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Setting Up an ITES Based School: A Comprehensive Service Management Plan, Assignments of Computer Science

A comprehensive service management plan (smp) for establishing an ites based school. It covers various aspects, including logistics systems, change management, incident management, monitoring and reporting, and training and knowledge management. The smp aims to ensure smooth operations, efficient resource utilization, and effective support for the school's it infrastructure and systems.

Typology: Assignments

2023/2024

Uploaded on 11/16/2024

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ITPP Assignment
WBS and PERT chart-Setting up ITES based School
By Malyala Venkata Ganesh Raju
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ITPP Assignment

WBS and PERT chart-Setting up ITES based School

By Malyala Venkata Ganesh Raju

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Introduction

Overview :

The project to establish an ITES based school is aimed at creating a cutting-edge

educational institution that integrates Information Technology Enabled Services (ITES)

into its core curriculum and operations.

The Project's Aim:

1. The project to establish an ITES based school is aimed at creating a cutting-

edge educational institution that integrates Information Technology Enabled

Services (ITES) into its core curriculum and operations.

Recognition of Industry Growth:

1. The School of ITES recognizes the exponential growth of the IT industry which

has created immense requirements and opportunities for professionals in

Information Technology.

Student skill and knowledge development:

1. The school prepares and equips students with relevant, industry-aligned skills

to design, manage, develop, implement, and support computer-based

information systems.

a. The curriculum is designed to cater to the ever-changing needs and

demands of the IT industry.

b. It focuses on keeping up to date with the latest developments and

continuously enhancing skill sets.

The key objectives, strategies, and anticipated outcomes of the project are as follows:

Key Objectives:

1. Curriculum Development : Develop a comprehensive curriculum that

incorporates ITES principles, tools, and technologies into various academic

disciplines.

2. Infrastructure Setup : Establish state-of-the-art infrastructure, including

computer labs, multimedia resources, and high-speed internet connectivity,

hands-on workshops to support IT-enabled learning and teaching using

workshops and weekly guest lectures from industry experts.

3. Staff Recruitment and Training : Recruit qualified and experienced faculty

members with expertise in ITES domains and provide them with ongoing

training and professional development opportunities.

2. Industry Recognition : Gain recognition and accreditation from relevant

industry bodies and employers as a leading provider of ITES education and

training.

3. Employment Opportunities : Facilitate job placements and career

advancement opportunities for students in the rapidly growing ITES sector,

both domestically and internationally.

4. Innovation Hub : Establish the ITES based school as a hub for innovation,

research, and entrepreneurship in the field of Information Technology Enabled

Services.

5. Community Impact : Contribute to the socio-economic development of the

community by fostering a culture of innovation, entrepreneurship, and lifelong

learning.

6. Global Competitiveness : Enhance the global competitiveness of the region by

producing skilled ITES professionals capable of competing in the global

marketplace.

7. Through strategic planning, effective implementation, and continuous

improvement, the project aims to realize these objectives, strategies, and

anticipated outcomes, positioning the ITES based school as a beacon of

excellence in IT education and training.

1.2 Purpose

1. The purpose of the Service Management Plan (SMP) is to provide a clear and

comprehensive framework for effectively monitoring and supporting logistics-

related systems within the context of setting up an ITES based school.

2. The SMP outlines the strategies, procedures, and responsibilities necessary to

ensure the smooth operation, maintenance, and optimization of all logistical

aspects involved in establishing the ITES school.

3. By defining roles, establishing protocols, and detailing processes, the SMP

aims to streamline operations, minimize downtime, and enhance overall

efficiency. Moreover, it serves as a guiding document to align stakeholders,

facilitate communication, and mitigate risks, thereby contributing to the

successful implementation of the project.

1.3 Scope

The Service Management Plan (SMP) delineates the boundaries and scope of services

covered, encompassing a wide array of logistics systems, processes, and user groups

essential for setting uap an ITES based school.

Logistics Systems:

1. Procurement and Inventory Management: Tracking and managing the

acquisition of IT equipment, software, and educational resources.

2. Facility Logistics: Coordinating logistics related to the establishment of physical

infrastructure, including construction, renovation, and maintenance.

3. IT Infrastructure Deployment: Managing the setup and configuration of

networking, computing, and telecommunications systems to support teaching,

learning, and administrative functions.

4. Supply Chain Management: Overseeing the flow of goods and services from

suppliers to end-users, ensuring timely delivery and efficient utilization of

resources.

5. Transportation and Distribution: Coordinating the transportation and

distribution of materials, equipment, and personnel to various locations as

needed.

Processes:

1. Incident Management: Handling and resolving logistical issues, incidents, and

disruptions that may arise during the setup phase.

2. Change Management: Managing changes to logistics systems, processes, and

procedures while ensuring minimal disruption to operations.

3. Asset Management: Tracking and maintaining an inventory of physical and

digital assets, including equipment, software licenses, and educational

materials.

4. Service Desk Operations: Providing a central point of contact for users to

report issues, request assistance, and access logistical support services.

5. Performance Monitoring: Monitoring the performance and effectiveness of

logistics systems and processes to identify areas for improvement and

optimization.

User Groups:

1. Project Team: The core team responsible for planning, executing, and

overseeing the setup of the ITES based school.

2. IT Staff: Personnel responsible for managing and maintaining the school's IT

infrastructure and systems.

3. Faculty and Staff: Educators and administrative staff involved in the day-to-day

operations of the school.

4. Students: The primary beneficiaries of the ITES based school, including

learners enrolled in various programs and courses.

5. Vendors and Suppliers: External entities providing goods, services, and support

to facilitate the setup and operation of the school.

By defining the scope in this manner, the SMP ensures that all relevant logistics

systems, processes, and user groups are included, thereby providing a comprehensive

Work Breakdown Structure for setting up an ITES Based school

PERT Chart for setting up ITES Based School

A PERT (Program Evaluation and Review Technique) chart is a project management tool used to plan, schedule, and coordinate tasks within a project. In the context of setting up an ITES based school, a PERT chart can help visualize the sequence of activities, their dependencies, and the critical path for completing the project efficiently. Here's how you can create a PERT chart for setting up an ITES based school, along with sample data and formulas:

Step 1: Identify Tasks and Dependencies

First, identify all the tasks required to set up the ITES based school. These tasks may include:

  1. Market research and analysis
  2. Facility planning and design.
  3. IT infrastructure setup
  4. Curriculum development
  5. Staff recruitment and training
  6. Student enrolment and admission process
  7. Marketing and promotion
  8. Regulatory compliance
  9. Budgeting and financial planning
  10. Stakeholder engagement Next, determine the dependencies between these tasks. Some tasks may need to be completed before others can start, while some tasks can be executed concurrently.
Step 2: Create a PERT Chart

Once you have identified the tasks and dependencies, create a PERT chart to visualize the project timeline. A PERT chart typically consists of nodes (representing tasks) connected by arrows (representing dependencies). Here's PERT chart for setting up ITES Based school. Task Optimistic Time (O) Most Likely Time (M) Pessimistic Time (P) Market research and analysis 2 weeks 3 weeks 4 weeks Facility planning and design 3 weeks 4 weeks 5 weeks IT infrastructure setup 4 weeks 5 weeks 6 weeks Curriculum development 6 weeks 7 weeks 8 weeks Staff recruitment and training 5 weeks 6 weeks 7 weeks Student enrollment and admission process 3 weeks 4 weeks 5 weeks Marketing and promotion 2 weeks 3 weeks 4 weeks Regulatory compliance 4 weeks 5 weeks 6 weeks Budgeting and financial planning 2 weeks 3 weeks 4 weeks Stakeholder 3 weeks 4 weeks 5 weeks

= 5 weeks For "Budgeting and financial planning" task: TE = (2 + 4(3) + 4) / 6 = (2 + 12 + 4) / 6 = 18 / 6 = 3 weeks For "Stakeholder engagement" task: TE = (3 + 4(4) + 5) / 6 = (3 + 16 + 5) / 6 = 24 / 6 = 4 weeks Summarizing the above calculations, we get TE for each task as below: Task Expected Time (TE) Market research and analysis 3 weeks Facility planning and design 4 weeks IT infrastructure setup 5 weeks Curriculum development 7 weeks Staff recruitment and training 6 weeks Student enrollment and admission process 4 weeks Marketing and promotion 3 weeks Regulatory compliance 5 weeks Budgeting and financial planning 3 weeks Stakeholder engagement 4 weeks

Step 4: Identify Critical Path

Identify the critical path, which is the longest path through the project network and determines the shortest possible duration for completing the project. Tasks on the critical path have zero slack or float time. Market research and analysis -> Facility planning and design -> IT infrastructure setup -> Curriculum development -> Staff recruitment and training -> Student enrollment and admission process -> Marketing and promotion -> Regulatory compliance -> Budgeting and financial planning -> Stakeholder engagement. Total Expected Time: 3 + 4 + 5 + 7 + 6 + 4 + 3 + 5 + 3 + 4 = 44 weeks

Step 5: Visualize the PERT Chart

Draw the PERT chart using the tasks, dependencies, expected times, and critical path identified.

This PERT chart visualizes the sequence of tasks, their dependencies, and the critical path for setting up the ITES based school. It helps project managers plan and coordinate activities effectively to ensure timely project completion.

Feasibility study

  1. Market Analysis: a. Assess the demand for ITES education in the target area. b. Analyze demographic trends and potential student enrollment. c. Identify competitors offering similar programs and their market share. d. Determine pricing strategies based on market demand and affordability.
  2. Technical Feasibility: a. Evaluate the availability and reliability of IT infrastructure in potential locations for the school. b. Assess the feasibility of integrating technology into teaching and learning processes. c. Determine the requirements for IT equipment, software, and connectivity. d. Estimate the initial investment and ongoing maintenance costs for IT infrastructure. 3. Financial Feasibility: a. Prepare a detailed budget for setting up and operating the ITES school. b. Estimate revenue projections based on student enrollment and tuition fees. c. Identify potential sources of funding, such as loans, grants, or investors. d. Conduct a cost-benefit analysis to determine the financial viability of the project.
  3. Legal and Regulatory Compliance: [Market research and analysis] (TE: 3 weeks) [Facility planning and design] (TE: 4 weeks) [IT infrastructure setup] (TE: 5 weeks [Curriculum development] (TE: 7 weeks) [Staff recruitment and training] (TE: 6 weeks) [Student enrollment and admission process] (TE: 4 weeks) [Marketing and promotion] (TE: 3 weeks) [Regulatory compliance] (TE: 5 weeks) [Budgeting and financial planning] (TE: 3 weeks) [Stakeholder engagement] (TE: 4 weeks)
  1. Procurement and Inventory Management : This includes monitoring the procurement process, tracking inventory levels, and ensuring timely replenishment of supplies, equipment, and resources necessary for the establishment of the ITES based school.
  2. Facility Logistics : Monitoring construction, renovation, and maintenance activities related to physical infrastructure setup, ensuring adherence to schedules, budgets, and quality standards.
  3. IT Infrastructure Deployment : Surveillance of networking, computing, and telecommunications systems setup, including servers, routers, switches, Wi-Fi access points, and cabling infrastructure to support teaching, learning, and administrative functions.
  4. Supply Chain Management : Oversight of the entire supply chain, from sourcing raw materials to delivering finished goods, ensuring seamless coordination and timely delivery to meet project milestones and requirements.
  5. Transportation and Distribution : Monitoring transportation logistics, including the movement of materials, equipment, and personnel to and from construction sites, warehouses, and other locations. Applications:
  6. Inventory Management Software : Monitoring the usage and performance of inventory management software to ensure accurate tracking of assets, efficient inventory control, and timely procurement.
  7. Project Management Tools : Surveillance of project management software used to plan, track, and manage construction activities, resource allocation, and project timelines.
  8. Asset Tracking Systems : Monitoring the performance of asset tracking systems to ensure real-time visibility into the location, status, and condition of equipment and resources.
  9. Communication Platforms : Oversight of communication platforms, including email, messaging, and collaboration tools, to facilitate effective communication and collaboration among project stakeholders. Infrastructure:
  10. Network Infrastructure : Surveillance of network components, including switches, routers, firewalls, and bandwidth utilization, to ensure optimal performance, availability, and security of network services.
  11. Server Infrastructure : Monitoring server hardware, operating systems, virtualization platforms, and server applications to ensure reliability, scalability, and performance of IT services and applications.
  12. Storage Infrastructure : Oversight of storage systems, including SAN/NAS devices, disk arrays, and backup solutions, to ensure data integrity, availability, and compliance with backup and retention policies. By providing continuous monitoring and surveillance of these logistics systems, applications, and infrastructure components, the Helpdesk Monitoring services play a critical role in maintaining operational readiness, identifying potential issues, and facilitating timely resolution to support the successful setup of the ITES based school.

2.2 Service Hours and Availability:

The operational hours of the Helpdesk Monitoring services will be defined as follows:

  1. Service Hours: Monday to Friday, 8:00 AM to 6:00 PM local time, excluding public holidays.
  2. After-Hours Support: Provision for after-hours support will be available for urgent issues and emergencies. After-hours support will be provided on a best-effort basis and may incur additional charges based on the severity and nature of the issue.

2.3 Service Level Agreements (SLAs) and Key Performance

Indicators (KPIs):

Service Level Agreements (SLAs):

  1. Response Time: The Helpdesk Monitoring services will commit to acknowledging reported issues within 30 minutes during operational hours and 60 minutes for after-hours support.
  2. Resolution Time: The target resolution time for non-critical issues will be within 4 hours during operational hours and 8 hours for after-hours support. Critical issues will be addressed immediately, with a resolution time of no more than 2 hours.
  3. System Availability: The Helpdesk Monitoring services will ensure a minimum system availability of 99.9% during operational hours, excluding scheduled maintenance windows. Any planned maintenance that may affect system availability will be communicated in advance with stakeholders. Key Performance Indicators (KPIs):
  4. Enrolment Rate : Percentage of available seats filled within a specified time frame.
  5. Student Retention Rate : Percentage of enrolled students who remain in the program until completion.
  6. Graduation Rate : Percentage of students who successfully complete the program within the expected timeframe.
  7. Employment Placement Rate : Percentage of graduates who secure employment in ITES- related fields within a certain period after graduation.
  8. Student Satisfaction Score : Feedback rating from students regarding the quality of education, facilities, and overall experience.
  9. Faculty Satisfaction Score : Feedback rating from faculty regarding their satisfaction with the work environment, resources, and support.
  10. Budget Variance : Comparison of actual expenses to budgeted expenses, indicating financial performance.
  11. Infrastructure Readiness : Assessment of the readiness and adequacy of IT infrastructure to support teaching and learning activities.
  12. Curriculum Alignment : Evaluation of how well the curriculum aligns with industry standards and emerging trends in ITES.
  13. Industry Partnerships : Number of partnerships established with IT companies, industry associations, and professional bodies.
  14. Research Output : Number of research projects initiated or published by faculty and students in ITES-related areas.
  15. Technology Integration : Assessment of the integration of technology into teaching methodologies and learning resources.
  16. Community Engagement : Level of engagement with the local community, including outreach programs and collaborations with local organizations.
  17. Compliance Metrics : Adherence to regulatory requirements and accreditation standards relevant to ITES education.

1. Planning: a. Define the mission, vision, and objectives of the ITES school. b. Conduct market research to understand the demand for ITES education in the region. c. Develop a curriculum that integrates ITES skills with traditional subjects, collaborating with industry experts. d. Determine the target student demographics and enrollment projections. e. Identify potential locations for the school and analyze their suitability for IT infrastructure. 2. Organizing: a. Establish the organizational structure of the school, including academic and administrative departments. b. Assign roles and responsibilities to faculty and staff. c. Develop policies and procedures for school operations, such as admissions and attendance. d. Procure necessary resources such as IT equipment, teaching materials, and furniture within the allocated budget.

  1. Staffing : a. Recruit qualified faculty and staff with expertise in ITES and education. b. Advertise job vacancies through various channels and conduct interviews. c. Provide training and orientation programs for new hires to ensure they are familiar with the school's mission and policies.
  2. Directing : a. Provide leadership and guidance to the staff to achieve organizational goals. b. Communicate the school's vision, objectives, and expectations clearly to all stakeholders. c. Foster a culture of innovation, collaboration, and continuous improvement among the staff. d. Implement performance management systems to monitor and evaluate staff performance.
  3. Measurements : a. Establish key performance indicators (KPIs) to measure the school's progress and success. b. Develop assessment tools and surveys to collect data on various aspects of school operations. c. Regularly analyse data and generate reports to track performance against established KPIs.
  4. Monitoring : a. Implement systems for real-time monitoring of school activities and operations. b. Utilize technology solutions such as student information systems (SIS) and learning management systems (LMS) for monitoring academic progress and administrative tasks. c. Conduct regular meetings with department heads and staff to review progress and address challenges.
  5. Managing : a. Establish protocols for quality control and compliance with regulatory standards. b. Monitor expenses and budgetary allocations to ensure financial sustainability.

c. Implement risk management strategies to identify and mitigate potential threats to the school's operations. d. Enforce policies and procedures to maintain discipline and uphold the school's reputation.

  1. Innovating : a. Encourage innovation and creativity in teaching methods, curriculum development, and student engagement. b. Foster partnerships with industry leaders and technology providers to stay updated on emerging trends. c. Create platforms for student projects, research, and entrepreneurship to promote innovation and problem-solving skills.
  2. Representing : a. Establish relationships with local educational authorities, regulatory bodies, and community organizations. b. Participate in industry forums, conferences, and networking events to showcase the school's achievements and expertise. c. Engage with parents, alumni, and other stakeholders to build a strong support network for the school's mission and objectives.

Incident Management

**1. Request Fulfilment

  1. Request Submission** a. Procedures for Request Submission: Establish clear procedures for students, faculty, and staff to submit service requests related to school ITES systems, ensuring accessibility and ease of use. 3. Request Handling
  2. Request Logging : Log and document all incoming service requests, capturing relevant details such as date, time, requester information, and nature of the request.
  3. Categorization and Prioritization : Categorize incoming requests based on their nature and prioritize them according to urgency and impact on school operations.
  4. Assignment to Analyst : Assign requests to designated IT analysts or technicians for handling and resolution.
  5. Fulfillment : Fulfill service requests promptly and efficiently, ensuring adherence to established service level agreements (SLAs) and quality standards.
  6. Closure and Documentation : Formally close service request tickets upon resolution, documenting actions taken, resolutions applied, and any follow-up actions required for future reference.

Change Management

1. Change Request a. Submission Process for Change Requests : Define a structured process for submitting change requests related to school ITES systems, including required documentation and approval procedures. 2. Change Management Process

a. Describe the Format and Content of Incident and Service Request Reports : Define the format and content of incident and service request reports related to school ITES systems, including details such as incident types, resolution times, service request volumes, and user feedback.

4. Trend Analysis a. Process for Analyzing Trends and Continuous Improvement : Establish a structured process for analyzing trends and patterns in monitoring and reporting data for school ITES systems, identifying areas for improvement and implementing corrective actions to enhance system performance and user satisfaction.

Logistics systems in an ITES based school

  1. Student Management Systems : These systems manage student enrollment, admissions, attendance tracking, and academic records. They help streamline administrative processes related to student management, ensuring accurate and efficient handling of student data.
  2. Course Management Systems : Course management systems facilitate the planning, scheduling, and delivery of academic courses. They often include features for course registration, curriculum management, grading, and online learning platforms, enabling seamless management of educational programs.
  3. Library Management Systems : Library management systems automate library operations, including cataloging, circulation, and resource tracking. They provide students and faculty with easy access to educational materials, digital resources, and research databases, promoting efficient information retrieval and knowledge sharing.
  4. Facility Management Systems : Facility management systems oversee the maintenance, scheduling, and utilization of school facilities and resources. They help optimize space allocation, manage room reservations, and ensure proper maintenance of equipment and infrastructure to support teaching and learning activities.
  5. Financial Management Systems : Financial management systems handle budgeting, accounting, and financial reporting processes within the school. They track expenses, manage procurement, and generate financial statements, providing administrators with insights into budgetary allocations and expenditure patterns.
  6. Communication Systems : Communication systems enable seamless communication and collaboration among students, faculty, staff, and parents. They include email platforms, messaging apps, and collaboration tools that facilitate information sharing, announcements, and discussions related to academic and administrative matters.
  7. Learning Management Systems (LMS) : Learning management systems serve as central platforms for delivering and managing online courses, assignments, and assessments. They support interactive learning experiences, content delivery, and student engagement, fostering a dynamic and accessible learning environment.
  8. HR Management Systems : HR management systems handle employee recruitment, onboarding, payroll processing, and performance management functions within the school. They help manage staff resources effectively, ensuring compliance with HR policies and regulations.

Communication Plan

1. Internal Communication

a. Procedures for Internal Communication: Establish clear procedures for internal communication within the helpdesk and logistics system administration team, including regular team meetings, collaboration tools, and communication channels.

2. External Communication a. Procedures for External Communication : Define procedures for communicating with logistics system users and other stakeholders, including notification methods for planned maintenance, system updates, and incident notifications. 3. Stakeholder Communication a. Communication Plan for Stakeholders : Develop a communication plan for logistics system incidents, major changes, and regular updates, outlining communication channels, escalation procedures, and frequency of updates to ensure stakeholders are informed and engaged. 4. Training and Knowledge Management a. Training Programs i. Outline Training Programs : Develop comprehensive training programs for helpdesk staff and logistics system administrators, covering technical skills, customer service, and ITIL best practices relevant to school ITES systems. 5. Knowledge Transfer a. Procedures for Knowledge Transfer : Establish procedures for knowledge transfer and documentation related to logistics systems, including documentation repositories, knowledge sharing sessions, and mentorship programs to ensure continuity of operations and skill development. 6. Continuous Learning a. Strategies for Continuous Learning : Implement strategies for continuous learning and skill development for monitoring logistics systems, such as online courses, workshops, and participation in industry conferences to stay updated on emerging technologies and best practices.

Security and Compliance

  1. Security Measures a. Outline Security Measures : Define security measures for protecting sensitive data in logistics systems, including access controls, encryption, and vulnerability management to safeguard against unauthorized access and data breaches. 2. Compliance a. Ensure Compliance : Ensure compliance with industry standards and regulations related to logistics systems, such as GDPR, HIPAA, and FERPA, through regular audits, risk assessments, and policy reviews. 3. Data Backup and Recovery a. Procedures for Data Backup and Recovery : Establish procedures for data backup and recovery specific to logistics systems, including regular backups, off-site storage, and disaster recovery plans to mitigate data loss and ensure business continuity. 4. Continuous Improvement a. Process Review i. Process for Reviewing SMP : Define a process for reviewing and updating the Service Management Plan (SMP) based on monitoring feedback and continuous improvement initiatives, ensuring alignment with school ITES objectives and industry best practices.