PROJECT OVERVIEW
ELSYS Help Desk Replacement
The Georgia Tech Research Institute is one of the leading research organizations in the world, that solves complex problems through innovation and customer-focused research and education.
GTRI is home to many labs, including the Electronic Systems Laboratory (ELSYS), which delivers innovative products, research, and education which have positive and lasting impacts on their customers. To accomplish this, ELSYS is supported by a world-class IT team that provides technical solutions and support to the engineers. These solutions and support are facilitated through a help desk ticketing software.
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Our task this semester is to test, evaluate, and implement a new help desk software for the ELSYS lab. We will be selecting candidates, evaluating their functions, and performing extensive testing to decide the best solution for the next help desk software. Ultimately, the final software candidate will be implemented into the ELSYS IT department as their new help desk system.
Milestones
Milestone #1 - Plan
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Develop final list of requirements
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Examine ticket system options
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Choose final 3 candidates
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Have a test environments set up for 3 candidates
Milestone #2 - Evaluate
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Customize candidates to best match current environment
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Begin migrating data from Kayako into each candidate system
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Demo three candidates features and lack of
Milestone #3 - Implement
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Documentation
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Complete analysis of alternatives w/ recommendation
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Write Implementation Guide (Process Document)
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Implement (optional) – Based on findings and time allowed