Question

Business Inc. Services has been providing world class strategic IT leadership and hyper-efficient IT operational
support since 2012. They emphasize on providing personal value and attention to the clients and offer day to
day customer support service to quickly resolve their issues empowered by a cutting-edge technology. They are
tremendously devoted to serving the customers in the fields of information technology, telecommunication,
and web development, bridging the gap between the customers’ requirements and technology.
IT helpdesk department in Business Inc. Services provides services to its internal clients. It has 700 employees
in their offices in major cities of Australia. They are responsible for the IT help Desk Level 1 and 2 services. As
the business has grown from 400 employees in 2018 to 700 employees in 2019, the service provided by them
has started to become slow, resulting to the slow response to their customer queries. This can be because the
Service level agreement was not penned down and documented. The management has asked you to draft a
service level agreement and present it to the board in 2 week time.
Read the case study as Business Inc. Services and answer the following question on Task1. You can also use
your place of business but need to get approval by trainer prior to answering the questions.

Describe and explain business scheduling requirements
b. Discuss capacity planning and change control procedures
c. Identify current industry accepted hardware and software products including general features and
capabilities
d. Identify key features of the client business domain
e. Evaluate the help desk maintenance practices
f. Identify the role of stakeholders and degree of stakeholder’s involvement
g. Evaluate organisations current system functionality and functions of system under modification
h. What communication skills require to communicating stake holders and present complex information
i. What skills require to do research analyse complex data, information develop reports
j. What technical skills require providing advice on system and data gathering products?

Answer 1

1. It is evident from the case study that the business has grown rapidly within 1 year, and scheduling is one of the most sought requirements for service processes.

There will be 3 types of scheduling that Business Inc. Services will have to incorporate in order to pace up the response time of their customer queries.

1. Demand Scheduling – Involves assigning customers to a stipulated time for order fulfillment. This scheduling will automatically portray that the company is giving importance to the time of the customers, and it will ultimately help the employees to attend and accomplish all tasks related to a particular customer on time.
2. Workforce Scheduling – This will determine the work shifts of the employees. Proper implementation of the same will reduce unnecessary burden on individual employees and there will be no pending work for the next day. The moment one shift gets over on time, other set of employees will take over from the very point a work is left.
3. Operations Scheduling – Assigning jobs to workstations or assigning employees to jobs for a specified time period. This will make the employees time conscious and will ultimately help in accomplishing the work on time without delays.
4. It is evident from the case study that the business has grown rapidly within 1 year, and scheduling is one of the most sought requirements for service processes.

5. There will be 3 types of scheduling that Business Inc. Services will have to incorporate in order to pace up the response time of their customer queries.

6. Demand Scheduling – Involves assigning customers to a stipulated time for order fulfillment. This scheduling will automatically portray that the company is giving importance to the time of the customers, and it will ultimately help the employees to attend and accomplish all tasks related to a particular customer on time.
7. Workforce Scheduling – This will determine the work shifts of the employees. Proper implementation of the same will reduce unnecessary burden on individual employees and there will be no pending work for the next day. The moment one shift gets over on time, other set of employees will take over from the very point a work is left.
8. Operations Scheduling – Assigning jobs to workstations or assigning employees to jobs for a specified time period. This will make the employees time conscious and will ultimately help in accomplishing the work on time without delays.

Capacity Planning – In this technique a company can identify their requirements to fulfill the demand of the customers. It can be related to the number of systems or the capacity of the systems. This will also give an idea of the future processes that the company will be requiring due to change in demand or increase in the volume of demand.

The service level agreement has to be appropriate and must cater to the demand of the company and also highlight the areas the company is expanding rapidly so that in future the requirements are met with ease.

Without effective scheduling value chains will not meet their potential, for this reason enterprise resource planing systems that include scheduling applications are becoming more common.

A key feature of the client business domain is job flow time, which further shows the layers of processes a job goes through.

Job flow time = Time of completion - Time job was available for first processing operation.

Help desk maintenance will require to reduce errors in forecasts. In order to do that they need to do aggregation that clusters several similar services so that the company can obtain accurate forecasts.

Stake holders play a significant role in analyzing the progress of the company trough performance reports, reviewing financial data, project endeavors, etc. This in turn helps in identifying areas where funds need to ab allocated. They also ensure that CSR is being carried out by the company in the most effective way.

The organization's systems are up to date but need to be advanced in order to manage more number of cases and process more reports at the same time.

One needs to be highly aware about the industry trend in order to communicate effectively with the stake holders. An experience in the technical background and strong academic history are the keys to have a fruitful conversation with the stake holders and interpret present complex information.

Organizational skills are highly required for analyzing complex data.