It599 Kaplan Pier Recap Report

The United States Air Force manages a global network supporting over eight hundred thousand users (Gibson & Fair, n.d.). Administering a network on that scale requires an organized approach to providing IT services to a vast customer base. Information Technology (IT) Service Management is the framework and imbedded processes by which an IT organization both manages the services it provides and delivers those services to customers (Drogseth, 2015). The Air Force utilizes the Remedy system to automate Service Management functions for its enterprise network. Remedy provides the various system users with multiple features to streamline and optimize their respective Service Management functions to include the Network Help Desk (United States, 2014). Without

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

4. A road map indicating the direction of systems development, the rationale, the current systems, new developments to consider, the management

As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers

The QA Organization team is responsible for all non-unit testing. It is the project leader’s responsibility to ensure all inspections and unit tests are performed. The schedule for these will be placed in the SPMP.

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

These use cases would drive the goals of the project and our general though and planning process to the user interface.

The following specific aims will aid us in achieving majority of our research goal towards this

b. What will the new system accomplish? What functions will it perform? Which organization goals will it support?

| |is reviewed and updated at the end of each management stage by the Managing a Stage Boundary process, and |

Device an implementation strategy that would guarantee the support of the divisions presidents for the shared customer service center.

The main problems with the existing system and goals for the future system identified as below:

Customer relationship management systems help services representatives to improve customer services and to support clients. Service representatives use call center and help desk software to satisfy clients. Call center software transfer customer calls to agents based on the kind of service the customer need and the agents experience in the subject. When customers have any problem or are insure about a service or product, representative uses help desk software to give clients the needed data.

Use this section to identify the design documents that have been developed and summarizes the overall solution design in a succinct statement. Also, define why each of these design documents is necessary for the project.

This report was compiled by a team of professional project managers and gives an objective insight to the project in full.