It Services Ticketing System

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Title: IT Services Ticketing System
1.1 Total Number of Pages:30
1.2 Text Number of Pages : 14,988

Apprentice: BALDOMIR, MARK LESTER E.
Type of document: Project Presentation Study

Accrediting Institution:
University of the Cordilleras, Governor Pack Road,
Baguio City, 2600

Funding Institution:
GOSHEN LAND CAPITAL INC.
#35-A MONTINOLA SUBDIVISION, KISAD ROAD, BAGUIO CITY

Table of Contents
Page
Title Page . . . . . . . . . . . . . . . . . . . . . . . 1
Table of Contents . . . . . . . . . . . . . . . . . . . . 2
PROJECT OVERVIEW3
Background of the Study3
Company Profile6
Vision7
Mission7
Importance of the Study7
Statement of the Problem8
Definition of Terms8
Chapter 29
DESIGN AND METHODOLOGY9
Systems Methodology9
Agile Unified Process (AUP)9
Scope and Delimitation11
Data Gathering Techniques12
Sources of Data12
ERD (Entity Relationship Model)12
Gantt chart13
Chapter 314
THE EXISTING SYSTEM14
Chapter 415
THE PROPOSED SYSTEM15
IT Services Ticketing System15
Features of IT Services Ticketing System15
Chapter 528
SUMMARY AND CONCLUSION28
Summary28
Conclusion28
APPENDIX30
Bibliography30

Chapter 1
PROJECT OVERVIEW
Background of the Study
Technical support is an essential need for every company. Any business owners are finding out that even though they might have the smarts when it comes to computers and software, they don't have the time to keep up with the changes and they definitely don't have the time to fix all the problems that can arise (Green, 2006). With a strong technical support team, the issues of hardware or software problems, creating specialized software or a custom database, or even where a company grows to the point that they need someone to manage and implement information technology, can be easily solved. If you know the reasons why you need a technical support team, it will be much easier to find the exact team for the job. There are companies whom, even though they offer a wide range of services, specialize in certain areas. In this case, you may be able to find a particular company that best suits your most necessary needs (Green, 2006). As an IT technical support staff you’ll be monitoring and maintaining the computer systems and networks within an organization in a technical support role. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, you’ll be the first person employees will come to (Jobs, 2010). Tasks can include installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face. Most importantly, as businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them, your technical support is vital to the ongoing operational efficiency of the company. As technical support, you may also be known as a technician or maintenance engineer. You could work for software or equipment suppliers providing after-sales support or companies that specialize in providing IT maintenance and support. Alternatively you may work in house, supporting the rest of the business with their ongoing IT requirements. Goshen Land Capital Inc. with more than 100 employees, having only one technical support cannot handle the entire request for repairing computer problems, other IT related concerns, network fault, and special request at one time only. Computer problems largely affect the productivity of the company and the technical support task is to monitor and provide solutions for the problems that’s why the developer introduces an IT Services Ticketing System to keep and track logs, keeping records of request, analyzing what are the most commons problems encountered by the company, for organize querying of request and for the replacement of manually created reports. If your...
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