|
|
This is only a preview of the paper
Click here to register and get the full text.
Existing members click here to login
|
|
|
Overview and History
FED Engineering Group (FED) in Dearborn has had a requirement for a Help Desk Database system since its newly defined services initiative. ... Over the last two years, FED has had several success stories inside of the Dearborn automotive community providing a dedicated, help desk support system for engineer and design plotters and printers. ... Dearborn Program Office (DPO) has been established to move the Help Desk database system enhancement from conception to reality. This proposal has been presented to assist in improving and implementing Help Desk Database system currently in production with enhance features, ease of use and ready for production deployment at major Dearborn, MI automotive technical engineering and design site. ... WITS designed a web interface with a database backend to store, sort and query client data. In brief, WITS created a web based system, allowing data entry and reporting of issues and work done on a variety of printers, plotters and PC workstations under an FED services contract. ... By early fiscal year 2000, web based system was launched as pilot phase in the Dearborn automotive sector. Expected evaluation completed and help desk system rolled into final production early fiscal year 2001 by Dearborn Program Office, (DPO). ...
Current Situation (as of Fiscal year 2002)
Dearborn Program Office reported Pilot phase web based system is performing to specifications, but has not been supported as the primary source of client services data. ... With that, so will the amount of client activity and the increase need for a stable, secure, universal system that will provide work flow data, client scheduling, and access anytime/anywhere. ... Web or summary emails for client case assignments
A Confirm/view scheduled appointments interface for service for field engineers and clients
A universal database to store problems and resolutions for field engineer and help desk technicians
Standard data entry formats supported by intuitive survey questions
Detailed service reports
Database supported on industry leading Sun Enterprise server platform with Solaris 8 operating system
Benefits
Goliath will be a powerful, intelligent database to secure confidential, business critical client information. ... Over time, this will translate into:
Efficient customer scheduling
With intuitive web interface, customer appointment information will be easily tracked by the Goliath calendar
Information from Goliath calendaring system is seamlessly merged Microsoft Exchange calendaring system so that engineer appointments with detailed tasks, including customer location will be booked in Outlook calendar
Improved first-call resolution and analysis
Help desk database will contain 1000s of known customer problems and resolutions that is easily queried by Goliath interface. ...
Improved database integrity
Goliath interface will standardize data entry process into help desk database. ... 999% guaranteed uptime availability
Goliath will be supported on a Sun enterprise server platform for its redundant architecture and Solaris 8 for its proven stability in critical enterprise system environments. ... Much of the development for the web interface, system and software architecture has already been completed by professional services and WITS in anticipation of expected program enhancements. ... Goliath will be a powerful, intelligent database to secure confidential, business critical client information. ...
Interface should be accessible within the FED intranet and public internet
Resolution interface
Goliath resolution interface should be intuitive enough to allow help desk technicians or field engineers to search a vast database of problems its corresponding, detailed resolution requirements. ...
Service scheduling time should be reduced from 10 minutes to five minutes
Scheduler should be accessible within the FED intranet and public internet
Client interface
Interface should allow client to view service time, engineer scheduled to arrive and status of part replacement
Interface should reduce the number of help desk calls received for service information
Interface should be accessible within the FED intranet and public internet
Report interface
Interface should show client to view service activity reports for any printer and plotter by serial number or contract number
Report should show scheduled service times, replaced parts, repetitive actions and detailed issues/task list
Interface should reduce help desk calls received for service information
Interface should be accessible within the FED intranet and public internet
Technical Specifications
Server Hardware
The current hardware configuration of the production database is as follows:
Dual domain Sun Fire 4800 class server
x12 950MHZ UltraSparc 3 CPU’s
12 GB of 184 pin DIMM ECC memory modules
x2 Gb fiber network interfaces supporting fiber channel internet protocol network communications
x2 fiber interfaces for storage area network connectivity
The above items show current hardware configuration of database production server. The Sun Fire 4800 system was placed into dual domain operation to create two virtual systems on one physical server. This virtual system configuration allows FED to use one virtual partition as the production database and the other virtual partition as the development database. The addition of 12 cpu’s has shown a linear scaling in database performance for each cpu added. 12 is the maximum number of cpu’s available for system. ...
Storage Hardware
The current storage configuration of the production database is as follows:
InRange Director Class Fabric Switches
e-port connectivity between switch to allow multi-path failover and load balancing
4GB cache memory
5 interconnect fast switch boards
64 Lucent Connector fiber ports per switch
Sun 9960 Storage
88TB raw data capacity
10TB assigned to production database
180GB, 10K rpm disk drives
32GB of mirrored cache data
32 front end ports at 1Gb/sec bandwidth
8 active cache processors
The above items show current storage configuration of production database.
Approximate Word count = 4346
Approximate Pages = 17.4
(250 words per page double spaced)
|
|
|
|
|
|