the project is attached.Be as specific as possible.  Describe how your project met each of these specific course outcomes: Apply industry standards to the implementation and support of network s

Course ID: IT 491
CAPSTONE PROJECT

Name:

STUDENT NAME: Pierre Logon

Project Title:

PROJECT TITLE: IMPLEMENTING AN HELPDESK TICKETING SYSTEM FOR A SMALL COMPANY

Project Fundamentals:

PROBLEM DEFINITION (Your IT project should solve a well-defined problem):

Each question should have a 1 to 2 paragraph response. This section is worth 15 points.

Sweet Pizza Restaurant is a fictional Company which specializes in fast foods and accommodation system. The firm has been registering low performance due to reluctance to incorporate modern technology. Most of the tasks are done manually, and the employees are finding it difficult. The customers also see the operational mode outdated, and they are shifting to Sweet Pizza’s competitors. The company is in urgent need of incorporation of modern technology as it is currently facing stiff competition. The chief competitors have adopted advanced technology, and most of the services are digitalized. Customers are buying products online, and they are delivered at their doorstep. The bookings of the houses are done via an online platform.

Sweet Pizza is facing operational challenges as the customers are finding the current system outdated and inconvenient. The problem facing Sweet Pizza Company is lack of a useful helpdesk to facilitate smooth flow of activities in the organization. The lack of appropriate help desk ticketing system is negatively affecting the operations of the Company. The production is low, and the firm has been unable to achieve the set objectives within the stipulated time despite significant operation in the market. The restaurant is also experiencing unfavourable competition, and it is gradually losing customers.

The implementation of the project will significantly facilitate improved performance of the firm and possibly expand the services. The company will reach a broader market, therefore, increasing the volume of sales as well as the profit margins. Issues of security will also be addressed indicating that the company’s information will remain secure and prohibit third parties from accessing it. The project of implementing and help desk ticketing system to Sweet Pizza Restaurant will have different outcomes comprising of efficient tracking of times, enhance communication, reduced organization, support the organization and also lead to the organized system to increase the level of production. There are various problems which will be solved such as computer breakdowns, network down, memory upgrades, screen freezes and software complication.

TECHNOLOGY SOLUTION You should have a top-level idea of the solution or how you will solve the problem:

This section is worth 20 points. This section should be 3-4 paragraphs and should include the following information.

Helpdesk ticketing system is the most appropriate solution to curb the problems experienced by Sweet Pizza Restaurant. The system is useful in helping investors stay in track and getting essential information from the system at the same time. It will assist in implementing a digital system whereby employees will successfully perform their professional duties without much straining. The customers will also access the services offered by the firm in a convenient manner. The project will perform various tasks urgently required by the firm such as tracking times, solving problems, enhancing communication, supporting the business as well as reducing expenditures.

The process of implementing the system will apply various strategic methodologies and tools. An appropriate network system will be drafted, and the necessary IP address acquired. Windows 10 will be installed on the computers as it is compatible with various methods. The star network topology will be used as it involves an individual piece of network attached to a central node and it is suitable for the organization. The tools and methodologies will ensure that the system is implemented successfully.

To implement the project, various resources will be required. This will include computer hardware and software. The software will consist of Kaspersky internet security suite, throttle, Microsoft office 2010, and Emerson Network Power’s ASCO Ethernet Redundancy and I/O solution. The operating system (OS) Virtualization will be implemented as it allows the creation of multiple virtual machines that are run as operating systems. Computer hardware will be primarily used throughout the entire project.

OBJECTIVE ALIGNMENT Because this project is a demonstration of the skills you have learned throughout your time here at Herzing University, your project should address each of the program outcomes. Describe how your proposed project meets each of these specific course outcomes:

Each objective should be addressed in one or two complete sentences. This section is worth 15 points.

• The helpdesk ticketing system to be implemented should keep the business running smoothly. It should guarantee the security of the organisation's information while achieving the objectives of the firm.

• The system guarantees the confidentiality, integrity and availability of the firm’s data.

• IT experts should keep the system under watch to ensure that it runs effectively. They should also teach non-technicians on how to use it accordingly.

• The helpdesk ticketing system will be executed under the keen supervision of Kaspersky internet suite to ensure that third parties do not access the company's information.

• The system will help the company compete effectively in the market, therefore, registering positive performance. A lot of costs will be saved as well once the system is implemented.

Needs:

It is critical to differentiate between needs and wants. With any technology project, it is critical to focus the resources on what is needed (thus keeping the costs down and the focus on the key needs).

A need is a must have.

A want is something that would be nice but is not required.

For this week’s assignment you’ll want to include 5 needs for your project. Please note that these requirements are the bare minimum. In order to effectively implement your project you’ll need a lot more, and the more thought you put into your planning up front, the easier it will be once you start to do the work:

What does your network NEED to do? What are you expecting your network to do? This could include any or all of the following areas: security, accessibility, reporting, speed, redundancy, tracking, documentation, etc. Be as specific as possible (i.e. instead of “the network should be secure” explain who should be able to access the network and where they should be able to access the network from.

Note: This section is NOT for you to list specific operating systems, applications or policies that you’ll be using. This is for the general needs. You’ll be applying your solutions in a separate section.

PROJECT NEEDS – 25 points

Technical Requirements:

Consider the project needs that you listed above. Be sure to include all required hardware, software, and other specific resources that would you need to be able to meet these needs? You should have at least FIVE requirements, but most projects will include several more than five. This section should be specific (server and client operating systems, hardware specs, Internet speeds, etc.) If you’re running your network in a virtual environment, be sure to list your virtualization software as well as the machine that you will be running your network on.

PROJECT DESIGN

1. Network Topology (15 points): Describe in 2-3 paragraphs the network topology that you have selected. Explain why you chose the topology, and how it will help you to meet your project needs.

Star topology will be adopted in this project. In this topology, all components are connected to a central device known as “hub” which may be a hub, router or switch. All workstations will be connected to a central device with a point-to-point connection. Through this, every computer is said to be indirectly linked to other nodes through the help of the “hub”. All data in star topology passes through a central device before reaching the intended destination. Hub functions as a junction for connecting different nodes within the star network and manages and controls the whole work of the network at the same time. The central device also communicates with other hubs in different networks.

In the project, I chose Star topology because it gives a much better performance in that signals does not necessarily need to be transmitted to all workstations. Once a signal is sent, it reaches the intended destination upon going through 3-4 devices and 2-3 links. The capacity of the central hub controls the performance of this topology. Also, in a star topology, it is easy to connect new devices or nodes without affecting the rest of the network. Management of the network is easy because of its centralised position which makes monitoring simple. When one node or device fails, it does not have any effect on the rest of the network and is easy to identify failure and troubleshoot. This topology is suitable for this project because it makes the ticketing system effective. Customers will be able to communicate with staff, and their tickets will be processed in advance. This will help the organisation solve ticketing issues and delays thus improving performance.

Technology Budget (10 points): Based on your needs assessment and technology requirements listed during week 2, what would be your total expenses needed to fully implement this network (outside of the virtual environment?) You should be able to use the URLs that you used in last week’s assignment to gain easy access to the prices.

1. Network Diagram (25 points): Using Visio, or a similar charting tool, create a DETAILED network diagram. Be sure to include your selected network topology, specific hardware, software, IP addressing, networking and security standards, selected services, etc. All components should be CLEARLY LABELED.

Implementation Detail:

Now that you have determined your needs and created your network design, you should be able to smoothly implement your project. Provide detail about your implementation below. Be sure to include:

Installations (25 points): Provide detail about all operating system and software installations. Include screenshots during the installation phase and after successful installation. Describe any problems that you encountered and how you were able to work through the problem. You MUST provide screenshots that show the completed installation for each of the operating systems and required software applications.

The operating system I adopted for the project is Windows 10 that comes with most of the applications. The computers for the ticketing system being new did not have any system or drive prior. The Operating System will be in the form of a CD drive from the manufacturer of the computers. After the installation is complete, the drives of the systems will be updated to ensure that they are up to date. Kaspersky software will be installed to ensure that systems are kept safe from malware. During the installation, I faced a challenge of security threat in the ticketing network. The network will be kept safe from hackers by use of a firewall.

System Management (25 points): Provide detail about any system management that you completed. This could include IP addressing, DNS setup, user management, security management, etc. You MUST provide screenshots that show the completed management for the key phases of your project.

After implementation of the ticketing system, I ran a security check across all the systems to ensure that they were functioning effectively with no possible threats lurking. I began with the IP addressing to countercheck if the ticketing system was at risk of hacking to ensure that clients’ data and the business records are not tampered with. It took ample time to secure the hosting IP address by encrypting it to ensure that no third party can gain access to the organisation’s system. I also secure the DNS server to the extent that the public using it cannot gain access to rather than use the supplied network. I secured the network to ensure that user information cannot be accessed with their recognition while still on the network by unauthorised parties.