1. CATS

2.  Our Team  Our Client  Statement of Purpose  The Previous System  The New System  Problems and Considerations  Recommendations  Costs and Benefits  Conclusion  Q&A

3. Team MemberProject Role Holly GraysonProject Manager Devon LionasGraphics and Presentation Coordinator Charlie GuanProject Secretary Melina SparksWebsite Design Analyst Fora WongDocument Lead Designer Nader YafiWebsite Design Programmer

4.  The University of Victoria’s Computer Help Desk (CHD) ◦ Decision Support Services, A/V, Admin  Resource that students, faculty use for technical assistance  For Profit organization  Funding provided by tuition fees  All use same ticketing mechanism, HOMER

5.  To create a streamlined, improved, and more efficient UVic ticket tracking system, based off HOMER  Used to track and update work orders  Multiple users ◦ Decision Support ◦ A/V ◦ Administration  Customized to Uvic’s needs  Developed and maintained by UVic

6. HOMER 0 HUMPR LDAP CHD Consultant s Clients CHD Managers DSS and Techs Request ticket Return ticket Create new ticket Update ticket Request ticket Return ticket Create new ticket Update ticket Return ticket assignment info Assign ticket to worker Return Director y info Request Director y info Update ticket Create new ticket Request ticket Return ticket Request ticket Return ticket

8. Create View 2.0

9. Compute Trends 5.0

10. Manage Ticket Progress 7.0

11. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Client Search No results to display Client last name Go

12. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Client Search No results to display Client last name Sparks Go

13. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Client Search Client last name Sparks Sparks, Melina Sparks, David Go

14. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Client Search Client last name Sparks Sparks, Melina Sparks, David Go

15. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Ticket Type Problem Description Save and Submit Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Backup Data and reinstall OS

16. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Ticket Type Problem Description Email Netlink DSS ESC CHD HW DELL HW MAC HW AV ESC Other Melina Sparks Save and Submit Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

17. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Ticket Type Problem Description Email Netlink DSS ESC CHD HW DELL HW MAC HW AV ESC Other CHD HW Backup Data and reinstall OS Melina Sparks Save and Submit Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

18. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Ticket Type Problem Description CHD HW Backup Data and reinstall OS Melina Sparks Save and Submit Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

19. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Ticket Type Problem Description CHD HW Backup Data and reinstall OS Submitted!! Melina Sparks Save and Submit Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

20. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Backup Data and Reinstall OS Problem Description Generate BIll Important Notes Insert Update Melina Sparks Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Client needs computer by 15/03/2014

21. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Problem Description Create Bill Client needs computer by 15/03/2014 Important Notes Insert Update Backup Data and Reinstall OS Generate BIll Melina Sparks Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

22. Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Generate BIll Backup Data and Reinstall OS Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Important Notes Insert Update Client needs computer by 15/03/2014 Update Type Time Details Save and Submit

23. Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Generate BIll Backup Data and Reinstall OS Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Client needs computer by 15/03/2014 Important Notes Insert Update Update Type Time Details Save and Submit CHD SW CHD HW Other

24. Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Generate BIll Backup Data and Reinstall OS Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Client needs computer by 15/03/2014 Important Notes Insert Update Update Type CHD SW Time 1 Hr Details Reinstall OS and Did Windows Updates Save and Submit

25. Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Generate BIll Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Client needs computer by 15/03/2014 Important Notes Insert Update Submitted! Backup Data and Reinstall OS

26. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Client needs computer by 15/03/2014 Important Notes Insert Update Backup Data and Reinstall OS Generate BIll Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

27. Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Create Bill Client needs computer by 15/03/2014 Important Notes Insert Update Generate Bill Backup Data and Reinstall OS Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History

28. Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Generate BIll Backup Data and Reinstall OS Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Client needs computer by 15/03/2014 Important Notes Insert Update Client Details Send Bill Total Time SW HW $50 Bill Total Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student

29. Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History Generate BIll Staff Schedule CATS Ticketing System My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Melina Sparks Problem Description Client needs computer by 15/03/2014 Important Notes Insert Update Bill Sent! Backup Data and Reinstall OS

30.  System implementation needs support of staff  Transferring data from the previous system to the new system may cause errors

31.  Implement the system during a weekend mid-semester  Limited access user-made tickets  Mobile app, integrated with UVic app  Historical data integration completed in phases  Allow old system to be accessed until historical data integration complete

32.  Tangible ◦ Time saved due to streamlined system ◦ Approximately 5 minutes saved per day by staff ◦ System coding standardization  Intangible ◦ Higher customer satisfaction ◦ Improved service reputation

33. Discount Rate: 0.05 Year01234Total Development$6,000.00 Maintenance$0.00$1,200.00$1,260.00$1,323.00$1,389.15$5,172.15 Total Cost$6,000.00$1,200.00$1,260.00$1,323.00$1,389.15$11,172.15 Present Value Cost$6,000.00$1,142.86 $10,571.43 Benefits$0.00$3,675.00 $14,700.00 PV Benefits$0.00$3,500.00$3,333.33$3,174.60$3,023.43$13,031.37 NPV-$6,000.00$2,357.14$2,190.48$2,031.75$1,880.57$2,459.94 Cum NPV-$6,000.00-$3,642.86-$1,452.38$579.37$2,459.94

34.  We were able to identify areas of improvement  We were able to develop a new outline of a system  Team work was greatly improved during the project  Ensuring everyone is on the same page is essential to success  Thank-you