MIS 490 Capstone scenario one final.docx MIS490 MIS 490 Capstone: Enterprise-Level Repor

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MIS 490 Capstone scenario one final.docx MIS490 MIS 490 Capstone: Enterprise-Level Report Southern New Hampshire University With the expansion and centralization of technology within the ABC Compa... ny, which includes North, South, East, and West regions, data sets from the IT department were analyzed to determine the areas for improvement as well any areas in which they are excelling. To meet the needs of the organizations goals several insights must be answered. Reviewing the provided data has provided us with insights for areas of improvement. In all, 1,000,000 tickets were submitted through the IT help desk from 2013- 2017. These tickets range from request to issues and the different types of systems at which they were filed against. The systems include access/login, hardware, software, and systems. To properly identify the areas of improvement, and the areas they excel in, a review of the number of days open, priority level, severity and satisfaction were reviewed. Page four of the portfolio breaks down year by year tickets to which they were field against. The trend with the first visualization shows a slight up and down effect as to the number of tickets per year. For example, hardware filed tickets increased in 2014 from the previous year however descended in each of the remaining years. This data holds true for each filed against category. Access/Login accounted for 29.93% of tickets during this five-year span, hardware accounted for 9.95%, software 20.07% and systems accounted for more than 40%. To gain. . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. .. . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [Show More]

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