Scenario You work for Teledyne Research as an enterprise architect. Teledyne is


Scenario
You work for Teledyne Research as an enterprise architect. Teledyne is a multinational research and development organization. Its mission is developing and delivering technology products for small to medium sized organizations. Teledyne has been asked to develop an RFP packet to a small but growing help desk services organization – HelpMe.
Until recently, HelpMe has been able to support its customers with the 15 individuals at the primary headquarters. However, a new opportunity has been granted to HelpMe. They are in need of expanding their technical support services to include a larger number of technicians, in multiple locations in order to provide technical support to a national hotel chain.
The most appropriate solution for HelpMe is to implement a ticketing system that will manage their Service Level Agreement (SLA), meet the current customer experience, and automate several tasks making it easier for their technicians to resolve issues on their first call.
Instructions
You have been assigned the task of developing the appropriate sections to be included within the RFP packet response by the CIO. Within this portion of the RFP response packet you will need to develop the following items:
A minimum of three paragraphs as an overview and explanation of ticketing systems.
A SWOT analysis of the recommended ticketing system including the following primary objectives:
Availability both internally and externally of the local network
Security to protect customer information
Reporting capabilities
Include a basic implementation schedule including:
Implementation items needed by the customer
Implementation of the test environment
Training and Beta Testing of the Test Environment
Implementation of the production environment
Routine Maintenance Schedule
A minimum of two paragraphs per ticketing system including the strengths and weaknesses of each ticketing system being vetted for this implementation. Then include a summary paragraph indicating the selected ticketing system and why.
Include a cost/benefit analysis – This can be created in Microsoft Excel, and then copied and pasted to the Microsoft Word document.
Include a depreciation schedule – This can be created in Microsoft Excel, and then copied and pasted to the Microsoft Word document.
Evaluate and justify three standard operating procedures that would be a requirement for this customers’ ticketing system.
Indicate why these SOPs are needed.
Write the three standard operating procedures that will be included within the base configuration developed by Teledyne research.
Evaluate and justify three SLAs that would be a requirement for this customers’ ticketing system.
Indicate why these SLAs are needed.
Using the sample ticket data, develop a sample SLA report to the customer:
Helpme-Tickets
Using the sample ticket data, determine the Net Promoter Score (NPR) for this month:
Helpme-Tickets
Describe three infrastructure monitoring tools.
Compare on contrast their most important values to this customer.
List any known ticketing systems these tools are currently compatible with.
Identify the best monitoring solution for this customer.
Describe the features within the environment that will be monitored.
Explain the risk associated with any unscheduled downtime to the ticketing system.
Create a recommendation of either a cloud-based solution or on premise solution for this implementation
For either solution, detail the process for and outage concerns for a minor upgrade or patch.
For either solution, detail the process for and outage concerns for a major upgrade or hardware upgrade.
Explain the risk mitigation from the implementation of a high availability environment versus a single server.
Identify the implications of moving from a single server environment to a high availability environment.


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