BIT352 Systems Implementation and Service Management

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Reference no: EM132898442

BIT352 Systems Implementation and Service Management - Melbourne Polytechnic

System Implementation Plan

System implementation Plan Implementation Requirements

You are required to provide advice and develop a plan outlining the direction and requirements for the implementation part of the project. You are not required to develop a project schedule or costings for the implementation. That is to be handled by the project manager. If a work breakdown structure helps you identify key areas within the implementation, then use it as tool to support your implementation plan but you do not have to produce one. Again, your role is to advise on implementation not as project manager.

Organisation Background
The EasiCar provides RideShare services and build loyalty amongst partners and riders across capital cities of Australia. They have a large number of independent partner drivers who uses their own cars for RideShare and common riders who uses RideShare as alternative to traditional taxis.

Implementation Scenario
EasiCar appreciate the recommendations that you made for IT service support in your recent report. It is intended that an integrated IT Service Desk will be implemented as part of the next range of projects to be undertaken. EasiCar is suffering from increased competition from other larger RideShare providers. In addition, they see an opportunity to expand into markets such as peer-to-peer car rental service, online food ordering and delivery service, luxury RideShare, and so on. As is usual in this type of industry, regular upgrades need to be undertaken to remain competitive. Recent surveys and customer feedback reveals that partner drivers as well as riders are critical of many app features and customer services. Moreover, staff morale is low as customers blame them for the poor service and old app features. EasiCar have identified a program of projects that address problem areas in the organisation. A substantial number of these have significant IT components. Given your expertise in the implementation of IT systems particularly.

1. Development,
2. Release and Deployment,

You have been asked to advise on the implementation element of the project. System implementation Plan Implementation Requirements
You are required to provide advice and develop a plan outlining the direction and requirements for the implementation part of the project. You are not required to develop a project schedule or costings for the implementation. That is to be handled by the project manager. If a work breakdown structure helps you identify key areas within the implementation, then use it as tool to support your implementation plan but you do not have to produce one. Again, your role is to advise on implementation not as project manager.

Projects and IT Requirements
The various projects will involve:

Networking
• Extensive upgrade to all Wi-Fi systems throughout the head office and branches. These have been slow and a constant source of criticism by patrons.
• An audit of the head office network indicated significant risks which could lead to breaches. Penetration testing has been undertaken. A project is to be undertaken to implement changes at head office and branches.
• The installation of IT systems to support networking of head office and branches. This will include cyber security protection, commercial routers and switches and enterprise Fibre connectivity to an ISP

Communications, Hardware & Software Upgrade
• The implementation of organise-wide VOIP (SIP or TIPT) systems throughout the head office and designated branches.
• Installation of networked printers/copiers at head office.
• Upgrade of PC's along with the installation of Windows 10 and Microsoft 365
• Upgrade to software to provide for rapid access to data and the entry of data.
• A third-party provider, Cybernetics Software HID Access Control and multilocation time attendance System Specialist (csplsoftware.com) currently provides Biometric access control for their staff with the iSecure - Access application, EasiCar will add to the iSecure modules which are already used at both the head office and local sub offices with the addition of Cybernetics - iTrace and iTrack . This will involve a substantial roll out of the upgraded software and tracking hardware.

Customer Relations & Administration
The development of two new app systems, one for partner driver and the other for rider. They are separate but integrated. Specifications have been developed. The implementation will involve the development, release and deployment throughout the entire network partner driver and rider. Significant training is required.
• Upgrade to the organizations web system along with a more friendly mobile app experience
• The development and deployment of new backend systems to support administrative functions at head office.
• The implementation of improved IT marketing systems in such areas as Salesforce CRM
• The roll out of a new 24/7, organization wide, fast response Service Desk based on ITIL principles. Include your Service Desk system software recommendation.

For each of these major project areas the implementation team will need to develop and work with clients on the development and deployment of the various systems. They will also need to organise and oversee the training of staff who use the systems. Each group may have different training needs.

Attachment:- System Implementation Plan.rar

Reference no: EM132898442

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