Help Desk SRS

Software Recr uitment Specification
Intr oduc tion:
The Advanced help desk software was created to deliver a

professional help desk management product to service oriented companies. This
software have been proven to make customer support up to 3 times faster with
half the amount of man power at the same time ensuring the customers are
billed correctly.
Building up on all of the standard Help desk software available in the market
this product achieves superior performance using advanced technologies like
AJAX and SQL Server 2008.
Purpose:
It is internal project of a software company developed for the sake

of Customer to get solved from his problem and also to get the feedback from
the customer regarding the problems solution
Scope:
This system is an intranet based application can
be used with in the organization .
Definition, Ac ronyms and Abbreviatio ns
Term
Definition
AHDA
Advanced Help Desk Automation
UC
Use case
NA
Not Applicable
URD
Use case Requirement Document
BRD
Business Requirement Document

Software Development Methodology:
Research and Development
Once the Market Research is carried out, the customer's need is given to
the Research & Development division (R&D) to conceptualize a cost-effective
system that could potentially solve the customer's needs in a manner that is
better than the one adopted by the competitors at present. Once the conceptual
system is developed and tested in a hypothetical environment, the development
team takes control of it. The development team adopts one of the software
development methodologies that is given below, develops the proposed system,
and gives it to the customer.
The Sales & Marketing division starts selling the software to the available
customers and simultaneously works to develop a niche segment that could
potentially buy the software. In addition, the division also passes the feedback
from the customers to the developers and the R&D division to make possible
value additions to the product.
While developing a software, the company out sources the non-core

activities to other companies who specialize in those activities. This accelerates
the software development process largely. Some companies work on tie-ups to
bring out a highly matured product in a short period.
Popular Software Development Models

The following are some basic popular models that are adopted by many
software
development
firms
A. System Development Life Cycle (SDLC) Model

B. Prototyping Model
C. Rapid Application Development Model
D. Component Assembly Model
Study of the system
The aim of the project is to develop interactive application for
providing solution to the customer. Supervisor and Technician specially has to
work out for this to solve the Customer problems and their needs. Then there is
no waste of time of the Customer and cost effective to solve all the problems.
The main goal of this is to design User friendly interactive application where
customer can be registered themselves for their technical problems. Under
these many employees are working to attend the customer requirements. The
employees are such as Supervisor and Technician.
The aim of this project is to develop a graphical user interface this
can be easily understood by the end users also. Through this we are developing
a dynamic application that enables the problem register and developing solution
for the registered problem of the customer. By this application we can reduce
the risk of the customer.
There is graphical user interface is developed to interact with the
Customer and solution developer. Through this every one can interact with the
organization databases.
New user understandable formats are inserted into application.
Through these contents users are interacting and registering the problems to
the organizations.
The main goal of this system is to develop an application that helps
reduce the risk involved in getting the solution for the problem. The customer is
interacting with automated system designed from the company. There is
maximum
reduction
of
time
consumption
and
cost
effectiveness
while
developing the solutions for the customer problems.
Problems in Existing system
Technicians and consultants will perform a full review of your service and help
desk system at all of your locations. Technicians can add new screens to your
service and help desk system and configure the existing screens based on ur
particular needs. Our technicians will configure Auto Ticket Generation so that emails received by your service and help desk system will automatically create
call records and trigger a process for assigning and escalation. When a ticket is
created you can make sure it gets assigned to the right person. Often, our
clients have data that needs to be exported from one source and imported into
your service and help desk system. We can design custom application to move
data from one place to the other either in batch or in real time.
Our consultants can recommend and specify the best type of integration for you
and test the work done by our visual basic programmers. We do our best to
ensure that our clients are not doing repetitive work.
.
Propose d Syste m
Achieving and maintaining a successful Help Desk

operation can depend on a number of pre-requisites that need to be in place.
These components have been identified from surveys covering a wide range of
help desk facilities.
Set clear, realistic and quantifiable goals and objectives
Understand your customer requirements and carefully plan the Help Desk
structure.
Establish and implement secure, practical and cost effective policies.
Ensure adequate staffing levels.
Provide ongoing comprehensive training to all levels of management and staff.
Communication skills must be developed to a very high degree together with an
understanding of the technical issues involved with the delivery of the
organizations products and services.
Automation of the help desk operations should be maximized but care must be
taken to ensure that this is one on a cost effective basis.
Manage and monitor service level performance trough service level agreements.
Control
potential
problem
areas
through
effective
change
management
procedures.
The main goal of problem management is in the detection of the underlying
reasons for a particular incident and the resolution and prevention of future
reoccurrence of that incident through problem elimination.
Hold regular service review meetings.
Requir ement Spec ification:
Functional Requirements:
The system should have a provision for the Customer to contact the help
desk by phone/email.
o
System should have a facility to track the phone and electronic message
traffic to generate a trouble ticket with unique id.

o
The system should have an option for the customer to track the status.
The system should provide a facility to the customer to give the feedback.
System should have a provision for the Consultants to access the
knowledgebase which details problems and solution.

o
System should have a facility for the Consultants/Administrator to view all
the tickets by date

o
The system should facilitate the Consultants to add notes on all the work
done on the issue

o
The system should provide an option for the Consultants to reach the
customer through mail regarding solution to the problem/statues.

o
The
system
should
have
provision
for
the
Administrator
to
add/update/delete the Consultants

o
System should have an potion for the Administrator to generate reports
regarding number of calls logged/closed, percent of calls closed.

Non-Functional Requirements:
The users of the system should be provided user id and password along with
the well defined access privileges.

o
24X7 internet connectivity should be provided for well functioning of the
system.
o
Systems should be provided with proper backup media and resources to
handle system crash scenarios.

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Help Desk SRS

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Software Recr uitment Specification

Intr oduc tion:

The Advanced help desk software was created to deliver a

It is internal project of a software company developed for the sake

Definition, Ac ronyms and Abbreviatio ns

Advanced Help Desk Automation

Use case Requirement Document

Business Requirement Document

Research and Development

While developing a software, the company out sources the non-core

Popular Software Development Models

A. System Development Life Cycle (SDLC) Model

developing the solutions for the customer problems.

Problems in Existing system

Achieving and maintaining a successful Help Desk

traffic to generate a trouble ticket with unique id.

System should have a provision for the Consultants to access the

knowledgebase which details problems and solution.

System should have a facility for the Consultants/Administrator to view all

the tickets by date

done on the issue

customer through mail regarding solution to the problem/statues.

add/update/delete the Consultants

System should have an potion for the Administrator to generate reports

regarding number of calls logged/closed, percent of calls closed.

the well defined access privileges.

24X7 internet connectivity should be provided for well functioning of the

Systems should be provided with proper backup media and resources to

handle system crash scenarios.

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