Issue Management Definition - PowerPoint

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Issue Management Definition - PowerPoint Powered By Docstoc
					Integrated Issue Management
Software (IIMS)


         Presented by:
         SHRIKANT LOHGAONKAR
What is Issue?

   Issue – Failure within system to meet user
    requirements
   Due to bug, incorrect or incomplete
    requirement analysis, poor functional design
   Difference between Issue & Bug
   Bug is – fault or defect in system where as
   Issue is – some situation or event,
    organization have their issue definition
Issue Mgmt Process
Issue Mgmt Process

   Identification – documented, categorized,
    reported.
   Analysis – determining issue by urgency &
    impact
   Evaluation – depends upon priority.
   Implementation – selection of action to
    mitigate urgency/impact
   Monitoring & Review – Effectiveness of
    actions.
Head Start

   A national program by U.S. Dept of Health &
    Human Services
   Founded in 1965 & Enrolled 24 million
    students
   Child development & school readiness for
    children from low-income families.
   Supports needs of children from birth to 5
    year old.
   Educational, Health, Nutritional, Social
    services
Head Start Monitoring

   Office of Head Start (OHS)
   Monitors quality of educational environment
   To meet community expectations and govt.
    regulations
   Access performance and accomplishment of
    local programs
   Provides Numerous Review Support services
Head Start Monitoring System

Services provided by HSMS
 Monitoring system helps to manage Govt. funds

 Provides past reviews and fund history for all local
  programs.
 Grantee Past Reviews, Performance reports, fund
  expenditure reports
 1st Year & Triennial Reviews

 Regional Personnel schedule follow up

 FTL Solo
Head Start Monitoring System

   Reviewer performance
   RO Visits
   Manage Review invitations for reviewers
   Time Scheduling and Incidental expenses
   Info for Review teams, hotel and travel arrangement
   ETMS
   Individuals involved in reviews – A Grantee, A
    Reviewer, A Federal Team Leader (FTL), Review
    planner
Current Issue Mgmt

Current method to record issue -
 Four help desks

 Users call 1-800-NUMBER

 Receives emails at 4 inboxes

 Issue by Mail
Current Issue Mgmt

   A standalone desktop based application
   Intranet application
   End client don’t have access
   Calling help desk not always convenient
   Managing email pool is difficult job, involves
    double work
   No system that customers can directly
    interact
IIMS as Solution

   IIMS – a web based issue management
    system
   Available to customer support as well as to
    end client thro’ browser
   No limitation over number of connections
   Less resources involved
   More efficient and saves lot of time
   Direct interaction with system & record issue
    more accurately
IIMS as Solution

   Enough time to understand issue
   Enough time to work out solution for problem
   Easy to forward issues to other IT or higher
    mgmt
   Compatible with existing ETMS system
   Easy to port into other websites
   User friendly GUI
   Database of employees to assign issues
IIMS as Solution

   Being web based – Accessible anywhere, anytime
    through browser
   Rich controls in .NET like Gridview – allows
    Edit/Display/Drop Issues
   Multiple Criterion Search
   Sorting by defined filters
   Export search result to CSV/Excel file
   Issue history
   File Attachment control to upload issue related file
    on web server.
3-tier Architecture
IIMS Architecture

Presentation Tier:
 Communication with the users.

 Use objects from Business Layer to response GUI raised
  events.
Business Tier
 Business Logic is written in C#

Data Access Tier
 Supply the needy information from the databases

   Retrieve and store information.
Classify Issues

   Issues are queued for Admin to be reviewed.
   Issues becomes task
   Classified as –
   Trouble Request (TR)
   Change Request (CR)
Issue becomes task

   TR – as short term, less impact
   CR – long term effect, design changes
   TR to IT
   CR to Higher Management (long term effect)
Tracking of CR

   View/Update existing CR
   View/Assign CR to IT Professional
   Close/re-open CR
   View/Update Release Information
   View/Update Contact Information
   View/Update Deliverables
   Export CRs into CSV/excel file
                                                  End User




                                                  Go to HSSD
                                                                       No
                                                   Webpage?



                                                                                     E-mail
                  Yes                                                                  To
                                                                                     HSSD?
                                                             Call
                                                                       No
                                                         1-800-NNNN
                                         A                                             Yes


                                                                                    E-mail
                                                                                      To
                                                                               HSSD@Danya.com
                                                                                hssd@hssd.com
                                      Log In to
                                       HSSD
                                                      Help Desk Rep.

                                                                       Email is retrieved by the Batch App.



               Submit a
                NEW
               Problem                                                               ETMS
                                                                                    Database

                                                                                                              End-User
 HSSD
           Submit the problem
                                                                                                              Interaction
Database

                            Receive
                             Issue
                                                                                                              with the
                            Number
                                                                                                              system
                                      Administrative
                                         User



                                         Log In to
                                                                                         HSSD
                                      HSSD Webpage                  Retrieve
                                                                                        Database
                                      As Administrator




                                            View
                                          Request
                                                               Change          B
                                                               Request
                                           Type?


                                      Trouble Request


           Open
                                            View                                  View
             A
                      Yes                 Pending                  No          In-Process                                Yes
          Pending
                                          Issues?                                TR List
           Issue



                                             Submit
                                                                                   No
                                          A New Problem

                                  A
                                                          Open
                                                                                 View
          Request                                           A                                      Retrieve    ETMS                Open
                                                                                Pending
           Type?                                         Pending                                   E-mails    Database              An
                                                                                E-mails
                                                          Mail                                                                  In-Process
                                                                                                                                    TR



Trouble
Request
                     Change
                     Request
                                                                                                                                 Perform
                                                                                                                                 Various
                                                                                                                                                   Admin
 (TR)


           Assign
                      (CR)


                                       Create
                                                                                                                                 Updates
                                                                                                                                                   Interaction
           A New                      New CR
             TR                         And
                            Save for Further Modification
                                                                                                                                Close TR or
                                                                                                                          Assign New Assignee or
                                                                                                                           Other general Updates   with the
          Updated
                                                                                                                                 Updated
                                                                                                                                                   system
           HSSD
                              Updated                                                                                            HSSD
          Database
                                                                                                                                Database
                                                                              Update



                                              B                                        View / Update
                                                                                        Deliverables




                                              View           View or Update            View / Update
          HSSD
                          Retrieve         In-Process   No         Or                     Contact
         Database
                                             CR List         Create Reports             Information




Update

                                                                                       View / Update
                                                               Report or                 Releases
                                                               Queries
          View / Modify
             Change                  Yes
            Request




                                                                 Excel
                                                                  File                                 Admin
                                                                                                       Interaction
                                                                                                       with the
                                                                                                       system
Email Tracking Mgmt System

   IIMS utilizes existing ETMS
   ETMS gets emails from exchange server
   IIMS collects emails and queues for Admin
   Create issues from emails
IIMS Users

   IIMS – A role based authentication and
    authorization

Users of the system
 End User

 Administrator

 Higher Management

 IT Professional
Generic IIMS

   IIMS as dynamic application
   Any organization can register and create
    IIMS account
   personalized and dynamically created
    database
   Customized controls
   Company specific web pages
   Maintains role based authentication and
    authorization
Generic IIMS

   Advanced Search & Issue History
   Rich Controls to Edit/Update/Delete issues,
    employee information, TR, CR, etc.
   Advantages being web based app.
   Export search result to CSV/Excel file
   Attachment controls to upload files at web
    server
   Release & Deliverable Information
   Reliable, cost effective, easy to use
Existing System Users




    New User for
   Existing System




Create New IIMS account
Create Dynamic Database
Dynamic Controls
References

   Office of Head Start (OHS)
   Head Monitoring Software documentation
   MSDN Documentation
   Microsoft Application Blocks
   Micros ETMS documentation

				
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