BUSINESS PROCESS DEFINITION AND REQUIREMENTS
Table of Contents
1.0 BUSINESS OBJECTIVES FOR IT OPTIMIZED SUPPORT SYSTEM
The IT infrastructure for many organizations is difficult to setup and maintain properly. This difficulty is due to the fact that the installation of new systems require different configuarations for all the different types of computers that exist within an organization. The objectives for the Auto Batch Software Installation System is to create a web based application that stream lines the process, lessens the amount of human interaction involved with the installation process and maintains a history of the configurations used for each installation performed.
2.0 BUSINESS REQUIREMENTS
The requirements for the new process are:
- Software must operate correctly upon execution of the system.
- Software must be capable of being operated by people outside of the IT Department.
- Software must have an authentication system to prevent outside and / or undesired use.
- Software must be capable of running 24/7 except for maintenance windows that must occur during the weekends or holidays.
- Software costs must be less than or equal to the current cost of IT performing the same task.
2.1 PROCESS FLOWS
2.1.1 EXISTING PROCESS FLOW AND PROCESS STEPS
| Diagram Object | Description |
| IT Request sent out | User sends out a new request for an IT action |
| Request Evaluated for severity | Request is evaluated to determine if it is business critical and requires immediate attention, or if it can wait. |
| Request skips queue and gets immediate attention | If it's business critical it jumps the queue and gets instant attention from an IT professional |
| Request put in queue for non critical tasks | If it's determined to be non critical then the task gets tossed onto the bottom of the queue for work later. |
| Free time to work on tasks in queue | Evaluate whether there is free time to work on tasks in the queue. If yes, work on it now, if not wait and try again later. |
| Analyze request | Request is analyzed to determine what sort of action needs to be taken |
| Does Request require new purchase order | Request is checked to see if it will require a new purchase order to progress forward |
| Install software | Software is installed by an IT professional and configured to the company's specifications/standards |
| Send out result to requesting user | Result of the IT request is sent back to the requestor. |
| Send in PO request | Purchase order request is sent out to the PO system. From here they will decide whether or not to approve the request |
| Wait | Everybody except people involved with the PO wait until that is resolved |
| Order status | Order status is evaluated. If it's approved then the software is installed. If it's not the IT process is finished and the requestor is alerted to the results |
| End system | IT System has completed all of its tasks |
2.1.2 PROPOSED PROCESS FLOW AND PROCESS STEPS
| Diagram Element | Description |
| IT Request sent out | An IT request is sent from the user requesting new software to be installed on their system. |
| Similar Request Received before | Determines if the system has received a similar request for the same software. Yes: Process moves to the Email Link for Software Installation step. No: Process moves to the Analyze Request phase for the IT Department to determine the actions to be taken. |
| Analyze Request | The IT Department determines how to handle the request and the required software configuration to best handle the entered request. |
| Is a new purchase order required? | The IT Department determines if new software has to be purchased in order to meet the user's request. Yes: Process moves to the Submit PO Request step. No: Process moves to the Record actions taken and the software supplied step. |
| Submit PO Request | The IT Department submits a purchase order for the required software. |
| Wait | Wait for the status of the purchase to change. |
| Order Status | Determines the action to be taken based on the current purchase order status. Request Open: Process goes back to the Wait step. Request Denied: Process moves to the Record reason for denial step. License Acquired: Process moves to the Record actions taken and the software supplied step. |
| Record reason for denial | The IT department enters the reason why the requested software could not be purchased into the system. |
| Alert user of request denial | An email is sent to the user indicating that the entered request can not be fulfilled and the reason why the requested software could not be purchased. After this step, the system is done. |
| Record actions taken and the software supplied | The IT Department supplies a detailed description of the steps taken to fulfill the request as the software supplied to the user along with the software installation configurations. |
| Email link for software installation | An email is sent to the user containing the software installation link. |
| Authenticate User Credentials | The user credentials are validated to ensure that the user is allowed to download this software. |
| Credentials Valid? | Determines the action to be taken based on if the entered credentials are valid. Yes: Process moves to the Install Software step. No: Process moves back to the Authenticate User Credentials to prompt the user to enter the credentials again. |
| Install Software | The software is downloaded from the system and is installed on the user's computer. |
| Record Installation Status | The system records any warnings or errors that occur during the installation process. |
| Installation Successful? | Determines if the software installed successfully on the user's computer. Yes: The system goes to the End System step to indicate that the request has been satisfied. No: Process moves to the Alert IT Department of Failure step. |
| Alert IT Department of Failure | An error report is emailed to the IT Department indicating why the software installation failed. |
| Troubleshoot cause of failure | The IT Department troubleshoots the causes of the error and reconfigure the installation to fix the cause of the installation failure. |
| Maintain a history of actions taken | The IT Department maintains a list of every action taken during the troubleshooting process and the results observed while testing the fix implemented. |
| Issue Resolved | Determines if the troubleshooting taken by the IT Department was successful in resolving the installation error. Yes: Process moves to the Record Steps involved with solving the issue correctly. No: Process moves back to the Troubleshoot cause of failure step so that the issue can be resolved. |
| Record Steps involved with solving the issue correctly | The IT Department indicates the steps taken to resolve the issue correctly to maintain a history of the steps for future purposes in case the same error occurs again. |
2.2 NEW PROCESS REQUIREMENTS
Business Requirements
Software costs must be less than or equal to the current cost of having IT accomplish this task. Priority: High
System Requirements
Software must be capable of running 24/7 except when down for maintenance Priority: High
Software must operate correctly upon execution of this system. Priority: High
Security Requirements
Software must have in place authentication systems to prevent outside / undesired use. Priority: High
Personnel Requirements
Software must be capable of being operated by people outside the IT Department. Priority: Medium
2.3 BUSINESS IMPACT
The envisioned impact to business from this system is great. With proper implementation this system would create a shorter wait time than having to deal with IT for all or at least major software needs. It frees up valuable personnel for other tasks – instead of having to install software on a new employee’s computer or installing simple applications on a roomful of desktops, the IT personnel can focus on larger scale tasks that require expertise. This system, does also bring a couple of known issues for the table. This would create a new infrastructure cost which may not be right for every company out there as it has a sizeable amount of up front spending and not all companies can wait for the back end savings to catch up to them. Additionally, it creates a need for new jobs to maintain the system, thus added personnel and responsibility. This can also be a double edged sword, if the system proves effective enough the company could simply relegate some of their other IT people to it and exist with the same number as before, only with fewer people having to work on such tasks.
2.4 TECHNOLOGY IMPACT
This system impacts the technological state of a company a great deal. It necessitates new equipment for hosting the websites, or repurposing of older hardware that is still up to the task. Another key factor is security – this system will introduce a high level of security into the technological side of the business which could benefit the company further should they choose to adopt these systems to other tasks. This also has the effect of needing software to be distributed to all computers in the company, and without proper handling of this task it could greatly damage productivity for the time. Finally, if such a system is entirely new to a company, the additional network drain of having everything coming over the network could be staggering.
3.0 ASSUMPTIONS
We assume it will decrease costs over time and greatly increase efficiency. It’ll free up experienced personnel for other tasks. It’ll simplify workflow for all business involved (Less paperwork).
4.0 ISSUES
Forseeable issues with the system as envisioned include potential difficulty of implementation, as well as startup infrastructure costs.
5.0 PROJECT SUCCESS CRITERIA
- Software being simple enough for someone will little or no training can utilize it.
- Software secure against all practical attacks
- Software costs not weighing the costs of the pre-existing methods.