AMBO UNIVERSITY WOLISO CAMPUS

SCHOOL OF TECHNOLOGY AND INFORMATICS

DEPARTMENT OF INFORMATION TECHNOLOGY

Project proposal for: -Online Web Based Help Desk Management System for AUWC

Project Proposal Submitted to Department of Information Technology of Ambo University

Woliso Campus in Partially Fulfillment of the Requirement for Degree of Bachelor of Science in
Information Technology.

Prepared by: -
1. Tolosa Tafese
2. Kitessa Tena
3. Kalkidan Bekele
4. Misgana Mulata
5. Tahir Aliyi
6. Ifa Kebede
Advisors’ Name:
Advisor: -

WOLISO, ETHIOPIA ()
June 14/06/2019 E.C
APPROVAL SHEET
This is certified that the Project Entitled on Online Web Based Help Desk Management System
for AUWC system developed and submitted by:

1. Tolosa Tafese
2. Kitessa Tena
3. Kalkidan Bekele
4. Misgana Mulata
5. Tahir Aliyi
6. Ifa Kebede
Project proposal Submitted to the Department of Information Technology of Ambo
University Woliso Campus in a Partial Fulfillment of Requirement for Bachelor Degree in
Information Technology
Advisor’ Name Signature Date

1. ________________ ______________ ______________

2. ___________________ ________________ _____________

APPROVED BY

Examining Board Signature Date

1. _____________________ ___________ ________

2. _____________________ ___________ _________
3. _____________________ ___________ __________
Project Proposal for Online Web Based Help Desk Management System for AUWC

Acknowledgement
Primarily we would like to thank Almighty God for his help in the process of starting and
completing the documentation of the project . The project group would like to express our
gratitude and appreciation to all those who gave us the possibility to complete this project
documentation. Secondly, special thanks to Ambo University Woliso Campus specifically
information technology department to encourage us to develop this final year project.

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Project Proposal for Online Web Based Help Desk Management System for AUWC

Contents
Acknowledgement......................................................................................................................................ii
List of table.................................................................................................................................................iv
1. Introduction.......................................................................................................................................1
1.1 Organizational Background................................................................................................................1
2. Statement of the Problem......................................................................................................................1
3.Objective of the Project..........................................................................................................................2
3.1 General Objective............................................................................................................................2
3.2 Specific Objective............................................................................................................................2
4. Scope and Limitation of the Project.................................................................................................2
5. Risk Assessment.................................................................................................................................3
6. Significance of the project.................................................................................................................4
7.3 Estimate Budget...............................................................................................................................5
8. Methodology and Tools.....................................................................................................................6
8.1 Data Collection Method..................................................................................................................6
8.2.1 Hardware Tools:.......................................................................................................................6
8.2.2 Software Tools...........................................................................................................................7
9. Requirement Analysis...........................................................................................................................7
9.1 Functional requirement...............................................................................................................7
9.2 Non-Functional Requirement Specification...............................................................................9
10. Feasibility Analysis........................................................................................................................9
10.1 Economic Feasibility........................................................................................................................10
10.2 Technical Feasibility....................................................................................................................10
10.3 Operational feasibility.................................................................................................................10
11. Conclusion....................................................................................................................................10

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Project Proposal for Online Web Based Help Desk Management System for AUWC

List of table

Table 1: Risk Assessment................................................................................................................3

Table 2:Team Composition.............................................................................................................4
Table 3:Schedule.............................................................................................................................5
Table 4:Estimated Budget................................................................................................................5
Table 5:Software Tools....................................................................................................................7

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Project Proposal for Online Web Based Help Desk Management System for AUWC

List of acronyms
AUWC--------------------------------------Ambo University Woliso Campus
PHP------------------------------------------Hypertext Preprocessor
MYSQL-------------------------------------My structural query language
CSS------------------------------------------Cascading Style Sheet
HTML------------------------------------------Hypertext Markup Language
GB ---------------- --------------------------Giga bit
CD--------------------------------------------Compact Disk
ETB ------------------------------------------Ethiopia birr
USB------------------------------------------Universal serial bus

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Project Proposal for Online Web Based Help Desk Management System for AUWC

1. Introduction
This deals with project proposal of Online Web Based Help Desk Management System for
AUWC system of the helpdesk unit which this project focus on. It also explains how the existing
helpdesk system works, problems in the existing system, objectives of the project, feasibility
studies, scope and significance of the project along with the methodologies that the team
members follow to analyze, design and implement the proposed system.

1.1 Organizational Background

Woliso campus is located at Woliso town, the capital of South West Shewa Zone. The campus
currently runs 19 undergraduate programs and seven postgraduate (Masters) programs on
regular, evening, weekend and summer programs in multiple disciplines. School of Technology
and informatics is one of the schools in AUWC.

Helpdesk support section provides advice, consultancy, and support in all matters associated with
access to and use of AUWC network infrastructure, including hardware and software
maintenance, onsite and telephone-based pc support to the university community. A help desk
will exist as a point of contact. The helpdesk staffs can give immediate support or can refer to
specialists if the problem is beyond their limit.

2. Statement of the Problem

2.1 Problem in Existing System
In our preliminary investigation, we have noticed that the office currently follows manual help
desk system to carry out its service delivery; as a result, there are a number of problems in the
system. Some of the problems are as follows.

 There is no proper filing system where only filled paper forms are shelved
 Difficult to get clear information and this leads bad report generation
 Paper consumption is high as it requires to have filled forms for each logged problem

 It is difficult to trace the assigned technician for a given problem

 It is difficult to identify solved, unsolved or escalated problems

 It is difficult to identify work load of technicians

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Project Proposal for Online Web Based Help Desk Management System for AUWC

 It is difficult to generate consolidated reports regarding previously recorded problems,

their status and findings, performance of technicians and others.
 There is no asset management system that ascertains AUWC’s equipment’s

 There is no knowledge repository that guides users to troubleshoot minor problems by

their own.
 The communication mechanism between users and the helpdesk section is tedious, as it
demands call or forwarding hardcopy or physical presence.
 There is no monitoring/controlling mechanism

In order to address the above-mentioned problems the team has come across to a conclusion to
change the existing manual helpdesk system to online web-based help desk management system.

3. Objective of the Project

The objective of this project is to change the existing manual help desk management system into
a web based online helpdesk management system.

3.1 General Objective

The general objective of the project is to develop a complete, original, and valuable fully tested,
optimized; cross-browser compatible, practical, guaranteed, and economical web based online
helpdesk management system for AUWC.

3.2 Specific Objective

In order to achieve the above general objective we have the following specific objectives:-
Object Oriented Analysis of the existing system.

 Information about the organization

 Identification of major players
 Identify major functions and processes
 Identifying the existing problems

4. Scope and Limitation of the Project

Among others, some of the tasks to be undertaken by the group include reviewing the existing
systems of the AUWC helpdesk, requirement definition, analysis, design, developing the
required system and will come up with the following features.

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 Project Proposal for Online Web Based Help Desk Management System for AUWC

 Authentication
 Request handling
 Problem Assignment
 E-mail Alert
 Knowledge repository
 Report Generation
 Asset Management

4.2 Limitation

The new system has some constrains due to the rules & regulations of the AUWC office. The
following are constrains of the system: There is priority level for different offices.

 The system works only for AUWC property.

 The system works only for properly filled forms online.
 The system works only for the university staff.

5. Risk Assessment
Table 1:- Risk Assessment

Preventive action Contingency action

Potential problem
1. Hard disk damage Keeping hard disk safety, such Using or restoring the file from
external storage device changing
as USB flash and/or
the hard disk by purchasing the
DVD as a file backup from newer one.
various and warms and
damaged

2. Windows failure Using purchased /licensed Repairing the window to restore

windows, partition the hard the files and soft wares.
disk. Using external disks for
protection and others

3. Virus attach Using licensed antivirus Fixing or moving

4.project theft Having the project on the USB Report this occurrence to the
coordinator and continuing to do
flash and/or DVD
the project from the flash

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 Project Proposal for Online Web Based Help Desk Management System for AUWC

using file security system and

use strong password
5.deliberate computer theft Keeping the computer where it Reporting to the concerned body
cannot be stolen, taking care of and attempt to get the computer
any part of the computer again if possible or buying new
computer

6. Significance of the project

Among the very many significances of the project, the team has identified the following as
the major ones:

 Provide timely information for the users, decision makers as well as the concerned
body.
 To create easy work environment
 Provide user friendly, well designed and dynamic web based solution
 Establish central repository system
 Provide self-help to the end users

7.1 Team Composition and Budget

7.1 Team composition

Table 2:- Team Composition

Projec Online Web Based Help Desk Management System for AUWC
t Title
Name ID Number Phone Email Responsibility

Tolosa A/UR2586 09303246 [email protected] Programmer

Tafese 7//11 07 and leader

Kitessa A/UR2590 09827157 0982715727 Group

Tena & 4//11 27 & coordinator
Kalkidan & & 0929232247 Documentatio
Dereje TRW/002// 09292322 n
11 47
Misgana A/UR2589 09209600 0920960018, Data gathering
Mulata, 9//11, 18 0933843677 & Documentatio

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Project Proposal for Online Web Based Help Desk Management System for AUWC

Tahir A/UR2602 ‘ 0924458767 n

Aliyi and 0//11 09338436
Ifa & 77 &
kebede A/UR2595 09244587
0//11 67

7.2 Schedule
Table 3:- Schedule

Phases 22/03/2014 E.C- 03/04/2014 E.C- 15/04/2014- 19/04/2014- 12/06/2014

24/03/2014 E.C 14/04/2011E.C 18/04/2014 E.C 30/04/2014
E.C 10/10/2014
E.C
Proposal
writing and
submission
Data gathering
and analysis
System
modeling
System design

Implementatio
n

7.3 Estimate Budget

The estimate budget for the proposed system is 30,000 Ethiopian birr
Table 4:- Estimated budget

Materials Quantity Price in Birr

CD 3 300
Computer Desktop 1 20,000
Flash 32GB 400
Paper 1reamA4 400
Pen 5 50
Printer 1 6000
Total 30,000 ETB

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Project Proposal for Online Web Based Help Desk Management System for AUWC

8. Methodology and Tools

This project adopts object oriented system analysis design approach as it has better reusability,
maintainability qualities and gives more emphasis to the analysis and design phases of the
development process when compared to structural system analysis and design approach.

8.1 Data Collection Method

To ensure all appropriate data is collected and user requirement is well identified it is important
to use a combination of data collection techniques. Accordingly, user requirements are identified
through interviewing users, the employee and heads of different sections in ICTDO. The
interview will also be conducted to relevant employees of each section. In addition, review and
analysis of the existing Manuals, various forms and files and observation of the existing system
will be undertaken. The team found out that the above stated data collection techniques are
suitable due to time constraints and delay in responses if questionnaires were the technique to be
used.

8.2 Development Tools

Software and hardware tools are necessary for the development and simulation of the project.
The following tools are used to develop the proposed system:

8.2.1 Hardware Tools:

Hardware tools
 Computer
 Flash Disk
 CD
 Network Cable
 Printer
8.2.2 Software Tools
Software Tools The tools we used for document analysis and design in our project are:
Table 5:- Software Tools

Software tools activates

Sublime Text-3 For editing code
CSS For attractive layout

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Project Proposal for Online Web Based Help Desk Management System for AUWC

PHP Back end(server side coding)

HTML Front end(client side coding)
MYSQL Back end(data base)
XAMP Server As server
Notepad++ For editing code
Microsoft Visio To design the use case diagram and others

Ms word For writing document

9. Requirement Analysis
9.1 Functional requirement
Problem submitting module

The system should help

 Submitting problem by allowing the user filling the necessary information on the online
problem submitting form.
 Viewing all submitted problems and generating report related to the problem.

Fixed Asset registering module

The system should help

 Registering ICT-related AUWC fixed assets by allowing the user filling the necessary
information on the online fixed asset registering form.
 Viewing all registered fixed assets and generating report related to it.

User Registration module

The system should help

 Registering system users by allowing the system administrator by filling the necessary
information on the online user registering form.
 Viewing all system users and generating report related to the user.

Technician Assigning module

The system should help

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Project Proposal for Online Web Based Help Desk Management System for AUWC

 Assigning technician to a submitted problem by allowing the helpdesk manager filling

the necessary information on the online technician assigning form.
 Viewing all problem assigned technicians and generating report related to the technician.

Problem Prioritizing module

The system should help helpdesk manager

 Prioritizing the submitted problems by allowing the helpdesk manager filling the
necessary information on the online problem prioritizing form.
 Viewing the status of all problems by priority and generating report these reports.

Technician Registering module

The system should help

 Registering all legible AUWC technicians in the ICTDO Helpdesk unit by allowing the
system administrator filling the necessary information on the online technician registering
form.
 Viewing all registered technicians and generating report related to all the technicians.

Problem type registering module

The system should help

 Registering problem types by allowing the system administrator filling the necessary
information on the online problem type registering form.
 Viewing all registered problem types and generating report related to the problem type.
Findings registering module

The system should help

 Submitting findings of each technician with respect to each assigned problem by allowing
the technician filling the necessary information on the online problem finding registering
form.
 Viewing all findings registered and generating report related to the findings.

Announcement module

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Project Proposal for Online Web Based Help Desk Management System for AUWC

The system should help

 Submitting and approving announcements by allowing the respective user filling the
necessary information on the online announcement form.
 Viewing all announcements and generating report related to them.

User Help Guide module

The system should help

 Viewing help guidelines for some frequently happening problem routines.

Activity report generating module

The system should help the Helpdesk manager

 Viewing all submitted problems within a given time range and their status and generating
the respective report in a format deliverable to the ICTDO officer.
 Viewing workload of technicians within a given time range and generating the respective
report.

9.2 Non-Functional Requirement Specification

Non-functional requirements cover aspects of the system such as performance quality issues
security that the system must fulfill. The system should include the following non-functional
requirements. The front end of the system will be developed using HTML and JavaScript while
the database will be built with MYSQL server.

10. Feasibility Analysis

In this phase, we have seen different feasibility measures such as, operational feasibility,
technical feasibility, and economical feasibility and schedule feasibilities of the new system.

10.1 Economic Feasibility

The new system provides both tangible and intangible benefits to the office, which on the other
hand will build positive image of the office. This will also smoothen the management of the
office. These benefits are necessary and desirable.

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Project Proposal for Online Web Based Help Desk Management System for AUWC

10.2 Technical Feasibility

The technical elements in the system will be confirmed and verified whether it is practical and
achievable.

 Does the organization have the necessary equipment for the system? Yes. Even though
the office has practiced a manual system before the office has the required equipment. All
the necessary hardware does not need to be purchased however, a long-time investment
on the computer peripherals is essential.

10.3 Operational feasibility

Operational feasibility involves considering whether the system is appropriate with the working
environment of the office. All the terms (technical terms) used in the research are elevated with
the advertising terminologies used in the working environment of the agency.

The main constrain of the feasibility study is to ensure the proposed system gets the management
support.

To clarify the operational feasibility study:-

 Do the users (staff) support the new system? Yes they do.

This is because all their opinion about the new computerized system has been gathered. They
believe that the new system can reduce the errors during work and can simplify their job.

11. Conclusion

This project tries to address all problems, which cussed the office not serve the user in its full
capacity. We believe that the system that is going to be developed will curve the problems,
enhances the office’s service delivery role, and builds a positive image.

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