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CASE STUDIES IN PROJECT MANAGEMENT SYSTEMS

The Ticketing System
Mathias Sunardi

I
...
It was usually difficult to convince other departments on the same level to make time to
work on this kind of a project, since they were more focused on the department’s main
responsibilities, and assign low priorities to those projects that come from other departments
...
Thus, making the flow of communication together with the
details of the projects easier
...


EXECUTIVE SUMMARY

The Office of Information Technology is a functional organization that is supervised by
Pike Gresham, the VP of Technology
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However, departments
used different ticketing systems that complicated the flow of information
...
Thus, a meeting was
conducted for them to resolve the problem
...

They communicate all the details and information for the project through their email mailing list
called Listserv
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As they communicate and deliberate the progress, Ron found it like something
informal whereas tasks or action items will be assigned to those who volunteered
...
Ron was aware of the difficulty to persuade another department to allocate time
for the project since they have their responsibilities and priorities, thus, Ron advanced with
carefulness
...
Thus, it was suggested to create team-building activities that
will help bring the departments closer, make them trust and collaborate more effectively
...

III
...
It has four main departments namely: Computing and
Network Services Department which is responsible for managing the network system at Silicon
Forest State University; Information System Department that is mainly in charge for managing
and implementing all administrative systems for the university including databases on UNIX
servers; Instruction and Research Services Department that supply equipment, hardware, software,

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CASE STUDIES IN PROJECT MANAGEMENT SYSTEMS
resources, training, and support to students, faculty, and university staff; and User Support Services
Department which is the interface for users when assistance is required regarding technological
problems
...
However, departments used different ticketing systems
that complicated the flow of information
...

Also, Remedy is a big misfit for an organization like them since is more of an enterprise-level tool
that provides many features and requests much information that is not wanted and not needed by
the organization
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Thus, a meeting was conducted for them to resolve the problem
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During the meeting, all attendees were
dedicated to solving the problem
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So, a team was formed and they collaborated regarding their expected software’s capability, their
issues with the current system, and others
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All the data were collected, and,
together with the options they found, were brought to their weekly meetings to be discussed
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The advantage of this is that it exists already within the other
departments so it could save time since some already know how to use it and it can save cost since
they will not use a new tool
...
As they communicate and deliberate the progress, Ron found it like
something informal whereas tasks or action items will be assigned to those who volunteered
...
Since the project involved another department,
they would report to a different supervisor
...
The project progressed through the use of emails and
the ticketing system (RT)
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However, Ron’s department and the rest of the front-end team opt to use emails to
communicate and manage projects with the team
...
Thus the OIT uses
RT all over the organization and they carry on their projects using the software regardless of its
flaws since it is open-source
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COMPANY ANALYSIS

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CASE STUDIES IN PROJECT MANAGEMENT SYSTEMS

SWOT ANALYSIS

INTERNAL

FAVORABLE

UNFAVORABLE

Strengths
-

Weaknesses
- Unstable communication process

EXTERNAL Opportunities
-

V
...

Pros:
1
...
Allows better interaction with those involved in the project
3
...
Can resolve immediately the problems
Cons:
1
...

Pros:
1
...
Time is flexible since they can communicate through email
Cons:
1
...
May not convey the proper information that could be better presented through personal
Option #3: Create team-building activities to help improve the relationship of the people
concerned in the cross-functional project
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Also, this will help bring the departments closer,
make them trust and collaborate more effectively
...


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CASE STUDIES IN PROJECT MANAGEMENT SYSTEMS

4

Pros:
1
...
Members of cross-functional teams come with a diversity of experience, expertise, and
knowledge
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diversity can help broaden perspectives and create synergy
Cons:
1
...

2
...

3
...

DECISION MATRIX
ALTERNATIVE
COURSE OF ACTION
Conduct regular meetings
instead of just sending the
accomplished
forms
through email
...

Create
team-building
activities to help improve
the relationship of the
people concerned in the
cross-functional project
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EFFICIENCY
(TIME)

ECONOMY
(COST)

EFFECTIVITY

TOTAL

1

3

2

6

3

1

1

5

2

2

3

7

RECOMMENDATION
I recommend Option#3 create team-building activities to help improve the relationship
of the people concerned in the cross-functional project
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IMPLEMENTATION

CASE STUDIES IN PROJECT MANAGEMENT SYSTEMS
CREATE TEAM-BUILDING ACTIVITIES
TASK

Discuss the need for
some team-building
activities to make the
collaboration
between
various
departments
more
effective to complete
the project
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Carefully start the
project
...

Do
countermeasure for
smooth flow of
sending reports etc
...
Since it is a
major issue, propose the need for
team building activities to make the
departments realize the importance
of working together on a common
goal
...

Execute the activities proposed to
the management to employ
teamwork
between
different
departments
...

Carefully
plan
the
project
...

Communicate with each other to
identify potential risks of the project
and to successfully finish the
project

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