Term Project: Final Submission Instructions Overview For this milestone, you complete your individual, final project by incorporating the feedback you received from the Term Project: Gap Analysis...

Hello the instructions are attached as well as the gap analysis.


Term Project: Final Submission Instructions Overview For this milestone, you complete your individual, final project by incorporating the feedback you received from the Term Project: Gap Analysis deliverable and adding the following requirements to form your Term Project: Final Submission deliverable. Materials Required To complete this deliverable, you will need the following materials · This document · Microsoft Word · LucidChart.com, http://draw.io, StarUML (staruml.io), PlantUML (http://plantuml.com), or Microsoft Visio Instructions Begin with the document you submitted for your gap analysis and revise that document based on the feedback provided to you by your instructor. Add to your revised document the following information: 1. In a new section entitled “System Design,” write a 2–3 page description of how the applicable actors will utilize the proposed system to automate the TO-BE process. 2. Provide a UML Use Case diagram representing the key interactions that your proposed system will have with the actors involved in an appendix. 3. Provide a minimum of 5 use case scenarios chosen from the use cases modeled in the use case diagram in an appendix. 4. Write a 1-page executive summary that would provide a good overview of your project and insert this summary immediately after your title page. 5. Write a 1-page conclusion that properly summarizes the work done in this project and place before your appendices. Package the information above into a single Microsoft Word document. Note that you will need to copy and paste your diagrams into Word. Your document must be formatted with proper, current APA formatting and use proper citations for the references used. Be sure that your deliverable also includes a references page. Your final deliverable must be 12–15 pages in length, excluding the title page and diagrams. Submit the completed Word document via the appropriate submission link in Blackboard. The Term Project: Final Submission is due by 11:59 p.m. (ET) on Sunday of Module/Week 7. To-Be Process The helpdesk is designed to help the customers for their basic problems to solve these issues for any application. The services are provided to solve the issues which are related with the computer device issues, mobile device issues which includes turning owner of the computer system, computer speakers not properly working, application issues like the Microsoft Outlook issues or any issues which is faced by the user for their remote work regarding hard token source of tokens. The employees provide support to the customers during their working hours the helpdesk is the level one help which can solve a lot of issues on their level. This helpdesk behaves as the most important line of defence which is contacting directly with the customer to solve their issues regarding the technology or any application. If there is any technology which cannot be solved by the helpdesk then they can inform the admin about this. The helpdesk is not able to solve the issues due to the lack of rights or due to the lack of access for required software which needs to be used to solve the issue of the customer. If the problem is not solved, then the issue is passed to the information resources group which can provide support at a larger level for the customers as compared with the helpdesk staff members. End user can inform the staff members of an information resources group about the issues instead of going to the helpdesk if they are facing issues related with the technology. If the issue is related with technology, then the customer does not have to go to the helpdesk staff members, and they can directly reach out to the information resources group. This will be used as most of the end users are not able to understand the support provided by the tyre one level staff members and they are not able to understand all the services which are provided by staff members and the services which are provided by the information resource group. Whenever the user goes directly to the information resources group either by the calling on their service number or through the email then the group member will become the service representative and they will document the issue in a detailed format which is experienced by the user and our ticket will be created by them in the ticketing system and that ticket will be assigned to the appropriate team member who is working with in the group and he will be solving the issue at its best for the user. If the ticket is assigned to inappropriate team member by mistake or if the issue of the end user is not clear then the ticket can be bounced from one team member to another team member are there can be no action taken on the ticket until it reaches to the end user for backing out it to get the clarification about the status of their ticket. The primary motive of the staff member is to utilise the mailbox which is present by the Microsoft Outlook for tracking all the incoming issues and request from the customers but the tickets of the customers are placed in the ticketing system by information resources group which can be either rooted or misrouted for the help desk staff members. Whenever the tickets are routed for the staff members of the helpdesk then the staff is not notified about the incoming tickets in the ticketing system which needs to be changed in the new system and the staff members will receive or notification as a message or email for each ticket which is routed to them. The staff member needs to remember about the routines to check the ticketing system which is present in the queue for all the incoming tickets otherwise they will be delayed for some time. The new system will allow the staff members to handle the tickets and it will also provide an alarm which will make the staff members remember about the tickets and solve them on time without any delay. The alarm will work in every 4 hours off the ticket once it is raised so that it can be solved in time. The staff members of the information resources group have not to reach out to the help test to inform them about any incoming ticket or the ticket which are present in the queue and have a significant amount of time. The problem arises whenever the amount of the time which is required by the staff members to solve the issue of the customers increases if the staff member of the helpdesk is not aware about any incoming tickets from the customers present within the office. The new system needs to have a proper notification system which can notify the staff members Each ticket which is routed to them from the IRG staff members and solve it on time so that there is no delay for the end user and they have a good experience. The main stakeholders of the system are regional information management office who has the role of manager of the helpdesk and he will be responsible for solving all the tickets and to manage that the staff members are helping the end users and solving all the rooted tickets on time without any delay. The helpdesk staff who are the IT specialist for solving issues of the end users regarding any computer or device for any application. The organization has information resources group who will be providing support to different teams and behaves as the service representative for the customer. the end users can reach out to staff members of helpdesk over the call or through the Mail where they can solve the issues of the customers over the phone call only or they will ask for the time if they are not able to solve the issue over the call. If the helpdesk is not able to satisfy the needs of the customer then he can directly go to the IRG group where they will record the issue and create a ticket. The new system is designed so that there is no delay in solving the issue of the customer and provide solution on time to enhance their experience. To Be process