1. CEM 515 Saeed A Al-Saeed (936091) Prepared for Dr. Abdulaziz A. Bubshait

2. Mission of the Computer Operations Department Provide Computer hosting environment for company business lines systems. Windows based hosting environment. Unix Based hosting Environment Maintains corporate computer systems such as Email and internet services.

3. Problem statement Lack of traceable service management system. Current customer’s service requests are received through: Emails Phone calls.

4. Effects Delay on service execution Rework of finished work Unbalanced workload among support analysts. Lack of service requests history Lack of knowledge for new employees

5. Pareto

8. Force field analysis Customers push to get there requests done. Management push to get requests completed. Seek to have good relationship with customers. Lack of coordination among support teams. Absence of proper service request management system Lack of evaluation based on achievement Absence of request dispatcher.

9. Cause and effect diagram

10. Solution Have an online workflow-based system to circulate service requests. Assign dispatcher for coming requests. Streamline communication among different support teams and smoothen communication. Establish response evaluation criteria Evaluate analysts based on their performance in response to assigned requests. Stop receiving service request through other channels.