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Ctts Case Study Milestone 1 & 2

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| Coastline Systems Consulting Phone: 555-555-5555 Fax:555-555-5555 | | DATE OF REQUEST | SERVICE REQUESTED FOR DEPARTMENT(S) | 11/2/2011 | Tech Support / IT consultants |

SUBMITTED BY (key user contact) | EXECUTIVE SPONSOR (funding authority) | Name Douglas Davies | Name Peter Charles | Title Web Programmer | Title President / Analyst | Office Coastline office | Office Coastline Office | Phone 555-555-5555 | Phone 555-555-5555 |

TYPE OF SERVICE REQUESTED: Information Strategy Planning Existing Application Enhancement Business Process Analysis and Redesign Existing Application Maintenance (problem fix) New Application Development Not Sure Other (please specify ____________________________________________________________

___________

BRIEF STATEMENT OF PROBLEM, OPPORTUNITY, OR DIRECTIVE (attach additional documentation as necessary)The company is unable to adequately keep track of their client’s hardware and software configurations.Tech Support is unable to access information from home. This causes them to be unable to fully support their clients in the fieldClients are unable to enter service requestTechs are unable to track hardware installationsConsultants are unaware of any work previously done on a prior job. |

BRIEF STATEMENT OF EXPECTED SOLUTION A new system is to be created, both responsive to clients and helpful to technicians, that allows techs to access and update data and software configurations remotely. It will also allow them to track installations as they occur. The system will also allow clients to enter service requests remotely. The system will also allow technicians to document the work done on those requests, and for everyone to be able to see the history and status of each request. | ACTION (ISS Office Use Only) Feasibility assessment approved

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