Case Analysis: Implementation of an IT Ticketing System

Project Start Date 8/1/2023 (Tuesday) Display Week 1 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
Project Lead 31 Jul 2023 7 Aug 2023 14 Aug 2023 21 Aug 2023 28 Aug 2023 4 Sep 2023 11 Sep 2023 18 Sep 2023
31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
% WORK
WBS TASK START END DAYS M T W T F S S M T W T F S S M T W T F S S M T W T F S S M T W T F S S M T W T F S S M T W T F S S M T W T F S S
DONE DAYS
1 Vedor Selection & System Installation - -
1.1 Evaluating the System Tue 8/01/23 Tue 8/08/23 8 100% 6
1.2 Selecting the best System Wed 8/09/23 Sun 8/13/23 5 100% 3
1.3 Installing the System Mon 8/14/23 Mon 8/14/23 1 100% 1
1.4 Allign the workflows Tue 8/15/23 Thu 8/17/23 3 100% 3

2 User Training - -
2.1 Conduct Training Session Fri 8/18/23 Tue 8/22/23 5 100% 3

2.2 Educating about the system Wed 8/23/23 Fri 8/25/23 3 100% 3

2.3 Update support tickets Tue 8/22/23 Fri 8/25/23 4 90% 4

3 Submission & Handling Process - -

3.1 Create Support Ticket Tue 8/22/23 Mon 8/28/23 7 100% 5
3.2 Relevant Attachments Tue 8/29/23 Sat 9/02/23 5 80% 4
3.3 Assigned Unique ID Sun 9/03/23 Mon 9/04/23 2 100% 1

4 Ticket Assignment & Prioritization - -

4.1 Assigned IT Support Technician Tue 9/05/23 Tue 9/05/23 1 100% 1
4.1.1 Technician review the tickets Wed 9/06/23 Fri 9/15/23 10 100% 8
4.2 Prioritizing for the urgency Sat 9/16/23 Mon 9/18/23 3 100% 1

5 Ticket Tracking & Communication

5.1 Tracking the status of the tickets Tue 9/19/23 Tue 9/19/23 1 100% 1
5.2 IT communicating for the urgency Wed 9/20/23 Fri 9/29/23 10 100%

6 Problem Resolution
6.1 Resolving the issues Sat 9/30/23 Wed 10/04/23 5 100% 3
6.2 Collaboration to solve problem Thu 10/05/23 Sat 10/14/23 10 100% 7

7 Escalation & SLA Management

7.1 Escalation for the issues Sun 10/15/23 Tue 10/24/23 10 90% 7
7.2 Monitor SLA and take actions Wed 10/25/23 Mon 10/30/23 6 100% 4

8 Reporting and Analytics

8.1 Generate report from the system Tue 10/31/23 Thu 11/09/23 10 95% 8
8.2 Provide Insight for improvements Fri 11/10/23 Fri 11/17/23 8 100% 6

9 Continuous Improvement
9.1 Regular reviews Sat 11/18/23 Wed 11/22/23 5 100% 3
9.2 Using the feedback for Enhancement Thu 11/23/23 Sat 12/02/23 10 95% 7

10 Security and Access Control

10.1 Controlled the sensitive information Sun 12/03/23 Sun 12/17/23 15 100% 10
10.2 Implementing security to prevent breaches Mon 12/18/23 Tue 12/26/23 9 100% 7