Gestion Financiera

Help Desk Technical Support Services

Authority Signatures

Alexander Brooks_________________________ __________01/01/2012_____
Full name Date
Executive Sponsor
Position, client organization
Christopher Everingham___________________ __________01/01/2012_____
Full name Date
Project Sponsor
Position, client organization
Mark Anthony Plett________________________________01/01/2012_____
Full name Date
Project Manager
Position, client organization

Executive Summary
Help Desk Technical Support Services is a current need for most of the clients of Quick System Ltd., they have asked for the continuity of the service and we do not have a business cell to cover that need. This opportunity will provide the company with a new business area. To date, Quick System Ltd.isa company which develops software based on the requirements of the final client, and the work ends when the delivery is made. By having an extension of these services, the company will increase the profitability of each project, producing a possible net profit of $64,000,000.00 pesos and providing the end user with an S.O.S access point.

Phase 1: The Strategic Context
1 Business Needs andDesired Outcomes
1.1 Strategic Environment
1.1.1 Organizational Overview
Mission
Quick System Ltd. will provide excellence, honesty and empowerment. We customize software based on the needs of our clients; this will be performed with our sense of quality and compromise.
Strategic vision, goals, and service objectives
•A world leader in the software development industry and one of the bestcompanies in the international IT industry.
•A company with trustworthy, leading products for our consumers.
•A strong and sound company for our stakeholders.
•A forward-looking company.
•An extraordinary place to work in.
Existing capacity—financial and human resources
Quick System Ltd. has $10,000,000 gross profit every year, having a net profit of $4,000,000 pesos just in the softwaredevelopment area (software factory). The result of this is the work of 25 people, where 7 of them are sales agents, 3 stakeholders, 1 CEO and 14 software developers (JR, SR and Architects).
1.1.2Business Need
All the clients of Quick System Ltd. are asking for a post service (after the software delivery) specifically a Help Desk or (S.O.S) and, to date, the company do not have the business cell to coverthat need. In other words, the company is losing money and clients.

1.1.3 Drivers for Change
Internal
The company is wasting the opportunity to try a new business cell “Help Desk Technical Support” with minimum investment of the stakeholders and associates. This could be the start of a new profitable area and if the cell doesn´t work the company will not lose a significant amount of money.If it does work, Quick System Ltd. will have all the specifics to transform this pilot into a profitable area.
External
The current clients will have the opportunity to acquire Quick System Ltd.’s brand new service to help them solve any kind of problem related with the company software. Nevertheless, the new clients will not just be buying customized software; they will be acquiring a businesssolution.
1.1.4Business Outcomes

Year | Outcome |
1 | Project pilot |
2 | 946 policies |
3 | 1649 policies |
4 | 2695 policies |
5 | 3815 policies |

1.2 Strategic Fit
The primary goal of Quick System Ltd is: to improve current IT services, based on the client’s demands, under the quality cycle of ITIL V3.0 and ISO 20000. The most important thing for the company is the completesatisfaction of the client.
As the current clients are asking for this service (Help Desk) to help them in the operative area and Quick System Ltd. has all the resources to have a pilot trial. In order to fulfil the primary goal, the company needs to start providing this service.
1.3 Detailed Description of the Business Need
1.3.1Problem/Opportunity Statement
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Develop a help desk with...