SADM 7/ed CTTS CASE STUDY - Milestone 1: Scope Definition Solution

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MILESTONE 1 SCOPE DEFINITION SOLUTION

Request for System Services The students should have identified several problems and may have presented them in list format. Some may provide general descriptions of problems while others may go to the extra effort of giving concrete examples. The sample RSS provided here represents a general description. Some students may have given more specific descriptions such as those found in the first column of the problem statement matrix. You might stress to the students that often user expectations are simply stated in terms of a new system that works! However, some users have very specific ideas or expectations of what software and technologies will be used. The important thing is that the systems analyst should listen to understand the users envisioned new system, without commenting, even if it seems ridiculous or premature at the time. Problem Statement Matrix Students should try to identify problems and also opportunities that were mentioned in the narrative. It is possible they might have identified different ones and have stated completely different values for each of the cells. There is more than one right answer in systems analysis. There is also more than one wrong answer. Students should be able to defend their answers with specific statements from the case study exhibits. In this milestone enough information was provided to be able to quantify some but not all annual benefits. The form that follows illustrates one possible solution. Stress to the students that this matrix is a living document. As the project moves through the life cycle, more facts are obtained and knowledge of the systems problems, opportunities, scope, and other issues grows and can be refined.

Prepared by Gary B. Randolph for Systems Analysis & Design Methods 7ed by J. L. Whitten, L. D. Bentley, & K. C. Dittman

Copyright Irwin/McGraw-Hill 2007

SADM 7/ed CTTS CASE STUDY - Milestone 1: Scope Definition Solution

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932 North Beach Rd Destin, FL 32541 866.555.3254

DATE OF REQUEST 03/15/2006 SUBMITTED BY (key user contact) Name Anna Kelly Title Analyst/ Programmer

SERVICE REQUESTED FOR ORGANIZATION Coastline Systems Consulting EXECUTIVE SPONSOR (funding authority) Name Peter Charles Title President

Office Phone

ext. 14

Office Phone

ext. 5

TYPE OF SERVICE REQUESTED:

Information Strategy Planning Existing Application Enhancement Business Process Analysis and Redesign Existing Application Maintenance (problem fix) New Application Development Not Sure Other (please specify ________________________________________________________

BRIEF STATEMENT OF PROBLEM, OPPORTUNITY, OR DIRECTIVE (attach additional

documentation as necessary)

The current practices for tracking client configuration information and hardware components are not working well. Technicians going out to handle the service calls often face incomplete information. There is also a need for an Internet application that would allow clients to submit service requests and technicians to enter notes of their work on those requests. The proposal has an opportunity to provide better service to users along with reduced costs and better information to both IT personnel and management.

BRIEF STATEMENT OF EXPECTED SOLUTION

The proposed Client Technology Tracking System will track the components and configuration information for each piece of equipment for each client. Component information will include purchase date to track warranty periods. Configuration information will be very flexible to handle all the kinds of information that needs to be tracked. An Internet-based portion of the system will allow clients to submit service requests and consultants to enter work notes to provide a history for each client.

ACTION (IT Office Use Only) Feasibility assessment approved Feasibility assessment waived Request delayed Request rejected Authorized Signatures: ______________________________

Assigned to Anna Kelly_______ Approved Budget $ ___________ Start Date __ASAP___ Deadline _6 months__ Backlogged until date: ______________ Reason: ______________________________ __________Pe te rC h a rle s ______________ Project Executive Sponsor

Prepared by Gary B. Randolph for Systems Analysis & Design Methods 7ed by J. L. Whitten, L. D. Bentley, & K. C. Dittman

Copyright Irwin/McGraw-Hill 2007

SADM 7/ed CTTS CASE STUDY - Milestone 1: Scope Definition Solution

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PROBLEM STATEMENTS
PROJECT: CREATED BY: Client Technology Tracking System Anna Kelly PROJECT MANAGER: LAST UPDATED BY: Peter Charles Anna Kelly

DATE CREATED: 03/15/2006 Brief Statements of Problem, Opportunity, or Directive 1. The current system does not accurately track configuration information, leading to wasted time for technicians and clients. 2. The current system does not accurately track installed components, leading to wasted and non-billable extra trips to the customers place of business. 3. The proposed system could allow clients to enter service requests online, saving receptionist time plus providing more efficiency. 4. The proposed system could provide a customer history that would allow for better service. Urgency 6 months Visibility High

DATE LAST UPDATED: 03/15/2006 Annual Benefits $3900 (1 problem/wk @ $75) $3900 (1 trip/wk @ $75) Priority or Rank 1 Proposed Solution New Development

6 months

Medium

New Development

6 months

High

$5200 (5 hrs/week x 52 wks/year x $20/hr wage plus benefits) Unknown

New Development

6 months

Medium

New Development

Prepared by Gary B. Randolph for Systems Analysis & Design Methods 7ed by J. L. Whitten, L. D. Bentley, & K. C. Dittman

Copyright Irwin/McGraw-Hill 2007