coast sands est. service desk€¦ · web view2015. 4. 15. · 1. introduction. ashl company is a...

Coast Sands Est. SERVICE DESK

ASHL IT Company

Prepared For:

Coast Sands Est. For Cont. & Maintenance

IT Department

3/28/2015

Kingdom of Saudi Arabia

Al-Imam Muhammad bin Saud Islamic University

College of Computer and Information Sciences

Owners:

Asma Al-Saikhan

Hailah Al-Majhad

Lamia Al-Horaibi

Sara Al-Qahtani

Email:[email protected]

1

ASHL Key of IdeasCoast Sands Est. SERVICE DESK

TABLE OF CONTENT

1. Proposal…………………………………………………………...................................................1

1.1Introduction………………………………………………………………………...…………1

1.2. Project Scope……………………………………………………………………………………………………….2

2. Business Case…………………………………………………………………………………………………. .4

2.1. Executive Summary...........................................................................................4

Coast Sands Est. (Client).................................................................................4

( ASHL Company (Solution Provider.............................................................4

2.2. Business Requirements......................................................................................6

Key Business Objectives...................................................................................6

Current Business Process.................................................................................6

Proposed Solutions............................................................................................8

Financial Justification......................................................................................9

2.3.ASHL Operations .............................................................................................11

2


1. PROPOSAL

1. IntroductionASHL Company is a start-up company in Saudi Arabia and it's provides excellent

services which are timely, cost-effective, flexible, and technologically advanced

especially for the start-up\medium businesses that need to develop or upgrade their

service desk. Among the factors of success of ASHL company is having several

outstanding references that had previously we deal with prominent and famous

organizations, from these organizations are: Harf company, Saudi Standards,

Metrology and Quality Organization, We gave them successful and distinct

consultancy that leading to fully customer satisfaction with us, where they applied all

consulting presented to them, All of this is due to our high-quality services

consultations.

Our ASHL Company has specialist consultants with considerable experience of

technical operations in public sector. We have several years of experience in

delivering Service Desk system solutions for clients of all types and sizes within

scope, budget and schedule. We provide IT consulting services across the lifecycle of

business transformation programs from requirement gathering to IT infrastructure

strategy, we offer a full range of consultancy services and support to help take the

hassles out of your IT projects. ASHL Company offers several services in service

desk field such as Incident management, Request Management, Problem

Management, Knowledge Management, Change management, Service Catalog,

Service-level agreements (SLAs) and key performance indicators (KPIs) and also it

provides a plenty of ITSM courses.

ASHL Company is pleased to submit a proposal for Coast Sands Est For Cont &

Maintenance Company to serve as an IT consultant. This proposal describes the IT

consultancy engagement as well as services, terms, and schedule for the engagement.

3


1.2. Project Scope

Coast Sands Est. For Cont. & Maintenance Company, is a medium company based on

business to business contracts. This company has five branches; the head office is in

Riyadh 11, including many offices and contains many of the employees where the

company has more than 500 employees.

After we analyzed and studied the current situation of operation department in

CSECM, the problems that faced the operational department are as follows:

Currently, the system the operational department used doesn't have effective features

that support tracking incidents in different branches and offices that allow to CSECM

staff anywhere to see the steps of handled incidents and who are in charge and what

the solution was. In addition, without these features, the operational department

doesn't have the efficient method to produce accurate reports about Help Desk

performance in different branches and according to that the decisions making process

take more time.

As well, there is no knowledge-base that store all best solutions for all problems that

happen or direction of solution all this knowledge that kept in mind of staff.

Moreover, now operational department depending only on Help Desk in their

branches where receiving all incidents and requests locally. The clients complaining

from delay on response to their requests because the operational department doesn't

have service desk who they receive all requests of clients and staff from different

branches.

The project will take approximately up to one year, start from 14 March and ends at

the mid of December the next year. The project will be submits as documents to reach

to the final service, each documents are planned in a specific time to be complete. The

team will not start the work on the next document before taking the full approval on

the previous document from the client.

4


The agreement between ASHL and CSECM will be finish after submitting the final

document on providing the service. So, the operational department came to our

company to order creative consultancy study by building a technical system in

effectively to manage and solve all their problems and increase the satisfaction of all

staffs at the CSECM company and then raise the level of quality and efficiency in the

department.

5


2. BUSINESS CASE2.1. Executive Summary

2.1.1 Coast Sands Est. (Client):

Coast Sands Est. For Cont. & Maintenance Company (CSECM), is a medium

company based on business to business contracts. This company has five branches;

the head office is in Riyadh. CSECM Company has many offices spread in various

companies contracting with them, this spread offices contains many employees where

the company has more than 500 employees.

With the expansion of company, the primary objectives of operation department are

utilizing information technology as a basic working tool in accomplishing the tasks of

the different branches to ensure accuracy and save time and effort by providing the

necessary information technology services to CSECM offices and clients through the

provision and maintenance of equipment and the different system.

2.1.2 ASHL Company (Solution Provider):

1. ASHL Company is an external start-up company in Saudi Arabia has experience in

delivering in IT Service Management (ITSM) solutions for clients of all types and

sizes within scope, budget and schedule. ASHL Company provides excellent services

which are timely, cost-effective, flexible, and technologically advanced especially

for the start-up\medium businesses that need to develop or upgrade their service

desk. ASHL offers several services in (ITSM) such as Incident management

especially in service desk field also Request Management, Problem Management,

Knowledge Management, Change management, Service Catalog, Service-level

agreements (SLAs) and key performance indicators (KPIs) and also it provides a

plenty of ITSM courses.

6


2.

2.1.3 Business Problem:After we analyzed and studied the current situation of operation department in

CSECM, the problems that faced the operation department are as follows:

Currently, the system that operational department using doesn't have effective features

to tracking incidents in different branches and offices that may allow to CSECM staff

anywhere to see the steps of how handled the incident and who are in charge and what

the solution was. In addition, without these features the operational department

doesn't have the efficient method to produce accurate reports about Help Desk

performance in different branches and according to that the decisions making process

took more time.

As well, there isn't knowledge-base that stores all best solution for all problems that

happen or direction of solutions all of this knowledge kept in staff minds . Because of

this Help Desk staff wastes too much time and effort to search and find solutions from

other staff this reflected on service time.

On the other hand, the operational department depending on the Help Desks to

receiving all incidents and requests calls. Because of this manner the clients

complaining about delay on response from the CSECM staff to their requests because

the operational department doesn't have service desk who they receive all requests of

clients and staff from different branches so, the time of response became longer as

well as the quality of service reduced.

7


2.2. Business Requirements

2.2.1 Key Business Objectives:

The Service Desk system has the following high level business objectives:

1- Increase the satisfaction of clients at CSECM Company.

2- Increase accessibility to assistance through a single point of contact and

communication between clients and CSECM branches.

3- Better quality and quicker delivery of client’s requests.

4- Knowing the clients about the workflow of incident solution and that by sending

the ticket number to clients E-Mail.

5- Reduce the time for staff members during transfer the ticket to the optimal branch.

7- Service desk system plays a major role in management information systems and

helps CSECM formulate goals and business plans.

8- It helps CSECM Company to identify problem areas and find solutions.

9- Manage communication effectively across the different branches of CSECM

Company.

2.2.2 Current Business Process:

We gathered information about the current situation between the IT department and

operational and maintenance department by the observation and interviewing the

staff, so we conclude the following:

the operational department currently has primitive web form system of Help desk that

built by IT department to submits and solves maintenance and construction requests in

different locations but it complains from lack of effectiveness and features that help to

8


track the requests ticket statues and make an accurate performance report between the

two departments.

Also, this web forms have many problems such as: duplicated, lost, and missing

fields, wrong entries and more to be reliable and good reference for help desk staff.

Now the operational department with expansion in company they faced difficulty to

managing requests from different location and send it to the right operational and

maintenance department in different branches also sharing forms with different

branches came out with many mistakes and this gave a bad reputation with the clients.

The working mechanism is as the following:

The Helpdesk received the call about the incidents.

The technician in Helpdesk opens a ticket about incident or request for a

client.

The technician fills a form and sends it to the operational and maintenance

department in charge.

The operational and maintenance department in charge try to contacts the

client to solve the problem.

If the problem is not solved or the request is not satisfy yet the client will

contact the help desk again and the helpdesk staff will try to contact with each

member of the in charge operational department case till they find the one

staff that got the case.

After incident done and perform the request, the technician who’s in charge

back to office and login into system to close the ticket.

9


2.2.3 Proposed Solutions:

First Proposed Solution ( Build the Service Desk System Internally ) :

The operational department in this solution will build the service desk system

internally in IT department. They should answers on these questions before going to:

What is the complexity of service desk system? Does the IT section have the expert

resources to build and support the service desk system? Is there time to build and

support the system?

Because the IT department are developing a service desk system and it's considered as

complex solution for multiple users, they may need to expand the countless hours,

may be spent collecting and analysis requirements and configuring writing code. After

complete the coding and configuration, the developer must testing and validating the

system until it works according to expectations. Furthermore, they're responsible to

training the operational staff and others, to ensure they have the knowledge that needs

to effectively work with the new system.

Second Proposed Solution ( Outsourcing ) :

The second solution that could be suitable to the company is to implement service

desk system outsourcing the IT department. The IT department should answers on

these questions before going to: What are we really looking to accomplish? What are

the skills required for a great job? Are those skills readily available in house?

The outsourcing is purchasing a service desk system from outside vendor who

provides a base of expertise for solving service management issues. The IT can take

advantage of the lessons learned from other organization within their industry that

faced similar challenges and have had successful experiences with outsourcing.

Outsourcing will allow to IT to focus on their critical activities. Furthermore, some

qualities of outsourcing system are superior to that which able to develop internally.

10


When IT chooses outsourcing ITSM system it considers as cost-effective (especially

continuing costs), quick and easy solution. Furthermore, the cost savings are not

always guaranteed.

Also the other benefit from outsourcing, there is an abundance of technically trained

developers willing to work for the lower rate. To successful outsourced projects it

requires many of the same elements as building your own team (Communication,

Organizational, knowledge, Processes).

2.2.4 Financial Justification:

2.2.4.1 Cost of Service Desk Solution:

The probable costs for the two solutions are shown below:

The cost for first solution (build the service desk internally):

Expense Description Cost

Requirements analysis Collecting requirements for

the new service

SAR 10,000

Coding and configuration Building the new service SAR 90,000

Testing and validating Applying user accepting test

and system test for the new

system to meet the

requirements

SAR 20,000

Upgrade and synchronize

the new service

Upgrade the existing system

with the new one

SAR 75,000

Staff training Train the user on the new

system

SAR 15,000

Maintenance and support

the new service

technical support to the system SAR 10,000

Total Cost SAR 250,000

11


The cost for second alternative solution (Outsourcing):

Expense Description Cost

Contract with vendor - Purchase suitable

service

- Customize and

Configuration

SAR 100,000

Staff training - Train the user on the

new system

SAR 15,000

Continues Support SAR 50,000

Total Cost SAR 165,000

2.2.4.2 Financial Benefits:

The CSECM Company can get many benefits when applying one of the solutions

1- They will have a full control to the system and they can easily tracking the

previous cases.

2- Create a central data base for all incidents with reference number, date and

description this will lead to leverage the knowledge and provide historical data

to solve any problem.

3- Ability to identify root causes to eliminate future incidents

4- Track performance against service level agreements SLA to ensure that

commitments are met.

5- Provide periodically report and in-depth root cause analyses to the managers.

6- Reduce communication inefficiencies between the users.

7- Improve employee productivity and decrease processing average time.

12


2.3.ASHL Operations

Products and Services Delivery Procedures and Capabilities:

The activities performed by ASHL Company’s to deliver the Service Desk

service to any company are listed in sequence:

1- Feasibility study of the case.

2- Meeting with the customer and the team consultants.

3- Study the customer’s environment (Infrastructure).

4- Sign the contract with the customer.

5- Conduct the project plan and take the approval from the customer.

6- Conduct the SLA between the two parties (ASHL and customer).

7- Provide the consultant study.

Activity Time of Activity

Feasibility study of the case 1 Week

Meeting with the customer and the team specialists 1Day

Study the customer’s environment (Infrastructure) 1 Week

Sign the contract with the customer 1 Day

Conduct the project plan and take the approval from the customer2 Weeks – 1

Month

Conduct the SLA between the two parties (ASHL and customer) 3 Days

Provide the consultant study2 Weeks – 1

Month

coast sands est. service desk€¦ · web view2015. 4. 15. · 1. introduction. ashl company is a...

Documents