IS600: Information Systems Capstone

Eric Hartmann

Background

• Cires Technology founded in March of 2003 by Eric

Hartmann.

• Reseller’s License

• Website : www.cirestech.com

• Email Addresses

• Certified Technicians

2

Specialties

• Computers and Networking

– Hardware

• Desktops

• Laptops

• Servers

• Printers

• Components

– Networking

• Routers

• Switches

• Wiring/Wireless

– Software

– Maintenance

3

Organizational Chart

Founder/CEO

Chief

Operating

Officer

Human

Resources

(1)

Marketing

(1)

Cheif

Technology

Officer

Information

Technology

(10)

Cheif Financial

Officer

Sales Revenue

Billing

(1)

4

Information Technology

CTO

Information

Technology

Manager

Dispatch

Technicians

PC/MAC/

Hardware/

Software

Linux Servers Database NetworkingWeb

Development

Remote

Services

5

Problems

• Recording work orders

• Recording work preformed

• Poor Communication

• Outdated Web Site

• Delays in Solving

Customers ProblemsTechnician’s Availability

Distance

=

6

Customer Records

Before After

7

Communication

Before

Office Technicians

Customers

After

Office

TechniciansCustomers

8

Website

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Objective

• Reduce Customer Problems & Response Delays

• Provide Unlimited Mobility

– Smart Phones with internet and Email for all Employees

– Laptops

• Deploy Ticket System

– Track Work Preformed

– Better Record Keeping

– Quicker

– More Profits

10

Requirements

• Help Desk Ticket System

– Integrating customer and employee database, ticketing system and

advanced billing and accounting

• Accessible 24 x 7

• Accessible on Network and Remotely

• Mobility

– Provided Mobile Phones with internet and email capabilty

– Provide Laptops to Field Technicians

11

Constraints

• Business

– Competition

– Cost of Goods Sold

– Too Few Customers

• Technology

– Continuously Changing

• Economic

– Travel Costs

– Limited Access to Capital

12

Alternatives

Option 1 Option 2 Option 3

Type Do Nothing Commerical off the Shelf Self Made

Advantages Saves time because

nothing to do and Saves

Money

Third Party Support

Faster to Setup

Cheaper

Disadvantages No Changes in Business More Expensive

Learn the Software

No Support

More Time required

Requirements Nothing Purchase Software and Hardware

Configure System to their needs

Less Time

A lot of Time

13

Option Chosen

• Option # 2: Commercial Off the Shelf • Less time consuming

• More Support

• Features

– Setup a Helpdesk Ticket System

• Purchase Software and Hardware required

• Configure of Software

• Train Employees

– Better Communication

• All Employees get mobile phones with internet and email

• Provide Field Workers Laptops

14

Schedule

Phases Start Date End Date

Examine Problems May 1st 2010 May 15th 2010

Determine Solutions May 15th 2010 May 31st 2010

Search Solution

Options and Expenses

June 1st 2010 June 15th 2010

Find Funding June 16th 2010 June 30th 2010

Order Equipment July 1st 2010 July 15th 2010

Setup ,Configure, and

Test System

July 16th 2010 August 31st 2010

Input Customer Data September 1st 2010 September 30th 2010

Train Employees October 1st 2010 October 15th 2010

Project May 1st 2010 - November 1st 2010

15

Design

• Waterfall Method

– Each Phase follows the next

• Plan

– Purchase hardware and software

– Configure System

– Test System

– Train

– Update Website

– Mobile Phones – w/internet and email

– Laptops

16

Hardware Requirements

• Operating System

– 64 bit Windows 2003 or higher

– Latest Updates

– Software Protection

• Memory(RAM)

– Minimum eight gigabytes

• Hard Drive

– Two 300 gigabyte SCSI Hard Drives

• Network

– Dual Gigabit Network Cards

• Mobile Phones with internet and email

17

Software Requirements

• Database Application

• Customizable

• Accessiblity

– Application Based

– Web Based/Mobile Application

18

Database Configuration

• Create Containers

– Customers and Employees

– Types of Problems

– Department Groups

• Access

– Application Based

– Web/Mobile Based

• Email Settings

– Incoming

– Outgoing

19

Testing

• Three Types of Testing

– Stand Alone

• Ticket System is tested on server itself no network connected

– Network

• Test on the Local Area Network accessed by client application

• Enable receiving email for tickets and send emails to inform

– Web

• Configure Web settings

• Create Web Link

20

Budget

Parts Price

Software $1,500.00

Server $2,500.00

Laptops $5,000.00

Mobile Phones $1,500.00

Labor $14,000.00

Total $25,000.00

21

Benefit

• Easier/Faster Tracking

• More Information

• Better Communication

• Mobility

• More Business

22

Risk

• Business Fails due to less business

• Tape Backups

– Server Dies

– Hard Drive Fails

– Files Corrupted

23

Reliability

• Vendor Regularly Tests Software

– Provide Free Updates

– Technical Support services over the phone or in person as part of

the maintenance contract.

– New Server for Software

• Updated

• Compatible

• Maintained

24

Security

IT Security

• Data Security

– Data Backed Up

• System Security

– Passwords

– Authentication

• Accessibility

Physical Security

• Fire Extinguishers

• Detection Systems

– Hardware Failures

• Sensors

– System Temperature

– Room Temperature

– Moisture

– Water

25

Results

• Faster Response

– More Tickets Completed

• Information Easier to Find

• Less Paper

– Saves Trees

– Less Messy

• More Profits

26

Anticipated Results to Company

• Enhanced software will allow more service calls per day.

– Average 5 technicians can handle one extra site visit in a day at

average ticket of $100

• $100.00 x 5 technicians = $500.00/day

• Company profit share of each ticket x 30%

• Net additional profit to company $150.00/day

x 5 days

$750.00/week

x52 weeks

Additional profit to company per year= $39,000.00

The End

Any Questions?

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