PROBLEM STATEMENT MATRIX

PROJECT: Client Technology Tracking System | PROJECT MANAGER: Peter Charles | CREATED BY: Gary Moreau | LAST UPDATED BY: Gary Moreau | DATE CREATED: 01/14/2012 | DATE LAST UPDATED: 01/14/2012 |

Brief Statements of Problem, Opportunity, or Directive | Urgency | Visibility | Annual Benefits | Priority or Rank | Proposed Solution | 1. The process presently in place prevents the service technician to obtain an accurate hardware inventory which increase traveling time from and to the office. | 6 months | High(Service Technician) | . | 1 | New DevelopmentDesigning a Database which will provide technician with the capability to view available information | 1. Service Technician travel back to the office to obtain additional equipment which reduces the billable hours to the client since the technician is not on site. | 6 months | High | | 1 | New DevelopmentTechnician would be able to view information pertaining to equipment | 2. Clients need the ability to request service remotely to reduce the call volume to storefront. Client needs to be able to view status of the request service and will need to be informed once the service call has been finalized. | 6 months | Medium(Client) | | 2 | New DevelopmentA Web interface will assist in resolving this deficiency by providing the client the ability to create a service request online. The system will generate a ticket number which the customer can go back to check the status of the job and remarks. Once the job is closed an email will automatically be generated with documentation | 3. Service Technician needs the ability to view note and the ability to track prior reports for specific hardware including the ability to view equipment stock, and service history within that organization. | 6 months | low | | 3 | New DevelopmentThe database design will include a reporting function which will allow the service technician to run statistical report to obtain prior notes from other service technician and to see stock levels and service history. | 4. Clients will need to create an account via the web portal. A Certificate will download and to obtain a secure connection via the web portal. | 6 months | low | | 3 | New DevelopmentFor security measure it will be mandatory for clients to change their password every 90 day. They will be responsible to manage this | 5. Service Technician will need to know the configuration of all the equipment that were installed by them at the all the clients for the past two years. | 6 months | High | | 1 | New DevelopmentA knowledge database will be created to insert all the equipment configuration IP address port numbers for all equipment’s install for the past two years. The database will also include error codes and solutions for quick resolutions | 6. All Assets needs to be tracked once they are received in the office to and coastline will need to know where the equipment’s are being installed. | 6 months | High | | 1 | A database will be created to inter all equipment and a weekly inventory report can be created to ensure all assets are accounted for. |