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Data Processing and Analysis Guide

The document presents a POOC (Problems, Opportunities, Objectives, and Constraints) matrix for a project to improve the configuration, inventory, and service request systems for CTTS. It identifies key problems such as difficult to use information and inefficient service requests. The objectives are to electronically store information in a CMDB (configuration management database), inventory system integrated with the CMDB, and a ticketing system integrated with the CMDB and inventory. Constraints include the need for easy data entry, updating, and searching as well as secure remote access and auditing of changes.

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Nate Lindstrom
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1K views3 pages

Data Processing and Analysis Guide

The document presents a POOC (Problems, Opportunities, Objectives, and Constraints) matrix for a project to improve the configuration, inventory, and service request systems for CTTS. It identifies key problems such as difficult to use information and inefficient service requests. The objectives are to electronically store information in a CMDB (configuration management database), inventory system integrated with the CMDB, and a ticketing system integrated with the CMDB and inventory. Constraints include the need for easy data entry, updating, and searching as well as secure remote access and auditing of changes.

Uploaded by

Nate Lindstrom
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 DOCX, PDF, TXT or read online on Scribd

PROBLEMS, OPPORTUNITIES, OBJECTIVES AND CONSTRAINTS (POOC) MATRIX

Project: CTTS Created by: Nate Lindstrom Date Created: 10/10/2010 CAUSE AND EFFECT ANALYSIS Problem or Opportunity
1. Configuration information is difficult to use

Project Manager: Mathan Jebaraj Last Updated by: Nate Lindstrom Date Last Updated: 10/10/2010 SYSTEM IMPROVEMENT OBJECTIVES System Objective
Electronically store information in a CMDB

Causes and Effects


Present storage method is slow, inefficient, and error-prone Information cannot be accessed from remote sites Information cannot be readily updated in an auditable fashion

System Constraint
Information must be easy to enter, update, and search Information must be securely accessible from remote sites Information changes must be logged and an audit trail maintained

2.

Inventory information is difficult to use

Present storage method is slow, inefficient, and error-prone Information cannot be easily added to or updated in an auditable fashion

Electronically store information in an inventory system which integrates with the CMDB

Needs to be extensible to support barcode and RFID scanning, or other data entry methods Information must be easy to enter, update, associate with CMDB records, and search while maintaining and audit trail of changes

3.

Service requests are highly inefficient

Clients must go through an operator to open a service request Service requests do not have clear ownership No work history for service requests or clients is maintained

Electronically store information in a ticketing system which integrates with both the CMDB and inventory system

Create a secure client portal for logging service requests Tickets must always be assigned to an owner or queue, and queues must have default owners All actions must have a corresponding ticket, and all changes and updates must be logged to the ticket. Ticket history (comments) must be searchable by (a) ticket ID, (b) queue, (c) subject, and (d) client ID Ticket queues should be securely accessible by technicians in the field

Service requests cannot be readily viewed and updated from remote sites

Add/Update/Delete component

Nate Lindstrom Professor Jebaraj Systems Analysis and Design 10 October 2010

Narrative

For the first deliverable (POOC Matrix) I carefully reviewed the CTTS problem analysis milestone documentation, paying particular attention to the meeting transcription. I also went back and checked my work against chapters three and five of Systems Analysis and Design Methods. For the second deliverable (Context Diagram) I reviewed my POOC Matrix, and again reviewed the CTTS problem analysis milestone documentation. At this point in the process I must say I have deep reservations regarding Anna being the appropriate person to implement the solution. I fear she will most likely end up creating a nightmare of a spaghetti-code VB app running atop IIS and MSSQL, which will of course get hacked and destroyed faster than you can say Microsoft. And Peter is going to have to suck it up and realize that in todays reality everything must be web-accessible, including his client and inventory information.

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