Customer Service Management Project: XYZZY Software Limited Analysis

This project report focuses on the implementation of service management and support for XYZZY Software Limited, addressing challenges related to version maintenance, customer support, and software development. The report recommends an Agile project approach, emphasizing continuous monitoring, clear hardware/software specifications, continuous integration, and functional requirements analysis. It details the implementation of Agile methodology with a focus on vision, strategy, engagement, and review, along with testing and user acceptance phases. The project includes the design and development of a working prototype using Figma, detailing the design process, ASP.NET core implementation, and the creation of application folders, code, and database migrations. The report also defines daily progress points for performance measurement, including call triaging, issue resolution, incident prioritization, and error identification, to improve the overall performance of the project and customer satisfaction.

Service Management and Support
Project
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Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Service management is based on the concept that enable an organization to increase
enterprise value from the use of information technology. It provides the delivering and obtaining
value where internal service provider works with customers. It has responsibility for associated
with risks and costs. Project support is based on the wide range from administrative duties on
large scale projects. The proposal will justify the recommendation that planned and coasted
project. It will create the agile project for implementing management system which mainly
including user acceptance, testing and delivery. The report will describe about the overall design
and development working prototype. However, it will define the daily progress point which
enable to analyse critically overall performance of project.
MAIN BODY
Recommendations that provide full justification.
As per recommendation, it has been justified that require proper planning by board of
directors of XYZZY Software limited. The owner needs to design or develop an efficient plan
for software development which help for maintaining revenue from sales and support. Initially,
XYZZY has experiencing significant problem with version maintenance, control of bespoke
development streams. Many customers are suffering the problem related services, especially
when follows update or release Microsoft (Petro, Ojiako and Marshall, 2020). It is frequently
inundates the development team with customer support. In this way, it is the best solution for
providing better facilities to customer while resolving their issues in quickly manner.
By resolving the problem and issue within system, XYZZY company will develop an
effective plan for recommendation in the Agile project.
 Improve continuous monitor operations: It is important for identifying the size of
project which mainly monitor activities of services and support for improvement process.
It assists to reduce the operational services within organization. (Lyons, Thompson and
Boyce, 2019). In this way, it is recommended that XYZZY firm use continuous operation
automation in the organization to save time and also delivered the integration or
deployment. In order to achieve significant goal and objective of enterprise.
 Make sure that clear accepted hardware and software: XYZZY company will use
SIX Sigma methods that assists for maintaining quality of services. It is important for
entire development team to understand process, make sure that aware, accept and
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understand where process must be controlled proper manner. it should be required to
deploy the production while might eliminate bugs in coding (Petro, Ojiako and Marshall,
2020). It has recommended that choose an appropriate hardware, software which help for
controlling entire software effectively and efficiently. It involves PC, processors, space
disk and so on.
 Spend a time on the continuous integration and automation: XYZZY company may
use lean efficiency that help for improve integration time and also helping for reduced the
wastage. This type of process will be done during implementation where continuous
build, integrate software. Developer are continuously running the test process because it
requires to identify any type of threats otherwise entire business productivity is going to
suffer. In this way, it has recommendations to spend some time and break off application
in smaller units. It helps for maintaining and controlling entire process (Schultz, Graw
and Kock, 2019).
 Consider functional requirements: XYZZY software company will use the customer
service technique in order to identify preference, demand of potential client. After
starting the software development process which require to identify functional needs of
system. sometimes, it is going to get trouble for stakeholder (Petro, Ojiako and Marshall,
2020). All activities such as scalability, security, availability, performance that are
considered as an important in the software development. it always supports for providing
information in relates to the product as well as services.
Implementing Agile methodology which mainly including testing, delivery and user acceptance.
Agile project management can tremendously increase chance for success but it will require
the proper knowledge, leadership during implementation. As per case study, it has found that
XYZZY company always concern about the control, optimisation of software development
cycle, installation control, customer service support, lean efficiency improvement processes.
These are different processes which mainly implementing in management system in proper
manner (Deelman and et.al., 2019).
Agile methodology has taken the software development which are rapidly increased in
global world. it mainly starts with the core principles such as Agile Manifesto. The principle is
all about the collaboration, adaptive and flexible. It is built on the premises that entire now
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change in regular basis. XYZZY Company will use agile methodology so that they can
implement plan as given below:
 Vision: To develop an efficient software application that help to meet the customer
satisfaction level (Petro, Ojiako and Marshall, 2020).
 Strategy: Project manager will develop strategy that help for identifying goals and
objectives. in order to define targets.
 Engagement: it will develop communication plan to interact with stakeholders for
collecting necessary resources for project development.
 Review: The organization has reviewed the entire strategy plan and make sure that plan
effectively executed in proper manner.
XYZZY software company will implement Agile method in the project that has been validated
its time for particular application development. It emphasizes the allocation of work based on
priorities instead of project plan (Lyons, Thompson and Boyce, 2019). It allows for maintain
coordination between team members where how they were implementing the measurement
criteria.
Testing is continuous process rather than sequential because it being with start node of
project. There is ongoing interaction between development as well as testing. The primary
objective of testing in the project to achieve high quality of services (Lyons, Thompson and
Boyce, 2019). in this way, it easily maintains and control overall performance of software in
proper manner. As complexity of software development process evolve the need and keep up
with the multiple development approaches (Petro, Ojiako and Marshall, 2020). In context of
agile testing, it is mainly focused on the testing smarter for identifying the errors, bugs within
system (Burton, James and Bennett, 2019). in this way, it has chances to build a strong
collaboration between developer and tester. After testing, it makes sure that the entire system
process works effectively, because it automatically leaving bugs in the code. therefore, it can
utilise the waste of time and money. Sometimes, developer need to produce working software
that’s easy to use.
Delivery:
User acceptance is known as end-user testing that mainly defined as software by client. It
can be accepted or not. In the project, it will be applied in final stage where entire software
developed (Petro, Ojiako and Marshall, 2020). The purpose of user acceptance is to validate
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software against enterprises requirements. The validation is mainly carried out by end user, those
are familiar with XYZZY company. Functional testers and developers are both work together to
validate against functional specification (Lyons, Thompson and Boyce, 2019). Sometimes, it also
interprets the requirement as per knowledge and also develop test software. Software testing is a
process of evaluation a software item to detect various difference input and output. In this way, it
also assesses features of software and testing the better quality of product. Sometimes, it should
be done at the time of development process.
Application in place of smart base product design, develop working prototype.
XYZZY software company focus on the management system where they can write about
software application known as smart base. It will try to established link to Microsoft exchange
database. But initially, they require to approval from higher authority so that contractor develop
software for client (Lyons, Thompson and Boyce, 2019). This type of application is useful for
associated with the client, identifying their specific need and requirement. As software has
become more popular in global marketplace. it useful for organization from sales and support in
development.
XYZZY company is experiencing the problem in their control version which are directly
affects on the business operations and functions. It seems to be new smart base application use in
the XYZZY enterprise, it requires the working with team that has idea and rushing towards
viable item. So as require to design, prototype working of Smart base application that support
overall business performance.
XYZZY software company evaluate working model which mainly used Figma as
prototyping for application design. It assists for increasing attention of web designer and also
generate accurate result or outcome. Afterwards, it will perform design processes on the basis of
preliminary activities that permits experiment which reflect on the user’s application (Tavares,
da Silva and de Souza, 2019). In order to evaluate the requirement of user. Software developer
mainly test entire system model and also identifying errors, bugs whether it keep in mind to do
major modification if it required.
For product, it is an essential for XYZZY company which may include software
development life cycle. It mainly consists of planning, designing, testing, development,
maintenance.
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For designing, XYZZY use the ASP.net core that help for increasing overall business
efficiency and performance (Tavares, da Silva and de Souza, 2019). It is also considered the
important component in prototype design such as Software requirement analysis. It is helping for
identifying the resources, software and hardware which become best practices in order to achieve
aim of business. in order to identify the software solution that provide the better design structure.
For purpose of designing there are some common working activities follows:
 Initially, it is to create folder for application in suitable location. this type of phase is
essential for modifying into add entry when tool package was proper installed. Once the
process executes, it can test if enter commands. Furthermore, it is also navigating to the
project folder in command or terminal (Tavares, da Silva and de Souza, 2019).
 It will create design model to the application, rename the new file and add suitable code
in proper manner. Sometimes, programming codes can be defined into two entities while
participating in the relationship development.
 Another way, it will add migration that used to keep maintain database schema in sync
with proper mode. There is no database at moment where migration will create it.
Sometimes, it has added entities in the table and represented by DBset (Behutiye and
et.al., 2019).
 Modifying the database with the help of migrations and selected the specific string
properties. It mainly used the migration to do changes in the database schema (Petro,
Ojiako and Marshall, 2020). The complete application prototype can be produced
exclusively with reusable software which are highly complex in program execution.
Apart from that it also develops and evaluate the prototype of MIS development, XYZZY
needs to test the overall prototype. It useful for designer to access validity and reliability of
design pattern. It is helping for visualise as well as materialise an idea.
Define the daily progress point and identify performance of project.
Daily progress unit:
It can be defined the daily progress point for implementing the measurement system in
order to identify the overall performance of project. It will help for organization to achieve
significant goals and objectives (Petro, Ojiako and Marshall, 2020). The primary goal is to
measure the value of implementing project in the business while showing improvement in some
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aspects. Business practices has been compiled with the extensive list of possible measure
considerations.
In XYZZY software limited, Customer service manager has demonstrated the decision on
behalf of implement change which indeed to add more value. It will identify the performance of
project within organization. It should be including the record of all type of service by using calls.
 It will support call triaged and recorded which always support for checking quality of
system at same time. it also identified the efficiency and how they impact on the
operations.
 XYZZY will check large amount of call which are being resolve the communication
issues on regular basis. It also resolved the customer issues or problems.
 It must ensure that high priority of particular incident, maintaining the workload within
organization.
 It will check the different errors, bugs in the application on the basis of finding and also
improved the customer satisfaction.
It is an essential for project development which often determined by whether or not kept in
specific timeline. The project manager know how it is hard, if it easier to continue monitor
activities of project progress. The phase is become good time in quality review while checking
both quality of project management and delivered the best services. On the other hand, it
improved the overall performance that are translated into values. So as needed to maintain
schedule performance with project over period of time. It can be translated into improvement
with the help of project cycle time (Tavares, da Silva and de Souza, 2019). Furthermore, the
manager should be considered software metrics which are becoming great for management. It
helps for quickly track the development progress, set goals and other type of measurement
performance. Sometimes, it become difficult for simplifying the software development that can
easily achieve goals.
The metrics are established the connection with software development team while
reducing line of codes, reported large number of bugs, increase software iterations and complete
task on time. by using software metrics, it should be used management approach and represented
in the form of numbers (Tavares, da Silva and de Souza, 2019). Software performance
measurement is to be considered as baseline components of good project development. it can
understand when development team to do best work in proper manner.
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Apart from that there are certain agile process metrics such as cycle time, lead time, team
velocity and open or close rate. It is helping for manager to planning and inform decision about
the project progress (Tavares, da Silva and de Souza, 2019). in this way, it can easily measure
overall performance of project effectively and efficiently.
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CONCLUSION
From above discussion, it concluded that Service management is a framework that
support for business that enable an organization to increase brand value from the use of
information technology. It provides the delivering and obtaining value where internal service
provider works with customers. It has summarized about the recommendation that develop a plan
for coasted project. it has designed the agile project for implementing management system which
mainly including user acceptance, testing and delivery. Furthermore, it can be identified the
overall design and development working prototype. However, it can easily define the daily
progress point which enable to analyse critically overall performance of project.
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REFERENCES
Book and Journals
Behutiye, W. and et.al., 2019. Management of quality requirements in agile and rapid software
development: a systematic mapping study. Information and Software Technology.
p.106225.
Burton, J., James, J. and Bennett, D., 2019. On the Deployment of Software
Management. International Journal of Software Systems Research and
Methodology. 8(1).
Deelman, E. and et.al., 2019. The evolution of the pegasus workflow management
software. Computing in Science & Engineering. 21(4). pp.22-36.
Lyons, C., Thompson, E., Carr, A. and Boyce, R., 2019. Towards the Simulation of Software
Management. Software engineering and CS Journal. 4(1).
Petro, Y., Ojiako, U. and Marshall, A., 2020. Organizational ambidexterity: using project
portfolio management to support project-level ambidexterity. Production Planning &
Control. 31(4). pp.287-307.
Schultz, C., Graw, J., Salomo, S. and Kock, A., 2019. How Project Management and Top
Management Involvement Affect the Innovativeness of Professional Service
Organizations—An Empirical Study on Hospitals. Project Management Journal. 50(4).
pp.460-475.
Tavares, B.G., da Silva, C.E.S. and de Souza, A.D., 2019. Risk management analysis in Scrum
software projects. International Transactions in Operational Research. 26(5). pp.1884-
1905.
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