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Intro- The outline covers some of the important roles of a help desk including security
and also discusses the concepts and structuring that are part of a help desk.
1. Week 1 Roles and Responsibilities
A. Centralized versus Decentralized
B. Staffing Structures
1. Pool
2. Dispatch
3. Tiered
4. Specialized
5. Method
C. My Recommendations About the Structure
1. Tiered staffing structure
2. Centralized help desk
3. Pros and Cons about structure
2. Week 2 Tools and Technologies
A. Steps in Problem Solving
1. Identify the problem
2. Determine the cause of the problem
3. Generate options
4. Evaluating and prioritizing options
5. Determining a course of action
B. Issues and Required Technology
1. Phone systems
2. Prototypes
C. Concluding Statements
1. Group efforts
2. Proper training
3. Week 3 IT Systems Support
A. Self- Service Applications
1. Requirements
B. Tools Available for Web Based Solutions
1. Ticketing submission forms
2. Benefit of Tool
C. Real Time Vs. Delayed Assistance
1. Phone Support
2. Messaging Applications
3. Monitoring Web-Based Activity
4. Remote Control Programs
D. Knowledge Base
1. Description of knowledge base
2. Managing the knowledge base
3. Benefits of a knowledge base
4. Week 4 Processes and Problem Resolution
A. Service Level Agreements
1. Definition of service level and SLA
2. Concepts of SLA’s
3. Importance of SLA
B. Metrics
1. Purpose of metrics
2. Examples of metrics
3.
C. Customer and Employee Satisfaction
1. Positive feedback
2. First response time
3. Performance and overall ticket count
4. Distribution of work equally
5. Week 5 Performance and Management
A. Help desk application security
1. TBD
2. TBD
B. Help desk business continuity
1. TBD
2. TBD
6. References
Running Head: PROCESS IMPROVEMENT
Software Systems Engineering Process CS671-2002A-01
Shirish Bhatnagar
Colorado Technical University
April 29th, 2020
1
MICROSOFT PROCESS IMPROVEMENT
2
Abstract
Microsoft is the world’s largest software development company.it was founded by Bill
Gates and his friend Paul in 1975 from the improvement of BASIC. This programming language
was then used in personal computers (Kozlovska & Vinnik, 2017). Microsoft started with the
aim of developing applications and systems to be used in personal computers. Microsoft has a
strong foundation in software development for individual computers. The culture of Microsoft
has enabled it to remain at the top of its game, considering its bargaining power in technological
advancement.
Categories of software developed.
The Microsoft designs computer software that is categorized into the application, system,
programming, and driver software. In the bigger picture, programming and driver software are
considered system software. They are both used in running systems software to enhance the
performance of the operating system. Application software enables the user to perform specific
tasks. This application software developed by Microsoft includes; Microsoft office, which
combines all office used applications in one, Microsoft suite, among others. Systems software is
essential software; they create a computer connection between hardware and software and give
the implementation, programming, and driver software an environment to operate. MS-DOS was
the first system software developed by Microsoft from BASIC programming language
improvement (Kurbanova, Korableva & Kalimullina, 2018).
MICROSOFT PROCESS IMPROVEMENT
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Contents
Abstract
2
Process Improvement
4
Improvement Goals
4
Industry-Accepted SDIP Methods
Selected Methods for the Improvement Plan
Background Material
Identification and Justification of the Solution
5
7
8
9
Implementation and Communication Plan
11
Metrics and Measurement Process Improvements
12
Definition
12
Collection
13
Who collects?
14
Evaluation and Analysis
15
Inhibitors to collection and evaluation
15
Overcoming the Inhibitors to collection and evaluation
16
Definition
17
Collection
17
Who collects?
17
Analysis and Evaluation
18
MICROSOFT PROCESS IMPROVEMENT
4
Inhibitors to collection and evaluation
18
Overcoming the Inhibitors to collection and evaluation
18
Definition
19
Collection and who collects?
19
Analysis and Evaluation
20
Inhibitors to collection and evaluation
20
Overcoming the Inhibitors to collection and evaluation
20
Software Quality Assurance Process Improvements (Week 4)
21
Risk Management Process Improvements (Week 5)
21
References
22
MICROSOFT PROCESS IMPROVEMENT
5
Process Improvement
The identified company for the process improvement is Microsoft. The company designs
software and computer that are categorized in system programs, driver software, and application.
Examples of software include Microsoft Office. This software allows users to execute specific and
complex tasks. It combines all office use applications in one component like Microsoft Suit and
many others. The building process comprises many complex tasks. Examples include building
metric collection such as consumption, power, and time and security checks known as ‘smoke’ tests
to ensure localization of language. The building system is cyclical and entails the collection of
scripts, services, and programs. The development team writes codes that are examined by the
development team. The output goes back to the development team for modification and
verification. This cycle is important in developing efficient software within the set time and
financial budgets. The following is a proposal for the Microsoft software development
improvement process.
Improvement Goals
? Lowering operational expenses
? Lowering inventory of undeveloped and untested features of the software
? Increasing the throughput which is the number of features of the software
? Process Improvement Background
? Improve customer satisfaction
Industry-Accepted SDIP Methods
The success of the performance of any organization is built on continuous improvement of
the quality of products and services. The process requires a complete understanding of the
underlying principles and goals of the improvement (Madaan, 2015). An organization then shifts
MICROSOFT PROCESS IMPROVEMENT
6
to creative adaptation, which is integrating tools and techniques into a single and well-managed
program. The software development improvement process entails the sequences of operations,
techniques of planning, tools, and implementation of improvement in development activities. The
process strives to achieve particular goals like reducing the cost of operations, maximizing the
speed of development, and increasing the quality of the existing software. Software process
improvement (SIP) involves the process of managing change or re-engineering software to
optimize its development lifecycle. It can focus on inefficiencies in software and strategies for
resolving them to increase their quality. SIP has to align with organizational goals as a change for
increasing its value.
Computer-aided software engineering (CASE) entails the improvement of the process of
software development using computerized methods and tools (Madaan, 2015). The objective of
this technique is to guarantee the development of software that is of high quality and free from
defects. It is a disciplined and check-point approach that supports developers, testers, team leaders,
and designers to outline the milestones of the development project. It is a critical method that
facilitates the delivery of the final software that meets the expectations of users since it ensures
that they are the focus of the development process.
Software reliability engineering (SRE) is a collection of development methods that employ
various techniques for predicting the rate of failure prior to the release of software using statistics
(Srivastava & Awasthi, 2014). It is among the methods that are accepted in the industry. It focuses
on the development of software that is free from failures in a specific environment at a particular
time. SRE is based on the function of the probability that is embedded in time. The mechanical
and electronic components of software may be worn out or get old with time, although it will
withstand these challenges in its life cycle. The use of this method implies that the developed
MICROSOFT PROCESS IMPROVEMENT
7
software will not change for a specified time unless it is upgraded or changed intentionally. It is a
significant approach to the quality of the software since it focuses on its performance, capability,
maintainability, as well as the installation process. This method is complex, which hinders the
achievement of specified levels of quality standards. The developers forward this complexity into
the layer of the software.
The ISO 9000-3 model is accredited for used in the improvement of the development
process of software. The method focuses on the quality system that is used in software
development through the utilization of various techniques (Philips, Zimmermann, & Bird, 2014).
Among them is configuration management that ensures each stage of development utilizes correct
versions of the available files. The change control technique manages the balance between the
technical potentials of software, requirements of additional sources, and customer needs. The
method also has a feature of quality planning that helps in the determination of the qualities of
project goals even before the actual development begins. This technique is critical in the
determination of if the software has achieved the set goals.
Another development improvement process model that is accepted in the industry is
Software process assessment (SPA). It focuses on the evaluations of the strength and weaknesses
of the existing software development process in an organization (Madaan, 2015). It results in
criteria such as maturity rating, which facilitates the establishment of the areas that need
improvement in the development process. The improvement is later executed by the software
engineering process group (SEPG).
MICROSOFT PROCESS IMPROVEMENT
8
Selected Methods for the Improvement Plan
CASE will be the most preferred method in guiding the process improvement plan for
Microsoft. The technique has a wide collection of labor-saving tools that are employed in the
development process (Madaan, 2015). Among them are diagramming tools that support the
representation of graphical and diagrammatic data and system processes. They present the flow of
data, control flow, and different structures and components of the software in the form of pictures.
Examples include Flow Chart Maker. Analysis tools include Accompa, Accept 360, and Visible
Analyst that are specifically designed to identify incorrect and inconsistent specifications in the
data and diagram flow. These tools are critical in the collection of requirements by checking for
irregularities automatically (Munassar & Govardhan, 2010). CASE forms a framework for project
organization that facilitates the achievement of the set goals. Besides, it will give Microsoft a
competitive advantage by ensuring the developed software are exceptional and have higher
qualities than those of competitors.
The ISO 9000-3 model will be used in the improvement of the development process for
Microsoft Suit to ensure that the software meets the required international standards. The
framework focuses on the importance of the quality of software and helps organizations identify
the root problems in the development process (Munassar & Govardhan, 2010). This allows the
spontaneous development of solutions even before the process begins. The result is an
improvement in efficiency and minimization of costs of development.
Background Material
The background material for ISO 9000 includes documentation of important aspects of the
software independently, checking and reviewing its effectiveness (Srivastava & Awasthi, 2014).
The model has a perfect plan that should be prepared and monitored by users. Another significant
MICROSOFT PROCESS IMPROVEMENT
9
material is the configuration and management system that is required in the software. It facilitates
all documentation that goes into the improvement process. The background material for CASE
includes documentation generators like DrExplain and Doxygen that helps in the generation of
technical documents for the user according to the required standards (Madaan, 2015). Code
generators are other materials for this model, which generate codes and definitions. This process
uses diagrams, designs, and documents. The combination of these materials will allow Microsoft
developers to test and redesign the software where necessary to optimize the efficiency and life
cycle of Microsoft Suite.
Software Practices for Process Improvement
The software improvement process for Microsoft focuses on the existing as well as new
products. The organization needs process improvement to create efficient, quality, and effective
software. This practice requires improving the capability of developing updated and unique
software. The company also needs to motivate developers to make their work appreciated and
recognized. Another improvement need for the company is capacity building through training and
mentorship (Someh & Wixom, 2017). The aim is to ensure that Microsoft has improved its rate of
employee retention. The following is a proposal for Microsoft on the best software practices for
process improvement.
Identification and Justification of the Solution
The first practice that fits in the context of Microsoft is the management of requirements.
This is a capability or a condition that a system has to meet. The management of the system that
has intensive software faces the challenge of dynamics (Park et al., 2015). This creates a need for
preparedness for change in the life cycle of a software project. The identification of the actual
MICROSOFT PROCESS IMPROVEMENT
10
requirements of a system should be a continuous process. The elements in the context of Microsoft
imply components that have significant impacts on the technical and budgetary goals of the project.
It can be impossible to state the requirements of a system exhaustively before the project starts to
expect for some trivial systems (Park et al., 2015). The presence of an evolving or a new system
influences the understanding of users on the system requirements.
The best practice of requirements management is proposed for Microsoft. The practice
offers multiple solutions to the root causes of problems in software development (Park et al., 2015).
It is built on three pillars, which are organizing, documenting, and eliciting the constraints and
functionalities that are needed in the system. The obtained changes can be evaluated by focusing
on their impacts. It forms the foundation of quickly detecting inconsistencies. This allows the
prioritization, tracing, and filtering of requirements (Park et al., 2015). In this approach,
communications are based on conditions that are predetermined. Using suitable support tools, the
software development team can provide a repository for system requirements, traces, and attributes
that have automatic links to external material.
The practice of developing iterative is mostly implemented in the software development
cycle (SDLC) (Rahal, 2018). It entails full evaluation using different testing and development
frameworks, techniques, and tools. This practice concentrates on the simple implementation that
gains more features and complexities as it develops towards the final system. It is a form of
dividing the process of software development into small constituents. The iterative practice is a
cyclical process, which differentiates from the classical waterfall model that encompasses hard
stages. After the completion of one phase, more other steps are repeated, which eventually results
in a cycle. The improvement process of software is achieved progressively.
MICROSOFT PROCESS IMPROVEMENT
11
The practice of iterative development can be impactful to the software development of
Microsoft. The method generates working software early and quickly in the life cycle of software
(Booch, n.d). It is a critical framework for risk management since it supports the identification and
modification of threats in the iteration. The required time for documentation is reduced
dramatically, which allows the shift of focus to the designing process. The practice offers a stepby-step approach to the development and improvement of software (Rahal, 2018). There are
opportunities for reliable user feedback when users are presented with the blueprints of the
intended software since they are asked to imagine the functionality of their new product. The
results of employing iterative practice in Microsoft imply the creation of high-level design before
the commencement of development activities. The practice allows the definition of design and
evolving it depending on what has been built. It also eases the process of debugging and testing
during the iteration.
The best practice of verification and validation (V&V) (V model) is used in checking if the
software meets the expected criteria (Booch, n.d). It is a measure of the degree to which the
software meets the set goals and objectives. It is a form of quality control and assurance, which is
a requirement in the SDLC. Verification is a standard of determining if a specific phase of software
development satisfies the predetermined conditions. It involves activities like reviews and
inspections. The goal of this process is to verify that the development is on track and make
necessary modifications if the process is not satisfactory. Validation, on the other hand, evaluates
the degree to which software meets the specified requirements during or at the end of the
development process (Booch, n.d). It involves activities like testing the application of software
using techniques like Gray box, White box, and Black box. In comparison to verification, this
process is costly and involves fast execution of codes.
MICROSOFT PROCESS IMPROVEMENT
12
Microsoft should use the V&V practice to identify defects in software. The practice offers
an approach to the examination of subjective and objective goals of software since it focuses on
the assessment of the test results (Park et al., 2015). The findings suggest areas with inconsistency
in design, requirements, and implementations since the software are tested for reliability,
performance, and functionality. Verification and validation practices embark on the identification
of areas with high risks, which can result in increasing the effectiveness and quality of software of
this company. The practice allows developers to customize the product according to the needs of
users. The developed software has high rates of meeting their expectations.
Implementation and Communication Plan
Throughout the implementation of the software best practices, effective communication
will be required to share the ideas. The format of communication will address the need for change
and the proposed practices as well as their expected impacts in Microsoft. The communication
plan will bring together all the stakeholders of the company, including some users of Microsoft
Suite. The chief executive of the company will receive the proposal and communicates the
recommendations, milestones, and expected benefits to the organization. The communication will
be bi-monthly using scheduled meetings with the directors of the company. On this platform, the
head of the department of software development will also provide feedback on the financial and
budgetary needs of the implementation process. The update will also include the progress of the
implementation, available opportunities, and barriers to the implementation process. The
information will be shared with the development team on scheduled meetings and during training
programs. The entire organization will communicate the proposed changes through internal
memos as well as the company’s w …
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