Week 7 - Business Case Project - Final
docx
keyboard_arrow_up
School
Wilmington University *
*We aren’t endorsed by this school
Course
7020
Subject
Information Systems
Date
Nov 24, 2024
Type
docx
Pages
22
Uploaded by MasterScience9621
1
Wilmington University
VarunKumar Chukkaluru
IST7020: Analysis, Modeling, and Design
Week 7 - Business Case Project Final
10/15/2023
2
Table of Contents
Executive Summary
.........................................................................................................................
3
Problem Statement
...........................................................................................................................
4
SWOT Analysis
...............................................................................................................................
5
Recommended IT service solutions
.................................................................................................
7
SWOT to Solution Analysis
...........................................................................................................
12
Network topology & hardware
......................................................................................................
15
Final Recommendations
................................................................................................................
19
Summary/Conclusion
....................................................................................................................
20
References
......................................................................................................................................
21
3
Executive Summary
Any organization's ability to operate efficiently depends on the performance of its IT service department. A company's overall success can be significantly impacted by ineffective IT support departments. Loss of revenue and a decline in client confidence might result from them choosing rivals for their repair service requirements. Therefore, it is crucial to provide a solution for a department of qualified live and virtual specialists, as well as an inventory department that is well-organized.
Effective managers and management are crucial to the success of a service department, according to a detailed examination of the interviews with seasoned experts in the IT service business. A greater information exchange is facilitated by strong manager-customer and departmental ties, which results in a proactive approach to problems. As a result, the company is better equipped to overcome challenges and succeed. A business that places a high priority on customer satisfaction is likely to obtain a competitive edge and keep its most devoted clients.
The secret to a productive IT service department is having good management, a well-
thought-out structure, and an enthusiastic group of managers and technicians. These tactics can help firms succeed overall by enhancing their performance and consumer happiness. To remain competitive in the market today, firms must give priority to their IT service department and invest in building a capable and effective workforce.
Problem Statement Inefficient IT support departments would have an impact on the entire organization. As a result, customers will select outside repair service providers, which will result in a loss of income
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
4
as well as a breakdown in organization and confidence. A successful solution would require a well-organized inventory department and capable live and virtual technicians.
Interview Analysis As an analyst, you must comprehend the offered interviews to analyze the replies and determine whether or not the assertions are true by developing a clear understanding to assist the company in selecting a choice that will lead to success (Hman et al., 2021). A strong working connection between department personnel and management in a company always fosters a better exchange of knowledge, which in turn enables the business to meet obstacles head-on and succeed in every manner that a business can. Therefore, I believe that all of the assertions made in the interview findings are true.
A successful IT service department, according to the interviewee in the first interview, has effective managers and management. Effective managers and management consistently build
strong relationships with customers and other departments, which aids in recognizing the true needs of a product to successfully achieve the goal. Everyone wants a company that puts its consumers first. Every business needs educated technicians and a collaborative team atmosphere.
Due to the ineffective utilization of the people and resources, the time and money spent on them will be lost. The efficient administration of the team and the distribution of teamwork to achieve performance goals, therefore, continually influence business choices.
The second interview revealed that unsuccessful service operations looked to lack the proper framework for executing service operations. As was previously said, having competent resources helps a corporation achieve its goals, and how well they are assigned to their specific tasks will determine how successfully they do so. When assigning jobs, it is important to
5
consider the technician's capacity and knowledge in order to deliver the epic and backlog items on time.
Regardless of their position, technicians and managers must be perceived as pleasant and accurate rather than exhibiting apathy for the problems, the respondent said in the third and final interview. It simply implies that a task or service is best completed when it is given to the appropriate team member. They should receive regular assistance in learning the newest technology, which will help them develop their own abilities and be good for the company's growth. This assistance may subsequently be useful for improving the customer experience and in other areas.
SWOT Analysis
STRENGTHS
WEAKNESSES/LIMITATIONS
Effective administration.
A solid connection between departments or clients.
The capacity to automate operations.
Resources improvement of skills.
Without experience.
Lack of ability to solve problems.
Ineffective task and resource allocation.
OPPORTUNITIES
THREATS
Adopting the framework for service management.
Improving the resources' expertise/knowledge.
Cut back on outsourcing.
A wasteful use of resources.
Limitation on the number of employees.
Missing the best method for carrying out activities.
Financial Review
Summary of the SWOT Analysis:
6
Each company has its own unique set of strengths, weaknesses, opportunities, and dangers, as we are all too aware. These are the fundamental characteristics of every company to succeed and prevail on their own. An company should be able to recognize its advantages and disadvantages and know what has to be improved in order to raise its standards and offer better products and services. The Lakewood IT Services Department has undergone a SWOT analysis to determine the several areas that require improvement.
Strengths: An organization's strength is its effective management and managers. A company cannot be expected to hold the top spot in a market if the management is ineffective. Strong contacts between departments and customers result in a top position for the organization relative to the competition (Tamunomiebi & Okpara, 2020). They will be able to do the tasks that have been allotted to them on time with the assistance of competent experts.
Weaknesses: The fundamental flaw with this company is its inability to effectively complete tasks due to a lack of skilled personnel. Therefore, as they are the ones who assume responsibility for the distribution of resources and execution of tasks that advance the organization, managers are to blame for all the assigned labor.
Opportunities: Opportunities are the only ones that an organization might use to improve the project's delivery. In this situation, the company may use the service management framework to improve
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
7
its operations and the way its team members think in order to successfully complete and deliver assignments. Threats:
A business may rule its market when it can manage its own risks. Financial loss may be shown when the optimum framework for work performance is missing. The precise assignment of work to the appropriate resource or competent specialist by managers is vital to the timely completion of projects and the generation of revenues. A severe threat to the company will result from failing to assign staff resources to the task in accordance with their degree and expertise.
We complete this project by taking into account all the SWOT Analysis factors that Lakewood IT may start its own services department, allowing them to be recognized as an end-
to-end product and a service-based company where clients can have a user-friendly experience.
Recommended IT service solutions
SaaS Solutions
(Gomathi, Chandravathi, & Gugapriya, 2023) Software as a Service (SaaS) solutions are cloud-based computer services that offer safe access to applications over the internet. These services are offered by a wide range of third-party businesses, enabling enterprises to easily establish and manage their IT operations and giving users access to the resources whenever they need it.
Microsoft Office 365
8
Microsoft Office 365 is among the most well-liked SaaS products on the market. Email, online document storage and collaboration capabilities, as well as software programs like Word, Excel, and PowerPoint, are all included in this complete collection of bundles. Benefits
The benefits of Microsoft Office 365 for IT service teams are numerous. First, because the solution is cloud-based, customers can access their data and apps from any device, at any time, and wherever they are. It also does away with the requirement for separate hardware and software installations and upkeep. Furthermore, the solution is often less expensive to implement
and operate than an internal IT infrastructure.
Limitation
However, Microsoft Office 365 also comes with a few restrictions. The inability to regulate data and apps is one restriction. A cloud-based solution gives the business limited access
to the underlying systems and code because data storage and administration are handled by the third-party supplier. Additionally, businesses are frequently forced to work with one particular service provider and may be unable to leave if they are dissatisfied with the quality of the service. Salesforce
Salesforce is another well-liked SaaS product that IT service departments utilize. The software offered by this service, known as customer relationship management (CRM), enables businesses to store, retrieve, and analyze client data on a single platform. Salesforce enables businesses to track sales and marketing activities as well as customer service procedures.
9
Benefits
Salesforce offers its users a number of advantages, including considerable cost savings. It
is expensive and time-consuming to install and maintain a CRM system internally, but choosing a cloud-based service like Salesforce relieves businesses of that burden. Additionally, Salesforce provides a wide range of functionality and customization choices that enable customers to modify the system to suit their particular requirements (Revanna et al., 2023). Limitation
Salesforce does have certain shortcomings, though. For instance, Salesforce may not always offer the degree of customisation needed by some firms. Additionally, Salesforce doesn't provide a variety of support services, such remote consulting and training. Finally, although having certain security protections, Salesforce is still prone to data breaches and other security risks.
Non-SaaS Solutions
Software programs that are installed locally on a server or used to access the internet over
an intranet are referred to as non-SaaS solutions. Because they offer more flexibility and control, non-SaaS solutions are popular among businesses for their IT operations. Microsoft Exchange Server
Microsoft Exchange Server is one of the most often utilized non-SaaS options by IT service departments. This tool gives individuals access to their emails, contacts, calendar, documents, and other data while assisting enterprises in managing their email operations and communication procedures.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
10
Benefits
Comparing Microsoft Exchange Server versus cloud-based options, there are several advantages. For instance, IT service departments might completely alter the system and the apps to suit their particular requirements. Users may also take use of a number of cutting-edge security features offered by Exchange Server, including encryption and user authentication. Limitation
However, Microsoft Exchange Server does have significant shortcomings. The price of purchasing and maintaining the software might be high. The system also needs a committed team
of IT specialists to handle its deployment and maintenance, as well as a large quantity of technical expertise.
Intuit QuickBooks
Intuit QuickBooks is another popular non-SaaS option for IT service departments. This application is used to control accounting and money-related activities including budgeting, payroll processing, and invoice generation.
Benefits
Users of Intuit QuickBooks may take advantage of a number of advantages that make it an appealing non-SaaS option. First, the system offers customers a user-friendly interface and extensive data entry and analysis functions that make tracking money straightforward. Furthermore, QuickBooks is quite inexpensive, and customers do not need to engage IT specialists to keep the system up to date (Moore, 2022).
Limitation
11
But there are certain disadvantages to using QuickBooks. For instance, customers are restricted to the capabilities provided by the software and the system does not give the customization choices that other solutions do. Furthermore, QuickBooks does not have any cutting-edge security tools like encryption and authentication. Preferred Solutions
The recommended IT solutions for Lakewood are Microsoft Office 365 and Intuit QuickBooks, according to the study that was done. Both of these alternatives are quite reasonably priced and give consumers the capabilities and customization options they want. Additionally, Office 365 provides customers with a variety of cloud-based advantages including improved security and accessibility, while QuickBooks gives consumers a straightforward, user-
friendly system with all the capabilities they want. Lakewood IT sought analysis on SaaS and non-SaaS options for implementing IT services. After weighing the advantages and drawbacks of each option, Microsoft Office 365 and
Intuit QuickBooks have been chosen as Lakewood IT's top picks. Both options provide consumers the capabilities, cost-effectiveness, and security aspects that they require.
SWOT to Solution Analysis
Must-Have Features and Functions: Cloud Storage and Collaboration
The capacity to securely store and distribute data is one of the key components of every contemporary business. It is essential to have a system that enables employees to access and collaborate on files from any place given the growth of remote work and a distributed workforce.
Salesforce and Microsoft Office 365 are the two leading candidates for the organization's new
12
system since they both include cloud storage and collaboration functions. Employees can view and share data in real-time thanks to cloud storage and collaboration tools, which eliminate the need to upload and download documents and boost productivity. Version control along with these
capabilities enables several users to work on the same document at once without worrying about data loss or conflicting versions. Email and Calendar Integration: Integration of the calendar and email is yet another essential element for the new system. An effective and dependable email system is crucial for enterprises as email is a crucial tool for communication. As a non-SaaS option, Microsoft Exchange Server offers powerful email features including spam filtering, safe encryption, and multi-device syncing. On the other hand, major email programs like Outlook and Gmail are integrated with Microsoft Office 365 and Salesforce's email and calendar services. Employees may sync their calendars with their email accounts thanks to this connectivity, making it simpler to plan meetings and appointments.
Customer Relationship Management (CRM): It is crucial for a company to keep and develop ties with its clients. Throughout the customer lifecycle, Salesforce's complete CRM system enables businesses to monitor and analyze client interactions and data. To track leads, conversions, and customer interaction, sales and marketing teams must use this tool. Although Microsoft Office 365 lacks a built-in CRM system, it integrates with external CRM programs, making it a viable alternative for businesses that want both productivity and CRM functionality.
Accounting and Finance Management: A strong accounting and financial management
system is crucial for every firm. Invoice generation, inventory control, and budget monitoring are
just a few of the powerful accounting and financial management tools offered by Intuit
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
13
QuickBooks, a non-SaaS solution. Effective management of the organization's financial resources depends on these characteristics. Microsoft Office 365 offers connectivity with Intuit QuickBooks and other accounting systems, making it a viable alternative for businesses that want both productivity and accounting services, despite the fact that it lacks a built-in accounting
system.
Mobile Access: It is essential to have a system that enables employees to access and utilize the system from their mobile devices given the expanding trend of remote work and the use of mobile devices at work. Employees can access and collaborate on documents and data more easily while on the road with Salesforce and Microsoft Office 365's mobile applications for
iOS and Android smartphones.
Nice-to-Have Features and Functions: Project Management
Project management is a crucial component of good project management for enterprises. As a component of its productivity package, Microsoft Office 365 provides the project management application Microsoft Project (Weerasuriya et al., 2022). With its interface with well-known project management tools like Asana and Trello, Salesforce also provides project management capabilities. Project management is not a need for the new system, but it may be quite helpful for businesses with intricate and significant projects. Project management feature costs range from $9 to $25 per user per month for premium plans, depending on the particular tool and subscription options.
Social Media Integration: Social media is essential for businesses in the digital age to interact with their consumers and market their brands. With the help of Salesforce's social media integration with well-known websites like Facebook, Twitter, and LinkedIn, businesses can
14
monitor and assess their social media performance and interact with their target audiences. Microsoft Office 365 offers interaction with external social media management products like Hootsuite and Sprout Social even if it does not include built-in social media integration. The prices for these connections range from $29 to $599 a month, depending on the product and membership plan.
Real-Time Analytics: For businesses to track, evaluate, and make data-driven choices about their performance, real-time analytics is a vital tool. Salesforce's Einstein Analytics function gives real-time analytics, giving businesses crucial understandings of their data and client behavior (Fernandes, 2023). The sales and marketing teams may utilize this functionality to detect market trends and consumer preferences. Real-time analytics are not a feature of Microsoft Office 365, although it does interact with other analytics programs like Google Analytics and Microsoft Power BI. The fees for these integrations range from $9 to $500 per month, depending on the product and membership plan.
E-commerce Integration: A system that interfaces with an online store is crucial for businesses that operate in e-commerce. With the help of Salesforce's e-commerce interface with well-known platforms like Shopify and Magento, businesses can handle orders, shipments, and customer information centrally. Despite not having built-in e-commerce connection, Microsoft Office 365 does integrate with other e-commerce platforms like WooCommerce and BigCommerce. Depending on the technology and membership package, e-commerce integration prices might range from $20 to $300 each month.
Network topology & hardware
Star Topology
15
All networked devices in a Star architecture are linked to a hub or switch as the central node (Deepak et al., 2022). This single node serves as a hub for all network traffic, making management and troubleshooting simple. The following are a star topology's main attributes:
Benefits
Scalability: The scalability of the Star topology is one of its key benefits. New devices can be added or removed from the network without affecting the other devices on the network. This makes it the perfect option for expanding businesses like Lakewood IT.
The central node in a Star architecture has total control over the network, which is referred to as centralized control. As a result, network traffic may be managed and monitored more easily, improving service quality.
Simple troubleshooting: Since every device is linked to a single hub, any network problems are simpler to spot and resolve. This decreases network outages and boosts productivity generally.
Cost-effective: In comparison to other topologies like Mesh, the Star topology requires less cabling, making it a more economical choice for Lakewood IT.
Limitations
Single point of failure: A crucial part of the Star topology is the central hub. The entire network will be impacted if it fails, making communication impossible. As a result, it is a less trustworthy choice when compared to topologies like Mesh.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
16
A meager bandwidth: All network traffic is routed through the central node, which can result in bottlenecks and constrained bandwidth across the board. Performance may be affected if
Lakewood IT works with a lot of data flow.
Dependent on central hub: In a Star topology, the center node is the sole hub where devices may communicate. Every kind of communication will be halted if the central hub malfunctions.
Capital Costs
Line Item Description
Quantity
Unit Price
Unit Price Total
Workstations
45 (15 per location)
$1000
$45,000
VoIP Devices 45 (15 per location)
$200
$9,000
Headsets
45 (15 per location)
$50
$2,250
Gigabit Switches
3 (1 per location)
$300
$900
Network Cables
135 (45 per location)
$10 per cable
$1,350
Total
$58,500
Mesh Topology
All of the devices are linked together over numerous channels in a mesh architecture, providing redundant communication connections (Chiti, Fantacci & Pierucci, 2019). The following are a Mesh topology's main attributes:
Benefits
Redundancy: When compared to other topologies, the Mesh topology provides the maximum amount of redundancy. There are several backup communication routes available in the event that one line is unavailable, maintaining continuous connectivity.
17
High bandwidth: The Mesh architecture delivers high bandwidth and can handle enormous volumes of data transfer without any bottlenecks because all devices are connected through many lines.
There is no single point of failure in a mesh architecture since each device is linked to several nodes. As a result, it is a very dependable choice for Lakewood IT, where network outages can have serious repercussions.
Better performance: Reliable pathways reduce network congestion, which improves performance.
Limitations
Cost: Compared to other topologies, setting up a Mesh topology involves a large quantity
of cabling and networking hardware.
Complex to manage: Managing and troubleshooting a Mesh topology may be difficult and time-consuming as the number of devices and links rises.
Expanding the network is difficult since adding new devices to a Mesh architecture also calls for more wiring and configuration.
Capital Costs
Line Item Description
Quantity
Unit Price
Unit Price Total
Workstations
45 (15 per location)
$1000
$45,000
18
VoIP Devices 45 (15 per location)
$200
$9,000
Headsets
45 (15 per location)
$50
$2,250
Gigabit Switches
9 (3 per location)
$300
$2,700
Network Cables
225 (75 per location)
$10 per cable
$2,250
Total
$61,200
Recommendation and Justification
Both the Star and Mesh topologies have their own advantages and disadvantages after examining their advantages and restrictions. However, the Star topology would be the best choice taking into account the needs and constraints of Lakewood IT.
The Star topology is a good option for a developing company like Lakewood since it first
provides improved scalability (Feng, Yan & Liu, 2019). Future corporate growth will be simple since it may add or remove devices without affecting the network as a whole. As a consequence, network administration would be more effective and save money.
Second, Lakewood IT relies heavily on the Star topology's centralized control and straightforward troubleshooting. The central hub would offer superior control and visibility over the network because of the huge volume of network traffic and continual connection between sites. This will facilitate the swift detection and repair of any network problems, minimizing downtime and enhancing performance.
Last but not least, the Star topology is a more practical choice for Lakewood IT due to its low cost. Because this is a new installation, the firm could only have a little budget. Compared to
a Mesh topology, the Star topology uses fewer equipment and cabling, saving the business a lot of money.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
19
Final Recommendations
It is advised that Lakewood IT establish a Star topology and use Microsoft Office 365 and Intuit QuickBooks as their SaaS solutions based on the investigation and evaluation of several possibilities. This will enhance the organization's overall performance and solve the ineffective IT support department.
Lakewood IT will have scalability thanks to the Star topology installation, enabling them to add or remove devices without causing network disruptions. Long-term cost reductions and improved network administration will come from this. The firm will also receive the increased capabilities, cost-effectiveness, and security features they need by employing SaaS products like Microsoft Office 365 and Intuit QuickBooks.
These suggestions taken together will have a favorable effect on the entire business in addition to the IT support department. Lakewood IT can draw and keep customers by providing effective IT assistance and controlled inventory management, which boosts revenue. Additionally, the utilization of SaaS solutions will improve productivity and streamline operations, improving the organization's overall performance.
Summary/Conclusion
The ineffective IT support departments that Lakewood IT is dealing with might possibly hurt the company's income and image. The organization sought analysis on SaaS and non-SaaS choices for installing IT services to address this issue, and as a result, owing to their capabilities, cost-effectiveness, and security features, selected Microsoft Office 365 and Intuit QuickBooks as
their top picks. After weighing the benefits and limitations of the Star and Mesh topologies, Lakewood IT decided that the Star topology was the best choice. This choice was made based on
20
its potential to offer the company's future expansion increased scalability, effective network administration, and cost savings. Overall, putting these suggestions into practice will assist Lakewood IT in resolving their IT support issues and propel the business forward.
21
References
Chiti, F., Fantacci, R., & Pierucci, L. (2019). Energy efficient communications for reliable IoT multicast 5G/satellite services.
Future Internet
,
11
(8), 164. https://www.mdpi.com/1999-
5903/11/8/164
Deepak, S., Anandakumar, H., Pavithra, S., Keerthika, V., & Nandhini, K. (2022, March). Performance Analysis of Star Topology for Small Networks Using Riverbed. In
2022 8th International Conference on Advanced Computing and Communication Systems (ICACCS)
(Vol. 1, pp. 2108-2111). IEEE. https://ieeexplore.ieee.org/abstract/document/9785012/
Feng, X., Yan, F., & Liu, X. (2019). Study of wireless communication technologies on Internet of
Things for precision agriculture.
Wireless Personal Communications
,
108
(3), 1785-1802. https://link.springer.com/article/10.1007/s11277-019-06496-7
Fernandes, B. G. (2023).
Project development in Salesforce Marketing Cloud
(Doctoral dissertation). https://run.unl.pt/handle/10362/149809
Gomathi, N., Chandravathi, C., & Gugapriya, G. (2023). Design and Development of Cloud Based Encrusted Security as a Service.
Scandinavian Journal of Information Systems
,
35
(1), 1072-1080.
Moore, D. (2022).
Financial Recordkeeping Strategies for Small Businesses
(Doctoral dissertation, Walden University).
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
22
Öhman, M., Arvidsson, A., Jonsson, P., & Kaipia, R. (2021). A knowledge-based view of analytics capability in purchasing and supply management.
International Journal of Physical Distribution & Logistics Management
,
51
(9), 937-957.
Revanna, J. K. C., Arikan, E., Niture, N., & Al-Nakash, N. Y. B. (2023). Advanced Route Optimization using Hybridized Salesforce Geopointe Package. In
ITM Web of Conferences
(Vol. 53). EDP Sciences.
Sunkari, S. (2022). A Brief Review on CRM, Salesforce and Reasons Stating Salesforce as One of the Top CRM’s.
Salesforce and Reasons Stating Salesforce as One of the Top CRM’s (June 18, 2022)
. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=4158451
Taherdoost, H. (2023). E-Business Models and Strategies. In
E-Business Essentials: Building a Successful Online Enterprise
(pp. 25-50). Cham: Springer Nature Switzerland. https://link.springer.com/chapter/10.1007/978-3-031-39626-7_2
Tamunomiebi, M. D., & Okpara, E. N. (2020). Quality circles and intra-organizational group cohesiveness.
Kuwait Chapter of the Arabian Journal of Business and Management Review
,
9
(1), 40-45.
Weerasuriya, G. T., Pereira, J., Perera, S., & Nanayakkara, S. (2022). Software for IT Project Schedule and Cost Management. In
Managing Information Technology Projects: Building a Body of Knowledge in IT Project Management
(pp. 390-410). https://www.worldscientific.com/doi/abs/10.1142/9789811240584_0014
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help