1. Incident Management System
TBD Investments
System Request
Incident Management System
Project Sponsor: Jonathan Moore, CIO
Project Team: Beverly Orr and Darren Baker

2. What is our Business? TBD Investments
Growing investment firm with locations nationwide
Manage diversified portfolios for small and medium-sized businesses
Deliver strategic merger and acquisition advisory services
Commercial Real-Estate Financing

3. Business Need Incident Management System
TBD Investments
Business Need Incident Management System
Create an Incident Management System to be used by all groups
within a department
Identify common or reoccurring problems
Asset tracking
Knowledge management
Software license tracking

4. Business Requirements Incident Management System
TBD Investments
Business Requirements Incident Management System
Receive notifications for opened, updated and closed calls
Dashboard view of opened incidents to manage workload
Tracking of all calls to assist with internal audits
Customer access to input, review or close requests via the intranet
Produce management reports

5. Business Value Incident Management System
TBD Investments
Business Value Incident Management System
Intangible
Increase customer support efficiency
Reduce problem resolution time
Reports generated will allow proactive measures to be taken
Tangible
Decrease system and customer downtime by 25%

6. Special Issues or Constraints Incident Management System
TBD Investments
Special Issues or Constraints Incident Management System
Required system completion before January 2007
IT employees need authentication for access
Access will be determined by role
Customer authentication required for self service systems.

7. Incident Management System
TBD Investments
Incident Management System
Questions or Comments?