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					Help Desk Project – Risk Analysis Last updated – 19/10/2001

1

Risk Software application not being ordered by 15/12/2001

Risk High

Likelihood Low

Impact May not have project budget approved for next financial year

1.

2.

2

Inability to find a Help Desk application that is acceptable

High

Low

Will have to continue using current help desk application with the possibility of upgrading it to meet required needs

1.

2.

Causes Unable to find suitable software product Software product selected but unable to reach agreement with vendor on licensing details Unable to find suitable software product Project team is being unrealistic with “what we want” in a help desk application

Mitigation Seek approval to carry project budget over into next financial year

3

Lack of support and future viability of the software vendor

Low

Low

No local support available, all product support stopped or agreed support (in purchase contract) is reduced or not available

1. 2.

3.

4

Software application does not meet expectation of Help Desk analysts

Medium

Low

Client services management has reduced credibility

1.

2.

Reseller ceases to operate International company withdraws from Australian market Vendor is brought out, merged or taken over No consultation with Help Desk analysts Consultation

Conduct through research into Help Desk applications using various mechanisms such as: a. Neutral consulting firms such as Gartner b. Research using research firms such as Ovum, Gartner, Aberdeen, etc c. Utilising our corporate memberships of the Help Desk Institute and Call Centre Manager’s Association Use consulting groups such as Gartner to help predict software vendors future trends

Help Desk analysts will be involved in evaluating applications and application testing

Help Desk Project – Risk Analysis Last updated – 19/10/2001

Risk

Risk

Likelihood

Impact

5

Non-acceptance of software application by Client Services

High

Low

New Help Desk application not being fully utilised by Client Services staff

Causes occurred but not taken into account for final selection Client Services staff not being consulted about how they would use the application

Mitigation

6

Non-acceptance of software application by ITS Division

High

Low

New Help Desk application not being fully utilised by ITS Division staff

ITS Division staff not being consulted about how they would use the application

7

Non-acceptance of software application by University community

Medium

Low

New Help Desk application not being fully utilised by the Monash University community

The Monash University community not being consulted about how they would use the application

8

Non-acceptance of new ITS Help Desk workflows & procedures within ITS Division

High

Medium

Help Desk application being blamed for a breakdown in ITS Division workflows

1.

2.

Individual ITS Division departments or sections using convoluted workflows Project Team did not fully understand these

Workshops will be conducted, feedback requested and with the openness of the HDS Project, Help Desk staff will have their say & feedback into the makeup and selection of the HDS application Workshops will be conducted, feedback requested and with the openness of the HDS Project, ITS Division staff will have their say & feedback into the makeup and selection of the HDS application Workshops will be conducted, feedback requested and with the openness of the HDS Project, the Monash University community will have their say & feedback into the makeup and selection of the HDS application The Project Team will meet with various ITS Division departments and sections to better understand their workflows and processes

Help Desk Project – Risk Analysis Last updated – 19/10/2001

Risk

Risk

Likelihood

Impact

9

No full-time project staff

High

Low

Project baseline is not being adhered to and is slipping

1.

2.

10

Outside pressures may impact upon project staff and their project specific duties when required

High

Low

Project baseline is not being adhered to and is slipping

1.

2.

11

Software application cannot cope with volume of customers interacting with it

High

Medium

1.

2.

Load on Help Desk counters and telephone increases as customers seek assistance Problem requests take longer for Help Desk analysts to rectify

1.

2.

3.

Causes groups workflows or processes Project Team members still have their day-to-day duties to perform Project team members not completing assigned tasks in the time allowed in the project plan Project Team members still have their day-to-day duties to perform Project team members not completing assigned tasks in the time allowed in the project plan Customers cannot use Help Desk application via the Intranet Help Desk analysts unable to assign problem requests via the Intranet Help Desk analysts unable to update problem request details

Mitigation

Project staff will work to the project plan and inform the project manager of any problems that occur immediately

Agreements to be reached with senior ITS managers that allow requested project staff time to work on their specific project tasks when required as detailed by the project plan

a.

b.

Conduct stress & volume testing of the HDS application before implementation Installation of HDS application to be planned around busy periods or expected high use of HDS application by customers

Help Desk Project – Risk Analysis Last updated – 19/10/2001

12

Risk Lack of local vendor technical support within Australia

Risk Medium

Likelihood Low

Impact Help Desk application technical problems are not rectified quickly resulting in possible downtime of Help Desk application

Causes Vendor technical staff have to come to Australia to rectify any technical problems

13

Software application cannot be customised to suit Project ideals, goals and requirements

Low

Low

Help Desk application does not meet software specifications as detailed by the Project Team

1.

2.

Application has minimal customisation features Features included that are not required by customers for input of problem requests

Mitigation Will conduct talks in reference to support & maintenance agreement with HDS vendors b. Receive clear expectation of what “local” support is available and included in any support & maintenance agreement When evaluating HDS applications, the project team will endeavour to select a product with as many features as possible with reference to other project factors (cost, etc) being considered a.


				
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