HEADHUNTING THE FUTURE Augmenting Information Technology Support Systems at Mandrake Management Consultants Inc Assignment 3 Detailed Design of an Information System CMR Consulting team 30 Charissa Lai Martin Ross Ruslana Goncharenko Course CSC340s Date April 16 2001 TA Bowen Hui Presented to Professor John Mylopoulos 1 of 70 TABLE OF CONTENTS 1 INTRODUCTION 5 1 1 CURRENT SYSTEM 5 1 2 RECOMMENDED SOLUTION WEB BASED IT SUPPORT FORM 5 1 3 REQUIREMENTS ANALYSIS 5 1 3 1 Functional Requirements 5 1 3 2 Non functional Requirements 5 2 GLOBAL ARCHITECTURE 7 2 1 SOFTWARE ARCHITECTURE 7 2 1 1 Client Server Architecture 7 2 1 2 Three Tier Web Architecture 7 2 2 COMPUTER NETWORK 8 2 3 HARDWARE 8 2 4 SOFTWARE 9 2 4 1 Operating System 9 2 4 2 Web Server 9 2 4 3 Database 10 2 4 4 Conclusion 10 2 5 SOFTWARE COMPONENTS 10 2 5 1 Business Objects 11 2 5 2 Database Package 13 2 5 3 User Interface Package 14 3 DATABASE DIAGRAMS 15 3 1 DATABASE CONCEPTUAL CLASS DIAGRAM 15 3 2 TYPICAL OPERATIONS 17 3 3 WORKLOAD DATA 17 3 3 1 Table of volumes 17 3 3 2 Table of operations 17 3 4 REDUNDANCIES 17 3 5 TABLES OF ACCESSES 18 Operation 1 18 Operation 2 18 Operation 3 18 Operation 4 18 Operation 5 19 Operation 6 19 Operation 7 19 Operation 8 19 Operation 9 19 Operation 10 20 3 6 COST COMPARISON 20 3 7 DECIDING ABOUT REDUNDANCIES 20 2 of 70 3 8 3 9 3 10 3 11 3 12 3 13 4 REMOVING GENERALIZATIONS 21 PARTITIONING AND MERGING OF CONCEPTS 21 SELECTING PRIMARY IDENTIFIERS 21 TRANSFORMATION INTO RELATIONAL MODEL 21 NORMALIZATION 21 CLASS DIAGRAM AFTER RESTRUCTURING 22 USER INTERFACE DESIGN 23 4 1 DESCRIPTION OF USER GROUPS 23 4 2 STATE DIAGRAMS DESCRIBING THE DIALOGUES SUPPORTED BY THE INTERFACE 23 4 2 1 General User Dialogue Structure 24 4 2 2 IT Support Staff Dialogue Structure 24 4 2 3 IT Manager Dialogue Structure 24 4 3 MOCK UPS OF WINDOWS 24 4 4 WEBSITE DESIGN 25 4 4 1 Site Map 25 4 4 2 The Page Schema in the ADM Schema 26 4 4 3 The Heterogeneous Union and Form in the ADM Schema 26 4 5 INPUT OUTPUT DESIGN 26 4 5 1 Input Design 26 4 5 2 Output Design 26 4 5 3 Internal Controls for Inputs Outputs 26 4 6 JUSTIFICATION THAT THE INTERFACE DESIGN MEETS RELEVANT REQUIREMENTS 27 5 CONCLUSION 27 6 APPENDICES 29 6 1 APPENDIX INTRODUCTION 29 6 1 1 Related Factors and Constraints 29 6 1 2 Evaluation Process and Criteria 29 6 1 3 Recommendations 29 6 1 4 Selected Alternative Web Based Support Request Form 29 6 1 5 Requirements Details 30 6 2 APPENDIX PROGRAM DESIGN 33 6 2 1 Business Objects Package 33 6 2 2 ActiveUser 33 6 2 3 ITManagerInterface 33 6 2 4 ITSupportPersonInterface 35 6 2 5 Mailer 40 6 2 6 SupportRequest 40 6 2 7 SupportRequestCore 42 6 2 8 SupportRequestList 45 6 2 9 SupportRequestLogEntry 46 6 2 10 UserInterface 46 6 2 11 Database Package 47 6 2 12 ADORecordset 47 6 2 13 AuthenticationUser 48 3 of 70 6 2 14 ITManager 48 6 2 15 ITSupportPerson 48 6 2 16 StaffMember 48 6 2 17 SupportRequestDataBase 48 6 2 18 UnifiedUser 48 6 2 19 IIS 5 0 ASP Page 49 6 2 20 Security 49 6 2 21 Authentication 49 6 2 22 Dispatcher 49 6 2 23 GeneralUserInterface 50 6 3 APPENDIX GLOBAL ARCHITECTURE SUPPORTING EVIDENCE 51 6 4 APPENDIX DATABASE DIAGRAMS 52 Operation 1 52 Operation 2 52 Operation 3 52 Operation 4 52 Operation 5 52 Operation 6 53 Operation 7 53 Operation 8 53 Operation 9 53 Operation 10 54 6 5 APPENDIX USER INTERFACE DESIGN 55 6 5 1 Dialogue Structures for User Groups 55 6 5 2 Mock ups of Windows 58 6 5 3 Website Design 64 6 5 4 Output Design Charts 66 6 5 5 Error Message Popup for Internal Controls for Inputs 67 6 6 APPENDIX SUPPORTING EVIDENCE 68 6 6 1 Interview with Tom Metaxas 68 6 7 SUPPORTING DOCUMENTATION 69 6 8 APPENDIX TEAM REPORT FORM 70 4 of 70 1 Introduction Mandrake Management Consultants is an executive search firm that relies heavily on the work of its consultants In this day and age of modern and competitive executive search consultants find dire need for proficient and stable infrastructure from IT resources within the company Since IT is so critical to the consultants and associates jobs it is imperative that an efficient and reliable IT support infrastructure exist Without this Mandrake will fall flat behind its more efficient competitors 1 1 Current System Reflecting Mandrake s rapid growth the current IT support process and infrastructure is extremely informal For example if a consultant has a problem with his her computer he she uses a variety of methods to inform Tom Metaxas of the problem whether it is e mail ICQ phone a direct visit or other There is no written policy in place or communicated to employees regarding prioritization of IT support This structure is very time consuming for the IT director since most of the time he is busy handling unorganized support requests when his time should be spent on network and system administration Therefore the current system has serious flaws in both administration and support area 1 2 Recommended Solution Web based IT Support Form The best alternative for this problem was the support form that will reside on the intranet Users will fill out their IT requests on a standardized form that has details including the type of the problem hardware application related etc difficulty and priority of the problem can the user continue his her job for the moment and other information that will assist in smooth lining the IT department s job resolving 1 3 Requirements Analysis 1 1 3 1 Functional Requirements Functional Requirements involve having the system being able to Authorize and verify the user s accessibility to the system Allow users to reset the form submit their requests and to receive confirmation of system reception or processing Allow users to check the status of their requests cancel or modify the submitted ones Allow support staff to view requests parse information submitted by users add notes list pending requests list all the requests check what requests are being currently processed schedule the time to process the selected requests and choose the action with which to proceed Provide detailed information regarding the unique ID assigned to the problem priority estimated complexity problem category completion date and all the details about the user and his her interpretation of the problem Allow support staff to store the processed requests in the database and do relevant general processing Generate monthly or weekly reports based on the data stored in the archived database 1 3 2 Non functional Requirements 1 3 2 1 Interface requirements There will
View Full Document
Unlocking...