Incident Management System TBD Investments System Request Incident Management System Project Sponsor: Jonathan Moore, CIO Project Team: Beverly Orr and Darren Baker

What is our Business? TBD Investments Growing investment firm with locations nationwide Manage diversified portfolios for small and medium-sized businesses Deliver strategic merger and acquisition advisory services Commercial Real-Estate Financing

Business Need Incident Management System TBD Investments Business Need Incident Management System Create an Incident Management System to be used by all groups within a department Identify common or reoccurring problems Asset tracking Knowledge management Software license tracking

Business Requirements Incident Management System TBD Investments Business Requirements Incident Management System Receive email notifications for opened, updated and closed calls Dashboard view of opened incidents to manage workload Tracking of all calls to assist with internal audits Customer access to input, review or close requests via the intranet Produce management reports

Business Value Incident Management System TBD Investments Business Value Incident Management System Intangible Increase customer support efficiency Reduce problem resolution time Reports generated will allow proactive measures to be taken Tangible Decrease system and customer downtime by 25%

Special Issues or Constraints Incident Management System TBD Investments Special Issues or Constraints Incident Management System Required system completion before January 2007 IT employees need authentication for access Access will be determined by role Customer authentication required for self service systems.

Incident Management System TBD Investments Incident Management System Questions or Comments?