Date of Award

Fall 11-1-2008

Document Type

Thesis

Degree Name

Master of Science in Information Systems (MSIS)

First Advisor

Stephen Krebsbach

Second Advisor

Mark Moran

Third Advisor

Ronghua Shan

Abstract

This "Centralized College Client Database Creation from Diverse Interrelated Sources" project was undertaken as a solution for a requirement that exists for the college that I am employed. This requirement was to provide a complete (technology asset wise) profile of college employees, administrative and faculty, which I have called "clients". This is due to the fact that they are clients for the services of the Information Technology Department, for which this system was designed. The main problem to address is that there is no concise information readily available to the Help Desk and Technical Support areas, for which I am responsible, as it pertains to the aforementioned clients. The Help Desk responds to calls for support through either phone or e­mails. At that time, they need to know information about the client, in terms of the type of computer, capabilities, and other information that would assist, as well as the extension number for a return call. The first response to the user client could entail "remoting" or remote controlling the client machine, if possible. If the client cannot be assisted either verbally or by pc remoting, then the Help Desk issues a Service Request in our newly purchased software, SYSAID. Technical Support staff (both for the Academic and Admin side), Software Support staff, Web Services staff, Networking staff and Telephony support personnel will accept these Service Requests. Currently the only information available as integrated to the software is that the user clients have Lightweight Directory Access Protocol (LDAP) data available. This currently is insufficient information to provide the supporting staff personnel to assist in developing an adequate support response. This insufficient information slows the support response and draws away from the ability to assist others, since it is a time consuming task of asking users information about their equipment and explaining where to locate the information or how to obtain it. This project will gather data from various sources readily available to all, in order to develop a consolidated source of information. This will be done by analyzing through initial studies, what sources are viable for the data origination. Next will be the design of how the relationships of the various data types will occur. After that point will be the migration of the data into designed tables using various SQL queries. Once the data is populated, a program will be designed, written using a BORLAND C++ SDK and tested which will allow the client data to be accessed by the supporting personnel, but primarily the Help Desk for inclusion in their Service Requests. The solution to the problem will also assist in being the basis for an E-911 Emergency Response initiative and laying procedural foundation for an ongoing technology refresh initiative.

Comments

dsu-th-087

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