Coastline Systems Consulting

Phone: 123-555-1212 Fax: 123-555-2323

DATE OF REQUEST 10/10/2010 All

SERVICE REQUESTED FOR DEPARTMENT(S)

SUBMITTED BY (key user contact) Name Anna Kelly Title Analyst/Programmer Office 2F Phone x133

EXECUTIVE SPONSOR (funding authority) Name Peter Charles Title President/Analyst Office 1A Phone x100

TYPE OF SERVICE REQUESTED: Information Strategy Planning Existing Application Enhancement Existing Application Maintenance Business Process Analysis and Redesign New Application Development Not Sure Other (please specify _______________________________________________________________________ BRIEF STATEMENT OF PROBLEM, OPPORTUNITY, OR DIRECTIVE (attach additional documentation as necessary) As the number and size of our client installations have increased, configuration management has become a significant challenge. In addition, there is a pressing need to track and document individual action requests and incident reports from our clients. It is believed that significant benefits would accrue if these two sources of information could interoperate. It is also important that these two sources of information be securely accessible from remote sites, so that the technician on call can reference client data from wherever he or she is. Lastly, the solution must support the ability to generate and report on key performance metrics. BRIEF STATEMENT OF EXPECTED SOLUTION A tightly-integrated system that which supports the ability to enter, correlate, update, search, and report on three major groups of data: (a) software, (b) hardware, and (c) trouble tickets. ACTION (ISS Office Use Only) Feasibility assessment approved Feasibility assessment waived Request delayed Assigned to Nate Lindstrom Approved Budget $ 750,000.00 Start Date 09/13/2010 Deadline 12/23/2010 Backlogged until date: ______________

Request rejected Reason: ________________________________________________ Authorized Signatures: (signed) Anna Kelly

(signed) Peter Charles Project Executive Sponsor

PROBLEM STATEMENT MATRIX

PROJECT: CREATED BY: DATE CREATED: CTTS Nate Lindstrom 10/10/2010 PROJECT MANAGER: LAST UPDATED BY: DATE LAST UPDATED: Mathan Jebaraj Nate Lindstrom 10/10/2010

Brief Statements of Problem, Opportunity, or Directive 1. Asset tracking of client hardware and software has exceeded current system limits Need secure Internet accessibility of asset and trouble ticket information for technician on call Need a centralized method of tracking trouble tickets Must be able to generate key performance indicator reports from trouble tickets

Urgency Immediate

Visibility Moderate

Annual Benefits $100,000

Priority or Rank 1

Proposed Solution New Development New Development

2.

6 months

Low

$15,000

3. 4.

3 months 6 months

High Moderate

$150,000 Unknown

2 3

New Development New Development

Nate Lindstrom Professor Jebaraj Systems Analysis and Design 10 October 2010

Narrative

For the first deliverable (Request for System Services) I carefully reviewed the CTTS case study introduction, paying particular attention to the section labeled The Problem. I also went back and checked my work against chapter five of Systems Analysis and Design Methods. For the second deliverable (Problem Statement Matrix) I read through the interview between Peter and Anna, and again reviewed the CTTS case study introduction. I also re-read portions of chapter five of Systems Analysis and Design Methods.