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Gantt Chart BPM

The document outlines the implementation plan for an IT ticketing system over a 10 week period. It details the key tasks needed like vendor selection, user training, ticket handling processes, and ongoing maintenance. The plan aims to setup the system and train users in the first 5 weeks before focusing on ticket management, problem resolution, and reporting in the following 5 weeks.

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19 views1 page

Gantt Chart BPM

The document outlines the implementation plan for an IT ticketing system over a 10 week period. It details the key tasks needed like vendor selection, user training, ticket handling processes, and ongoing maintenance. The plan aims to setup the system and train users in the first 5 weeks before focusing on ticket management, problem resolution, and reporting in the following 5 weeks.

Uploaded by

h4pd7qzgmf
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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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

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