Assessment 1: IT Support Needs Analysis Report for ABC Pty Ltd

This report presents an IT support needs analysis for ABC Pty Ltd, a Victorian energy reseller. The analysis begins with an organizational chart and identifies the IT support's central role. It then examines the business's structure, including departments like Corporate Relations, Sales and Marketing, and Customer Service. The report defines the problem by outlining stakeholder roles, service objectives (quality service, customer satisfaction), and required resources (automated messaging, skilled professionals). It addresses assumed constraints such as employee skill gaps and customer preferences. The analysis then details functional and non-functional requirements for each department, covering areas like business rules, audit tracking, and transaction correction. The conclusion highlights the importance of IT support across all departments and the organizational structure designed to reflect these needs. The report also includes a bibliography of relevant sources.

Running head: IT SUPPORT NEEDS ANALYSIS
IT SUPPORT NEEDS ANALYSIS
Name of Student
Name of University
Author’s Note

1IT SUPPORT NEEDS ANALYSIS
Assessment 1
Diagram 1: organizational chart
Source: created by author
1. The IT support is to be placed in the middle where all the other departments
would be connected, this is because information technology would be used by
almost all the departments, and hence IT support would be required by every
department as well as customers.
2. The target audience of the organization would be the departments that make
use of the information technology services, they would take help of the IT
support of any sort of operation that is undertaken by the help of organization
technology. The IT products that would be used by department of corporate
relation and sales and marketing include social websites that would be used for
the purpose of maintain public relations.
3. The IT products that would be used by customer service include catboats.
Department of product development can use online feedback forms that could
be used for the purpose of keeping a track of their quality of products.

2IT SUPPORT NEEDS ANALYSIS
4. The support required by corporate relationship is to solve various issues faced
by them in their strategies and the issues created in their corporate relations
sue to some technical fault. The sales and marketing would need the support
for installing as well as configuring the computer software and hardware
systems. Customer service would need the IT support for the purpose of
setting up accounts for various new users, replacing as well as repairing
various equipment’s and some more.

3IT SUPPORT NEEDS ANALYSIS
Introduction
IT support is a vital department that must be present in the ABC Pty Ltd. The
information technology would help the organization carrying out numerous functions in an
effective manner. This makes it necessary for the organisation to keep hold of a good IT
support. This is critical because the It support must be aware of the services provided by the
organizations along with their target customers.
Company description
ABC Pty Ltd is particular organization which is an energy reseller. This organization
deals with marketing as well as selling various energy products of a specific national
supplier. This company usually operates from its headquarters that is situated in Melbourne
and it employs around 120 employees along with the top support management. The company
has numerous departments and stakeholders who are responsible for carrying out their
respective responsibilities considering the services that are dealt with by the company.
Problem definition
Business/Department Need: The business consist of numerous departments, and
they have their individual tasks, which need to be carried out in an effective manner, these
tasks if carried out manually might be face numerous issues.
List of Stakeholders and their roles: The list of stakeholders of this particular
organization include board of directors, CEO, sales and marketing manager, general manager,
departmental manager, assistant manager, staff members and customers of the customers.
Board of directors, CEO and general manager these stakeholders take care of that fact that the
operations of an organization is carried out in an effective manner. The departmental manager
and the assistant manager aims in motoring the performance of the entire organization and
ensure that every activity is carried with utmost care.

4IT SUPPORT NEEDS ANALYSIS
Service Objectives: The service objectives of the organization include providing
quality services to their customers and provide them error free services, it also aims in
providing effective customer services where their queries and complaints are answered.
Besides this, the company also aims in providing the employees with a good environment at
the workplace, customer satisfaction is their service objective which would help in targeting
their customers.
Required Support Resources: There are numerous resources that are required for
the purpose of implementing IT support within the organization, these resources are different
in different departments and usage, they would also provide different advantages to the
organization in numerous aspects. Required support resources of the company include
various technologies that would be helpful for the purpose of helping out the departments.
These technologies include automated messaging systems, this would help the organization in
answering some basic queries of the customers in an automated format, suppose a customer
wants to know the status of this delivery, and this could be done by the catboats. Some more
resources that would be needed by the organization include skilled professionals, the
organizations might need to recruit various employees who are skilled in this particular field.
Assumed Constraints: Some assumptions of the problem include issues with the
unskilled employees who does not have much idea regarding the technologies that are used
by the organization, one more issues that could be faced by the employees is the customers
who do not want automated calls or messages. This would result in wasting their time by
answering calls or replying the messages that could easily be answered by chat bots.
List of Assumptions: the assumptions that are made include lack of skills within
employees might hamper the proposed solution. Not all the customers would be satisfied with
the solution because some of them might seek manual assistance.

5IT SUPPORT NEEDS ANALYSIS
Specific requirements for each department
Functional Requirements
Corporate relations: some functional requirements of corporate relations include
business rules. Some non-functional requirements include performance, security, and
availability.
Sales and marketing: some functional requirements of Sales and marketing include
audit tracking, external interfaces. Some non-functional requirements include performance,
scalability, and capacity.
Customer service: some functional requirements of Customer service include
transaction correction, adjustments as well as cancellations. Some non-functional
requirements include performance, availability, recoverability, maintainability.
Product development: some functional requirements of Product development include
authorization levels, authentication, certification requirements, and reporting requirements.
Some non-functional requirements include performance maintainability, serviceability.
Non Functional Requirements
General administration: some functional requirements of General administration
include authentication and historical data. Some non-functional requirements include
performance, security.
Information technology: some functional requirements of Information technology
include, legal and regulatory requirements. Some non-functional requirements include
performance, regulatory, environmental, data integrity, usability and interoperability.
Conclusion

6IT SUPPORT NEEDS ANALYSIS
From the above conclusion it could be stated that the ABC Pty Ltd has numerous
departments like Corporate Relations, Sales and Marketing, Customer Service, Product
Development, General Administration and Information Technology, these departments have
their own functions and their own position within the organization, the information
technology has been placed at the top most level in the organization, this is because every
department requires more or less support of information technology. Hence the organizational
structure had been created considered the roles and responsibilities of every department. This
part of the assignment discusses regarding the problem definition which includes various
parts such as Business/Department Need, List of Stakeholders and their roles, Service
Objectives, Required Support Resources, Assumed Constraints and List of Assumptions.

7IT SUPPORT NEEDS ANALYSIS
Bibliography
Badidi, E., & El Koutbi, M. (2016). Towards Automated SLA Management for Service
Delivery in SOA-based Environments. International Journal of Adaptive, Resilient
and Autonomic Systems (IJARAS), 7(1), 26-40.
Casola, V., De Benedictis, A., Rak, M., & Villano, U. (2016). SLA-based secure cloud
application development. Scalable Computing: Practice and Experience, 17(4), 271-
284.
Chen, H., Liu, X., Xu, H., & Wang, C. (2016). A cloud service broker based on dynamic
game theory for bilateral SLA negotiation in cloud environment. International
Journal of Grid and Distributed Computing, 9(9), 251-268.
Ghildyal, A., & Chang, E. (2017). IT Governance, IT/Business Alignment and Organization
Performance for Public Sectors. Journal of Economics, Business and
Management, 5(6), 255-260.
Janampa, R., Melendez, K., & Dávila, A. (2018, September). Information Technology
Service Management Processes for Very Small Organization: A Proposed Model.
In Trends and Applications in Software Engineering: Proceedings of the 7th
International Conference on Software Process Improvement (CIMPS 2018) (Vol. 865,
p. 55). Springer.
Montenegro, C., de la Torre, A., Néjer, M., & Zapata, M. (2017, September). An experience
to improving IT development into developing country public sector organizations.
In ECISM 2017 11th European Conference on Information Systems Management (p.
199). Academic Conferences and publishing limited.

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Salmanoğlu, M., Demirörs, O., Coşkunçay, A., & Yıldız, A. (2017, October). Exploration of
a Practical Approach for Assessing the Measurement Capability of Software
Organizations. In International Conference on Software Process Improvement and
Capability Determination (pp. 415-429). Springer, Cham.
Venkatesh, V., Windeler, J. B., Bartol, K. M., & Williamson, I. O. (2017). Person-
Organization and Person-Job Fit Perceptions of New IT Employees: Work Outcomes
and Gender Differences. MIS Quarterly, 41(2), 525-558.