ICTSAD601: Business Analysis Report on Hosted Desktop Solutions (HDS)

This report presents a business analysis of Hosted Desktop Solutions (HDS), a small IT solutions company. The analysis, conducted from the perspective of a newly appointed CIO, addresses the company's challenges, including outdated infrastructure, growing customer base, and internal inefficiencies. The report details the current capabilities of HDS, analyzes business goals and objectives, and identifies potential IT solutions such as cloud computing and CRM implementation to improve service delivery, customer satisfaction, and revenue generation. It covers the evaluation of the old system, identification of issues, and the need for technology and electronic commerce opportunities. The report also addresses the capabilities required to achieve the desired future state, assesses gaps, and outlines solution options, including IT options to meet business objectives, assumptions, and constraints affecting solution choices, operational and technical assessments, the development of draft proposals, and risk assessment. The conclusion emphasizes the importance of adopting cloud services, improving customer relationship management, and ensuring the security and privacy of business processes. Finally, the report includes specifications and recommendations for improving the company's IT infrastructure and business processes, and aims to improve decision making and contribute to the IT department's growth.

IT Business Analysis
ICTSAD601
Subject:
IT Focussed Business Analysis
Prepared By,
xxx

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Unit of study code: ICTSAD601
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Assessment title and Number: Assessment and Validation of the Website
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TABLE OF CONTENTS
1. Introduction
1.1 About Business Analysis
1.2 The Position of HDS in the Industry
1.3 Case Study
1.4 My Role
2. Specifications
2.1 Analysing business goals and objectives
2.2 Evaluation of old system actual data and metadata, organisational policies
2.3 Investigation of issues to determine business problem
2.4 Identification of clients, service needs and level of service
2.5 Identification of possible IT solutions
2.6 Outcomes to enable evaluation of proposed solutions
2.7 Current capabilities of enterprise and desired objectives
2.8 Capabilities required to achieve the desired future state and assess gaps
2.9 Identification of technology and electronic commerce opportunities
2.10 Assumptions to facilitate decision making
2.11 Solution options and capabilities
2.12 IT options to meet the business objectives
2.13 Assumptions and recognize constraints affect choice of solutions
2.14 Operational or technical assessment
2.15 Development of draft proposals
2.16 Rank solution options on business value and advantages and disadvantages of
alternatives
2.17 Rank opportunities in terms of their viability and applicability to the
organisation
2.18 Assess and rank solution approaches to facilitate selection
2.19 Scope in terms of features and functions
2.20 Communicate to client the implementation approach

2.21 Stakeholder impact analysis
2.22 Business and technical dependencies
2.23 Benefits of the recommended solution
2.24 Risk assessment
2.25 Identification of costs and benefits assessed
2.26 Clarify with the clients about misunderstandings
2.27 Documentation of negotiated agreement with the client
2.28 Allocation of requirements to solutions
2.29 Allocation of requirements to a specific project release
2.30 Assess progress in the new initiative
2.31 Develop Options
CONCLUSION
REFERENCES

1. Introduction
1.1 About Business Analysis (you can put this exactly as it is)
Business Analyst plays the role of advisor and he is responsible for the investigating and
analysing the business situations. The business analyst has the capability to differentiate between
the poor investment and the great investment. Business knowledge is the required for the
background as well as the foundation for the business analyst’s work. The business knowledge
comprises of business finance, subject matter expertise and organisation structure and domain
knowledge, supplier management and the business architecture. Project management, stakeholder
analysis, investigation technique, requirements engineering, gap analysis, facilitation skills, portfolio
management are the professional techniques that are followed by the business analyst.
1.2 The position of HDS in the IT Industry (copied from this assessments case study)
HDS is small full-service company which is situated in Sydney lT Hub. The enterprise is
responsible for the implementing and configuring hardware, software, connecting extranets and
intranets. The company develops open source software for the client and they are now focussing on
deploying their own applications. The company has grown significantly by taking up the cloud
services. There are several competitors of HDS, however, they are capable of providing the high
quality service same as HDS. The company is still carrying out the business under ‘small family
business’ culture.
1.3 Case Study (copied from this assessments case study)
I have been hired as Chief Information Officer of Hosted Desktop Solutions. HDS provides IT
solutions for small and medium sized businesses. Jeff and Bob started the business with their own
laptops, however, they fail to deliver the clients’ demands. Networking capacity is not up to the
mark. The server lacks the sufficient power of RAM The server set up is unstable over the years.
Staffs have become old. They are becoming old and are not capable now to provide the quality
service. They are also struggling to provide the quality customer service. The customer base of HDS
is growing every day, however, they are struggling to offer the quality service and to manage the
HDS services.
1.4 My Role (copied from this assessments case study)
The case study has focussed on the improving the HDS process. It is a major challenge to fix the
internal issues with the administrative staff and the stakeholders. I have been appointed as the new
CIO and it is my responsibility to -
 Enhance decision making of the enterprise
 Managing all the internal business activities
 Contributing to the IT department into large enterprise

2. Specifications (these are the `competency specifications` from case study)
2.1 Analyzing business goals and objectives
The goal of HDS is to provide open source IT solutions to small and medium sized enterprises.
The primary objective of HDS is to analyse the business activities and to provide a solution. The
solutions are expected to mitigate the existing problems of the HDS.
2.2 Evaluation of old system actual data and metadata, organizational policies
The infrastructure of the HDS is not capable to meet the demands of the customers. The
networking capacity is not strong enough. The customer management system works on the excel
files. Telephony service performance is not up to the mark. The systems are not maintained
appropriately. The application development is not working appropriately.
2.3 Investigation of issues to determine business problem
The market of cloud computing is growing rapidly. However, the IT expenditure has not
increased. HDS is also struggling due to the resource capacity issues. The business knowledge
comprises of the knowledge management, human management, budget management and the
planning. The team members’ roles and responsibilities have not been defined appropriately. The
research and the development of HDS is also falling behind. Due to the late payment, they are under
cash flow. The internal infrastructure also fails to meet the demands of the customers.
2.4 Identification of clients, service needs and level of service
The older clients of HDS are knowledgeable of all the issues and the knowledge compared to
the junior support staff. All these clients have the desired knowledge to understand the issues when
contracting HDS over phone. The customers want to have the service from the experienced clients.
2.5 Identification of possible IT solutions
There are several business opportunities that can be developed on extranet as well as
intranet and they are expected to meet all the demands of the customers. The website consists of all
the required information to the customers. HDS must develop IT solutions and these solutions help
to maintain proper client satisfaction. HDS must adopt the cloud computing services. The cloud
computing services will help them to manage all the resources. Cloud computing requires minimal
resources and HDS can be able to maintain the performance of their premises.
2.6 Outcomes to enable evaluation of proposed solutions
The CRM facilitates relationship of clients and customers. The outcomes are detailed below-
 CRM provides better solutions to mitigate the problems with regards to the
organisation

 CRM improves efficiency and it serves client satisfaction. The customers are provided
with the up-to-date information about the hosted open source IT solutions
 CRM helps to increase of revenue and the profitability it helps to increase the
productivity of HDS
2.7 Current capabilities of enterprise and desired objectives
The current capabilities of HDS are to establish between old customers and the support
staff. The objective of the HDS is to deliver social media. The clients can be able to manage the
clients. The clients must develop a website based which must work in the best possible way. The
website must show all the functionalities to the customers so that the customers can be able to see
the timeframes and the costs and that must not affect the delivery quality. The network bandwidth
must be strong enough so that HDS can provide uninterrupted service to the customers.
2.8 Capabilities required to achieve the desired future state and assess gaps
HDS must have the capability to manage all the informal policies and the procedures of the
organisation. The team members should adopt the project plan and should take up the responsibility
to enhance the revenues of the organisation. The management should provide appropriate project
documentation. HDS must manage the project related services ethically and efficiently.
2.9 Identification of technology and electronic commerce opportunities
HDS must take up the cloud services. The cloud services and the information technology
services will give them the business edge and the competitive edge. All the services will be
conducted online. HDS will develop the website and will provide the website the link. The users will
have to visit the link address. The users can get to use the features of the website.
2.10 Assumptions to facilitate decision making
HFS can reduce the business operational costs by adopting the cloud computing services.
The organisation can be able to manage the inventory with the help of the cloud computing services.
The customers’ data can be better managed with the aid of the cloud services as well. The e-
commerce website thus can provide lots of advantages to HDS.
2.11 Solution options and capabilities
HDS management team should take the responsibility and must keep a legitimate business
to extend the income. The administrator must take the appropriate steps so that they can extend
the latest hierarchical income of the business. HDS administrators must monitor that the business
activities and should check whether the business activities are being carried out ethically or not.

2.12 IT options to meet the business objectives
 The cloud based services will assist them to meet the web functions. The cloud
based services will help them to provide better services to the customers and the
clients
 HDS with the help of the cloud services and the information system can be able to
provide the assistance to the customers all the time throughout day and night 24x7
 HDS must create an IT framework. The IT framework will help to fulfil the customers’
demands
2.13 Assumptions and recognize constraints affect choice of solutions
The entire business process will be automated with the aid of information system
adaptation. All the business processes will be carried out online. However, they must be concerned
about the security threat and the privacy threat. HDS must seek help from the professional team.
The professional team will provide the necessary training. The training will help the HDS employees
to conduct the business activities safely and securely.
2.14 Operational or technical assessment
HDS administration staff must evaluate the performance of the enterprise. The
administration staff must carry out the technical assessment and must evaluate the performance of
the enterprise and the performance of the employees.
2.15 Development of draft proposals
Secure adoption of cloud computing services reduces the cost of the cloud hosted services.
The IT models facilitate to use the organisational resources well. The IT resources enable use of
effective data centre, use of faster wide area network.
2.16 Rank solution options on business value and advantages and disadvantages of
alternatives
The IT solutions can be ranked on the basis of the business value-
Rank 1: Rank 1 provides the option to follow the informal policies and the procedures to
manage the growth of the business. The organisational policies can help them to enhance
profitability and the productivity
Rank 2: The administrative procedures must be properly managed. All the administrative
responsibilities can be undertaken properly to manage the customer management system
Rank 3: HDS must manage the project margins so that the services offered by HDS can be
managed properly
Rank 4: The team members must act responsibly as that will enhance the enterprise
revenues.

2.17 Rank opportunities in terms of their viability and applicability to the organisation
Rank 1: Enhanced hosted services to the clients
Rank 2: Conducting easy businesses online
Rank 3: Attracting new clients and the new customers with enhanced SEO
Rank 4: Follow up the link and visit the e-commerce site of the organisation
2.18 Assess and rank solution approaches to facilitate selection
Rank 1: Facilitates communication between the staffs and the old customers
Rank 2: Deliver of social media, the clients are provided with the social media link
Rank 3: Intranets and extranets development of clients
Rank 4: HDS must develop the website which will provide the several functionalities
Rank 5: Time and budget management without impacting the project quality
2.19 Scope in terms of features and functions
The IT framework must be built in such a way that it offers the safety and the security of the
customers’ data. The system will enable HDS to assure security and privacy of the clients and the
customers. The IT framework model will prevent the data breach and in this way the confidential
data of HDS can be protected.
2.20. Communicating with client implementation approach:
First of all, it is needed to be determined who has been referring to communicator and
target audience. According to the scope of implementation, one must define proper groups to get
involved in this process. Next, the equation is to be understood regarding the reason or the message
(Grant, 2016). The purpose of the communication plan is to convey original objective beyond the
plan of implementation. This can be done through the use of different communication channels like
emails, as per as the client’s time. Here phones can be sued for communicating all the needed
decisions. Here, the most important task is to conduct meetings that must be done face-to-face for
interacting with a client discussing every confidential work.
2.21. Stakeholder impact analysis:
Different
Stakeholders
Stakeholder
Interest
Impact
Analysis
Strategy
Project
Sponsors
They intend to
understand various
objectives of the project
earnings and projects
They influence
the projects highly
They deliver
weekly performance
report.
Project They include They influence They provide

Manager project activities and
deliverables
the projects
profoundly
regular updates of the
reports.
Executives They are top
management for HDS
executing projects
Their
influence on the
project is medium
They direct
the strategy of the
organization.
Resource
managers
They control
resources need to execute
projects
Their
influence on the
project is also medium
They update
the data about
resources.
2.22. Technical and business dependencies:
Managing various dependencies is an integral part of operation plan. One must review risks
periodically related to present vendors, suppliers, sales traffic sources and technical support
organizations. Further, there is a requirement of dependencies that are needed by terms for
delivering the functionality of systems to customers. Here lie some technical and business
dependencies like functionalities of project plan done by the agile group, functionalities of a backlog
of other agile teams, ability to provide product backlog and third-party products like services
(Fairhurst, 2015).
2.23. Advantages of recommended systems:
The advantages are identified below
Estimate of time
frame for delivery by HDS
Here lies the proper estimation of time needed to complete
the project plan successfully within time. Here lies the necessity to
integrate budgets and achievable deadlines.
Estimate of the total
net expense of solution
This is the financial estimation needed to help buyers and
owners to determine a direct and indirect cost of a system.
2.24. Risk assessment by HDS:
The various risks are identified below.
1. Identifying the limitations of the project resources.
2. There is lack of knowledge of business processes and improper change of management
along with a scope of a project.
3. Determine the lack of vendor and supplier support.
4. There is ineffective project communication taking place among stakeholders of team
members.
5. Unclear project objectives and goals.

6. Poor project management team and departmental cooperation.
7. Lack of top management commitment and support.
2.25. Identification of analyzed costs and benefits:
While developing a business plan for existing or new company, projects, products, the
planners must estimate a cost to analyze whether the benefits or revenues must cover the cost. It is
done in both government and business (Cruz, Peters & Shevchenko, 2015). Further, there is a proper
cost of a structure with breakdowns in cost items. For estimating the proper costs, a suitable budget
plan is to be created. Project scheduling must be done for estimating the proper time for completing
a project on time.
2.26. Clarifying clients regarding various misunderstandings:
To clarify the clients about different misunderstandings and disagreements with clients one
must prevent every issue within time. This must be done before it affects the business operations
and project plans of the current organization. The communication plan must be done to deliver
stakeholders with data related to project and implementing proposed IT solutions (Brijs, 2016). Here
effective communication plan should be developed to assess interest and power of stakeholders
such that can mitigate every misunderstanding. This results in successful completion of project plan
within the scheduled time.
2.27. Documenting negotiated agreement with clients:
During a time of negotiation for any agreement with a client, engineers should be offer
clients with various long-term services. This needs greater deal with trust and communication.
Further, there is an initial negotiation of a contract that sets with stages and tones back the
negotiation that runs the entire project life-cycle. The successful plans set the organizations to turn
into more expensive with equitable sharing of risk. Here proper negotiation is to be done along with
problems and designing creative solutions satisfying various parties having interests.
2.28. Allocating resources to solutions:
Here the IT arrangement of HDS has intended to sort out information of cloud. This is to
bring the area safely and effort. This is needed to merge various data flows helping spot plans and
bits of knowledge. The arrangement is needed to create constant data that makes revealing
flawlessly (Grant, 2016). This relegates, includes and tracks of things needed to be dealt. Here, the
suggested systems overlook battles from looking into a competition. Here a legitimate framework
must keep data secured. This must enable proper clients for accessing the needed data. This helps
clients to access instead of any need of trading of security of private and data or external data.
2.29. Allocating requirements for particular project release:
Any secured selection of distributed has been reduced to cost and improves the
administrations of facilitated clouds. It has been offering various cost investments funds along with
expanding IT readiness. Here, the distributed computing administrations are the basic developments

that must empower powerful IT. This has demonstrated the issue of various authoritative assets
(Bargiela-Chiappini & Nickerson, 2014).
2.30. Analysis of progress in a new initiative:
Usage of distributed computing administration has provided HDS with chances to provide
facilitated administrators to customers. The web based business ends with the favored method to
providing HDS with ease along with comfort (Balleer et al., 2016).
2.31. Developing options:
Quality This must be developed by providing hosted open source IT solutions
for HDS.
Time It intends to complete all the tasks in scheduled time and there must
be no chance to make delay in the project plan.
Target
performance
This must check that there are no scopes of any limitations and
reverse influences for HDS.
Cost This is adequately estimated to complete the cost of a scheduled
budget (Eberlein et al., 2014).
CONCLUSION
A new system has been proposed and once we run the new improvements as mentioned
before, the HDS’s productivity in general (income, service quality etc.) will be improved.