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Coast Sands Est. SERVICE DESK

ASHL IT Company

Prepared For:

Coast Sands Est. For Cont. & Maintenance

IT Department

3/28/2015

Kingdom of Saudi Arabia

Al-Imam Muhammad bin Saud Islamic University

College of Computer and Information Sciences

Owners:

Asma Al-Saikhan

Hailah Al-Majhad

Lamia Al-Horaibi

Sara Al-Qahtani

Email:[email protected]

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ASHL Key of IdeasCoast Sands Est. SERVICE DESK

TABLE OF CONTENT

1. Proposal…………………………………………………………........................................................1

1.1Introduction…………………………………………………………………………...…………1

1.2. Project Scope……………………………………………………………………………..…………………………….2

2. Business Case……………………………………………………………………………………………….........4

2.1. Executive Summary...................................................................................................4

Coast Sands Est. (Client)...................................................................................4

ASHL Company (Solution Provider).................................................................4

2.2. Business Requirements.............................................................................................6

Key Business Objectives...................................................................................6

Current Business Process..................................................................................6

Proposed Solutions............................................................................................8

Financial Justification.......................................................................................9

2.3.ASHL Operations ..................................................................................................11

3. Technical Solution………………………………………………………………………………………........13

3.1. Overview……………………..........................................................................................13

Main Components............................................................................................14

High Level Conceptual Diagram.....................................................................15

System Process Flow …………………………………………………….….18

3.2. Software Solution……………………...........................................................................19

CSECM’ private virtual network (VPN)………………………...……….…..19

E-services manager system’s Forms…………………………………………19

3.3. Solution Illustration…………………………………..……………….……………..….……..20

Support the system…………………………………………………….….….21

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LIST OF FIGURESFigure 3.1: Work flow…………………………………………………………...…15

Figure 3.2: Conceptual Diagram ……………………………………………….….16

Figure 3.3: Context Diagram…………………………..…………………………..18

Figure 3.4: The Form for registering new case ……………………………………20

Figure 3.5: To Do list page ……………..…………………………………………21

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1. PROPOSAL1. IntroductionASHL Company is a start-up company in Saudi Arabia and it's provides excellent

services which are timely, cost-effective, flexible, and technologically advanced

especially for the start-up\medium businesses that need to develop or upgrade their

service desk. Among the factors of success of ASHL company is having several

outstanding references that had previously we deal with prominent and famous

organizations, from these organizations are: Harf company, Saudi Standards,

Metrology and Quality Organization, We gave them successful and distinct

consultancy that leading to fully customer satisfaction with us, where they applied all

consulting presented to them, All of this is due to our high-quality services

consultations.

Our ASHL Company has specialist consultants with considerable experience of

technical operations in public sector. We have several years of experience in

delivering Service Desk system solutions for clients of all types and sizes within

scope, budget and schedule. We provide IT consulting services across the lifecycle of

business transformation programs from requirement gathering to IT infrastructure

strategy, we offer a full range of consultancy services and support to help take the

hassles out of your IT projects. ASHL Company offers several services in service

desk field such as Incident management, Request Management, Problem

Management, Knowledge Management, Change management, Service Catalog,

Service-level agreements (SLAs) and key performance indicators (KPIs) and also it

provides a plenty of ITSM courses.

ASHL Company is pleased to submit a proposal for Coast Sands Est For Cont &

Maintenance Company to serve as an IT consultant. This proposal describes the IT

consultancy engagement as well as services, terms, and schedule for the engagement.

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1.2. Project Scope

Coast Sands Est. For Cont. & Maintenance Company, is a medium company based on

business to business contracts. This company has five branches; the head office is in

Riyadh 11, including many offices and contains many of the employees where the

company has more than 500 employees.

After we analyzed and studied the current situation of operation department in

CSECM, the problems that faced the operational department are as follows:

Currently, the system the operational department used doesn't have effective features

that support tracking incidents in different branches and offices that allow to CSECM

staff anywhere to see the steps of handled incidents and who are in charge and what

the solution was. In addition, without these features, the operational department

doesn't have the efficient method to produce accurate reports about Help Desk

performance in different branches and according to that the decisions making process

take more time.

As well, there is no knowledge-base that store all best solutions for all problems that

happen or direction of solution all this knowledge that kept in mind of staff.

Moreover, now operational department depending only on Help Desk in their

branches where receiving all incidents and requests locally. The clients complaining

from delay on response to their requests because the operational department doesn't

have service desk who they receive all requests of clients and staff from different

branches.

The project will take approximately up to one year, start from 14 March and ends at

the mid of December the next year. The project will be submits as documents to reach

to the final service, each documents are planned in a specific time to be complete. The

team will not start the work on the next document before taking the full approval on

the previous document from the client.

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The agreement between ASHL and CSECM will be finish after submitting the final

document on providing the service. So, the operational department came to our

company to order creative consultancy study by building a technical system in

effectively to manage and solve all their problems and increase the satisfaction of all

staffs at the CSECM Company and then raise the level of quality and efficiency in the

department.

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2. BUSINESS CASE2.1. Executive Summary

2.1.1 Coast Sands Est. (Client):

Coast Sands Est. For Cont. & Maintenance Company (CSECM), is a medium

company based on business to business contracts. This company has five branches;

the head office is in Riyadh. CSECM Company has many offices spread in various

companies contracting with them, this spread offices contains many employees where

the company has more than 500 employees.

With the expansion of company, the primary objectives of operation department are

utilizing information technology as a basic working tool in accomplishing the tasks of

the different branches to ensure accuracy and save time and effort by providing the

necessary information technology services to CSECM offices and clients through the

provision and maintenance of equipment and the different system.

2.1.2 ASHL Company (Solution Provider):

ASHL Company is an external start-up company in Saudi Arabia has experience in

delivering in IT Service Management (ITSM) solutions for clients of all types and

sizes within scope, budget and schedule. ASHL Company provides excellent services

which are timely, cost-effective, flexible, and technologically advanced especially

for the start-up\medium businesses that need to develop or upgrade their service

desk. ASHL offers several services in (ITSM) such as Incident management

especially in service desk field also Request Management, Problem Management,

Knowledge Management, Change management, Service Catalog, Service-level

agreements (SLAs) and key performance indicators (KPIs) and also it provides a

plenty of ITSM courses.

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2.1.3 Business Problem:After we analyzed and studied the current situation of operation department in

CSECM, the problems that faced the operation department are as follows:

Currently, the system that operational department using doesn't have effective features

to tracking incidents in different branches and offices that may allow to CSECM staff

anywhere to see the steps of how handled the incident and who are in charge and what

the solution was. In addition, without these features the operational department

doesn't have the efficient method to produce accurate reports about Help Desk

performance in different branches and according to that the decisions making process

took more time.

As well, there isn't knowledge-base that stores all best solution for all problems that

happen or direction of solutions all of this knowledge kept in staff minds. Because of

this Help Desk staff wastes too much time and effort to search and find solutions from

other staff this reflected on service time.

On the other hand, the operational department depending on the Help Desks to

receiving all incidents and requests calls. Because of this manner the clients

complaining about delay on response from the CSECM staff to their requests because

the operational department doesn't have service desk who they receive all requests of

clients and staff from different branches so, the time of response became longer as

well as the quality of service reduced.

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2.2. Business Requirements

2.2.1 Key Business Objectives:

The Service Desk system has the following high level business objectives:

1- Increase the satisfaction of clients at CSECM Company.

2- Increase accessibility to assistance through a single point of contact and

communication between clients and CSECM branches.

3- Better quality and quicker delivery of client’s requests.

4- Knowing the clients about the workflow of incident solution and that by sending

the ticket number to clients E-Mail.

5- Reduce the time for staff members during transfer the ticket to the optimal branch.

7- Service desk system plays a major role in management information systems and

helps CSECM formulate goals and business plans.

8- It helps CSECM Company to identify problem areas and find solutions.

9- Manage communication effectively across the different branches of CSECM

Company.

2.2.2 Current Business Process:

We gathered information about the current situation between the IT department and

operational and maintenance department by the observation and interviewing the

staff, so we conclude the following:

The operational department currently has primitive web form system of Help desk

that built by IT department to submit and solves maintenance and construction

requests in different locations but it complains from lack of effectiveness and features

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that help to track the requests ticket statues and make an accurate performance report

between the two departments.

Also, this web forms have many problems such as: duplicated, lost, and missing

fields, wrong entries and more to be reliable and good reference for help desk staff.

Now the operational department with expansion in company they faced difficulty to

managing requests from different location and send it to the right operational and

maintenance department in different branches also sharing forms with different

branches came out with many mistakes and this gave a bad reputation with the clients.

The working mechanism is as the following:

The Helpdesk received the call about the incidents.

The technician in Helpdesk opens a ticket about incident or request for a

client.

The technician fills a form and sends it to the operational and maintenance

department in charge.

The operational and maintenance department in charge try to contacts the

client to solve the problem.

If the problem is not solved or the request is not satisfy yet the client will

contact the help desk again and the helpdesk staff will try to contact with each

member of the in charge operational department case till they find the one

staff that got the case.

After incident done and perform the request, the technician who’s in charge

back to office and login into system to close the ticket.

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2.2.3 Proposed Solutions:

First Proposed Solution ( Build the Service Desk System Internally ) :

The operational department in this solution will build the service desk system

internally in IT department. They should answers on these questions before going to:

What is the complexity of service desk system? Does the IT section have the expert

resources to build and support the service desk system? Is there time to build and

support the system?

Because the IT department are developing a service desk system and it's considered as

complex solution for multiple users, they may need to expand the countless hours,

may be spent collecting and analysis requirements and configuring writing code. After

complete the coding and configuration, the developer must testing and validating the

system until it works according to expectations. Furthermore, they're responsible to

training the operational staff and others, to ensure they have the knowledge that needs

to effectively work with the new system.

Second Proposed Solution ( Outsourcing ) :

The second solution that could be suitable to the company is to implement service

desk system outsourcing the IT department. The IT department should answers on

these questions before going to: What are we really looking to accomplish? What are

the skills required for a great job? Are those skills readily available in house?

The outsourcing is purchasing a service desk system from outside vendor who

provides a base of expertise for solving service management issues. The IT can take

advantage of the lessons learned from other organization within their industry that

faced similar challenges and have had successful experiences with outsourcing.

Outsourcing will allow to IT to focus on their critical activities. Furthermore, some

qualities of outsourcing system are superior to that which able to develop internally.

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When IT chooses outsourcing ITSM system it considers as cost-effective (especially

continuing costs), quick and easy solution. Furthermore, the cost savings are not

always guaranteed.

Also the other benefit from outsourcing, there is an abundance of technically trained

developers willing to work for the lower rate. To successful outsourced projects it

requires many of the same elements as building your own team (Communication,

Organizational, knowledge, Processes).

2.2.4 Financial Justification:

2.2.4.1 Cost of Service Desk Solution:

The probable costs for the two solutions are shown below:

The cost for first solution (build the service desk internally):

Expense Description Cost

Requirements analysis Collecting requirements for

the new service

SAR 10,000

Coding and configuration Building the new service SAR 90,000

Testing and validating Applying user accepting test

and system test for the new

system to meet the

requirements

SAR 20,000

Upgrade and synchronize

the new service

Upgrade the existing system

with the new one

SAR 75,000

Staff training Train the user on the new

system

SAR 15,000

Maintenance and support

the new service

technical support to the system SAR 10,000

Total Cost SAR 250,000

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The cost for second alternative solution (Outsourcing):

Expense Description Cost

Contract with vendor - Purchase suitable

service

- Customize and

Configuration

SAR 100,000

Staff training - Train the user on the

new system

SAR 15,000

Continues Support SAR 50,000

Total Cost SAR 165,000

2.2.4.2 Financial Benefits:

The CSECM Company can get many benefits when applying one of the solutions

1- They will have a full control to the system and they can easily tracking the

previous cases.

2- Create a central data base for all incidents with reference number, date and

description this will lead to leverage the knowledge and provide historical data

to solve any problem.

3- Ability to identify root causes to eliminate future incidents

4- Track performance against service level agreements SLA to ensure that

commitments are met.

5- Provide periodically report and in-depth root cause analyses to the managers.

6- Reduce communication inefficiencies between the users.

7- Improve employee productivity and decrease processing average time.

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2.3.ASHL Operations

Products and Services Delivery Procedures and Capabilities:

The activities performed by ASHL Company’s to deliver the Service Desk

service to any company are listed in sequence:

1- Feasibility study of the case.

2- Meeting with the customer and the team consultants.

3- Study the customer’s environment (Infrastructure).

4- Sign the contract with the customer.

5- Conduct the project plan and take the approval from the customer.

6- Conduct the SLA between the two parties (ASHL and customer).

7- Provide the consultant study.

Activity Time of Activity

Feasibility study of the case 1 Week

Meeting with the customer and the team specialists 1Day

Study the customer’s environment (Infrastructure) 1 Week

Sign the contract with the customer 1 Day

Conduct the project plan and take the approval from the customer2 Weeks – 1

Month

Conduct the SLA between the two parties (ASHL and customer) 3 Days

Provide the consultant study2 Weeks – 1

Month

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3. Technical Solution 3.1 Overview:

As we said before, ASHL IT Company offer a lot of services in ITSM such as

Incident management, Service desk, Request Management, Problem

Management, Knowledge Management, Change management, Service Catalog,

Service-level agreements (SLAs) and key performance indicators (KPIs) and also

it provides a plenty of ITSM courses. CSECM Company wants to implement

service desk systems to enhance and raise the level of quality and efficiency in IT

department. ASHL Company proposes two solutions which are build the service

desk system by several programmers from their company or purchasing a service

desk system from outside vendor. ASHL recommended to purchase and deploy

the E-Service Manager (ESM) suite that quite simply, and most cost effective

ways to build the service management capabilities based on CSECM needs. E-

Service Manager (ESM) is at the core of ITIL-based solutions, and combines with

a powerful suite of operations. ESM enables IT and operation departments to

improve service levels, balance resources, control costs, and mitigate risk

exposure to the company. E-Service Management is part of Service & Portfolio

Management solutions, enabling IT to deliver services faster, meeting business

and user expectations.

E-Service Manager Enterprise Suite is a comprehensive, fully integrated ITSM

solution that leverages more than 25 years of service management focus and

experience. It provides a powerful platform to standardize, automate, and enforce

your key IT processes and demonstrate value to the business. ESM considering as

best practice based approach to ITSM aimed at accelerating innovation as well as

delivering predictable and reliable service quality to run IT like a business.

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3.1.1 Main Components:

To enable IT and operation staffs to log in to service desk system, it should to install

the application on their desktop or via enter the link of the E-Service manager system.

E-Service Manager system suite includes:

- Interaction Management (Service Desk): It gives an IT department and their

clients a single communication hub and enables IT department to work as a single

organization governed by a consistent set of processes.

- Incident Management (Help Desk): Enables operation staff to collaborate and

quickly identify and resolve service outages. Also, it provides a central center for

all issues. The aim of service desk and incident management is to restore normal

service operation in the event of an issue as quickly as possible with minimum

disruption to the service. The process ensures that all incidents are recognized,

escalated and resolved in a consistent manner, assigning clear ownership and

responsibility for performing resolution actions. The process will also monitor and

track outstanding actions and maintain communication updates with senior IT

management until service is restored.

- Request Management: It’s a process for receiving a client enquiry and

managing all the service requests through from the clients. The aim of this process

is to provide a consistent method for recording and tracking Customer requests

until they are closed.

Figure 3.1:Work flow

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3.1.2 High Level Conceptual Diagram:

The E-Service manager system will be accessible only to IT and operation CSECM’s

staffs via CSECM “private virtual network” (VPN) and no access will be provided to

unauthorized staff.

Figure 3.2:Conceptual Diagram

E-Service Manager SystemStaff authentication

Service Desk

Incident Management

Request Management

Ticket number sent via E-Mail

Assign Ticket

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3.1.3 System Process Flow: Identification and Logging:In identification and logging process should monitored all components so that failures or potential failures are detected early so that the Incident Management process can be started quickly. On the other hand should be resolved incidents before they have an impact on clients. All incidents must fully logged, date and time stamped also must logged the information relating to the nature of the incident so that a full historical record is maintained.

Incident Categorization:The initial logging must be to allocate suitable incident categorization so that the exact type of the request is recorded .The operational service desk should categorize the incident at three levels and record the category in the service management tool: Parent Category e.g.(Storage Management). Category e.g.(SAN switch ). Sub Category e.g.(New switch configuration request).

Incident Prioritization:Allocate an appropriate prioritization this will determine how the incident is handled by support staff. Prioritization can normally be determined by taking into account both the urgency of the incident (how quickly needs a resolution) and the level of impact it is causing.

Initial Support and Diagnosis:In this step the Service Desk should always be to fix the incident at first contact without reference to other levels of support. The Service Desk must carry out initial diagnosis to try to discover the full symptoms of the incident and to determine what has gone wrong and how to correct it by search the available information in Knowledge base to identify possible solution and attempts for the resolution of the incident.

Investigation and Diagnosis:Handling incident, by investigate and diagnose what has gone wrong including details of any actions taken to try to resolve. So should be fully documented in the incident record and knowledge base.

Resolution:When the resolution has been identified, it should be applied and tested. Furthermore service desk may implementing the resolution either centrally or and remotely using software to diagnose and implement a resolution.

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Incident Closure:In the final step the client will get a notification with the option to Re-open or confirm the closure. If client confirms Incident closure, then the Incident will close. Also the system will send the client satisfaction survey to the client after the incident is closed.

Figure 3.3:System Context

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3.2 Software Solution:

3.2.2 CSECM’ private virtual network (VPN)

The E-Service manager system will be accessible only to IT and operation as a

link via CSECM’s private virtual network (VPN) to limit the access with

unauthorized staff, deploy the system via a VPN is more cost-efficient for the

company to eliminate the need of integrated infrastructure or in house coding.

It’s only need 3 to 4 session learning for the staff to know how to deal with the

new system.

3.2.3 E-services manager system’s Forms

The system will provide 3 forms of (serves desk – incident management-

request management). Each service contains the following fields:

1- ticket number

2- city

3- customer’ company name

4- customer’s company domain

5- overseer name

6- overseer number

7- classification (construction\maintenance)

8- priority (High , Medium , Low)

9- assigned branch

10- statues of the ticket

3.2.4 E-services manager system’s task completion tracking

The system provides the ability to keep track with ticket’s statues, to whom

it’s assigned to? Is it closed? Is it under process? Is it canceled? Is it pending?

Every single ticket should be assigned to one employee in the operational

department of specific branch, so he would be the responsible of the ticket

(incident\ request).

The system shows the statues of the ticket as a work flow, starts from help

desk user to the operational department employee to the overseer employee

back to operational employs so he can close it as succeed or cancel or pending.

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3.3 Solution Illustration:The operation staffs only have the access to the proposed system. The screen shots for

the system are shown below.

Figure3.4 :The Form for registering new case .

Support the System:

To implement the new system successfully, there are some new additional changes

should be taken in consideration:

Assign new position called Service Desk Manger who will be responsible for :

Viewing and managing staff workloads .

Providing report to the management.

Arranging staff training and improving their skills .

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Integrate the new system with Email so the employees can receive the status for

the incidents automatically when close the tickets through email.

Train the employees on the new process by the vendor

Ensure the technical support and maintenance are available to the purchased

package from the vendor .

Add TO_DO list feature to view the pending cases with the ability to highlight the

high prioritized cases .

Figure3.5 : To Do list page

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