Download User Classes and Characteristics

Business-Oriented Development Methodology for IT Service
Management
Introduction
Purpose:
Service management is now probably the most potent approach to the management of
information technology from a business perspective. Service management helps focus on
business services in spite of the heterogeneity in the underlying IT infrastructure. Consequently,
many large organizations are implementing standard IT service management guidelines, such as
the ITIL. However, there is a need for an integrated methodology (independent of the business
sector and underlying technologies) that would allow the development of service solutions
from a business perspective. This paper presents a business-oriented 8-stage service design and
management methodology that integrates total quality management techniques, such as house
of quality (HoQ) Matrices to help quantify qualitative service management parameters. The
methodology is illustrated with a case study of a major utility organization in Australia, an early
adopter of a structured IT service management methodology.
The process of managing associates’ requests (like Leave Request, Access Request,
Reimbursement Requests etc) the company need to collect all the applications and need to
segregate the same based on their respective RMs to send them for evaluation (approval).
Similarly any associate specific tasks like their Skills or Profile Update, Pay Slip Distributions, Exit
Initiation need to be handled manually and need considerable man power and a time
consuming affair.
The managers also need much vital/ business critical information before processing any
associates requests either for approval or rejections (as these decisions are based on various
parameters), which eat up so much of their time and the associates need to wait for the
request status for a long time, which also subsequently delay the other dependent processes.
They also need to track and update the Resource billing details/report and need to send to
Finance which are used by it to track the finance aspect of the company.
Scope:
A Business-Oriented Development Methodology for IT Service Management is a system for
sharing the work ideas. The process of managing associates’ requests (like Leave Request,
Access Request, Reimbursement Requests etc) the company need to collect all the applications
and need to segregate the same based on their respective RMs to send them for evaluation
(approval). Similarly any associate specific tasks like their Skills or Profile Update, Pay Slip
Distributions, Exit Initiation need to be handled manually and need considerable man power
and a time consuming affair.
The managers also need much vital/ business critical information before processing any
associates requests either for approval or rejections (as these decisions are based on various
parameters), which eat up so much of their time and the associates need to wait for the
request status for a long time, which also subsequently delay the other dependent processes.
They also need to track and update the Resource billing details/report and need to send to
Finance which are used by it to track the finance aspect of the company.
In the Proposed system, all the critical and sensitive process of the company will be automated.
The system will maintain the below process/activities
1. Associate Specific Tasks
Raise Access Requests
Tracking Access Requests
Raising Leave Requests
Tracking Leave Requests
Canceling Leaves Applied
Checking Leave History
Update Skill set details
Checking Pay slips
Raising Reimbursement Requests
Change Password
Initiate Exit Process
2. Manager Specific Tasks
Approving / Rejecting Access Requests
Approving / Rejecting Leave Requests
Approving / Rejecting Reimbursement Requests
Project-Resource Allocation
3. Finance Specific Tasks
Billing
i. Account-wise
ii. Associate-wise
iii. Project-wise
Expense & Maintenance
Reimbursement Settlement
References:
The primary of references this project are C# Corner and Wrox Publications.
The Overall Description
Project Perspective:
Business-Oriented Development Methodology for IT Service Management should be a selfcontained project. It is the first attempt at a information Management system by myself, and
contains or involves a number of technologies which are new to me (Asp.Net, C#.net, SQL
Server, XML, etc.).
Project Functions:
The project shall allow users to:
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Install and set up Business-Oriented Development Methodology for IT Service
Management.
Submit issues to a database
Query the database in a number of ways
Raise Access Requests
Tracking Access Requests
Raising Leave Requests
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Tracking Leave Requests
Canceling Leaves Applied
Checking Leave History
Update Skill set details
Checking Pay slips
Raising Reimbursement Requests
Change Password
User Classes and Characteristics
Research on Business-Oriented Development Methodology for IT Service Management
Users
Individual users should be able to provide the skills they have, projects they are working
presently, projects details they will be working in future, providing information about their all
types of leaves, perform queries on the database to check the payroll for each and every month
from the date of his joining. These individual users are assumed to have some knowledge on
the Business-Oriented Development management environment and are familiar and
comfortable with basic software tools such as text editors etc. Since Business-Oriented
Development Methodology for IT Service Management is primarily intended as an easy-to-use,
system for individual users and organization.
Administrator
Administrator-- responsible for registering users, providing payroll details for the individual
users, reimbursement details of the users, maintaining individual user details, -- must have
tools capable of querying the database and relating issues to users.
Operating Environment
Business-Oriented Development Methodology for IT Service Management will be implemented
in .NET2.0. It should therefore run on any platform to which .net has been ported. We will avoid
the use of platform-specific designs or code in doing so.
However, the primary operating systems we'll be using is Microsoft Windows.
Design and Implementation Constraints
The implementation is done by Microsoft Technologies (Asp.Net, C#.Net and SQL Server). The
files will use XML as a data format. The use of XML is mandated to prompt an exploration of
XML as a technology (in addition to allowing the use of XML tools and existing libraries in
development). It should not rely on any particular command line implementation, such as a
particular UNIX shell, etc.
Assumptions and Dependencies
Business-Oriented Development Methodology for IT Service Management is a self-contained
project, the only explicit dependencies are those stated in the Design and Implementation
Constraints.
External Interface Requirements
User Interfaces:
The product must be usable under any operating systems where the GUI is a standard common
user interface (such as Windows Operating System). However, some guidelines do apply:
Help. Help should be available for all tools. GUI tools should print a helpful message (if
appropriate) if invoked with no arguments. GUI tools must have help available from any
screen; either via a button, context-sensitive help, or a summary of help on the page (web
pages).
Feed back. Each project work assigned should get feedback from the users describing about the
status of the project, time required for them to complete the work ; and each leave applied by
users should be acknowledged (with a response message from standard output, a follow-on
web page) with some positive indication of the result. The feedback should indicate user’s
status.
Hardware Interfaces
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OPERATING SYSTEM: WIN XP OR LATER WITH .NET FRAMEWORK
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HARD DISK
: 5GB
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PROCESSOR
: Pentium IV or higher
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RAM
: 256MB
Software Interfaces
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PLATFORM: ASP.NET, NET FRAMEWORK SDK2.0, WINDOW XP AND ABOVE.
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DATABASE: MICROSOFT SQL SERVER 2005
Communications Interfaces
In this website we are using HTTP and SMTP protocols, The Simple Mail Transfer Protocol
(SMTP), the predominant protocol used to transport e-mail throughout the Internet, has
revolutionized the way many companies do business. IIS includes support for both protocols for
use in private intranets or on the Internet. HTTP, which is used for communication (request and
response) between client and server
Functional Requirements
1) The system should be able to identify the existence of administrator and give
appropriate feedback
2) The system should be able to allow the administrator to register the users, provide the
various details of the users, various projects for the users to work.
3) The system should have a command named query which provides for querying the
repository(database)
4) The system should be able to identify the existence of users to give appropriate
feedback
5) The system should be able to allow the users to send queries and to give feedback
(status) on them.