Virtual Map

Project Overview | 5

Chapter 1

PROJECT OVERVIEW

Background of the Study

Infrastructure changes, customer satisfaction, process

improvement, service-level achievement, performance

management, cost reduction, security. Historically, these

topics have dominated IT support managers' day-to-day

routines. Traditional IT service and technical support

responsibilities and methodologies are on the edge of

obsolescence. For example, users are not seeking out the

service desk portal for support, they are utilizing blogs,

vendor and user online support sites, and social and

informal networks; third parties are continuing to provide

more resolutions to users. IT support organizations need to

continue to re-evaluate their service offerings and the

impact of these offerings on business goals, and ensure that

their services provide value to the business.

Urdaneta City University Virtual Help Desk (MAP)


Help desks typically have a specialized software

package that is used for tracking the completion of support

requests. Having software to track problems can help

managers analyze the types of questions and problems that

the end users have. Trends can be analyzed to help with

planning the computer education program. Help desk software

also keeps statistics to know how many calls each help desk

technician resolves over a given period of time. This

information can be used as a basis for performance reviews

among peers, as well (Prezi, 2010)

Help desk software can also be helpful to the end user

who is making the request. A ticket is generated when the

support call begins, and both the caller and the technician

follow this ticket to track progress on the problem until it

is satisfactorily resolved. Closing out a help desk

ticket signals the completion of the support case and


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releases the help desk technician to begin helping another

client (Prezi, 2010).

The key is to create an organized environment that

quickly responds to reported issues, and, at the same time,

advertises and provides new services to the organization

using the same basic software architecture. The ultimate

goal is to provide better service by automating as many

steps as possible and, where automation isn't possible, to

increase the efficiency of the people who provide the

services. That is what a virtual help desk is all about, and

this document provides guidance on where to start and how to

approach the implementation of virtual help desk. Virtual

Help desk has many automated capabilities that could drive

down the amount of human effort needed to correct issues. In

other cases, where several people need to be involved in the

process, such as purchasing, installing, and provisioning a

new server, Virtual Help Desk can provide coordination



between all of the parties to help eliminate delays and

improve service levels. Virtual Help desk can then become a

central communication center for all of the things going on

in the IT department, and in many cases it could extend

beyond IT to provide services to Facilities,

Telecommunications, Human Resources, Equipment Maintenance,

and so on. Keep the initial implementation of virtual help

desk simple enough for most of your staff to understand and

manage. Aim to provide the basic functionality and services

needed to achieve a reasonable amount of satisfaction, not

the ultimate "end all" solution. Then, build up the virtual

help desk system over time as the support staff and the end

users become more familiar with it. (KJFitz, 2011)

In information technology, a kiosk is a small physical

structure (often including a computer and a display screen)

that displays information for people walking by. Kiosks are

common near the entrances of shopping malls in North America



where they provide shoppers with directions. Kiosks are also

used at trade shows and professional conferences. The word

is of Turkish and earlier Persian origin, where it meant an

outdoor pavilion or a portico. The kiosks best known to

travelers are those that display show and movie posters on

the streets of Paris. More sophisticated kiosks let users

interact and include touch screens, sound, and motion video.

A number of companies specialize in

creating multimedia kiosks. A simple kiosk can be created

using HTML pages and graphics, setting the type size large

enough to attract people from a short distance, and removing

the Web browser's tool bar so that the display screen is

effectively in "kiosk mode." The presentation can be

designed to simply loop through a series of pages or to

allow user interaction and exploration. Having a separate

printed sign that invites people to your home-made kiosk may

help. (Kual,2014)


http://searchsoa.techtarget.com/definition/HTML

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One of the most asked about interactive systems is a

kiosk, sometimes known as a Directory Information Kiosk or a

Building Directory Kiosk. These are an ideal way to provide

customers or visitors with a simple method of finding their

way to their destination as quickly as possible, with the

minimum of interaction with members of your staff. They are

typically provided with disabled access features, and also

can also be provided with multiple language options which

mean more support for your visitors. These way finder kiosks

are typically used in Shopping Malls, Hospitals, City

Centres, Airports, large car parking areas and other

locations where people can be easily lost, or where

traditional directional signage is unavailable or inadequate

.It must be pointed out that in some cases, a member of

staff may still be required to give assistance (e.g. for

people with certain disabilities, or people adverse to using

technology), but with the right user interface, most people



prefer to use a self-service way finding kiosk, and if not

the member of staff can use the kiosk as an aid in showing

the person the route (sometimes even having a separate

secret way of accessing extra features). Sometimes the same

system can be used to provide a way finding sign or way

finder sign. This is usually a Digital Signage system (i.e.

an LCD or plasma screen, usually in a housing) which is used

for non-interactive display. (Kual,2014)

Computer is an electronic device that processes raw

data into meaningful and useful results. It helps in making

our lives better by solving our problems and has efficiently

managed our daily works. When everything on computer

functions correctly, easily and properly, everything will be

running smoothly. Should any error occur, it can drive

people crazy as not every person has knowledge of how to fix

the IT issues. In this case a technical support is required.

Certainly people can fix the minor errors, but with major



failures technical expertise should be required for

urgently. In this time, people need to contact the helpdesk

of any organization or even institution, especially for

people in corporate company. And computer generally means a

programmable machine. The two principal characteristics of a

computer are: it responds to a specific set

of instructions in a well-defined manner and it can

execute a pre-recorded list of

Instructions (Janssen, 2013).

Computer systems can grow very large from small

beginnings. This often appears to happen overnight without

being planned and take user and technician by surprise.

Eventually the management and support of such an environment

becomes very expensive, time consuming and frequently an

exercise in futility. There is nothing more frustrating than

calling for technical support and getting passed around

until you find the right person to speak to provided, of


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course, that they are not out at lunch or on holiday or have

just gone home (Bosenyo, 2010).

Educators rely more and more on technology to develop

distribute and deliver content to their students. In order

to provide a quality learning experience, it is crucial that

these systems run efficiently and effectively. Whether it is

ensuring uninterrupted online delivery of content, managing

on-campus resources or maintaining the technology

infrastructure to keep the institution running, the demands

on support personnel can be overwhelming. Virtual Help

Desk can offer the perfect solution to enable technicians to

provide the best possible help desk service for educational

environment (Bosenyo, 2010).

According to the Yury Melnichek Travel Guide (2011) is

a map application is a map application with a unique

feature. It does not require an Internet connection. Instead

of streaming maps, users download them to their iDevice.



This app is tailored to travelling, who may not have

Internet access on the go. Once the map has downloaded,

users can zoom in and see roads, railways, and some places

(like parking, train/bus stations, restaurants, and

hospitals). The graphics are quite primitive and individual

buildings are not shown. Maps for larger cities have

adequate detail, but there is little detail for more obscure

places. The icons used to identify points of interest are

small and sometimes hard to read. There is no key either.

The maps are helpful in identifying places around you but

not much else.

Most reliable Virtual help desk in India businesses

have been known to increase their efficiency, While cutting

their capital cost along with being able to provide a

complete flexibility in their in the functionality and size

of their team of customer service providers. Now,

outsourcing the call centre services as against the other



side-lined and a little less important business function

carries a degree of risk. This might have a positive or a

negative effect on a business based on the fact how good or

bad the executive handling the customers are in their

knowledge, skills and communications. This is the reason

why, a customer-focused business has to take cautions before

they hire Help-Desk services in India or the other such

countries that offer the services. The cautions to be taken

into consideration include the reputation of the outsourcing

company in the market. Usually it may able to find a wide

range of sorption’s, when it comes to a company providing

customer service outsourcing, including individuals and

small businesses. However, it is much better and more

intelligent to hire the one that provides a complete

multiplicity of options of contractor, this will give an

option to choose the one or a team that most liked based on

the requirements (Knapper, 2008).



Virtual Help Desk services are an integrated extension

of your internal IT service staff. This can include advanced

call centre features such as a dedicated phone number with

customer-specific greeting. Virtual Help Desk can also rout

calls automatically to staff members who are specifically

set up and trained to support your account. In addition,

staff can use and manage trouble tickets with any customer

trouble ticket system for transparent integration with your

internal support services (Progent, 2002).

A mix of old and new marks USC’s brand of education.

The missionary spirit is kept alive with the school’s

pursuit for the latest in science, technology, and the arts.

A sense of heritage blends well with the Carolinian

enthusiasm for the new. And this is best shown in the

increasingly eclectic look of the school’s architecture. In

general, USC is busy getting a makeover. But as modern

buildings rise in the campuses, ancient ones are carefully



preserved. Thus, the newly-renovated façade of the Main

Campus looks as fresh as when it rose from the rubbles of

the Second World War during the University’s period of

reconstruction. A recent campaign to name the buildings,

halls, and premises after past administrators and individual

patrons who contributed greatly to the University’s growth

helps to give today’s Carolinians a sense of campus history.

Students often wonder why most of the names are those of

foreigners. Then they realize that their school has always

had that international character. And so gearing up for the

challenges of the future, today’s global-minded Carolinian

never stops to pay tribute to the past. (USC, 2009)

According to Fujitsu Philippines, Help desk Services

high availability of ICT infrastructure represents a major

issue for organizations. This is particularly more important

for companies that operate across a number of different

business sites or offices or have vast network of users.



This is why more corporations have "empowered" ICT service

providers to deliver their products and services as their

customers demand for it. It is very flexible in the

provision of first line technical support for basic PC,

server, and other ICT related requirements or needs. It

gives a single point of contact for phone support, customer

assistance, routing, monitoring, call logging, and call

management service. FPI brings in its helpdesk system

infrastructure and its management and operational expertise

in resolving various customer support needs. These in

today's service-oriented environment, more organizations are

putting a premium on reliable and efficient helpdesk

service. Help desk Services enable you to: focus on core

business activities thus enhancing productivity and

efficiency in daily activities have minimal business

disruption and maintain high customer satisfaction level

fully exploit the benefits in keeping up with the latest



trend in the ICT industry. Maximum Business Benefits the

local and global experience in providing ICT Help desk

Services provides the customers with the right service at

the appropriate service level. Through this, they will

realize maximum business benefits while keeping the Total

Cost of Ownership (TCO) at a minimum. They developed help

desk services with a mindful understanding and assessment of

the ICT operations. They continuously reassess and improve

the services based on the statistical information regularly

gathered through the help desk call management database.

This proactive problem management is a key driver to

improved organizational efficiency. With a comprehensive set

of Customer Relationship Management (CRM) and technical

tools, they will identify and solve issues so that it does

not interfere with your daily tasks.

According to Alamodin, Virtual Help Desk is an

information and assistance resource that troubleshoots


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problems our users encounter. It is the central point to

receive immediate help on various IT problems or concerns

of De La Salle University through a wide range of

activities including: Providing Internet accounts such as

e-mail, remote access, hosting of web pages, etc. Advisory

on IT problems such as password retrieval, errors in

operating systems and application software, computer

viruses, etc. Distribution and installation of licensed

software and other packages Repair and maintenance of

hardware, and upgrade of software Consultancy on IT

Equipment specifications based on the purchasing

requirements of various offices. Continuous tracking of

network access failures. Development and maintenance of

Help Desk web site and its solutions database referrals to

specialists on IT problems/concerns that cannot be

directly addressed by the Help Desk.



In the facilities management field, there are various

parties involved in an organisation and also have a range of

expertise to manage the facilities. Organisations such as

higher learning institutions require an efficient and

effective facilities management system in terms of providing

good services to the users. If the building and other

facilities are not managed properly, it will impact the

organisation’s performance. Due to this matter, the

administration of Universiti Tun Hussein Onn Malaysia (UTHM)

considers the FM help desk as one mechanism or user

complaint system in managing the facilities efficiently and

systematically. There are various applicable models or

systems which utilize the helpdesk concept that have been

implemented locally or overseas. Help desk is an electronic

user complaint system which can handle, record and maintain

complaints systematically and efficiently in the Development

and Property Management Office, UTHM. Reports can be



generated automatically either Monthly or annually which

assist in the orderly management and control facilities

in UTHM.

According to the Tour Guide of Baguio City (2009), the

study dealt on the perceptions of three stakeholder groups

on the status of tour guiding in Baguio City. The three

groups are the government sector represented by the

Department of Tourism in Baguio City; the private sector

represented by three travel agencies in the city and

representatives from the tourist guide association. Findings

revealed that tour guiding is perceived by all of the

respondents as important to the tourism industry. The

situation of tour guiding in the city is, however, grim as

there is very little work for tour guides. The factors that

have led to this grim state are: the seasonal nature of the

tourism industry when very few visitors come, stiff

competition from unlicensed tour guides, lack of



coordination between industry stakeholders; and lack of

government support in terms of implementation of regulations

and legislation that will protect the rights of Baguio tour

guides. As recommendations, the city council must study the

merits of Resolution No. 001 submitted by the Association of

Tour Guides of Baguio and Benguet, Inc. and make revisions

where necessary so that corresponding legislation can be

passed. The Local Government Unit must also control and

monitor the number of front liners in the city.

Another objective of a Virtual Help Desk is to improve

IT resource management and save organization’s money by

increasing IT support efficiencies. Through an enhanced

ability to allocate resources, IT organizations have the

flexibility to create new ways of using its technical

support knowledge-base. This technology usually requires a

software implementation and support contract.


http://en.wikipedia.org/wiki/Technical_support

http://en.wikipedia.org/wiki/Technical_support


Organizations can gain considerable infrastructure and

cost savings by deploying virtualization technologies

in hardware environments, such as data centers. However, the

concept of virtualization can also be applied to the way

people work. When applied to the help desk, this translates

into the same number of technicians being able to handle

more support incidents. As tech support problems are

typically handled by the call center, contact center, or a

help desk, either by telephone or remote desktop software,

it’s important that technicians be able to work

independently (or virtually) to

quickly troubleshoot computer issues.

Virtual Help Desk helps to lower IT support costs by

reducing the number of help desk calls. Uses a predefined

solution to help reduce project risk and enable potentially

quick return on investment. The comprehensive suite of help

desk services capabilities helpdesk services will support


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your ICT platforms the way you define it: from providing

problem management and resolutions services to most multi-

vendor products available in the market, vendor management,

and from customized applications systems and platforms to

the most comprehensive productivity center type of helpdesk

service. Integrates with existing help desk systems for a

flexible solution Optimizes workplace productivity through

access to electronic self-service technology Customizes

processes and content to help improve response times and

customer satisfaction.

Virtual Help Desk provides service and troubleshooting

for issues on desktops, laptops, servers, network devices

and hand held devices via phone contact or electronic

messaging systems. Organizations want help desk services to

be a seamless extension or replacements of the corporate IT

support organization. Client access to the help desk,

delivery of support, problem escalation, ticket tracking,



and maintenance of the support database should be consistent

regardless of whether IT problems are resolved via in-house

resources or through an outsourced help desk service.

Virtual help desk services are an integrated extension of

your internal service staff. This can include, advanced call

center features such as a dedicated phone number (Zendesk,

2008).

Virtual Help Desk services offer a range of benefits

that allow you to provide your clients and employees with

fast and effective support while at the same time saving

companies money and reducing administrative hassle. This was

the benefits of virtual help desk services include

experienced and customer service friendly expertise

beginning with the initial call to the helpdesk (Zendesk,

2008).

Company Profile



For Urdaneta City University (UCU) is a public

university under the City Government of Urdaneta located in

a 5 hectares land in San Vicente West, Urdaneta City,

Philippines. It started as a rewarding concept of Dr. Pedro

T. Orata, world-renowned educator and Ramon Magsaysay

awardee to establish an educational complex that provides

basic education all the way through higher education in a

single compound.

With the strong support of the Co-founder of UCU, now

UCU, Mayor Amadeo R. Perez Jr., Dr. Orata founded UCU using

the proceeds of the 1966 town fiesta celebration. As an

archetypal of the community colleges of the United State of

America, the college started with an enrolment of one

hundred forty-four students, who came from the rural areas.

The UCU, utilizing the facilities of Urdaneta City

National High School (UCNHS) for its early year of

operation, commenced with the provisional permit to open a



two-year General Education Course granted by the Secretary

of Education on February 4, 1966. The Secretary further

approved the program for Non-formal Education; hence, short-

term courses in agriculture and retail business for adults

were also offered to assist them in enhancing their earning

capabilities.

After two-years, the first batch of General Education,

84 members, graduated. This paved the way to the opening of

a four-year Education program which was granted in 1968.

Later on, UCC offered degrees in Nursing in 1975, Commerce

and Accountancy, and computer Education in 1996. It also

introduced short-term courses in Midwifery (1973), Computer

Education (1990) and Caregiver Training Program (2002).

When Urdaneta became a City on March 21, 1998, UCC

likewise recognized the need to adopt a new name.

Consequently, in 2001, Mayor Amadeo R. Perez, Jr. broadened

the school’s educational services and changed its name to



City College of Urdaneta by the virtue of City Resolution

No. 61 which took effect on November 2001. In 2005, the name

was further amended as the City Colleges of Urdaneta.

On January 13, 2004, CCU became the first character

School in Region I, in calculating in its students the need,

not just for academic excellence, but more

importantly, character transformation.

At present, UCU has 5 colleges that serve more than

6,000 students from Urdaneta City and neighbouring

provinces. In addition, it has refurnished its buildings, a

multimedia library, and a score of student centers.



Conceptual Framework



Conceptual framework is an analytical tool with

several variations and contexts. It is used to make

conceptual distinctions and organize ideas. Strong

conceptual frameworks capture something real and do this in

a way that is easy to remember and apply.

Agile software development is a group of software

development methods based on iterative and incremental

development, where requirements and solutions evolve through

collaboration between self-organizing, cross-functional

teams. It promotes adaptive planning, evolutionary

development and delivery, a time-boxed iterative approach,

and encourages rapid and flexible response to change. It is

a conceptual framework that promotes foreseen tight

iterations throughout the development cycle.

Figure 1.1 on page 24 shows the paradigm of the study

entitled Urdaneta City University Virtual Help Desk (Map).

The input part of the research paradigm consists of the


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process implemented and the problems encountered in locating

the facilities.

The process part of the system contains the phases of

Agile SDLC which are Project Planning, Project Initiation,

Construction Iteration, Release Iteration and Production.

After gathering of the needed inputs the researchers come up

with the output which was the Urdaneta City University

Virtual Help Desk (Map). The project studies goal is to have

an access for locating the facilities they wanted to go.




Output

Proces

s

Urda

neta

Ci

ty

Univ

ersi

ty Vi

rtua

l Help

Des

k (M

ap)

SDLC

Agile

Model

Plan

Design

Develo

p

Deploy

Mainte

nance


Figure 1.1 Paradigm

Statement of the Objectives

This project aims to design and develop Urdaneta City

University’s Virtual Help Desk (Map). It will help the

students, educators and visitors to have an interactive


Curr

ent

proc

edures

on

loca

ting a

nd

tour

ing me

thod

in

term

s of:

Aski

ng

Bull

etin

Assi

st by

Guar

ds

The

Proble

ms

exis

ting i

n th

e meth

od in

term

s of:

Stud

ents

Teac

hers

Visi

tors

Input


touring experience in the campus and to reduce wasting time

on locating their facilities.

1) To define the locations of buildings and rooms of

Urdaneta City University.

2) To determine the problems encountered by the students,

teachers and visitors of UCU.

3) To determine the design and system features that will be

incorporated in the proposed study.

4) To identify the hardware and software requirements of the

proposed system.

Importance of the Study

This project study aims to develop Urdaneta City

University Virtual Help Desk Map for much improved and

reliable touring approach for the new students of UCU and to

its constituents and the result of the study will benefit

the following:



To the Students. The project allows the new students to

easily locate their rooms with the help of technology. It

helped them to arrive earlier in their class which the

proposed system provided.

To the UCU instructors. It helped them arrive early

which will not the cause of meeting the students late and to

have more discussion.

To the Urdaneta City University. The study served as an

example of locating and touring in the campus.

To the Researchers. The system served as a basis to

further enhance their skills and knowledge in the areas of

research.

To the Future Researchers. The system can be used as

reference on adeveloping a Virtual Help Desk Map system if

the future researchers would like to form this type of

system.



Definition of Terms

The words that given in here can find to the content ofthe study and the researchers give a definition and the useof each word.

Access. Permission from a place or to approach or

communicate with a person or thing (Merriam Webster, 2012).

The users have an access to the proposed system.

Diagnose. To analyse the cause or nature of. (Merriam

Webster, 2012).

The programmer can diagnose the problem of the system.

Electronic. Implemented on or by means of a computer:

involving a computer (Merriam Webster, 2012). The system

will use electronic devices like tablet and computer.

Hardware. Major items of equipment or their components

used for a particular purpose (Merriam Webster, 2012). The

programmer used computer to develop the system.

Locate. To find or fix the place of especially in a

sequence (Merriam Webster, 2012). The user can locate the

facility that looking for.



Password. A secret word which those know it can

recognize each other and be allowed to go past, enter etc.

(Merriam Webster 2012). The Admin had a password to access

all the content of the proposed system.

Software. The entire set of programs, procedures, and

related documentation associated with a system and

especially a computer system (Merriam Webster, 2012). The

programmer used software to develop the system direct to the

Dreamweaver and Isketch.

Tour. A journey for business, pleasure, or education

often involving a series of stops and ending at the starting

point (Merriam Webster, 2012). Users can tour the whole

campus even there were not inside the campus.

Troubleshoot. Is a form of problem solving, often

applied to repair failed products or processes. It is a

logical, systematic search for the source of a problem so

that it can be solved and so the product or process can be


http://en.wikipedia.org/wiki/Problem_solving


made operational again (Merriam Webster, 2012). The

programmer can troubleshoot the system if there is a

problem.

Virtualization. a computing technique to create

representations of computer resources (Merriam Webster,

2012). The system will be virtualize for better images and

information.


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