Management Information Systems Report: eServGlobal Case Study

This report examines the Management Information Systems (MIS) of eServGlobal, an IT company. It begins by outlining the job requirements of an IT technical support officer, detailing their responsibilities in maintaining computer systems and networks. The report then identifies key groups and individuals within eServGlobal, including CRM, data analysts, and various departmental managers and technicians. It highlights critical groups like software test management systems and their significance in the testing process. The core of the report focuses on the nature of interdependency between different departments, illustrated through an interdependency diagram that shows the relationships between management, the CIS unit, and the customer care team (CRM). The report explains these interdependencies, emphasizing the flow of information and work orders. Finally, it offers recommendations to enhance efficiency, satisfaction, and effectiveness, suggesting redesigning the organizational structure, establishing fixed work routines, and promoting more interactions between units. The report concludes with references to support its findings.

Running Head: MANAGEMENT INFORMATION SYSTEMS
Management Information Systems
Name of the Student
Name of the University

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Table of Contents
Background of the Chosen Company..............................................................................................2
1. Job Requirements.........................................................................................................................2
2. Important Groups and Individuals...............................................................................................3
3. Critical Groups.............................................................................................................................4
4. Nature of Interdependency..........................................................................................................5
5. Interdependence Diagram............................................................................................................5
6. Explanation of the Diagram.........................................................................................................6
7. Recommendations........................................................................................................................8
References........................................................................................................................................9

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Background of the Chosen Company
The chosen company is eServGlobal, an IT company that provides innovative solutions
to the mobile service providers and financial service organizations. In order to extend services
over several countries around the world and achieve success in the product design and
development, the company has established a strong organizational structure in each of the
branches where all the units work together in order to complete the daily operations successfully.
The organizational structure follows standard IT unit structure and has several designated job
posts that interact with each other in order to complete all the work orders and processes
successfully.
1. Job Requirements
IT technical support officer generally monitors or maintains the various kinds of
computer systems and networks in an organization. There are certain number of jobs roles
associated with it like installation, configuration, diagnosing of hardware and various kinds of
software faults in system. The role of IT officer may vary depending on the size of the
organization and many other areas of expertise (Clarkson & Gangell, 2017). Various
organization round the globe are heavily depending on various computer systems in the various
areas of operations and decision making process. It is therefore important for correcting and
maintenance of various kinds of IT systems. The job titles may easily vary to other position like
application support specialist, help desk operator, maintenance engineer and lastly technician
(Pathak, 2015). The work of IT technical support officer is more about understanding the needs
of information systems and also played an important role for applying knowledge related to

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various computer hardware and software. IT technical support officer generally focus on smooth
and easy running of various kinds of computer systems and so that one can easily get maximum
amount of benefit from it. Individual task can depend on the size of the organization.
 Installation and configuration of various kinds of computer hardware related
operating systems and various kinds of application.
 Troubleshoot of system and network related problems, diagnosis and overcoming
of hardware and software related faults.
 Providing support which is inclusive of procedural documents and related reports.
 Testing and evaluation of new kinds of technology.
 Conduction of electrical safety checks on various kinds of computer equipment’s.
Due to nature of work one guy associated with this kind of work may be focused to work
shifts and also may need extra amount of hours for finishing a job (Coggburn, Battaglio Jr &
Bradbury, 2017). Opportunities are for part-time work are generally common in a given or
provided working hours in various kinds of large organization but it may be possible for some
kinds of smaller organization. Breaks in career are generally considered to be rare so that it can
easily keep up to date with ever changing specific software and operating systems.
2. Important Groups and Individuals
CRM or Customer Relationship Management is nothing but a system which generally
aims in improvisation with existing number of customers. The system has brought new kinds of
prospective which can easily break down software in collecting, organization and proper
managing of various customer information (Kontogiannis, Leva & Balfe, 2017). There are large
number of benefits of using of customer relationship management is that improved customer

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relations, increasing of revenue of customers, improvisation of upselling and cross selling and
better kind of internal communication. It also aims in optimization of marketing. Implementation
of a CRM strategy is considered to be both beneficial to small scale and large scale organization.
The list of benefits of using of CRM (Customer Relationship Management) has been described
above.
There are a large number of employees from various departments with which it generally
interacts. Sam Ash, Tester in the department of IVS (Testing of related projects). Caleb Liebe,
DNA that is big data analyst (Cooney, 2018). Jeremey Howe, Manager of Human Resource
Department, Rory Bethune, Trainer in the training department of the organization. Darcy
Belmore, facility manager in the department of the organization. Archie Dyson, technician from
engineering department. Justice McLaren, technician from R&D (Research and Development
Department).
3. Critical Groups
There are large number of characteristics of Software test management system like end
user flexibility, transparency and task tracker. As per various kinds of QA tester the software test
management system will be much easy to use for avoiding training costs. For proper kinds of
testing process the testing scenario is considered to be different for various kinds of projects. The
quality of assurance tester generally appreciates the aspect of test management system for tracing
of various kinds of software (Wieland, Ryding & Vignali, 2015). An effective way for
management system is not properly catering the various kinds of needs and also managing of
records on executed tests. The traceability generally removes potential kinds of stress between

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quality assurance and development of firms and improvisation of transparency in various kinds
of departments.
4. Nature of Interdependency
The various kinds of programs for employee training department like program
management, needs of assessment, proper kinds of alignment, goals and metrics of the
assignment, proper leadership for buying of goods, relevancy and marketing and various kinds of
communication related to it and lastly enforcement of training (Evans et al., 2016). There are
many characteristic of big data analysis for an organization like it can be easily programmatic, it
can easily drive the provided data, it can make use of lot of attributes, it can be considered to be
iterative for a large number of people. It can be easily considered to be quick when the computer
cycle needs leveraging of a cloud based or dependent infrastructure.
There are large number of effectiveness of training programs like starting with a proper
kinds of needs of assessment, identification and communication purpose, objectives and large
number of outcomes, proper kinds of relevancy, active kind of demonstration, various kinds of
opportunities for practices, providing regular kinds of feedback during any kinds of training. It
also focuses on post training kind of environment. Training departments in an organization will
ultimately focus on bettering of outcomes of employees and various kinds of organizational
impact (Selvaraj, 2016). After that training is considered to be an important for employees for
providing opportunities and organizational impact. It also focuses of design of training for
delivering of methods which can be easily used. From these, it is evident that the different units
and entities inside the organizations must be interdependent on one another in order to complete
daily work orders of the company.

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5. Interdependence Diagram
The interdependence diagram is shown as follows.
Figure 1: Interdependence Diagram
(Source: Created by Author)

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6. Explanation of the Diagram
The interdependency diagram shows in brief regarding the importance of the
dependencies in the IT departmental setup in order to complete the operational requirements. The
chosen job role i.e. the IT Technical Setup has a number of interdependencies inside the
organizational structure with the various working groups in order to complete the duties and
roles and successfully. The three main interdependencies are shown in the diagram and are
evaluated as follows.
Interdependency with Management – The duty of an IT Technical Support is to monitor
the entire computer system and provide suitable feedbacks to the management in case of any
changes or modifications needed. In addition, there are daily work orders like working on certain
part of the server, new server, particular network and others that are provided to the technical
support by the management (team leaders) (MacDougall et al., 2015). The technical support
officer needs to perform these duties and provide daily updates and reports to the team leader for
further work orders. On the other hand, the daily reports are required by the management for the
purpose of monitoring and change management.
Interdependency with CIS (Infrastructure Unit) – This is unit includes database
manager, network manager, OS support service and other roles where the employees need to
perform their work in designing, developing and maintaining the servers, databases as well as
other system infrastructures (Luff et al., 2017). However, they require monitoring and supporting
the networks and servers that are performed by the technical support. Hence, their works are
interdependent on each other.

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Customer Care Team (CRM) – The customer support employees communicate with
customers and collect feedbacks and work orders (Eddleston & Mulki, 2017). If the work orders
are related to the technical changes and management, they are forwarded to the technical support
who then monitors the client’s system, identifies the problems and after these issues are solved,
the technical support forwards return feedback to the customer service employees.
7. Recommendations
In order to increase the efficiency, satisfaction and effectiveness of the interdependencies,
the following recommendations are suggested.
Redesign the Organization Structure – Although the current system is working well, it
can be further enhanced by redesigning the entire organization structure. Due to the
interdependencies with many units, the technical support often receives too much work order to
be completed at a time. It can be solved by creating separate technical support teams for different
units although they can work together.
Fixed Work Routine – In order to avoid additional work pressure, daily work routines
should be set for each job roles. Furthermore, different shift timings can be set for employees so
that at the end of a shift of one employee, another can take over and complete the work routine
for the day.
More Interactions – Another important requirement to enhance the interdependencies is
the communication between the units. With a well developed communication and interaction
system, the interdependency process can be enhanced and satisfaction can also be reached by the
different units.

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References
Clarkson, G., & Gangell, H. (2017). Community ambulance response trolleys (CART): preparing
students for the paramedic workplace. Australasian Journal of Paramedicine, 14(1).
Coggburn, J. D., Battaglio Jr, R. P., & Bradbury, M. D. (2017). Employee job satisfaction and
organizational performance: The role of conflict management. International Journal of
Organization Theory & Behavior, 17(4), 498-530.
Cooney, R., Stewart, N., Ivanka, T., & Haslem, N. (2018). Representational artefacts in social
problem solving: A study from occupational rehabilitation. Design Studies.
Eddleston, K. A., & Mulki, J. (2017). Toward understanding remote workers’ management of
work–family boundaries: The complexity of workplace embeddedness. Group &
Organization Management, 42(3), 346-387.
Evans, A. B., Carter, A., Middleton, G., & Bishop, D. C. (2016). Personal goals, group
performance and ‘social’networks: participants’ negotiation of virtual and embodied
relationships in the ‘Workplace Challenge’physical activity programme. Qualitative
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International Journal of Cross Cultural Management, 15(2), 135-149.
Kontogiannis, T., Leva, M. C., & Balfe, N. (2017). Total safety management: principles,
processes and methods. Safety science, 100, 128-142.

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Luff, P., Heath, C., Patel, M., Vom Lehn, D., & Highfield, A. (2017). Creating
Interdependencies: Managing Incidents in Large Organizational Environments. Human–
Computer Interaction, 1-41.
MacDougall, A. E., Bagdasarov, Z., Johnson, J. F., & Mumford, M. D. (2015). Managing
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Selvaraj, N. (2016). Collaborative decision making in complex work settings: a process of
managing inter dependencies (Doctoral dissertation, Middlesex University).
Wieland, J., Ryding, D., & Vignali, G. (2015). A new framework for managing marketing mix
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