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Project Charter

V 2.0

Ticketing System

for

Peachtree Hospital

02 October 2016

Project Team

Timothy Armstrong

Dexter Bryant

Rahson Daniel

Kemisha Askew

Ydannie Boncenor

Table of Contents The Problem 4 Purposed Solution 4 Benefit Analysis 5 Project Charter 6 Project Vision 6 Scope 6 Objectives 6 Assumptions 7 Constraints 7 Problem Statement 7 Project Organization and Staffing Approach 7 Project Documentation and 7 Major Risks 8 Project Core Team: 9 Subject Matter Experts (SME) 9 Project Value Statement 10 Use Case Scenarios 15 ENTITY AND USE CASE DIAGRAMS 24 Logical Entity Relational Diagram 25 Physical Entity Relational Diagram 27 UML Use Case Diagram 28 UML SEQUENCE DIAGRAM FOR FOUR USE CASES 29 SYSTEM ALTERNATIVE ASSESSMENT 30 Technical Requirements and Assumptions 32 General Overview 32 Database And Web Solutions 33 Connectivity 33 Technology Outline 33 Hosted Configuration 33 Specific Requirements 34 Security 34 Analysis of Needs VS. Capabilities For Contractors 35 Project Risk Analysis And Mitigation Plan 35 Project Risk Analysis 35 Project Mitigation Plan 37 Project Cost, Staffing, Resources, Dependencies And Schedule 38 Staffing Plan 38 Role Requirements 39 Project Cost 40 Resource Rates 41 Schedule 42 Milestones 42 Tasks And Dependencies 43

Executive Summary

Peachtree Hospital Tracking System

The Problem

Currently, the IT staff at Peachtree Hospital has longer than desired turnaround times for completing help desk related tasks. These tasks include software/hardware upgrades and other trouble ticket issues that are reported by staff internal to the hospital.

Managers have no efficient way to keep track of historical IT related issues and which of their employees worked to resolve the issues. The IT staff members workloads have a tendency to be unbalanced and may result in some employees being idle, while others are overloaded with work.

As Peachtree Hospital continues to grow, the number of workstations and other hardware devices increase. This includes network hardware required to properly connect all of the employees. This increase ultimately leads to a larger demand for assistance from the hospital staff.

The longer it takes to handle help desk tickets, the less productive hospital employees are. Without historical information being tracked, redundant problems must be handled as if they are brand new because there’s no information or documentation regarding what was done to remedy certain situations.

Purposed Solution

It is recommended that a help desk ticketing system be developed to properly report, assign, track, and document each trouble ticket that the IT department is responsible for handling. This system would be user friendly so entering trouble report information can be easily done by any employee of the hospital.

This system would also be used as a tracking tool for management and employees of the IT department. It would also serve as a tool to prioritize tickets according to when they get reported, and the severity of them.

The purposed solution involves an internal team of the IT staff to develop the new system. They will collaborate with the existing hospital employees and various managers to design a system that adheres to all functions of the hospital and its departments.

Benefit Analysis

Implementing a tracking system as a solution will cut down on man hours in several ways. Email is the main source of communication between employees and IT technicians. Emails can be unintentionally deleted or ignored. A tracking system will allow staff to communicate in a more organized and documented fashion.

Prioritizing will be improved thus decreasing downtime and improving quality assurance throughout the hospital. Managers will also be able to track which employees have the heaviest workload, and those that have the lightest. Historical information will be retained allowing quicker solutions for future identified issues.

The overall benefit will save money by decreasing the time it takes for trouble tickets to be resolved and give employees an easy way to report their IT related problems. This solution is necessary to keep up with the growth of Peachtree Hospital as they increase their ability to innovate and remain a competitor in the local healthcare industry.

Project Charter

Project Name	Ticketing System	Project Number	10890
Project Manager	Professor William Crumm	Prioritization	High
Owner(s)	Peachtree Hospital	Start Date:	Jan. 2, 2017
Scheduled Completion Date:	Jan. 1, 2018

Project Vision

The IT help desk information system will track help desk tickets and support the members that work the tickets. The system will cut down the time it takes to complete tickets by getting the ticket to the right member of the help desk team and by giving the help desk manager a tool to follow up on all tickets in the system.

Scope

· Help Desk Ticketing System that will track, prioritize and allow managers to monitor the progress of each ticket.

· User Manual

· Technical Design Doc

· User Training

· Post Implementation Support

Objectives

This proposed system will ensure that tickets are prioritized and closed out in a timely manner depending on the severity of the problem. This system will also allow managers to keep historical records of previous tickets and the employees who worked on the tickets.

This system will save the organization money by allowing customers to resume normal business activities at a faster rate.

Assumptions

Our product will improve overall productivity and reduce help desk ticket time by 30%. Our ticketing system will be able to be implemented across multiple departments which will save the hospital money.

Constraints

· Budget money being allocated for project team, new servers and/or software

· Time allocated to developing new application

· Team will need to be formed to develop application which could take away from other projects

· Phase 1 (build the ticketing system to track, monitor and prioritize help desk tickets)

· 1 year project timeline

· Resource availability (resources may have to work part time on other projects)

Problem Statement

Currently, when employees call the help desk, they have no way of knowing how quick the response will be. Also, there is a lack of organization and prioritization for support needs. The IT managers also have outdated methods for tracking historical help desk tickets and which member of the IT staff resolved certain tickets.

Project Organization and Staffing Approach

· We will build the team from internal resources

· The team will consist of 1 project manager, 1 business analyst, 4 developers and 1 data analyst

Project Documentation and Communication and Strategy

· The BA resource will develop use cases based off requirements

· The Dev team will conduct unit tests to verify all requirements and needs have been satisfied

· The QA team will run through multiple rounds of testing (QA test cases) and after all user stories are completed and have passed testing, they will run a final round of regression testing

· We will use TFS to track the progression of user stories and bugs

· We will use the backlog to log enhancements and any possible bugs deferred

Major Risks

· New servers for the system

· Scope Creep

· Dev team getting pulled away on different projects

· Undefined requirements

· Exceeding budget

· Cost of software

· Experience with software

KEY STAKEHOLDERS

Name

Project Core Team:

Dexter Bryant, Timothy Armstrong, Kemisha Askew, Ydannie Boncenor, Rahson Daniel

Subject Matter Experts (SME) (Include company & channel designations if applicable)

Project Team BA resource

APPROVALS

Type Name

Signature

Date

Project Manager Approval:

Owner/Sponsor Approval:

Project Value Statement

The ticketing system project that we are proposing for Peachtree hospital will do the following for the hospital. The ticketing system will cut down on the amount of time that the technician spends on any problems within the hospital. The time it takes for a technician to be assigned to problem will be shorten because to the ticketing system. The up time for equipment that has a malfunction will be better, because with the ticketing system it is a centralized system that everyone access to. The ticketing system will help prioritize the workflow for the technicians to address the problem. This means that some jobs may take precedence over non important problems. The ticketing system will also keep track of important information about which departments are having the most problems, so you can allocate more staff or other resources for them.

Overall, we believe that the ticketing system will be able to make a big difference in the hospital by being able address any technical problems that they have in a timely matter. The ticketing system will give the technician a better insight on the problems that they are addressing before and while they are servicing the problem. The turnaround times for problems within the hospital will changes and things will be fixed within a shorter time frame. The ticketing system will also be a great benefit for the technicians to cross reference any issues they are presented with in the future; which would also act as a reference for them that would also cut down on the time it take to fix a problem

Project Strategy Statement

The project strategy for the ticketing system is to build a robust system that will be a centralized database. The system will give the end users the ability to submit a technical issue ticket electronically. The project will help streamline the workflow and improve efficiency for the IT staff responding to issues in a timely manner. The system will able give the end user the ability to track the status of their ticket at all times. This system will improve the overall performance of the hospital.

Project Methodology

Development Methodology:

Waterfall vs. Agile

Waterfall takes a more linear approach to development:

· Gather and document requirements

· Design

· Code and Unit test

· Perform system testing

· Perform user acceptance testing (UAT)

· Fix any bugs/issues

· Deliver the deliverables

Agile takes a more iterative approach to development:

· Gather and document requirements

· Design (prototype or high fidelity Wireframes)

· Sprint Planning

· Code and Unit test

· Demo small functionality (dev team and clients)

· Fix bugs discovered in demo (add enhancements to TFS for possible back log for later sprints)

· Push code to QA for testing

· Fix bugs and push back to QA

· Perform user acceptance testing (UAT)

· Fix any bugs/issues

· Sprint Retrospective

· Repeat steps 1 - 11 until all functionality is complete

· Deliver the deliverables

The Waterfall process is a good approach if you have all the requirements upfront and nothing is going to change throughout the development process. Our team decided to use the Agile methodology because it gives us the flexibility to react to our client needs. Using the Agile approach, we can start development and give small demos every few weeks to give our client an opportunity to see how the system will look and it will also give the customer a little relief to be able to something being created. During this time they can give us feedback which can help guarantee they get a product they want to use.

Context-Level Data Flow Diagram

Business Requirements and Rules

Use case list

Use Case ID	Primary Actor	Use Cases
1	Employee	Submit a ticket
2	Employee	Receives confirmation
3	Employee	View tickets
4	Employee	Confirm completion
5	IT Technician	Confirm ticket
6	IT Technician	Respond to ticket
7	IT Technician	Confirm work done
8	IT Technician	View tickets
9	Manager	Receives a management report
10	Manager	Submit ticket

Use Case Scenarios

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Create Helpdesk Ticket
Use-Case ID	1
Priority	High
Source	Requirements Analysis
Primary Business Actor	Hospital Staff
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – Interested in when the ticket was submitted and the type of ticket ·
Description	This use-case describes the process of creating a helpdesk ticket.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when hospital staff has an issue with hospital equipment.
Typical Course of Events	Actor Action	System Response
	Step 1: User logs into to helpdesk system Step 2: User chooses to create new helpdesk ticket	Step 3: System opens create helpdesk ticket screen
	Step 4: The user is asked to fill out the following fields: · First Name · Last Name · Phone Number · Email Address · Equipment Issue · Error Code if Present · Location of Equipment Step 5: Once the form is complete the user will click the save button.	Step 6: The system will validate that all fields were filled out with the correct information. Step 7: The system will verify that the ticket was created and saved. Step 8: The system will save the ticket information in the database. Step 9: The system will display that the ticket was created successfully and redirect the user to their user page.
Alternate Courses:	Alt-Step 2: System shows currently open user tickets and allows user to update current ticket. Alt-Step 4: The system validation fails and promotes the user to either fill in missing information or correct information that was filled in incorrectly.
Conclusion:	This use-case concludes with the system saving the user information and redirecting them to their user page.
Post-Condition:	The new ticket is saved in the database.
Business Rules	The users email address must be unique to the database, and all fields must be filled out.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Submit Helpdesk Ticket
Use-Case ID	2
Priority	High
Source	Requirements Analysis
Primary Business Actor	Hospital Staff
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – Interested when the ticket was submitted and the type of ticket ·
Description	This use-case describes the process of submitting a helpdesk ticket.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when hospital staff has an issue with hospital equipment.
Typical Course of Events	Actor Action	System Response
	Step 1: User looks over helpdesk system Step 2: User submits helpdesk ticket	Step 3: System confirms helpdesk ticket submitted

Alternate Courses:
Conclusion:	This use-case concludes with the system confirming the ticket was submitted and redirecting them to their user page.
Post-Condition:	The ticket is saved and the state is updated in the database and an email is sent to the IT Technician staff inbox.
Business Rules	The system must send an email to the IT Technician staff inbox.
Assumptions	All Hospital staff is in the system
Open Issues	N/A
Implementation Constraints and Specifications	N/A
Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Confirm Helpdesk Ticket
Use-Case ID	3
Priority	High
Source	Requirements Analysis
Primary Business Actor	IT Technician Staff
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – They can monitor tickets and follow-up with the IT Technician staff
Description	This use-case describes the process of confirming a helpdesk ticket.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when hospital staff has submitted helpdesk ticket.
Typical Course of Events	Actor Action	System Response
	Step 2: IT Technician Staff logs into system Step 3: User looks at most recent unassigned ticket Step 5: User sends the hospital staff that created the ticket an email to let them know they have started working on the ticket.	Step 1: System sends IT Technician Staff an email Step 4: System displays a list of helpdesk tickets in a grid

Alternate Courses:
Conclusion:	This use-case concludes with the IT Technician staff confirming the ticket and redirecting them to the helpdesk ticket main page.
Post-Condition:	The ticket is saved and the state is updated in the database and the IT Technician staff is in the process of resolving the ticket.
Business Rules	The IT Technician staff sends the user an email and start working on the ticket.
Assumptions	All Hospital staff is in the system
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	View and Review Helpdesk Ticket
Use-Case ID	4
Priority	High
Source	Requirements Analysis
Primary Business Actor	Hospital Staff
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – Interested in the number of tickets and closing time · IT Technician Staff – They just want to confirm the User information on the ticket ·
Description	This use-case describes the process of viewing/reviewing the helpdesk ticket they submitted.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when IT Technician staff sends the user an email.
Typical Course of Events	Actor Action	System Response
	Step 2: User logs into to helpdesk system Step 3: User chooses to view/review helpdesk ticket and confirm User information	Step 1: System sends originator an email Step 5: The system will validate that all fields were filled out with the correct information.
	Step 4: Once the form is complete the user will click the save button.	Step 6: The system will send the IT Technician staff an email confirming the originator reviewed the ticket.
Alternate Courses:	N/A
Conclusion:	This use-case concludes with the system sending the assigned IT Technician an email stating the originator reviewed the ticket and the system redirecting them to their user page.
Post-Condition:	The ticket and state is updated and saved in the database.
Business Rules	The originator must confirm and the system sends the assigned IT Technician an email.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Respond to Helpdesk Ticket
Use-Case ID	5
Priority	High
Source	Requirements Analysis
Primary Business Actor	IT Technician
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – Interested in response time · Hospital Staff – They want the issue resolved as soon as possible ·
Description	This use-case describes the process of IT Technician working on the ticket.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when Hospital staff confirms the data in the ticket.
Typical Course of Events	Actor Action	System Response
	Step 2: IT Technician logs into to helpdesk system Step 3: IT Technician confirms the data in the ticket and starts working on the ticket	Step 1: System sends assigned IT Technician an email that the user confirm the data in the ticket

Alternate Courses:	N/A
Conclusion:	This use-case concludes with assigned IT Technician working on the ticket.
Post-Condition:	The ticket and state is updated and saved in the database.
Business Rules	The IT Technician starts working on the ticket after the data in the ticket is confirmed.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	User Checks the Fix
Use-Case ID	6
Priority	High
Source	Requirements Analysis
Primary Business Actor	Hospital Staff
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – Interested in response time · IT Technician – They want to confirm the issue is resolved ·
Description	This use-case describes the process of Hospital Staff confirming the issue is resolved.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when IT Technician sends the hospital staff an email.
Typical Course of Events	Actor Action	System Response
	Step 2: Hospital Staff logs into the helpdesk system Step 3: Hospital Staff goes to their user profile page and opens their helpdesk ticket and reads the IT Technician instructions. Step 4: Hospital Staff confirms the issue is resolved. Step 5: Hospital Staff sends IT Technician an email confirming the fix	Step 1: System sends the hospital staff an email that the issue is resolved and that they need to confirm. Step 6: System sends assigned IT Technician an email confirming the issue has been resolved

Alternate Courses:	Alt – Step 4: Hospital Staff sends email to IT Technician that the issue was not resolved
Conclusion:	This use-case concludes the issue was resolved.
Post-Condition:	The ticket and state is updated and saved in the database.
Business Rules	The IT Technician starts working on the ticket after the data in the ticket is confirmed.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	IT Technician Closes Ticket
Use-Case ID	7
Priority	High
Source	Requirements Analysis
Primary Business Actor	IT Technician
Other Participating Actors	· N/A
Other Interested Stakeholders	· Management – Interested in how long it took to close ticket
Description	This use-case describes the process of IT Technician closing the helpdesk ticket.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when Hospital Staff sends the IT Technician an email confirming the resolved ticket.
Typical Course of Events	Actor Action	System Response
	Step 2: IT Technician logs into the helpdesk system Step 3: IT Technician goes to the helpdesk ticket and confirms the issue was resolved. Step 4: IT Technician closes the ticket.	Step 1: System sends the IT Technician an email that the issue is resolved. Step 6: System changes status to close and archives the ticket.

Alternate Courses:	Alt – Step 4: Hospital Staff sends email to IT Technician that the issue was not resolved
Conclusion:	This use-case concludes the issue was resolved and IT Technician closes the ticket.
Post-Condition:	The ticket and state is updated and saved in the database.
Business Rules	The IT Technician closes ticket.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Management Prioritize Ticket
Use-Case ID	8
Priority	High
Source	Requirements Analysis
Primary Business Actor	Management
Other Participating Actors	· N/A
Other Interested Stakeholders	· N/A
Description	This use-case describes the process of Management prioritizing ticket.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when Hospital Staff emails management about a high priority ticket or a ticket that hasn’t moved in a well.
Typical Course of Events	Actor Action	System Response
	Step 1: Hospital Staff logs into the system. Step 2: Hospital Staff emails management about a high priority ticket or a stagnant ticket.	Step 3: System sends the Management an email that a ticket needs to be escalated.

Alternate Courses:	N/A
Conclusion:	This use-case concludes an escalation email was sent to management.
Post-Condition:	The ticket and state is updated and saved in the database.
Business Rules	Hospital sends email if it is priority ticket or the ticket is stagnant.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Audit Tickets
Use-Case ID	9
Priority	High
Source	Requirements Analysis
Primary Business Actor	Management
Other Participating Actors	· N/A
Other Interested Stakeholders	· IT Technician – They want to know the estimated time it takes to close tickets.
Description	This use-case describes the audit process.
Precondition	Must be a part of the hospital staff.
Trigger	This use case is initiated when Management logs in the system to audit tickets.
Typical Course of Events	Actor Action	System Response
	Step 1: Management logs into the system. Step 4: Management open tickets and verify that tickets are closed and issues resolved in a timely fashion.	Step 2: System verifies management credentials. Step 3: System displays ticket grid.

Alternate Courses:	N/A
Conclusion:	N/A
Post-Condition:	N/A
Business Rules	Management only can login and audit tickets.
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

Author: Rahson Daniel	Date: 9/23/2016 Version: 1	Use-Case Type Business Requirements:
Use-Case Name	Historical Tickets
Use-Case ID	10
Priority	High
Source	Requirements Analysis
Primary Business Actor	Management
Other Participating Actors	· N/A
Other Interested Stakeholders	· IT Technician – Look over closed tickets guarantee all tickets are closed and to for junior IT Technician to closed tickets.
Description	This use-case describes the process of viewing historical tickets.
Precondition	Must be a part of the hospital staff.
Trigger	N/A
Typical Course of Events	Actor Action	System Response
	Step 1: Management/IT Technician logs into the system. Step 4: Management views the grid and get a quick view of the tickets status, date submitted and notes attached. Step 5: Management prints the ticket data	Step 2: System verifies Management/IT Technician credentials. Step 3: System displays ticket grid. Step 6: System prints the helpdesk ticket data.

Alternate Courses:	Alt – Step 5: Management presses the excel button and the system opens a copy of the data in an excel file.
Conclusion:	This use-case concludes a Management/IT Technician viewing historical data.
Post-Condition:	N/A
Business Rules	N/A
Assumptions	N/A
Open Issues	N/A
Implementation Constraints and Specifications	N/A

ENTITY AND USE CASE DIAGRAMS

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Logical Entity Relational Diagram

Physical Entity Relational Diagram

UML Use Case Diagram

UML SEQUENCE DIAGRAM FOR FOUR USE CASES

SYSTEM ALTERNATIVE ASSESSMENT

Peachtree Hospital is in need of setting up a ticketing system, so the staff can submit trouble tickets for the technical issues that they are experiencing. Their method now is that the staff either calls or emails them about their problems. We are looking at different resources to see what platform would work best the hospital. While we are looking at the different resource to help solve this problem we will be looking at certain criteria's. We need to make sure that the system is reliable, user friendly, secure, and accessible at all times. The three candidates are listed below.

· Candidate 1- focuses on improving operational quality and productivity by building a in-house ticketing system that will be maintained by the internal staff. This product will be built and maintained by the internal staff. No outside resources will be used for this platform.

· Candidate 2- This is a COTS method that would be used to create the ticketing system. This method would be outsourced for the software with training provide by the company resources. The input methods would be the same, but the reliability may differ due to having to use a outside company. The cost would also be different because of purchasing software, licenses, and support.

· Candidate 3- Hybrid is combining part in-house development and parts of the COTS. This method would be great, because you are using your internal staff while working with purchased software. By using the software you would either have to have a support agreement with the vendor or pay for training for the staff, so they can support any software issues that they may encounter. This method still gives the internal staff control of supporting the product.

Feasibility Criteria	Wt.	Candidate 1	Candidate 2	Candidate 3
Operational Feasibility Functionality. To what degree the candidate would benefit the organization and how well the system would work Political. How well received this solution would be from user management, user, and organization perspective	30%	Being developed from an in house perspective gives the candidate an excellent advantage because the development team already has understandings of basic operational business rules. Management and users will have the ability to provide feedback during the design phase in a closer setting allowing greater chances of users being satisfied with the application. Score: 10	COTS may not meet all of the needs because of its abstract high level feel. This could lead to management and users not accepting the application as much. Score: 5	A hybrid approach may benefit the organization, but starting from COTS may still have flaws depending on the direct requirements. Management may be pleased with outcome, but adding organizational pieces to a base model can be challenging to accept. Score: 7
Technical Feasibility Technology. Assessment of maturity, availability (or ability to acquire), and desirability of the computer technology needed to support this candidate Expertise. Assessment of technical expertise needed to develop, operate, and maintain the candidate system	30%	The ability to support this application is strong because the development team will know the system, and what it takes to maintain/support it. The expertise needed to develop this application in house is already a skill set common within the development team. Score: 10	Support would come from the provider of the COTS. This is limited to upgrades and not application related design changes as they are desired. The level of expertise needed is directly related to training. This will be a challenge because the IT staff will have to learn about the system before they train employees. Score: 9	Staff will need additional time to develop from a base COTS because of the need to understand how the COTS works. The level of expertise may be further out than what the organization currently has because of a software package not developed 100% in house Score: 7
Economic Feasibility Cost to develop: Payback period (discounted): Net present value: Detailed calculations:	30%	The develop team has tools in place already. The only cost necessary to develop in house is man hours. The estimated time to develop would be 8 weeks. The application would completely pay for itself within 1 year. Score: 8	Cost of COTS packages can range from a few hundred to a few thousand dollars. Pricing could be acceptable compared to in house salaries. May have a quicker payback period than in house development Score: 9	Hybrid approach may cost more than complete COTS. Even though the package would be cheaper, salaries would also be taken into consideration because of time to adapt to developing on top of the COTS. Score: 7
Ranking:	100%	28	23	21

Technical Requirements and Assumptions

General Overview

Peachtree Hospital will implement its Helpdesk Ticketing system in-house. The cost of implementing the application in-house is significantly less than outsourcing the implementation of the system. The decision to handle the implementation of the system in this manner provides the fastest installation time and cuts maintenance and initial development costs. It will also give us the flexibility to build the system to fit our needs and have in-house subject matter experts.

To ensure that the integrity of the, the system will back-up the database once every hour. The system will be handle authorization; all users must use their User Id and Password to access the system. This will ensure that if something happened to the production database for any reason, there would be a backup of the data. Our system will also perform private cloud based data backups, as well as having a third backup option in the unlikely event that there is catastrophic event at the hospital.

Peachtree Hospital will be in charge of maintaining all in-house hardware, which will include servers, routers, switches, workstations, printers, and hard drives. Upon the implementation of the system and hardware, the helpdesk team at Peachtree Hospital will be trained to support customer needs regarding software and operation of the implemented software.

Maintenance on the system will be maintained by the IT Technician Team as needed, which will be in instances of system downtime, hardware malfunction, connectivity issues, and system crashes. The Helpdesk Ticketing System will be created by the development team at Peachtree Hospital and any maintenance of this system will be done by the development team that built the software. We anticipate having very few issues because of the strenuous testing that took place during the development of the system along with the customer demos we did every three weeks.

Database And Web Solutions

Peachtree Hospital will be responsible for maintaining the system and the database storage will be on existing servers which will make the implementation and maintenance cost minimal.

Connectivity

The solution for connectivity is housed on the hospital web server, which stores the information from the ticketing system. The hospital workstations connect directly to the hospital servers to access helpdesk ticket and user data.

Technology Outline

Hosted Configuration

The following diagram outlines the connections of the hosted webserver and database.

Specific Requirements

The Peach Hospital Help Desk Ticketing system shall sit on a windows server 2013 platform with the hardware minimum requirements of server disk space of 2 terabytes of storage and 16 gigabytes of memory as well as processing capacity of at least a 64 bit machine with either intel i7/i5 or xeon processors. The server should also support RAID configuration and have superb cooling, In order to run the application, we shall require either Microsoft IIS as a server system or Apache server based on XAMPP, either of these being the up-to date versions. We shall also require a database server being Microsoft server 2008/2010 in order to store our data. Alternatively the system can also use MySQL server. The backup server on the other hand shall run on community version of Red Hat Linux Distribution and open source backup software such as Cobian backup. Our system shall be use these technologies including PHP, Java, PDF, HTML/CSS, XML, AJAX, JavaScript and MSSQL/MySQL. The client side shall run on internet browsers such as Mozilla Firefox or google chrome running on either windows or Mac workstations. The use of a firewall technology shall also be employed to enhance data security.

Security

To enhance information security and integrity of data, the following physical and logical measures will be implemented;

· Access control

· Use of Antivirus software

· Use of a firewall

· Username and password authentication

· Regular backups

· Data encryption(SSL)

Analysis of Needs VS. Capabilities For Contractors

Peachtree hospital will not use any contractors since it has decided to use its internal staff. The hospital has implemented a number of information system projects and believes that our internal team together will be able to handle the project. The following needs will need to be met by Peachtree hospital for the project to be successful.

Project Need Provided by Peachtree Hospital

Project Manager X

Business Analyst X

Development Team X

Data Analyst X

Testing Environment X

Training X

Project Risk Analysis And Mitigation Plan

Project Risk Analysis

Peachtree hospital IT staff is taking all of the necessary steps to carefully consider particular threats that may potentially cause the loss of confidentiality, data integrity and accessibility to users. This is a major improvement for the staff at Peachtree hospital, so all area of concerns will be looked at before completing this project. Below are a few key threats that must be recognized and mitigated within the Peachtree hospital ticketing system.

Risk Name	Risk Analysis	Impact/Consequence	Likeliness	Risk Score
Malware	Lack of antivirus software	Major	Moderate	Extreme
Data breach	Unauthorized hacker or attacker accesses a secure database or repository resulting in data loss	Moderate	Unlikely	Moderate
Telecommunication Failure	Network goes down with no access to the system	Major	Rare	High
Natural Hazards	In the event that the weather or anything of this nature causes issues with accessing the server	Moderate	Likely	High
Fire	Lack of fire extinguishers	Major	Unlikely	High
Employee	Lack of training or inputting the wrong data	Insignificant	Unlikely	Low
Man-Made Hazards	Lax access control mechanisms	Major	Rare	High
Users	Not having the proper access level for the system	Major	Unlikely	High
Power outage	Threat to electric service reliability	Major	Likely	Extreme
Spyware	Threat that can be downloaded or inputted on the system from an external drive	Major	Unlikely	High

Project Mitigation Plan

Project Mitigation Plan is very important to the overall ticketing system project for Peachtree hospital. The main objective is to make sure that the ticketing system is well equipped with software that will protect the loss or comprise of data. The system should have a backup server running at all times, so in the event something happen it will not affect the hospital staff with accessing the ticketing system. Peachtree IT staff will develop a business continuity plan with recovery options that will proactively help to reduce any downtime or interruption to the ticketing system. The information shown below is a guide to some of the risk that make be involved with the risk to the ticketing system.

Risk Name	Project Mitigation Plan
Malware	Installed antivirus software will help with intrusion detection signature, antivirus signature, and vulnerability alerts to lower risk of any potential security attacks. This will help also help the IT staff proactively react to any abnormal behaviors to avoid compromise of customer’s personal information
Data breach	Reduce chances of data breach risk by setting up customize identity protection and restoration system by setting up a cloud computing system to take the threat way to avoid any possible risk away from the Peachtree hospital ticketing system. This will allow for firewall protection and encryption of the staff’s trouble ticket that may have PHI within the ticket.
Telecommunication Failure	Implement a backup server that will be on a different network that the primary server. This will help the employees continuing submitting tickets with no down time.
Natural Hazards	All servers will have remote access for the technician to access in the case of a natural disaster happen. This will help with the staff that still onsite during this time. This will also help the technicians work remotely to support the staff.
Fire	Implement a defense system to protect Peachtree servers from fire by installing a fire alarm system which will include smoke detectors, fire extinguishers, indoor sprinkler system, and automatic alert to emergency assistance. They will be an accessible location for emergency throughout the server area and hospital.
Employee	Implement a training program and manual for the staff to use as a reference. This training will also help with prevent of staff inputting wrong data or not addressing the main issue that they are having. A quarterly training session will be setup to help with the staff issues that may be having .This will also help the IT department with their documentation for all trouble tickets are submitted and are arcuate.
Man-Made Hazards	All servers will be under lock and key at all times with camera setup inside and out of the server room. Only the staff that’s on the access will be permitted in this area. By doing this it will prevent anyone from breaking into the server room to access the server or try to destroy it.
Users	Users will be given certain credentials to access the server room and server. This will prevent staff from accessing certain things on the server that should be done by an admin.If everyone has the same access level they could go in add, delete, or may any changes with proper approval
Power outage	Establish and maintain a secure backup plan with UPS in place so all servers are plugged into the unit. The UPS will be tested on a monthly basis to make sure that it will perform with the length of time in case of a power outage.
Spyware	IT staff will install enhanced security with an anti-spyware system by enforcing a policy to prohibit employees from downloading from websites that could install virus into the system.

Project Cost, Staffing, Resources, Dependencies And Schedule

Staffing Plan

The goal of this staffing plan is to ensure that the implementation of this project is properly undertaken and well-staffed. The project implementation requires adequate and skilled staffing to be able to complete the system successfully and on time.

Role Requirements

Here is a comprehensive breakdown of the role assignment for the project and it includes the specific role or designation together with their corresponding responsibility as well as the required skills, time required and the staff count per role. The specificity ensures that the project is implemented optimally.

Role	Responsibility	Skills	Staff required	Estimated Start Date	Duration Required FY05-06
Project Manager	Provide leadership and report progress	Project Management	1	11/2016	5 months
Business Analyst	Create business requirements and ensure they are met	Analysis and design	1	11/2016	3 months
Developer – Systems Specialist	Develop core programming constructs that make up the ticketing system	Software development	1	11/2016	4 months
Developer – Network Specialist	Ensure network availability and performance for the system to work	Data communication and networks	1	11/2016	4 months
Developer –Database Specialist	Develop the database and tables for the system and ensure its optimum performance	Relational database management and administration	1	11/2016	4 months
QA Tester	Evaluate and validate the system requirements and performance	Software development and testing	2	11/2016	3 months
Project Owner	Initiate, finance and control project			11/2016

Project Cost

The project cost or budget breaks down the monetary requirements for the project to be completed. This essentially covers all the costs from staff remuneration to equipment, infrastructure and other miscellaneous costs.

Project Phase	Resource	Estimated Hours	Estimated Cost	Phase Totals
Initiation
	PM	40	$ 1600
	BA	24	$ 936
	PO	1	-
Initiation Phase Total: $ 2536
Planning
	PM	51	$ 2040
	BA	57	$ 2223
	PO	6	-
Planning Phase Total: $ 4263
Execution and Control
Monitoring
	PM		$ 4142
			$ 4142
Design
	BA	57	$ 2223
	D1	120	$ 4200
	D2	4	$ 140
	D3	64	$ 2240
			$ 8803
Procurement
	PM	26	$ 1040
	D2	4	$140
	PO	2	-
			$ 1180
Development
	D1	281	$ 9835
	D2	25	$ 875
	D3	168	$ 5880
			$ 16590
Training
	BA	41	$ 1599
			$ 1599
Testing
	Q1	113	$ 1356
	Q2	113	$ 1356
	D1	80	$ 2800
	D2	48	$ 1680
			$ 7192
Installation and Deployment
	D1	4	$140
	D2	24	$840
	D3	3	$105
			$ 1085
Execution and Control Phase Total: $ 40591
Closeout
	PM	35	$ 1400
	BA	1	$ 39
	PO	1	-
	D1	1	$ 35
	D2	1	$ 35
	D3	1	$ 35
	Q1	1	$ 12
	Q2	1	$ 12
Closeout Phase Total: $ 1568
Project Total: $ 48958

Resource Rates

Resource	Code	Type	Unit	Rate	Overtime Rate
Project Manager	PM	Employee	Hourly	$ 40	N/A
Business Analyst	BA	Employee	Hourly	$ 39	$ 58.5
Developer – Systems Specialist	D1	Employee	Hourly	$ 35	$ 52.5
Developer – Network Specialist	D2	Employee	Hourly	$ 35	$ 52.5
Developer –Database Specialist	D3	Employee	Hourly	$35	$ 52.5
QA Tester	Q1	Employee	Hourly	$12	N/A
Project Owner	PO	Employee	N/A	N/A	N/A

Schedule

Phase	Duration (Days)	Start	Finish
Project Initiation Phase	5.5	11/1/2016	11/8/2016
Project Planning Phase	10.5	11/9/2016	11/23/2016
Project Execution and Control Phase	130	11/23/2016	5/1/2017
Monitoring	150	11/1/2016	5/1/2017
Design	90	11/1/2016	2/1/2017
Procurement	4	11/1/2016	11/18/2016
Develop	120	12/12/2016	4/11/2017
Testing	90	1/1/2017	4/18/2017
Training	5	4/2/2017	4/26/2017
Installation and Deployment	3.5	4/24/2017	5/1/2017
Project Closeout Phase	6.5	5/2/2017	5/9/2017

Milestones

Milestone Name	Date Planned
Project Charter Approved	11/8/2016
User Requirements Evaluated	11/21/2016
Project Plan Approved	11/23/2016
Procurement Needs Are Approved	11/18/2016
System Design Documents Are Created	2/1/2017
System is Developed	4/11/2017
QA Testing Complete	4/10/2017
Dev Testing & Defect Fixing Complete	4/10/2017
UAT Testing Complete	4/24/2017
User Training & Documentation Complete	4/24/2017
Go Live	5/1/2017
Formal Acceptance Gained	5/2/2017
Project Complete	5/10/2017

Tasks And Dependencies

Task Number	Task Name	Duration	Start	Finish	Dependent Tasks
1	Ticket System Project	255 days	Tues 11/1/16	Mon 04/3/17
2	Project Initiation Phase	5 days	Tues 11/1/17	Sat 1/5/17
3	Gather Project Recommendations	2 days	Mon 11/7/16	Wed 11/9/16
4	Create Project Charter	1 day	Thu 11/10/16	Fri 11/11/16	3
5	Examine Project Charter	1 day	Sat 11/12/16	Mon 11/14/16	4
6	Approval of Project Charter	1 day	Tues 11/15/16	Wed 11/16/16	5
7	Project Planning Phase	6 days	Thru 11/17/16	Wed 11/23/16	6
8	Develop Scope Statement	1 day	Thru 11/24/16	Fri 11/25/16
9	Decide on Project Team	1 day	Sat 11/26/16	Sat 11/26/16	7,8
10	User Requirements	4 days	Mon 11/28/17	Thru 12/1/16	8
11	Collect Detailed User Requirements	3 days	Fri 12/2/16	Mon 12/5/17	10
12	Create Use Case and Actor Dictionary	2 days	Tue 12/6/16	Thu 12/8/16	11
13	Validate User Requirements	1 days	Fri 12/9/16	Sat 12/10/16	11,12
14	Document Requirements	6 days	Mon 12/12/16	Sat 12/17/16
15	Make Communication Plan	2 days	Mon 12/19/17	Wed 12/21/16	14
16	Make Risk Register	2 days	Thu 12/22/16	Sat 12/24/16
17	Make Quality Control Plan	1 day	Tues 12/27/16	Wed 12/28/16
18	Define Project Execution Team	1 day	Thu 12/29/17	Fri 12/30/16	9
19	Make Project Schedule	2 day	Sat 12/31/16	Tue 1/3/17	17,18
20	Project Documents Review	1 day	Wed 1/4/17	Thu 1/5/17	19
21	Project Plan Approved	1 day	Fri 1/6/17	Sat 1/7/17	20
22	Design System	14 days	Mon 1/9/17	Mon 1/23/17
23	Create Data & Entity Models	3 days	Tue 1/24/17	Thru 1/26/17	22
24	Create Process Model	2 days	Fri 1/27/17	Mon 1/30/17	23
25	Create Data Flow Diagrams	2 days	Tue 1/31/17	Wed 2/1/17	24
26	Design Website	3 days	Thru 2/2/17	Sat 2/4/17	22,23,24
27	Design Database	2 days	Mon 2/6/17	Wed 2/8/17	23,24,25
28	Develop System	19 days	Thru 2/9/17	Tue 2/28/17
29	Develop Website	3 days	Wed 3/1/17	Fri 3/3/17	26
30	Develop Database	8 days	Sat 3/4/17	Sat 3/11/17	27
31	System is Developed	0 days	Sat 3/11/17	Sat 3/11/17	28,29,30
32	Code Testing Phase	10 days	Mon 3/13/17	Thu 3/23/17
33	Write Test Plan	2 days	Fri 3/24/17	Mon 3/27/17	32
34	Write Test Cases	1 days	Tue 3/28/17	Wed 3/29/17	33
35	QA Testing	5 days	Thru 3/30/17	Tues 4/4/17
36	Test Website	2 days	Wed 4/5/17	Fri 4/7/17	35
37	Test Ticketing System	2 days	Sat 4/8/17	Mon 4/10/17	35,36
38	Document Defects	1 days	Tue 4/11/17	Wed 4/12/17	36,37
39	Confirm Defect Fixes	2 days	Thru 4/13/17	Sat 4/15/17	38
40	QA Testing Complete	1 days	Mon 4/17/17	Tues 4/18/17	39
41	UAT Testing	5 days	Wed 4/19/17	Mon 4/24/17
42	UAT Test Website	2 days	Tues 4/25/17	Thru 4/27/17	41
43	UAT Ticketing System	2 days	Fri 4/28/17	Sat 4/29/17	42
44	UAT Testing Complete	0 days	Sat 4/29/17	Sat 4/29/17	41,42,43
45	Deploy Software	1 day	Mon 5/1/17	Mon 5/1/17	44
46	Training & User Documentation	4 days	Tue 5/2/17	Sat 5/6/17
47	Create User Manual	1 days	Mon 5/8/17	Tue 5/9/17	46
48	Conduct User Training	1 days	Wed 5/10/17	Thu 5/11/17	47
49	User Training & Documentation Complete	1 days	Fri 5/12/17	Sat 5/13/17	48
50	Project Management	4 days	Mon 5/15/17	Fri 5/19/17
51	Monitor Quality	4 days	Sat 5/20/17	Wed 5/24/17
52	Monitor Risk	4 days	Thru 5/25/17	Mon 5/29/17
53	Project Status Meeting 1	1 days	Tue 5/30/17	Tue 5/30/17
54	Project Status Meeting 2	1 days	Wed 5/31/17	Wed 5/31/17
55	Project Status Meeting 3	1 days	Thu 6/1/17	Thu 6/1/17
56	Take System Live	1 days	Fri 6/2/17	Fri 6/2/17	45
57	Project Closeout	5 days	Sat 6/3/17	Thru 6/8/17
58	Audit Project Documents	1 days	Fri 6/9/17	Fri 6/9/17	56
59	Document Lessons Learned	1 day	Sat 6/10/17	Sat 6/10/17	55
60	Finalize Project Documents	1 day	Mon 6/12/17	Mon 6/12/17	59
61	Archive Project Documents	1 day	Tue 6/13/17	Tue 6/13/17	60
62	Project Completed	0 days	Wed 6/14/17	Wed 6/14/17	61

PRIVATE/PROPRIETARY

Page 2

Ticketing system

IT Staff (Helpdesk)

Assign ticket

Hospital staff

Ticket response

Submit ticket

Confirm

Management

Query Ticket log

Log response

Ticket log

Employees

PKEmployee_ID

First_Name

Surname

FK1Department_ID

Location

Position

Department

PKDept_ID

Name

Department_ID

IT_Technician

PKEmployee_ID

First_Name

Surname

Delegation

Ticket

PKTicket_ID

PK,FK1User

Problem_title

Description

User

Solved

FK2Assigned_to

Management

PKID

First_Name

Surname

Dept

Position

FK1Dept_ID

u:R

d:R

u:R

d:R

u:R

d:R

u:R

d:R

Employees PK Employee_ID First_Name Surname FK1 Department_ID Location Position Department PK Dept_ID Name Department_ID IT_Technician PK Employee_ID First_Name Surname Delegation Ticket PK Ticket_ID PK,FK1 User Problem_title Description User Solved FK2 Assigned_to Management PK ID First_Name Surname Dept Position FK1 Dept_ID u:R d:R u:R d:R u:R d:R u:R d:R

Employees

PKEmployee_ID

First_Name

Last_Name

Position

FK1Department_ID

Name

Location

Department

PKDept_ID

Name

Department_ID

Location

IT_Technician

PKEmployee_ID

First_Name

Last_Name

Delegation

Ticket

PKTicket_ID

Problem_title

Description

User

Solved

FK1User

FK2Assigned_to

Management

PKID

First_Name

Last_Name

Dept

Position

FK1Dept_ID

Employees PK Employee_ID First_Name Last_Name Position FK1 Department_ID Name Location Department PK Dept_ID Name Department_ID Location IT_Technician PK Employee_ID First_Name Last_Name Delegation Ticket PK Ticket_ID Problem_title Description User Solved FK1 User FK2 Assigned_to Management PK ID First_Name Last_Name Dept Position FK1 Dept_ID

Employee

-EmployeeID : int

-FirstName : string

-LastName : string

-Position : string

-DeptID : int

-DeptName : string

-DeptLocation : string

ITtechnician

-employeeID

-firstName

-lastName

-delegation

Ticket

-ticketID

-ticketTitle

-ticketDesc

-ticketStatus

-ticketTech

-employeeID

Managment

-employeeID

-firstName

-lastName

-department

-position

-departmentID

Department

-DepartmentID

-deptName

-DeptID

-location

-End1

-End2*

-End3*

-End4*

-End5

-End6

-End7

-End8

-End9

-End10

-End11*

-End12*

-EmployeeID : int -FirstName : string -LastName : string -Position : string -DeptID : int -DeptName : string -DeptLocation : string Employee Static Structure -employeeID -firstName -lastName -delegation ITtechnician -ticketID -ticketTitle -ticketDesc -ticketStatus -ticketTech -employeeID Ticket -employeeID -firstName -lastName -department -position -departmentID Managment -DepartmentID -deptName -DeptID -location Department -End1 * -End2 * -End3 * -End4 * -End5 * -End6 * -End7 * -End8 * -End9 * -End10 * -End11 * -End12 *

Hospital staffTicketManagerTechnician

createTicket()

notifyManager()

ticketassignTechnician()

technicianAssigned

ticketUpdated

notificationOfTech

notifyUser

notifyManager

feedbackRequested

ticketClosed

Hospital staff

Ticket

Manager

Technician

createTicket()

notifyManager()

ticket

assignTechnician()

technicianAssigned

ticketUpdated

notificationOfTech

notifyUser

notifyManager

feedbackRequested

ticketClosed

Ticketing system

IT Staff

(Helpdesk)

Assign ticket

Hospital staff

Ticket response

Submit ticket

Confirm

Management

Query Ticket log

Log response

Ticket log

i need help on a project. I need someone with Microsoft projects experience. Please how whats done here.

Project Charter

Ticketing System for Peachtree Hospital 02 October 2016 Project Team Timothy Armstrong Dexter Bryant Rahson Daniel Kemisha Askew Ydannie Boncenor

KEY STAKEHOLDERS

Type Name

Signature

Date

Ticketing System

for

Peachtree Hospital

02 October 2016

Project Team

Timothy Armstrong

Dexter Bryant

Rahson Daniel

Kemisha Askew

Ydannie Boncenor