● Identify financial status
● Guide cost analysis process
● Calculate employee hourly wages
● Ensure project stays within budget
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Executive Summary
This document documents all the major components of this project. The company
information focuses on the internal structure of The IT professionals. It outlines each employee
who is working on this project and their roles and responsibilities. The overview and background
of the project gives a detailed summary of the problem needed to be solved and how it will be
solved. It also explains the benefits of the new system to be implemented. The project charter
give details about the project scope (purpose and objective), stakeholders, deliverables,
milestones, risks, constraints and dependencies. The SWOT analysis sums-up the internal and
external strengths, weaknesses, opportunities and threats of the project. In addition the work
breakdown structure is a timeline of how the project will come to fruition. The Gantt chart is a
visual representation of the tasks to be completed that have been outlined in the work breakdown
structure.
The documentation of the functional areas of the project (networking, database, website,
mobile application) all include labeled images for referencing. Each section give a brief, detailed
description about how each section functions. The financial aspect of this project also breaks
down how money allocated to the project has been spent. Also included is the Service Level
Agreement, Training and Closing contract which are legally binding documents that explain how
service is to be maintained between both parties involved and ensuring that all conditions of the
project have been met.
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Project Overview
The IT Professionals have be contracted by Monroe college to create a quick response
(QR) based system that will automate the asset review process. The system is composed of a
website and mobile application that allows users to scan items into a back-end database. The
information from the database will be presented in the form of reports so that is easier to read.
This project aims to reduce instances of human error that can be caused the by manual counting
of hardware devices. It also aims to reduce the amount of time it takes to perform an asset review
by eliminating redundant counting needed for accuracy. A quick response based system will
enable Monroe College’s IT employees to have an automated inventory system. It will be able to
query those items through a mobile application or website to display the object properties.
This project is only concerned with automating the asset review process of the Monroe
College IT Department. In addition, this project only addresses the IT Department in the Bronx
Campus and will subsequently not include the Queens, New Rochelle or St. Lucia campuses.
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Project Background
Presently, Monroe College’s IT Department does not have an efficient, digital system to
record the devices they have in each classroom and office. They walk through each classroom
and office and record what they have in a spreadsheet. In order to modernize this process, the IT
Professionals have been contracted to implement a QR based system that will record accurately
what they have and where it is located. This will simplify the process and allow employees’ time
to be invested in other work obligations, especially when they need information for reports. The
website would be an internal website where IT employees use their credentials to login and view
inventory details. The database will hold the information about what type of devices the college
has and where they are exactly located.
.
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Project Charter
General Project Information
Project Name: Project Fast Inventory
Executive Sponsors: Monroe College
Department Sponsor: Lawrence McGrath
Impact of project: This project will change how the IT Department performs inventory review
Project Team
Name Department Telephone E-mail
Project Manager: Breianna Blair IT Department (646) 512-3010 [email protected]
Team Members: Jose Ortiz IT Department (347) 483-2645 [email protected]
Youssef Ballo IT Department (646) 352-3283 [email protected]
Abdullah Hamid IT Department (914) 314-0638 [email protected]
Jose Ortiz IT Department (347) 483-2645 [email protected]
Mark Perez IT Department (914) 409-5429 [email protected]
Stakeholders
Monroe College
Lawrence McGrath
IT Department Employees
Project Scope Statement
Project Purpose / Business Justification
The purpose of this project is to create a quick response based system that will automate the asset review
process. The system is composed of a website and mobile application that allows users to scan items into
a backend database.
Objectives
Project Fast Inventory aims to reduce instances of human error that can be caused by manual counting.
Reduce the amount of time it takes to perform an asset review by eliminating redundant counting needed
for accuracy.
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Deliverables
A quick response based system that enables IT employees to have an automated inventory system by
using a computer/peripheral into a database. They will then be able to query those items through a mobile
application or website to display the object properties.
Scope
This project is only concerned with automating the asset review process of the Monroe College IT
Department. In addition, this project only addresses the IT Department in the Bronx Campus and will
subsequently not include New Rochelle or St. Lucia.
Project Milestones
Inception
Start End
5/16/16 – 5/22/16
Planning
Start End
5/23/16 – 5/31/16
Construction
Start End
6/1/16 – 6/20/16
Delivery
Start End
6/20/16 – 6/30/16
Major Known Risks
Risk Risk Rating (Hi, Med, Lo)
QR Stickers damaged or removed by
students.
Hi
Constraints
Resources such as network equipment. Time in which the application and deployment must be completed.
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External Dependencies
The project heavily depends on hosting services.
Communication Strategy
The team has agreed to communicate through our mobile devices. Specifically using WhatsApp, a mobile
messeging application, Google Drive to upload individual contributions. Meetings with Monroe College’s
supervisor will be held to ensure the project meets the needs of the IT Department.
Sign-off
Name Signature Date (MM/DD/YYYY)
Executive Sponsor Monroe College Lawrence McGrath 5/15/16
Department Sponsor Lawrence McGrath Lawrence McGrath 5/15/16
Project Manager Breianna Blair Erick Rebolledo 5/15/16
Notes
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Work Breakdown Structure
The Work Breakdown Structure (WBS) is a document outlining all phases of the project.
The WBS helps the employees working on the project to stay on track with time allocated for
each phase. If the team begins to fall behind, they can reference the chart to see where they need
to put in more work in order to meet deadlines.
Fig. 2
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Gantt Chart
The Gantt chart is a visual representation of the tasks to be completed that have been
outlined in the work breakdown structure.
Fig. 3
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SWOT Analysis
Strengths Weaknesses
● Faster and efficient with information
processing
● Low cost of hardware, software,
hosting
● User friendly
● Easily generate inventory count reports
● Does not ensure accuracy
● Data is only as good as the data
entry that created it
Opportunities Threats
● Easy to upgrade
● Ability to code new functionalities like
specialized reports
● Simple to add new devices to the
system
● Budget
● Outsourcing from another
company
● Premature termination of project
Fig. 4
In the SWOT analysis, some strengths have been outlined. Our major strength is that the
system will allow for a faster and efficient way of processing information. This new system has a
low cost of hardware, software, and hosting. Also this system is user friendly as it also allows for
inventory reports to be easily generated.
One of the weaknesses are that this system does not ensure accuracy. This is because the
information inputted is only as good as the entry that created it. If an employee incorrectly inputs
information, then that is what the system will reflect.
One opportunity is that this system is easy to upgrade. There is also the ability to code
new functionalities for specialized reports. One other opportunity is that it is very simple to add
new devices to the system.
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The threats to this project are the budget, outsourcing from another company and the
premature termination of the project. Monroe College may decide to outsource in order to get the
same service from a different company. The project may face premature termination if the
employees of IT Professionals decide to abandon the project.
Network Documentation
Network Topology
Fig. 5
Network Implementation
This network topology (Fig. 5) will be used to implement Project Fast Inventory. The
network will show external hosting by Heroku, and Monroe College’s network implementation.
On the right side of the topology (Fig. 5), Monroe College’s networking, has a wireless router
where smart phones, QR printers and laptops will connect to gain access to the Wi-Fi. The
firewall software on the wireless router will be activated. The PCs are connected to a switch
which enables for a LAN internet connection. A decision was made to connect the PCs through a
switch because the switch will be able to connect up to 24 devices. If the college wishes to have
additional devices connected, there will be a means of doing so. The database information will
be stored in real-time on Monroe’s server and will be backed up on Heroku’s servers 6pm every
day to prevent the consumption bandwidth at peak hours. As an additional back up, the
information will also be backed up on a 1TB USB drive daily.
The left side of figure 5 is a fictional representation of Heroku’s network topology. It is a
representation of how information will be sent, received and stored to and from Monroe College.
Their network implementation is viewed as follows. The company stores and hosts the college’s
website and database information on a server and is protected with a firewall.
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Network Hardware
Sierra Wireless AirLink Raven RV50 – gateway
Main Features
● Gateway
● 10Mb LAN
● 100Mb LAN
● GigE
● RS-232
● USB 2.0
● LTE AWS/700/850/1900 / W-CDMA AWS/850/900/1900/2100 / CDMA
800/1700/1900
NETGEAR ReadyNAS 3138 RN31843E - NAS server
Main Features
● 4 bays
● 12 TB
● Rack Mountable
● HDD 3 TB x 4
● RAID 0
● Gigabit Ethernet
NETGEAR AC1900 Nighthawk Smart WiFi Router
Main Features
● C1900 WiFi (600+1300 Mbps)
● 1 WAN & 4 LAN Gigabit Ethernet ports
● Two USB ports
● WPA/WEP2 and WEP Security
● 1GHz dual-core
● 128MB flash and 256 MB RAM
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NETGEAR ProSAFE 24-Port Gigabit Smart Switch (GS724T)
Main Features
L3 Lite
24 Gigabit Ethernet port
2 SPF Gigabit fiber port
Rack mountable
Kingston DataTraveler HyperX Predator USB
Main Features
USB flash drive
1 TB
USB 3.0
LabelWorks LW-600P Portable Label Printer
Main Features:
Built-in Memory
Tape Cutter
Open Cover Detection
Mobile Connectivity
PC & Mac Connectivity
The vendor for all network hardware components, except the QR printer, is CDW-G. The vendor
for the QR printer is ESPON.
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Database Documentation
This relational database is used to store inventory and to create, update, and view records
in order to make better managerial decisions. User logins are also handled by the database.
Information will be stored in real-time on Monroe College’s servers. The database will be
backed up at 6pm daily on to Heroku’s servers. The E-R diagram (Figure 6) shows the
relationships between the tables.
Entity Relationship Diagram
Fig. 6
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Database Tables
Fig. 7
The above table displays the inventory details. It stores the unique item ID, item type, item name,
OS version, room location and the date the item was stocked.
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Fig. 8
The above table displays the employee information.
Fig. 9
The above table displays the building information.
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Fig. 10
The above table displays the user account information.
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Website Documentation
Website Purpose
The main purpose of this site is to allow Monroe College to use a website to graphically
display all of its Database information in an organized, user friendly manner. Employees can
search for specific records and can look up information from different buildings to search for a
particular inventory item. Along with the database, the website will store the QR codes generated
for quick and easy access for future use.
Domain: fast-inventory.com
Hosted By: Heroku
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IPO Chart
Fig. 11
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Navigating the Website
From the start when a user first opens the site they will be greeted with the Login Page
being prompted to login. Once the user has logged in they now have access to the Inventory Page
to have an overview of what data has been recorded and filter what they would like to see. Users
can also access to the Add Item page to add new items to the database.
Home Page
Fig. 12
The Home Page is used to serve as an update history page for any fixes or changes to the website
that will be updated by the website administrator. Alongside with any site updates the Home
Page will explain to those visiting the site the main purpose of the site.
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Login Page
Fig. 13
The user is prompted to supply login information for access to the additional web pages,
the Inventory and Add Item pages. User information is authenticated with the database.
Script is being used to help handle the authentication for users. Passport.js is being used
to make a local login and to help provide a session for the user. The only time the user is logged
out is when the user leaves the site or if they click on the logout link. The username and
password is grabbed from the front end where there are textboxes with names as “username” and
“password”. The two variables are used to query it to the database to check if the user exists and
the password matches with the user. If the query comes out true, a callback is received with the
user’s information from the database.
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Inventory Page
Fig. 14
The Inventory Page is used to store the data held in the database and allow for those
using the website to filter though the various records that have been recorded with the mobile
application.
This page takes the global variables made from the filter post and puts it in variables and
put those variables in a SQL query. Selecting from the inventory table and just getting all the
necessary data needed. All of the data received from the query is placed into the render data for
inventory. There is a form added to help with the filtering of the data, such as item types, the
building the item is in, and the room number.
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Add Item
Fig. 15
The Add Item page allows user to input new items into the database.
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Website Sample Code
var mysql = require("mysql");
var db = mysql.createPool({
host : 'us-cdbr-iron-east-04.cleardb.net',
user : '',
password : '',
database : 'heroku_e330f5bdc6c95f4'
});
module.exports = function(app, passport){
function sessionCheck(request, response, next){
if(request.user == "error"){
console.log("line 13");
} else {
next();
}
};
app.get("/", sessionCheck, function(request, respond){
respond.render("index.ejs",{
title: "Home",
user: request.user
});
});
app.get("/inventory", sessionCheck, function(request, respond){
db.query("select * from inventory", function(err, rows, fields){
if(err){
console.log(err);
}else{
respond.render("inventory.ejs",{
title: "Inventory",
inventory: rows
});
}
});
});
app.get("/login", function(request, respond){
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respond.render("login.ejs",{
title: "Login"
});
});
app.get("/login/retry", function(request, respond){
respond.render("retry.ejs", {
title: "Retry Login"
});
});
app.get("/qrcodes", function(request, respond){
respond.render("qrcode.ejs", {
title: "QRCodes",
})
});
app.post('/login', passport.authenticate('local-login', {
successRedirect: "/inventory",
failureRedirect: "/login/retry"}),
function(request, respond){
});
app.post("/filter", function(request, respond, next){
var itemData = request.body.itemtype;
var buildData = request.body.buidling;
var roomData = request.body.room;
app.set('item', itemData);
app.set('build', buildData);
app.set('room', roomData);
respond.send({redirect: '/result'});
next();
});
app.get('/result', sessionCheck, function(request, respond){
var itemdata = app.get("item");
var builddata = app.get("build");
var roomdata = app.get("room");
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db.query("select * from inventory where ItemType='"+itemdata+"' and
RoomNumber='"+roomdata+"'", function(err, rows, fields){
if(err){
console.log(err);
} else{
respond.render("filter.ejs", {
title: "Results",
inventory: rows
});
}
});
});
}
Node.js is being used for the back-end, some modules required to allow the server to do
functions such as GET or POST as well as routing and providing middleware like Body Parser.
This takes any data from the front end that is going to be posted to the back end and turn it into
JSON data. Authentication scripts and routing scripts were added to be with the main server file.
Script used for coding also deals with the routing. If a user were to go to another page,
instead of leaving the pages file name and file type at the end of the link, a route is given. As a
user goes between each route, a session check is being done to see if the user's session is still
active. If not, the user gets redirected to the login page. The “app.get” are the links that will show
any webpage along with any extra data that was added.
34
Mobile Application Documentation
The mobile app is a native hybrid app written in Ionic Framework and Cordova. It uses
native API calls like the camera and others. For the Fast Inventory Application, it is a way to
update the date it was scanned and the quantity of the item. It uses a QR Code scanner to the
scan the QR code attached to the item. Once the scan is made, the app gets the data from the QR
code which is just telling what the item type it is. Depending on the item type and room, it
updates the database with adding quantity, and the date it was scanned. The design was also
based to be for the college so naturally using the Monroe colors.
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IPO Chart
Fig. 16
36
Mobile App Navigation
Login page
Fig. 17
The login page connects to the database to check if the user exists and the password matches the
same in the database.
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Home page
Fig. 18
This page has a description of what is going on as well as the buttons to logout and to start
scanning.
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Fig. 19 Fig. 20
Figure19 and 20 show the viewfinder of where the QR code should be placed to scan and the
report generated.
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Mobile Application Sample Code
angular.module('starter', ['ionic', 'ngCordova'])
.run(function($ionicPlatform) {
$ionicPlatform.ready(function() {
if(window.cordova && window.cordova.plugins.Keyboard) {
cordova.plugins.Keyboard.hideKeyboardAccessoryBar(true);
cordova.plugins.Keyboard.disableScroll(true);
}
if(window.StatusBar) {
StatusBar.styleDefault();
}
});
})
.config(function($stateProvider, $urlRouterProvider){
$urlRouterProvider.otherwise("/layout/login");
$stateProvider
.state("layout", {
url: "/layout",
abstract: true,
templateUrl: "templates/layout.html"
})
.state("layout.login", {
url: "/login",
views:{
"main-content":{
templateUrl:"templates/login.html",
controller: "mainCtrl"
}
}
})
.state("layout.home", {
url: "/home",
views:{
"main-content":{
templateUrl:"templates/home.html",
controller: "mainCtrl"
}
}
})
.state("layout.result", {
url: "/result",
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views:{
"main-content":{
templateUrl:"templates/result.html",
controller: "mainCtrl"
}
}
});
})
.controller("mainCtrl", function($scope, $http, $state, $cordovaBarcodeScanner, $ionicLoading,
$ionicPopup, $ionicHistory, $ionicModal){
$scope.user = {
email: "",
password: ""
}
$scope.loginUser = function(){
$ionicLoading.show({
template: 'Loading...'
});
$http.post('http://fastinventory.herokuapp.com/api/ionlogin', $scope.user)
.success(function(data){
console.log(data);
if(data == "pass"){
$ionicLoading.hide();
$ionicHistory.nextViewOptions({
historyRoot: true
});
$state.go("layout.home");
}
if(data == "fail"){
$ionicLoading.hide();
var alertPopup = $ionicPopup.alert({
title: 'Error',
template: 'Wrong Username or Password'
});
}
})
.error(function(err){
console.log(err);
});
}
$scope.dataToSend = {
roomNumber: "",
quantity: "",
itemModel: ""
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};
$ionicModal.fromTemplateUrl('templates/result.html', {
scope: $scope,
animation: 'slide-in-up'
}).then(function(modal) {
$scope.modal = modal;
});
$scope.scan = function(){
$cordovaBarcodeScanner
.scan()
.then(function(barcodeData) {
var count = 1;
$ionicLoading.show({
template: 'Sending to Database...'
});
console.log("Starting...");
$scope.dataToSend.quantity = count;
$scope.dataToSend.itemModel = barcodeData.text;
$http.post('http://fastinventory.herokuapp.com/api/ionpost', $scope.dataToSend)
.success(function(data){
console.log(data);
$scope.someData = data;
if(data){
$ionicLoading.hide();
$scope.modal.show();
}
})
.error(function(err){
$ionicLoading.hide();
console.log(err);
var alertPopup = $ionicPopup.alert({
title: 'Error',
template: 'Something Went Wrong'
});
});
}, function(error) {
alert("Messed Up");
});
}
$scope.logoutUser = function(){
$state.go("layout.login");
}
})
42
Finance Documentation
The IT Professionals have been contracted by Monroe College to develop an inventory
application to improve efficiency with information processing and easily generate inventory
counts reports. This project must be completed within a three month span. The total budget
allocated for this project is $48,000. The budget includes monies to cover the expenses the
employee salaries, website, and mobile application development, database development, network
implementation, risks (20%) and, IT Professionals profit set at 45% of the total cost. As shown in
Figure 21 the total hardware costs throughout the duration of the project is $4,951. There was
only a $12 software fee for yearly hosting. Employee salaries totaled $8,197.96, while an extra
$1,500 yearly maintenance service fee to the college was added. Refer to figure 21 for a more
detailed outline of each expense.
43
Project Budget
FUNDING Budget
Monroe College Funding
Department Budget $40,000.00
Company Reserves $8,000
Total Budget Figure $48,0000
Budget Total $48,000
EXPENSES Costs
Hardware
Wireless Router [1] $310.33
Modern [1] $589.00
Cabling [1000 ft] $100.00
Switch [1] $249.99
Server [1] $3,743.83
QR Printer [1] $390.00
1TB USB [1] $866.00
Subtotal $6,249.15
Software
Ionic[1] Free
FireBase [1] Free
Heroku ClearDB [1] Free
Host [1] Free
Domain(fastinventory.com) $12/year[1] $12
Subtotal $12
Employees
Website Developer $1,206.44
Project Manager $2,584.10
Finance Manager $1,720.16
Database Administrator/Senior
Programmer $3,060.51
Network Administrator $1,202.52
Subtotal $9,773.73
Total Budget
Hardware/Software Total $6,261.15
Employee’s Salaries Total $9,773.73
Maintenance $1,500.00
Training $1,000.00
Risks (20%) $3,706.98
Project Total $22,241.86
Project Total with Profit (45%) $32,250.70
Subtotal
Total EXPENSES
$32,250.70
NET (Budget Total - Expenses) $15,749.30 Fig. 21
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Figure 22 displays the pay rates for each employee. These rates were determined by
referencing the Bureau of Labor Statistics. It also displays the Employee Wages which shows
how much each employee is paid hourly. The total hours worked by each employee is calculated
by each employee rate which gives the gross pay of each employee. The gross pay represents the
total payment earned by each employee (Figure 24).
Fig. 22
45
Fig. 23
Fig. 24
46
ROI & NPV
As represented in figure 25 the cost of the project is $25,073.86 as represented in year
one. In years 2-5 the $1,500 represents the maintenance cost that will be charged on a yearly
basis. The benefits was calculated by subtracting the projected cost to do inventory with the new
system from how much it would cost two person to manually count the devices. Figure 26 shows
that in two and a half years the college will be starting to save money by using this system.
Fig. 25
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Fig. 26
$0.00
$10,000.00
$20,000.00
$30,000.00
$40,000.00
$50,000.00
$60,000.00
$70,000.00
$80,000.00
$90,000.00
1 2 3 4 5
RIO & NPV
Cummulative Cost Cummulative Benefits
48
Training and Service Level Agreement
Training
The objective of the Training Plan is to define the strategies, tasks, and methods that will
be used to meet the training requirements.
This document defines the Training Plan for Project Fast Inventory. Monroe College’s
employees who will be involved with the day to day use of the system will be trained on the use
of the new system. Training will occur over a one-week period with two sessions in the period
and will be supplemented with the user manual. Training will focus on:
Website usage
Mobile Application Usage
Navigation and Content
49
Service Level Agreement
This service level agreement (SLA) between the IT Professionals, Office of Information
Technology (OIT), and Monroe College establishes a commitment for support services. This
document describes the services provided, financial impact, processes for reporting issues and
making requests, and responsibilities of the department and IT Professionals.
Services and Support
Supported services include:
Mobile Application
Website Development
Databases
Training
Agreement Period
This agreement is in effect from 6/30/16 to 6/29/17. Agreements should be reviewed each year,
or when either Monroe College or IT Professionals deems it necessary.
Cost
The total cost of services for the current fiscal year 2016/2017 is $1,500. See Financial
Documentation for details.
Service Details
The IT Professionals supports the system components as listed above (see Services and Support).
We are responsible for maintenance and support of all Monroe College network connectivity and
switches, virtual servers, physical servers, and on-campus cable related to Project Fast Inventory.
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Monitoring and Support
During Business Hours
During normal business hours (8am-5pm, M-F), if the customer experiences an issue and has
taken steps to rule out root causes under their control, they should report the incident to IT
Professionals, indicating that appropriate measures have been taken to identify the issue. Issues
may be reported using the methods below.
For non-urgent issues (Response within 8 hours of reported issue):
Create a ticket in [email protected]. Visit https://professionals.service-
now.com. Under Can We Help You? Click Create a New Incident. Under Urgency, select
the appropriate level (Low, Medium, High). In the Details box, describe the issue.
Call the Service Desk at 555-012-7268; the Service Desk will create an incident in
Send email to [email protected]. The email will automatically create a ticket
containing the contents of the email. If you know which support group the ticket should
be assigned to, indicate this in the email.
For urgent issues (Response within 1 hour of reported issue):
Call the Service Desk at 555-012-7268. Advise the Service Desk to assign the ticket
Widespread Impact and High Urgency (automatically assigns the ticket a Priority of
Critical).
For urgent issues, customer should create an incident in [email protected] and
assign it a High Urgency and Widespread Impact (automatically assigns the ticket a
Priority of Critical).
After Hours
After hours is defined as 5pm-8am, Monday through Friday; all day Saturday and Sunday; and
all day on public holidays.
For non-urgent issues: Submit a [email protected] incident or send email to the
Service Desk as above.
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For urgent issues: Call the OIT Service Desk at 555-012-7268, select the option for reporting
a critical issue/service interruption, and leave a voice mail message. This creates a ticket with
a Priority of Critical. The Service Operations Center (SOC) will listen to the message and
assign it to the appropriate support group. There will be a response within one hour.
For urgent issues: Submit a Critical Priority incident or call the SOC at 555-012-7268.
Response Time
OIT responds to incidents according to the Priority assigned to the ticket. Priority is
automatically assigned as a result of the issues assigned Urgency and Impact:
Low or Moderate Priority: Assigned group responds within 8 hours (8a-5p, M-F)
High or Critical Priority: Assigned group responds within 1 hour (24x7)
Service Enhancements
Service enhancements are requests for planned changes in service or functionality, and are
managed as requests as opposed incidents/issues. Enhancements typically apply to software
applications, but may apply to interfaces between systems. The customer is welcome to submit
requests for enhancements, with the understanding that these may warrant a separate project and
funding proposal. Customer should request changes or enhancements to the current environment
by contacting the IT Professionals contact for this SLA.
Responsibilities
Both the customer and IT Professionals are involved in the successful resolution of issues. By
following standard issue-reporting processes and providing timely and comprehensive
information, the customer can help ensure that we have the information required to resolve the
issue in a timely fashion.
Customer Responsibilities
The customer agrees to:
Follow procedures for reporting issues and requesting support as described.
Provide a timely response to IT Professionals when issues are being
investigated/resolved.
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Engage IT Professionals contact when/if a change in this agreement is desired.
IT Professionals Responsibilities
IT Professionals agrees to:
Meet or exceed response times associated with the urgency/priority associated with
reported customer issues.
Maintain operational support for the services covered under this SLA. Communicate to
customer any expected change in support processes.
Coordinate scheduled and unscheduled maintenance (downtime) with the customer in
order to minimize interruptions to the business and services.
Attend and participate in meetings with the customer regarding services and support as
requested.
Coordinate to:
Maintain enterprise-level operating system and application software licenses.
Manage software updates (releases and patches) for enterprise OS and
applications and coordinate updates with the customer.
Escalate customer issues to appropriate second- and third-level support (beyond
the Service Desk) when necessary.
Perform preventive maintenance on system hardware.
Perform scheduled backups and coordinate data recovery when needed.
Monitor system utilization and performance; report and resolve issues.
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Signatures
By signing below, the customer and IT Professionals agree to the terms of this agreement. To
submit the signed agreement, scan and email it to the OIT contact below.
Customer IT Professionals
Jerry Smith, CIO
Information Technology
555-789-6325
Breianna Blair, Project Manager
Information Technology
555-012-7268
Signature Signature
Date Date
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Closing Contract
Approval of this Project Closeout indicates an understanding and formal agreement that
the project is ready to be closed. By signing this document, each individual agrees all
administrative, financial, and logistical aspects of the project should be concluded, executed, and
documented as described herein.
Approver Name Title Signature Date
Jerry Smith CIO
Lawerence McGrath Desktop Support Supervisor
Breianna Blair Project Manager
Section 1. General Information
Project Name
Project Fast Inventory
Project Start Date Project End Date
5/16/16 6/30/16
Project Sponsor(s)
Monroe College
Project Manager
Breianna Blair
Section 2. Final Deliverable/Deployment Checklist
Item Question Response
2.1 Do you agree that the product and/or service is ready to be deployed? Yes No
2.2 Do you agree the product and/or service has sufficiently met the stated
business goals and objectives?
Yes No
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Item Question Response
2.3 Do you fully understand and agree to accept all operational
requirements, operational risks, maintenance costs, and other limitations
and/or constraints imposed as a result of ongoing operations of the
product and/or service?
Yes No
2.4 Do you agree the project should be closed? If no, please explain: Yes No
Rate your level of satisfaction with regards to the project outcomes
listed below
2.5 Project Quality Yes No
2.6 Product and/or Service Performance Yes No
2.7 Scope Yes No
2.8 Cost (Budget) Yes No
2.9 Schedule Yes No
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Section 3. Project Documentation Checklist
Item Question Response
3.1 Have project documentation and other items been prepared, collected,
filed, and/or disposed?
Yes No
3.3 Were documents completed and results documented for future
reference?
Yes No
Section 4. Project Team
Name Role Type
Breianna Blair Project Manager Employee
Abdullah Hamid Network Engineer Employee
Jose Ortiz Mobile Application Developer &Database Administrator Employee
Mark Perez Website Developer Employee
Youseff Ballo Financial Analyst Employee
THE PARTIES, INTENDING TO BE LEGALLY BOUND, have executed this agreement on
the date first set in the contract/Service Level Agreement.
In honor of this agreement I hereby declare closure:
Signature: ________________________ Date: ______________________
(Monroe College, CIO)
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Summary
In summary, Monroe College can now be able to solve the problem of inventory tracking.
Employees will no longer have to go through a tedious process in order to gain information about
inventory. The IT Professionals have delivered a working system and all specified deliverables.
Lessons learned include following the project plan timeline in order to deliver the project
in a timely manner. Constant communication among employees in the IT Professionals is also
vital for completing a well-integrated project. Testing and revisions of the mobile application and
website should be done in an incremental stage in order find and fix bugs as soon as they become
know.
The college will continue to receive training and system maintenance from the IT
Professionals. The project has officially come to a close as all deliverables have been handed
over to Monroe College.
