Free Essay

Pieces Analysis

In: Business and Management

Submitted By MahraQa
Words 1469
Pages 6
Introduction Qatar Olympic committee (QOC) is one of the governmental organizations in Qatar. It is a non-profit authorization that was formed in 1979. QOC has about 1000 employees in its main building in Al-Daffna in addition to the employees of the sport federations who are located outside the main building and using their own network and databases. The IT department of QOC is responsible for the IT from both sides the hardware and the software and all what is related to them in order to facilitate all activities needed to run the authorization and to make sure all the technologies used are up to date, secure and meet the standards. The IT department has many units that is working together to reach the goal of the department as well as the goal of the entire authorization. One main unit of those units is the help desk unit that is responsible in brief for employees' requests to set services, solve problems or incidents. There are more than one way that is used by the help desk unit to interact with employees to help them with their IT needs i.e. call center, emails and the IT services system. This paper contains a comparison and evaluation of the two systems that have been used by QOC IT department to receive users' requests (HP open view, BMC9.1 & BMC10.1) in term of PIECES framework. The evaluation of the system is based on system administrator's point of view and end users' (QOC employees) point of view. An evaluation of the current system (BMC10.1) has been conducted based on employees & administrator surveys & interviews and after the analyzing of those surveys problems with performance and input has been highlighted. A suggested solution that might be taken to improve the effectiveness and the efficiency of the system has been given.

System used by the help desk unit
HP open view 4.5 There are two different systems that used by IT department to improve the process of receiving employees' requests and respond to them quickly and efficiently. The first program was HP open view 4.5 which is an application (that has no web access) created by HP Company to simplify the complex needs of the business by taking a holistic approach to IT software. However there were lots of limitations that hinder the help desk unit from reaching their goals and did not meet the efficiency needed to perform tasks in time and in a proper way. The main problems were with the information (input & output), efficiency and services. In term of input, data is difficult to capture because there is no integration between the application and the databases. The administrator had to enter the data into the application after getting them from the employee and the stored data might not be accurate sometimes. The input problem leads to efficiency problem, whereas the whole process of receiving phone calls and then entering the data into the application and categorize them in order to assign it to the person who is in charge, waste the time of the IT administrator. The low quality of reporting was an output lack, the services level of agreement is not a feature of the application. All these shortages of HP open view leaded to a low service because the program is not accessible by end user, all requests registered by IT staff and not compatible with other programs, no integration with any other system or database.

BMC 9.1 & 10.1 Most of the problems of the HP application have been solved by using the new system (BMC9.1) which is a web accessible and applying the ITIL (information technology infrastructure library). The web accessibility feature enables end users to use the system to apply for services or reporting problems. The categorization of data based on the type of request wither problem or service and what type of problem and service plus the variety integration engines with ORCAL & SAL databases (databases used by QOC) and the call center system to retrieve information needed such as employees information i.e. (authorization, positions, job number…etc.) solved the issue of inputs, efficiency and services problem. The high quality of reporting solved the issue of output problems. Yet, only a 20% of all users had used the system because of a service problem which is the difficulty of using the requests forms management by addition to that, the administrator faced a problem because there was no approval work flow module, approval were made by emails' notifications. After the upgrade of the BMC 9.1 and the use of BMC 10.1 the request forms management simplified, the approval work flow added and awareness workshops held by help desk unit to all employees to explain more about the new version and how it is easier than the previous one. After all, the number of employees using IT self-service has been increased to 60% which met the expectation of the help desk unit.

Methodology The data of this paper were collected by analyzing the interviews that made with 2 IT administrators and some employees and a questionnaire that were done by 20 employees and divided into 2 groups. The first group consists of 6 IT administrators and the second one consists of 14 employees. All of them were selected randomly based on their welling to answer the questionnaire. The questions were created according to the conversations made with admins and employees and their opinion about the system. The points that were highlighted through those interviews were the extent to which both employees and IT administrators are satisfied with the new system. And the limitation or obstacles that face them and that hinder them from using the system and their suggestions to improve the system. The result is analyzed in light of PIECES framework.

Finding and analysis The first group -whose members are the IT administrators- attitude about the system, is positive. In term of service issue, five out of six find it easier than the previous one, and 100% agree that it solved most of the problem that they were having. In term of efficiency, 83.7 strongly agree that it is not a time consuming system, it saves time and double effort. Regarding the language and wither the English language (which is the language of the system) is an obstacle to use the system by users whom English is their second language, 50% disagree and 33% have no opinion while about 16% agree that it might be a problem. The reporting results are efficient and the cost of the system is suitable to its return i.e. (efficiency, effectiveness, customer satisfaction …etc.) The second group (the employees) agrees that the system saves their time and it is easy to use. 11 of them have no problem with the system language while 2 do have. About 21% find the information requested by the system is too much and complex while the rest find it not. About the response of the IT help desk to the requests applied by the system, 78% said that it is faster than the other ways and about also 78% said it is the best way to apply for IT requests. However, the rest are either disagreeing or have no opinion. And some of them gave some recommendation about the features that if being added will encourage them to use the system more such as specifying the period within which the request will be closed and the admin whose responsible to the request so they can follow up if they need. Through these interviews and the results of them we can say in general, there are two opportunities that can be taken by the IT help desk unit to develop the system more and to encourage more employees to use it. * Having an option for Arabic language, since the Arabic language is the official language and most of the users are Arabic speakers. It would be a step to enhance the service of the system by making it easier. * Adding a feature of showing the period within which the request will be responded to, so the employee can know exactly the period assigned to solve his/ her request and if any delay happens he/she can report this to the supervisors.

Conclusion QOC IT help desk unit’s system to receive employees requests is perfect according to the IT administrator because it has solved the problems that they used to have (information, efficiency and services) however the employees has a little bit different point of view regarding it. The features that the wish to be added , would enhance the performance of the system and make it easier to them to use it and follow up their requests.

[ 1 ]. Attached

Similar Documents

Premium Essay

A Piece of String

...LaTasha Smith 16 August 2012 A Piece of String The short story of A Piece of String was written by Guy de Maupassant in 1883. It is a short story based on in my opinion the theory of “guilty until proven innocent”. The moral of the story is that you must tell the truth to maintain a reputation of honesty and gain trust from others, because a reputation of deceit and dishonesty will make people believe you are not trustworthy, so even when you're telling the truth, it is hard for others to believe. The main characters in The Piece of Strings are Maître Hauchecorne, M. Malandain and The Mayor of Goderville. Maître is a peasant, who picks up anything he sees as useful off the ground. The story begins where he is walking through the market and comes across a piece of string. He picks the string up and keeps it for himself. Later, in the Market, Maître Hanchecornes enemy accuses him of stealing someone else's pocketbook. This soon gets around Goderville, and people begin to distrust and dislike Maître Hauchecorne, despite his claim of innocence. Maître Hauchecorne already had a bad reputation with the citizens of Goderville due to his previous lying and over exaggerations and telling unbelievable stories. This is the main reason for the people's reluctance to believe Maître Hauchecorne, although he is telling the truth. The pocketbook is eventually returned, however the town still doesn’t believe his innocence. The pain and heartache that Maitre Hauchecorne suffered...

Words: 270 - Pages: 2

Premium Essay

A Piece of String

...David Smith A Piece of String The short story of A Piece of String was written by Guy de Maupassant in 1883. It is a short story based on in my opinion the theory of “guilty until proven innocent”. The moral of the story is that you must tell the truth to maintain a reputation of honesty and gain trust from others, because a reputation of deceit and dishonesty will make people believe you are not trustworthy, so even when you're telling the truth, it is hard for others to believe. The main characters in The Piece of Strings are Maître Hauchecorne, M. Malandain and The Mayor of Goderville. Maître is a peasant, who picks up anything he sees as useful off the ground. The story begins where he is walking through the market and comes across a piece of string. He picks the string up and keeps it for himself. Later, in the Market, Maître Hanchecornes enemy accuses him of stealing someone else's pocketbook. This soon gets around Goderville, and people begin to distrust and dislike Maître Hauchecorne, despite his claim of innocence. Maître Hauchecorne already had a bad reputation with the citizens of Goderville due to his previous lying and over exaggerations and telling unbelievable stories. This is the main reason for the people's reluctance to believe Maître Hauchecorne, although he is telling the truth. The pocketbook is eventually returned, however the town still doesn’t believe his innocence. The pain and heartache that Maitre Hauchecorne suffered because of......

Words: 267 - Pages: 2

Premium Essay

Period Piece

...“Period Piece” by Joyce Cary Summary «Period Piece» written by an Anglo-Irish writer Joyce Cary is a humorous short story. It is basically about a respectable middle-aged man, Frank Tutin, who has fallen in love with his young secretary Phyllis. As a result Tutin wanted to divorce his wife Clare, but his mother-in-law Mrs. Beer protested against it and she came to London to save her daughter’s family. Old Mrs. Beer was the widow of a canon. She was a short, stout woman with a red face and a heavy jaw – a pugnacious and indomitable face. At the beginning of the story we learn that there is something defeated about her. No one seems to listen to her, she has given up hope of any serious attention from anybody. But at the end of the story, when we understand that her words turned out to be true and helped to save her daughter’s family, she felt like a winner, maybe for the first time in her life: «Even in the way she slaps down the cards, one can see a certain self-satisfaction. It seems that she cherishes one victory». As far as Tutin is concerned, he is a humane, a kindly and a thoroughly good natured, man, hating to quarrel with anybody. He was extremely upset by this crisis in his family life, he supposed his home life was growing every day more distracted, tense and impossible. He was also a person who couldn’t make his own decisions. Even when he decided to divorce, he still discussed it with his wife Clare, for days, analyzing all the complex factors......

Words: 1308 - Pages: 6

Premium Essay

A Piece of Paper

...------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Just for a “Piece of Paper” Warren Green PSY202 Dr. Allyse Sturdivant 3/02/13 Outline I. What did I do after I left high school? A. I’ll be back B. Life begins C. No Choices II. What did I want to become when you grew up? A. Singing B. Lawyer C. Physiologist III. My educational experiences A. I’m back in school again. B. It’s harder getting into school than out of school. C. Receiving my first degree IV. My personal, professional, and academic goals A. My Degrees B. Business C. College Instructor V. Conclusion Introduction Life, before graduation, starts when you are about to graduate from high school. You envision college,......

Words: 2278 - Pages: 10

Premium Essay

Think Pieces

...Mgt 201. Assignments Please submit your assignments one at a time, and space the assignments so that you have a chance to get feedback from one before you submit another. Think Pieces 1. Read the material on Myers-Briggs psychological types contained in Module. Then take the online Myers-Briggs psychological type test at the following site: Once you have taken the test, press the hot button that allows you to learn more about your type. a. What is your psychological type? b. How do you think your specific type affects your behavior in the workplace? c. Write down the psychological type of someone whose type is completely opposite of yours (e.g., ESTP is the opposite of INFJ). Using Myers-Briggs concepts, describe how the relationship between the two of you could be uncomfortable. Describe also how you might be able to complement each other. You should devote about two pages (single spaced, 12 point font) to your answer. 2. Harden, Harden, & Harden is a venerable Wall Street stock brokerage firm. It has its business offices located in downtown Manhattan in the Wall Street district. Its information technology offices are located across the Hudson River in Jersey City. One of HHH’s most important corporate clients is Mammoth Capital Corporation. For years, HHH has been handling Mammoth’s financial security transactions in a semi-automated fashion. Mammoth would supply HHH with financial data generated from its financial systems......

Words: 1733 - Pages: 7

Free Essay

Analysis of Voltaire's Candide; a Non-Satirical Composition of the Most Satirical Piece of Literature

...Analysis of Voltaire’s Candide: A non-satirical composition of the most satirical piece of literature By: Westley (A.K.A Nicky Flash) Allen Westley Allen AP Literature Miss Gwaltney April 29, 2013 Through literary devices such as persuasion, sarcasm, and elegant rhetorics, Voltaire successfully composes possibly the most well-known satirical pieces of literature. Mad magazine, The Simpsons, and Saturday Night Live, examples of some of the comical staples that satiate our desire for humor. In our society, satire is among the most prevalent of comedic forms. This was not always true. Before the 18th century, satire was not a fully developed form. Satire, however, rose out of necessity; writers and artists needed a way to ambiguously criticize their governments, their churches, and their aristocrats. By the 18th century, satire was hugely popular. “Satire is a sort of glass, wherein beholders do generally discover everybody’s face but their own”. (Swift) Satire as an art form has its roots in the classics, especially in the writings of Voltaire. Satire as it was originally proposed was a form of literature using sarcasm, irony, and wit, to bring about a change in society, but in the eighteenth century Voltaire, Jonathan Swift and William Hogarth expanded satire to include politics, as well as art. The political climate of the time was one of tension. Any criticism of government would bring harsh punishments, sometimes exile or death. In order to voice opinions......

Words: 1326 - Pages: 6

Free Essay

Pieces of Me

...Pieces of Me Kari Meckling PSY 202 Instructor Hopson August 11, 2013 I. What things do you remember about your childhood? a. Imbalance of relationships b. Financial struggles c. Parents argued constantly - - stress d. Warped puzzle piece II. What were you like as a teenager? a. Grew up too quickly b. Became a mother figure to my nieces c. Balanced school, work, and extra-curricular activities III. What were your educational experiences? a. Transferred from private college to community college b. Worked full-time while being a full-time student c. Stopped after 2-year degree due to financial situation d. Enlisted in the Air Force e. Pursuing Bachelor’s degree with the Post 9/11 GI Bill IV. Do you have your own family now? f. Husband g. Twins h. Church V. What would make you happy in the future? i. Balanced relationships j. Financial freedom k. Help my boys grow Pieces of Me Development is like a puzzle that takes an entire lifetime to piece together. It is a continuous process that can be ever changing based on knowledge, experiences, choices, and even some uncontrollable influences, like nature or the environment we live in. My puzzle pieces take on an eclectic shape, combing different perspectives or theories that potentially explain my developmental track (Witt & Mossler, 2010). When fused together and applied to my childhood,......

Words: 1495 - Pages: 6

Free Essay

Litero-Stylistic Analysis of Selected Short Story Pieces of Bienvenido Santos

...LITERO-STYLISTIC ANALYSIS OF SELECT SHORT STORY PIECES OF BIENVENIDO SANTOS By FERDINAND BULUSAN CAGAYAN STATE UNIVERSITY Lal-lo Campus Sta. Maria, Lal-lo, Cagayan Valley 0927-786-3510 ABSTRACT This study stylistically analyzed select short stories of Bienvenido N. Santos, a Filipino writer during the American regime. Specifically, it determined the rhetorical devices present in the three short stories (The House on a Hill, The Miracle, and The Early Harvest), the frequently used rhetorical devices, their grammatical violations, and how they beautify the literary pieces. The study aimed at benefitting the English teachers, literature and second language learners, amateur writers and speakers, future researchers, and English major students. Further, the study used descriptive-analytical method. The instruments used in this study were the Handbook of 60 Rhetorical Devices and the Grammar Book by Murcia (2010). It likewise employed library search and trend analysis method. Findings of the study revealed that there were 30 rhetorical devices in the three short stories categorized as follows: on repetition, on construction, on addition, on omission, on resemblance, and under tropes. Five frequently used devices were simile, metaphor, appositive, epizeuxis, pleonasm, and tautology. On the other hand, faulty parallelism, absence and excessive use of conjunctions, and redundancies were the grammatical violations. Rhetorical devices had specific......

Words: 253 - Pages: 2

Free Essay

An Explosive Piece

...Sherman 1 “An Explosive Piece” Kelsey Sherman Professor Jill Palacki ART 101-53 December 11, 2013   Sherman 2 After visiting the Philadelphia Art Museum, I chose to looking Ellsworth Kelly, and the “November Painting.” Kelly is a Modern American artist from New York. He studied art at Pratt Institute in Brooklyn from 1941-1943, and also studied at the School of the Museum of Fine Arts in Boston from 1946-1948. Kelly travel to France in 1949 and infrequently attended classes at Ecole des beaux-arts where he was introduced to Surrealism and Neo-Plasticism that inspired many of his future art pieces (Guggenheim). Ellsworth Kelly’s “November Painting” was painted in 1950. It is an oil piece painted on wood in a white frame. The only colors that are displayed in the painting are black and white that makes the piece organized and concise, while also creating a nice contrast. The canvas itself is a slightly off-white. The off-white canvas is somewhat textured from the oil paint. Intermittently dispersed across the canvas are small, separate black and white geometric shapes, which unlike the background retain a smooth surface. The shapes are unorganized, and do not seem to be of any particular pattern. The shaped are not identical to each other, making each one unique and completely random. They contain to their own space, and do not intersect with each other (Philadelphia Museum of Art). “November Painting” is an experimental piece that began as a black and white......

Words: 1113 - Pages: 5

Free Essay

A Piece of the Action

...A Piece of the Action Norman Mailer’s sports article on boxing, The Death of Benny Paret published in 1984, claims that Paret was a powerful young boxer who had his life cut short when he fought for keeping his welterweight title against Emile Griffith. Mailer supports this by explaining how vicious Griffith was throughout the entire fight, ending with Paret’s tragic death. He goes into extreme detail using similes and a large amount of commas to show imagery. Mailer connects with his readers by showing the tragic sorrow of a death happening right in front of their eyes, but also showing that Paret did not die in vain, but in glory. The fight was cast as brutal and vicious, and with every crowd, there comes a story. The certain sportscaster who wrote this attempts to place readers into his seat as if they were there, viewing the fight in all its glory their selves. In doing so, the writer makes sure that his words keep up with the rhythm of the battle, his words having as much impact as the punches thrown. Descriptive words that the writer uses include “clubbing” and “whimpering” accompanied by similes which simply explain the impact that each one of Griffith’s punches had on Paret. Guardado 2 “Griffith was in like a cat ready to rip the life out of a huge boxed rat…right hand whipping like a piston rod which has broken through the crankcase, or like a baseball bat demolishing a pumpkin.” These phrases use extensive use of both diction and imagery to bring the battle......

Words: 500 - Pages: 2

Free Essay

Piece of String

...When you read a story, you must realize that the point of view that the story is written in can help you learn more about the story. It can also create more excitement, and create more mystery while you read. Both “The Necklace”, and “The Piece of String” stories, are written in a Third Person Limited perspective. This means that the narrator is an outsider who sees into the mind of one of the characters. This is a major factor in determining how the stories make you feel about themselves, and how interesting the stories are. In a third-person view story, the reader can see the story itself from different points of view, and not just one. He or she can learn more, and know more than the individual characters themselves. In a first-person view story, the reader sees from the point of view of the narrator, so he/she may see more dialog including feels, thoughts, and ideas. In a third-person view, the reader will see more facts, such as what all of the other characters do. However, they will not see as many of the inner-feelings or thoughts of the characters, unless it is third-person omniscient. In addition, a third-person view is often more easy to figure out if it is a mystery, or similar plot structure, because the reader learns more facts from concrete reading, then having to think about whats going on in a story. In a first-person view, it is harder to figure out, generally, the plot details and story, because the reader only gains the facts of what the......

Words: 369 - Pages: 2

Premium Essay

Analysis of the Extract (a Piece of Advice (by W.S. Maugham))

...SIW Module 1 Variant 2 Theme: Stylistic Devices. Analysis of the text. 1. Point out three metaphors and three epithets used by the author to characterize the main character (Stephens) and comment on them. Three metaphors : trifle embarrassed apologetic laugh forcible ring Three epithets: thick-set and stout a round red face bullet-shaped head All these stylistic devices describe the main hero as a  person who is very tired of life, he is passive, but he wants to change something in it, that is why to show us the antagonistic character of the visitor, the author uses an oxymoron “bright dark eyes”. Also we can see the despair of a stranger, because he uses “short, sharp sentences”, to emphasize it the author told us that they had “a forcible ring”. 2. Give synonyms of colloquial style to the following literary words: “to flounder”, “hazardous”, “content”, “a trifling indisposition», «errand”, “to perceive”. To flounder – to struggle Hazardous - dicey, chancy Content – pleased A trifling indisposition – reluctance Errand – trip To perceive – get, understand 3. What words and phrases are used to describe Stephens at the beginning and at the end of the story? How can the reader gather that Stephens was happy in Spain? What was it that attracted him to Spain? The narrator used epithets, metaphors, oxymoron and other SD to describe Stephens. He used such constructions as “trifle embarrassed”, “…holding it in one hand......

Words: 316 - Pages: 2

Free Essay

Piece of Chalk

...A PIECE OF CHALK Q-What was the controversy between the old woman and writer on the brown paper? In the summer holidays he went into the kitchen (which along with the rest of the house) by putting six very bright colored chalks in his pocket. He asked the owner of the kitchen if she had any brown paper. She mistook the purpose and the rationale of the existence of brown paper. She seemed to have an idea that if a person wanted brown paper he must be waiting to tie up parcels, which was the last thing he wanted to do indeed. Hence she dwelt very much on the varying qualities of toughness and endurance in the material. He explained to her that he only wanted to draw pictures on it, and he did not want them to endure in the least; and that from his point of view, therefore, it was a question not of tough consistency but of responsive surface, a thing comparatively irrelevant in a parcel. When she understood that he wanted to draw she offered to overwhelm him with notepaper, apparently supposing that he did his notes and correspondence on old brown paper wrappers from motives of economy. He then tried to explain the rather delicate logical shade, that he not only liked brown paper, but quality of brownness in paper. After that he put that brown paper in his pocket and other things and went out on to the great downs. Q- What type of drawing did the writer do in the story? Discuss his thoughts about nature. When he went on to the great downs, he crawled across those colossal......

Words: 560 - Pages: 3

Free Essay

Position Piece

...Heather Chovitz Professor Solomon June 3, 2016 Position Piece Two Families should be responsible for taking care of their old relatives with the help of the government. The point is that there is help, but the people don’t have to get the help. It’s more about the choice of entitlements or going through it alone. If choosing the entitlement then it’s the factor of someone else having to pay for it. Some may not agree with this because some people believe that others shouldn’t be “lazy”. It’s also a matter of some people really caring about paying for someone else’s healthcare or cash assistance if they can pay for it themselves. Some people are more empathetic of those that cannot afford healthcare for their loved ones, and choose to not mind helping those in need. In the United States, our health care that we receive truly costs a lot more than other countries around us. Elderly citizens typically need more medical care, and the cost of needed medical care can get to the point that some might need to choose between buying food or filling prescriptions that they need. Most elderly citizens are surrounded by families that do their best to help out, but sometimes find it hard enough having to handle the burden of cost for themselves as well as their children let alone having to pay for medical costs for their loved ones. When your loved ones cannot afford commercial healthcare or don’t still have it form a job that they retired from, they have to sign up for Medicare...

Words: 815 - Pages: 4

Premium Essay

Puzzle Pieces

...Puzzle Pieces The transition from high school to college is an exciting and challenging time. It is a great milestone in one’s life. There are many differences between the life of a high school student and a college student. Some people will be able to jump right in and adjust to this change effortlessly. Others will take years to adapt or may never grab hold of the whole college experience. High School and College are both educational grounds for a student to grow and improve their lives with knowledge. High school and college are like puzzle pieces on one side they fit together, but on the other side they are something completely different. High School is a continuation of elementary and middle school where students learn what is expected as the standard of education set by the government. Up until the age of eighteen students have no choice but to attend because of the law. During school hours there are rules and regulations which one cannot break, because there will be punishments for ones actions. There is a strict schedule that students have laid out for them and that they must follow. Along with the basic classes there is social learning that takes place during them. Students still need to understand how to react to situations, such as it is rude to talk over someone else who started talking first. The high school presents a wide variety of activities and field trips. With for years of experience and routine they get used to being high school students. ......

Words: 854 - Pages: 4