ITEC 630 - Individual Project

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School

University of Maryland Global Campus (UMGC) *

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630

Subject

Information Systems

Date

Apr 3, 2024

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docx

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Ticket Purchase System Phase 1: Requirement analysis Problem Definition has been in business for the past 20 years, but for the past 5 years, they have struggled to compete with other airlines ticket sales, and their business is in decline. The Chief Information Officer, James Bond, has identified their online and face-to-face ticket and call-in ticket sales are at an all-time low and their online sales are dwindling annually. An organizational overhaul of their website, customer help services, and data purchasing methods need to be conducted to meet, or exceed, the capabilities of other airlines. Issues ebsite is outdated and has not been updated due to a lack of allocated funds to support hardware and software modernization, as well as information technology (IT) support. The shift in use from face-to-face purchases or calling the airlines to reserve tickets to a the more modern phone application or internet sales has been found to be the root cause in the decline of sales. Customer

John Hardegree UMGC, ITEC 630 feedback and surveys have found that overall support for is positive, but the lack of technological simplicity to purchase tickets supports the decline in sales as well. Objectives Design a modernized IT architecture that supports customer ticket sales and support while synchronizing with for customer service and ticket issuance. The customer needs to input personal data, flight request information and payment information. The airline needs to have a data repository for return users and their accounts, flight ticket tracking system providing updates to the customer, flight information on seat availability and flight schedules, and the customer service needs to have access to all the user’s information in case assistance is requested. D. Requirements Hardware Upgrades: Outsourced cloud-based solutions for hardware and data storage to handle customer surges of activity. Data Storage and Security: Scalable, large-scale cloud-based data storage plan with data breach prevention, notifications, and reaction services. Recommend finding a service with insurance and warranty. Customer Database: Customer personal identification information (PII), payment methods, username and password, and flight information. Software Upgrades: Upgraded website tied to hardware and data storage. Creation of phone application for Android and Apple users. 1

John Hardegree UMGC, ITEC 630 IT Support Services: Part of the outsourced cloud-based solutions that have authorized access to customer purchases and flight information in real time. Needs to have human in the loop ability as well as automated assistance for after-hours customer support. E. Constraints Time: The amount of time needed to fully upgrade the airlines to the standard of competitive airlines will take some time. Further evaluation will be needed to identify how long the upgrade will take to fulling implement and how to implement changes without disrupting sales. Cost: The costs of using the recommended cloud-based solutions will vary depending on the requested requirements. The amount of available funds needs to be identified so the organization can set a budget. After implementation of the upgrades, added costs for formal training and training aids need to be taken into consideration. Additionally, in order to help get the new system fully implemented with current and new customers, advertisement and legal costs should be examined to find the most suitable and safest method of the new system rollout. Training: Training at all levels needs to be completed so the airline can run its new system efficiently. From the CEO down to the customer service reps needs to understand how the system works as well as the capabilities and limitations. The cloud service IT department will also need training on meeting the expectations of their customer (), how they will implement change, and how feedback will be given back to the company. F. Description of the Proposed System The ideal system would provide customers the ability to create a secure account, log in using a web browser or a phone application, search for flights, pay for flights, receive digital confirmations, and flight information, and have an airline customer service representative around 2

John Hardegree UMGC, ITEC 630 the clock to help the customer. The airline app and web browser should provide reliable security features that allow customers to safely store their PII and payment information within them. They should also be easy to navigate for the customer to increase the likelihood of return users. After payment is completed on any transaction, the customer should receive confirmation, updates, and change email notifications for their flights. Both a human and an automated customer service representative should be available at any given time of the day to help customers resolve issues. Also, customer service representatives need to have access to the customer’s profile to assist them with their duties. The Airlines database needs to be able to pull the Federal Aviation Administration (FAA) flight information through the use of secure Application Programming Interfaces (API). G. Logical Model Design Data Flow Diagrams This context diagram shows the external entities to and how their information feeds into the Airline cloud-based system solution. The FAA provides updates to the airline database. The customer can log in, search the FAA provided flights, select a flight, and make payments using their web browser or application. The payment information stored in the airline database is used for payment processing. If the customer has issues with their flight, they can contact customer service who have elevated rights to access the customer’s account and flight information. 3

John Hardegree UMGC, ITEC 630 2. Descriptions of outputs/inputs/performance/security or controls Customer: Customer will input username and password to access the Airline Cloud Based Database System Solution. If the customer forgets their username/password, they will input their registered email address and will receive a link in their email to reset the password. The customer will input search criteria for flights and will receive results for available flights. The customer would select their flight and proceed to the online cart to checkout. The customer will input their credit card information for payment processing and will receive either a visual confirmation, as well as email confirmation, the payment went through, or the payment was declined. The customer will receive notifications either manually from customer service or automatically from the Airline Database. 4

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