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IT Service Help Desk

This document outlines the requirements for developing an IT service help desk web application. The application will allow employees to submit tickets for IT issues, and the IT support team to manage and resolve those tickets. Key features include user login, a ticket submission and tracking system, status updates by email, reporting, and a focus on usability, performance, and security. The final deliverable will be the deployed application with documentation and source code.

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Sachin Chauhan
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867 views2 pages

IT Service Help Desk

This document outlines the requirements for developing an IT service help desk web application. The application will allow employees to submit tickets for IT issues, and the IT support team to manage and resolve those tickets. Key features include user login, a ticket submission and tracking system, status updates by email, reporting, and a focus on usability, performance, and security. The final deliverable will be the deployed application with documentation and source code.

Uploaded by

Sachin Chauhan
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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IT Service Help Desk

1. Name of the Project IT Service Help Desk Developing a web application which is directed to the employees in a company. Our goal is to serve as the simulation to them. This system will be owned by a Company, to serve for their people. This web application will incorporate all requirements needed for the interaction between Project team (who work on the resources allocated) and IT support team (i.e. Network administrators, who provide requirements needed for the project people) and get the project team members problems solved, like installations, access to other resources across the network, etc. This integrates other services like online and any place access of this application. It provides a complete concoction of solutions to all IT Service management problems like installations, network resource allocation so on and so forth. It will usher an environment which will not only provide unlimited services to the Project team but also help the Reporting Managers, IT Support team to function effectively and efficiently. (ALL the EMPLOYEES in a company separated as) 3. Users of the System A. Project team members B. IT Support Team I. The entire employees are provided with Unique Login ID, they can get into the Website. with which

2.

Objective/ Vision

ii. The website guide them to solve their problem through the tutorials (.pdf,.doc) provided. iii. If not the Project member can raise the Ticket (request with unique number) and check the status of the same, while the IT support team can raise the Request and also check and Update or Solve the Ticket raised by the Project Team. iv. They are provided with list of problems usually occurred which can be selected while raising the request. There is also a space provide to describe their problem. 4. Functional Requirements (Atleast Eight) v. Depending upon the request type the ticket is even directed to Reporting Manager for Approval status to be updated. vi. The raising, update and closure of the ticket is informed to the members who raised the ticket and the one who Updated/solved the same through the Email along with Time/Date vii. The ticket owner (who raises the request) is provided with Reopen option to again raise the same problem if ticket is closed without proper solution. viii. The Ticket if not solved as per the Service Level Agreement (SLA) the ticket is more prioritized automatically. ix. IT support team is provided with the flexibility of sharing the Tickets. x. Total tickets solved can be listed and viewed.

5.

Non-functional requirements (Atleast Four)

Secure access of confidential data (users details). SSL can be used. ii. 24 X 7 availability iii. Better component design to get better performance at peak time iv. Flexible service based architecture will be highly desirable for future extension a. Secured access over the internet.

i.

6.

Optional features

b.

Intimation of ticket status to the handset c. Administrator should have a java client end (i.e. java swing end) rather than web end. A. Professional look and feel B. Use of AJAX atleast with all registration forms C. Browser testing and support for IE, NN, Mozila, and Firefox. D. Use of Graphical tool like JASPER to show strategic data to admin E. Reports exportable in .XLS, .PDF or any other desirable format A. Number of Tickets rose. B. Number of Tickets solved. C. Number of Tickets updated. A. Website must be highly customizable, interactive and user friendly. B. Security should be kept a high priority issue. 4 UML, .NET, XML, AJAX, WCF, SOA Visual Studio .Net 2010(Version 4.0) Sqlserver2008 IIS Windows

7.

User interface priorities

8.

Reports

9. 10. 11.

Other important issues Team Size Technologies to be used

12.

Tools to be Used

13.

Final Deliverable must include

A. Online or offline help to above said users, Application deployment executive and developer B. Application archive ( .war/.ear ) with source code C. Database backup and DDL Script D. Complete Source code

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