The Project to be studied is an implementation of a work assignment and tracking system in an IT department in a large company in North America. The IT Department before the project was started, had undergone a management change and a reorganization due to corporate cost cutting and restructuring during the economic downturn of the past three years which was started during the last year of the Clinton administration.

The previous structure of the IT organization was teams of people that support specific applications in the system, and the business users of a particular application contacted the team assigned to their application for system enhancements and support. There was no system for managing and tracking projects and tasks, and it was left to the managers of each team to handle their project prioritization, assignment and tracking. This structure was changed to a pooled resource structure where IT staff people were grouped by functional areas (such as mainframe support group, pc support group, web applications, etc). The IT structure was no longer hierarchical and the work was no longer handed down in a top down approach thus creating a need for a new procedure and new way of managing

The four phases for this project was combined into one because of the time constraints and since it was a packaged software approach and the main components no longer needed development and testing. Most of the development involved loading tables that the package uses such as logon ids, departments, user data etc, and the customization of the user interfaces. The necessary components of Remedy were installed and hooked up with the web servers and the email system. Before final rollout, it was given a trial basis by one representative in each IT group and finalized based on the recommendations of each representative. Once the work flow system was ready, the IT staff were trained on how to use it and how work should flow through the organization.

Analyzing the System Concept Development Phase

The physical characteristics of the system are designed during this phase. For this project, after reviewing the requirements, the only option that would work was an out of the box solution such as the Remedy Action Request System. Since it was already being used by the Help Desk team, it has already proven itself as a flexible and reliable system to use. As a help desk software it allows entry of work request, assigns work, allows a way to log the progress of a request and stores all the history regarding a request.

The project as a whole went through a couple of cycles of the SDLC due to different implementations. But the final result was relatively successful since it incorporated the ideas that Trepper suggested in his article “Getting an edge on the competition” which was about process management. According to Trepper, process management “ should also cover the establishment of actual development phases and activities, creation of a workflow among participants, and selection and implementation of tools and techniques best suited to the task.” This was accomplished by the Remedy AR system.

Finally, two long-term approaches were pr

Some topics in this essay:
America Department, Help Desk, Analysis Phase, Implementation Phase, Planning Phase, Microsoft Excel, Analyzing Initiation, AR System, According Trepper, Development Phase, help desk, business users, remedy ar, ar system, remedy ar system, planning phase, system help desk, system implemented, packaged software, phase phase, workflow system, company wide, functional user requirements,