IT Support Needs Analysis for Business Expansion

The purpose of this paper is to conduct an IT support needs analysis for a company's business expansion. The analysis reveals that the company requires a project management solution, CRM system, HRM system, latest hardware, collaboration tools, and training on software usage. Each department has specific functional and non-functional requirements, including easy login, user-friendly interfaces, accuracy of customer data, and compatible systems.

IT Support Needs Analysis
Contents
Introduction........................................................................................................... 1
Company Description............................................................................................ 1
Problem Definition................................................................................................. 1
Business/Department Need................................................................................1
List of Stakeholders and their roles....................................................................2
Service Objectives.............................................................................................. 2
Required Support Resources..............................................................................2
Assumed Constraints.......................................................................................... 2
List of Assumptions............................................................................................ 3
Specific Requirements for each Department.........................................................3
Functional Requirements....................................................................................3
Non- Functional Requirements...........................................................................3
Conclusion............................................................................................................. 4
Introduction
This paper has been written to explore the IT needs of ABC Pty Ltd that has plans
for growth. The company needs to establish an infrastructure that can support
the growth of the company and this document aims to identify these needs. This
report would explore the IT related needs of the project and would highlight
specific functional and non-functional requirements of the company with respect
to the project.
Company Description
ABC Pty Ltd is Victoria based national supplier for energy products and has the
headquarter in Melbourne. The company has 120 employees working for it. The
company has a Board Directors and a CEO who leads the organization. National
Sales & Marketing Manager and General Manager report to CEO and are
responsible for managing the operations of the organization. They are further
reported to by department managers, assistant manager, and staff members.
Key departments include sales & marketing, corporate relations, product
development, administration, and IT.
Board of Directors
CEO
Assistant
Manager
General ManagerNational Sales &
Marketing
Manager

The company has different departments with staff supporting the manager of
each department. The heads of these departments then report to the National
manager and the general manager who would then report directly to the CEO of
the company.
Problem Definition
Business/Department Need
The company has different departments including sales & marketing, corporate
relations, product development, administration, and IT. With the planner growth,
the company would need more staff as well as increased responsibilities of
managers. Increased responsibilities would also mean the need for collaborative
software and hardware installation. The existing machines used by the company
departments may be needed to be upgrade with latest configurations.
List of Stakeholders and their roles
The project would have the following stakeholders with specific roles to play as
defined in the table below:
Stakeholder Roles & responsibilities
Board of Directors Provide direction to the company and take
critical decisions related to expansion and
approval of capital for the execution of the
expansion plan.
CEO Understand the vision of the company and
create goals to achieve vision. Assign
responsibilities to the managers and staff for
achieving these goals.
General Manager Supervise the managers and ensure
operations are smooth in the company
National Sales & Marketing
Manager
Build and execute nationwide sales and
marketing plans
Departmental Managers Manage routine operations of the department
and report progress on expansion activities
Corporate
Relationshi
ps Manager
Sales &
Marketing
Department
Manager
Product
Development
Manager
Admi
n
IT
Manager
STAFF

Staff Execute functional activities for the
achievement of organizational goals
Suppliers Provide accurate estimation of the delivery
schedule of the supplies
Customers Provide all the inputs needed by the company
to understand specific requirements (Bishop,
1999)
Service Objectives
Objectives of the service that would be provided for the expansion of the
organization include:
 To make the infrastructure ready to deal with the needs of the growth of
the company
 To provide support to the staff with required technology resources
 To upgrade all the old machines to latest configurations to deal with the
needs of expansion of the business
 To select and implement an appropriate CRMs system in the company
 To select and implement an appropriate HRMS solution in the company
Required Support Resources
For the provision of the IT infrastructure and solutions for the growth of the
company, some supporting resources would be needed such as:
 Funds would be required for the purchase of hardware and software
licenses as well as for the payment to developers and other staff involved
in the project
 Project manager would be needed for planning, execution, and controlling
of the project
 IT systems would be needed from the suppliers for building the needed
infrastructure
 An IT consultant would be needed to provide guidance on software that
should be procured by the company for installing in the company (IFAC,
2006)
 Support would be needed from the top management for resolving any
issues that can cause delays or other problems on the project
 CRM system for the generation of sales and service reports in the
company
 HRMS systems for the use for the use of admin to manage the employee
data.
Assumed Constraints
Constraint of the project is the limited budget beyond which the company cannot
move. Another constraint is the resource limitation as the company cannot hire
third party people for managing the project except for the suppliers. The
company also has constraints in terms of time that is required for the completion
of the project. The company has to complete all the processes including research
for requirement, bidding of vendors, selection of vendors, procurement of

licenses and hardware, delivery and installation of the hardware and software,
configuration, and training of employees within the next 12 months.
List of Assumptions
There are certain assumptions on which the expansion project is based that
include:
 There is full support from the top management for the execution of the
project
 The project manager s chosen from the company and he has full
knowledge of project management practices
 The budget provided for the IT support development project is sufficient
unless a major deviation is caused on the project (Norris, et al., 2000)
 The CRM and HRM solution that are chosen for the implementation in the
company are required by the staff and would support by improving their
productivity
 The available staff has sufficient knowledge of the needs of the project
and thus can provide sufficient inputs and support for the development
project such that additional resources may not be needed for hiring from
the external sources.
Specific Requirements for each Department
Functional Requirements
The company would need to implement a CRM and an HRM solution besides
procuring the latest hardware to deal with the needs of the expansion.
Individual departments have different functional requirements as illustrated in
the table below:
Department Functional Requirement
Admin Database of all the staff to be created in an HRMS
system and the IT systems must support their
routine operations of managing information of the
company and its employees. The software licenses
procured must have provisions for entering data
into the system needed by the staff for which
specific screen and admin rights must be provided.
Installation of the employee management software
module to provided them support in their routine
people management operations
Sales & Marketing Tablets to carry while on the go and
communication tools to enable interaction
between sales people. Tools for generating
monthly sales reports for reporting. Ability to login
to see the sales data and generate reports for the
senior level marketing staff to check on the
performance of the company in terms of sales for
reporting. Availability of latest configuration
devices including the laptops. Installation and
training on the use of collaboration tools that
would be installed in their laptops or provided

through their mobile devices
Corporate relationship Access to the Updated Customer Database and
ability to generate specific CRM reports to support
the customer service staff
IT Availability of all the inventory of hardware and
software information for the expansion. Ability to
monitor all the IT assets from a single location
through appropriate security software. Provision of
upgraded hardware and latest software monitoring
solutions
Product Management Software modules that allow the staff to take care
of product development and management
requirements (Rajguru & Mahatme, 2016)
Non- Functional Requirements
Individual departments have different non-functional requirements as illustrated
in the table below:
Department Functional Requirement
Admin Easy login and retrieval of the data of the company
and the staff from the systems. User friendly
interface to work with the administrative rights on
CRM
Sales & Marketing User friendly and fast processing systems used for
handling reports. Training on the use of the CRM
system for business needs
Corporate relationship Accuracy of the customer database and fasts
access to the data that is queried from this
database. Availability of a user friendly and easy to
learn module for generating customer reports.
IT Compatible and sufficiently powerful systems to
take care of the company needs. Training on the
use of software that would be implemented in the
company
Product Management Easy to learn and easy to use software modules for
product management as a part of the CRM solution
which would be implemented by the company
Conclusion
The purpose of this paper was to do n IT support needs analysis to identify the
specific requirements of the company for its business expansion which would be
supported by an IT infrastructure that includes the system and software systems.
The paper revealed that for this expansion, the company would need to allot a
project management and fulfil the needs of individual stakeholders including the
staff who would have some specific functional and non-functional requirements.
Some of the functional requirements included latest hardware, CRM software,