TeamProject Phase2 Group2

Running head: IT 7833 TEAM PROJECT- PHASE #2 1
IT 7833 Team Project- Phase #2

Team Members:
Venkata Sai Archana Ogirala
Jaafar Bilal
Aruna Gotety
Vongphouthone Sichanthalath
IT7833 IT Strategy and Policy
Professor Lei Li
Southern Polytechnic State University

DEVELOP AN OPERATIONAL PLAN FOR A SMALL BUSINESS 2

Phase II: NGAP Operational Plan
Software development (especially payroll)
We are developing the software by upgrading to Intuit payroll. Intuit Salary is a
completely new web-based payroll service for NGAP that can be used in collaboration with the
e-conomic accounting software.
There are a lot of benefits for e-conomic users that we as a customer of e-conomic can also have
access to a complete web-based solution for managing our employees' wages. This includes the
collection of data, calculation of wages, payments and pay slips all in one and fully integrated
with Internet banking.
Salary management is automated and is designed for us to avoid unnecessary paperwork
or keeping up to date with current laws and agreements. Intuit Salary is a payroll service from
Intuit, Scandinavia's leading provider of solutions for salary and human resources with 30 years
of industry experience.
Intuit manages the order and delivery of the payroll service and also handles service and
support. Intuit Salary is a complete payroll software developed especially for Swedish small
businesses with 1-20 employees, and it requires no licenses with need for periodic updating since
all updates and backups are managed by Intuit.
Intuit is responsible for the functionality, operation, installation instructions and support of Intuit
Salary, while e-conomic is responsible for the functionality of the e-conomic accounting
software. This software can do Multiple Pay Frequencies that include different types of pay
periods including weekly payroll, biweekly payroll, semimonthly payroll and monthly payroll.

Although Payroll Mate gives users the ability to use any pay frequency they want, we
recommend extending the duration of payroll cycles to reduce payroll staff's payroll processing
activities and thus save time and money. This payroll tax software supports regular salary; hourly
pay, overtime pay, double overtime, bonus pay and commissions. Our payroll software comes
with a built-in payroll and paycheck calculator for federal withholding and state withholding for
all 50 states and District of Columbia. Once a report is generated inside Payroll Mate 2014, the
user has a full list of options to export the report data; some of these options include PDF, Text,
CSV (Comma Separated Value), MHT, Excel, Rich Text, JPEG, BMP, GIF, TIFF and EMF.
One of the most powerful features of this payroll management software is the ability to define an
unlimited number of custom payroll items to fit the employer's needs. With other payroll
solutions you are locked in with the built-in payroll items that ship with the product and even if
you have the ability to define custom payroll types, you are limited in the number of items you
can define. This feature is very useful for users with advanced payroll processing requirements
or payroll service bureau.
Website and Software Development Costs
The Company capitalizes certain costs associated with website and software developed for
internal use when both the preliminary project design and testing stage are completed and
management has authorized further funding for the project, which it deems probable of
completion and to be used for the function intended. Capitalized costs include amounts directly
related to website and software development such as payroll and payroll-related costs for
employees who are directly associated with, and who devote time to, the internal-use software
project. Capitalization of such costs ceases when the project is substantially complete and ready
for its intended use.

Network systems
Business Strategy Goal #1: High Availability: The network should be fault tolerant and be
available 99.5% of the
time.
Objective
Secure strong and durable/available network
Tasks to complete objective
Security measures will be taken into consideration and must abide and meet by set procedures.
Ensure the system and network servers must withstand network traffic at peak times. Routers and
servers, computers, and other technological equipment will constantly be tested and free of
errors. The network should be tested in environment before going live.
Persons Responsible: IT/E-commerce division
Timeline: Continuously.
Deliverables:
Network will be of service and available 99.5% of the time.
Business Strategy Goal #2: High Bandwidth and low latency: The network devices need to
have enough bandwidth
to support all of the applications and network component which the company supports.
Objective
Allocate bandwidth to network and computers

IT/E-commerce division will ensure that computers are allocated enough bandwidth given each
member's role and task within the company. For example, e-commerce or web services division
will be allocated more bandwidth and resources than administrative members. Persons
Responsible: IT/E-commerce division
Deliverables:
Appropriate carriers of bandwidth will be applied, for example, T1, T2, T3, Ethernet, Voip.
Business Strategy Goal #3: Separation of Internal and External Network with secured
tunneling: As the company has
plans to expand into online e-commerce the internal and external should be properly
secured.
Objective
Ensure all networks are secure and in a solid state of performance in accordance to network
protocol and procedure
Ensure employees all have access and capability in connecting with each other via NGAP's
internal network. Only employees can have access through to this network, as password
authentication will be established.
Deliverables:

Ensure that messages and all forms of communications within the network are to not be shared
externally. Successful testing of internal and external networks.
Business Strategy Goal #4: Wired and secured wireless LAN: The network hardware should
provide the
ease/flexibility of connectivity.
Objective
Obtain adequate servers and routers/other technology equipment to make work-flow process and
communication easy for staff
Network team will acquire and install appropriate equipment. Equipment will be tested and
updated as measures will be taken to ensure network traffic flow is clean and in working order.
Deliverables: Employees will have no issues with connectivity. Fastest internet will be delivered
in order to increase work-flow efficiency and save time.
Overall Strategy for Database Systems

The plan is to have a single consolidated database system for all applications which includes all
the existing applications as well as the new payroll application and Ecommerce application.
There will be two environments of database systems one for Production and one for test and
development.

The database system needs to provide high availability, best in-class backup and recovery
capabilities and very high performance standards.
Operations plan for database systems is enclosed

Operational_plan_for
_DatabaseSystems.xlsx

Security systems
Action Plan or Implementation plan for Security Systems:
Information security is a business issue. The objective is to identify, assess and take steps to
avoid or mitigate risk to agency information assets. Governance is an essential component for the
long-term strategy and direction of an organization with respect to the security policies and risk
management program. Governance requires executive management involvement, approval, and
ongoing support. It also requires an organizational structure that provides an appropriate venue to
inform and advise executive, business and information technology management on security
issues and acceptable risk levels.
In order to implement and properly maintain a robust information security function, company has
to develop action plan or operational plan into five phases:
Action Plan:
1) Initiation Phase: During this first phase senior executives and IT security officials have
to identify and assess threats, vulnerabilities, attacks, probabilities of occurrence, and
outcomes.
Key security activities for this phase include:

Develop Initial project outline for security milestones that is integrated into the
development project schedule which allow proper planning as changes occur.
Identify key security roles for the system development and gather data regarding the
information and technology assets of the organization, threats to those assets,
vulnerabilities, existing security controls and processes, and the current security
standards and requirements;
Information Security personnel should analyze the probability categorization and
Business Impact Analysis (BIA) information in the performance of each task activity
and impact associated with the known threats and vulnerabilities to their assets.
Contingency and disaster recovery planning personnel should review information
systems that have multiple data types of varying impact levels and consider grouping
applications with similar system-impact levels with sufficiently protected
infrastructures
Also ensure to assess privacy impact.
2) Development/Acquisition: CIO and other management executives should develop a strategy
or plan to mitigate risks while complying with legal, statutory, contractual and internally
developed requirements. Selection of control with respect to any particular approach should
consider.
Enforcing policy through security tools and sanctions
Delineating the areas of responsibility for users, administrators, and managers
Communicating in a clear, understandable manner to all concerned

Obtaining employee certification that they have read and understood the policy
Providing flexibility to address changes in the environment and
Conducting annually a review and approval by the board of directors
Analyze security requirements
Perform functional and security testing
Prepare initial documents for system certification and accreditation
Design security architecture.
3) Security Control Implementation: The goal of access control is to allow access by
authorized individuals and devices and to disallow access to all others. During this phase,
the system will be installed and evaluated in the organizations operational environment.
Integrate the information system into its environment
Plan and conduct system certification activities in synchronization with testing of
security controls.
Complete system accreditation activities.
Integrate security into established environments or systems
Assess the System security
Authorize Information system
4) Operational and Maintenance: IT Security Officer and other administrators should
constantly monitor on the activities and condition of network traffic and network hosts. Because
Activity monitoring is primarily performed to assess policy compliance, identify non-compliance
with the company policies, and have to identify intrusions and support an effective intrusion
DEVELOP AN OPERATIONAL PLAN FOR A SMALL BUSINESS
10

response. These activity monitoring is typically an operational procedure performed over time; it
is capable of providing continual assurance.
Review Operational Readiness
Perform Configuration Management and Control
Conduct continuous monitoring network and host activity to identify policy violations
and anomalous behavior;
Monitor host and network condition to identify unauthorized configuration and other
conditions which increase the risk of intrusion or other security events;
Analyzing the results of monitoring to accurately and quickly identify, classify,
escalate, report, and guide responses to security events; and
Responding to intrusions and other security events and weaknesses to appropriately
mitigate the risk to the institution and its customers, and to restore the institution's
systems
5) Security Disposal: Information security issues associated with information and system
disposal should be addressed explicitly. When information systems are transferred,
become obsolete, or are no longer usable, it is important to ensure that company
resources and assets are protected. The disposal activities ensure the orderly termination
of the system and preserve the vital information about the system so that some or all of
the information may be reactivated in the future, if necessary.
11

Build and Execute a Disposal/Transition Plan;
Archive of critical information;
Sanitization of media;
Disposal of hardware and software.
E-commerce systems

Business Strategy Goal #1: Provide a strategic marketing tool while gaining competitive

advantage and leadership in the industry.

Objective
1. Utilize marketing analytics by analyzing database information such as customer
demographics, products, prices, time periods, sales, quantity of product sold/not sold. This will
allow for business intelligence to determine potential future goals and needs.
Hold kick-off meetings with all divisions (Marketing, Sales/Purchasing, Human Resources, IT,
Customer Service, Database, E-commerce (front-end website division), Accounting) within
NGAP. Kick-off meeting will allow all divisions to assess current trends and assemble
appropriate data together. Ensure external and internal information within each division is
accurate according to database information which has accumulated over time. Past, current, and
potential future trends will be noted.
Persons Responsible: All divisions in NGAP.
Timeline: Meetings will occur every quarter during the year.
12

Deliverables: Trends will be documented in order for NGAP to pursue new leads in the industry.
Future goals will be added and appropriate measures will be taken accordingly.
Objective
2. Must integrate and merge new and current customer accounts database into E- commerce
service.
The DBA (back-end driven) and E-commerce division will discuss timelines on when new
customers were added to company database. Integration of accounts will take place during non-
peak hours, when server traffic is at minimal. DBA queries must be executed and run in a test
environment before going live.
Persons Responsible: Database Administrator (DBA), E-commerce division
Timeline: 1 - 3 weeks; accounts will be merged in different phases and not all at one time.
Deliverables: Accounts will be updated and merge, so NGAP will have accurate readings on
updated customer information.
Objective
3. Establish our back-office systems will record the sales transactions and purchases, as well as
keep the inventory records updated and generate customer invoices.
13

There are various establishment and integration options that NGAP may examine. These options
include:
a) Off the shelf software
b) Off the Shelf-E-commerce software with integration capabilities
Consideration must be made for the following options. For the first option, option a), the
following considerations must be taken into account:
Such an option is appropriate when an e-commerce website is already established. This
solution is the most affordable and least difficult to manage.
Back-office systems must be analysed and decisions must be made to see if software is
compatible with RDBMS, accounting packages, etc.
Also, one or two way integration has to be examined, as a look into if two systems need
to communication with each other.
For option b), the following considerations must be taken into account:
Will such software be compatible with already establish back office systems?
An examination of integration features must be taken into consideration and an in-depth
review of processes linked to back-office systems must be taken into account as well.
There needs to be a hardware delivery and implementation, as well as software implementation .
Persons Responsible: All divisions within NGAP, especially DBA, IT/ E-commerce division
Timeline: Over the next 2 years.
Deliverables:
14

Back-office systems will lead to reduced duplication and improved customer service, as this will
reduce delays in providing information to the customer. Product, pricing, stock availability
information will be available to the customer. With integration, less work will be available for
administration, as information will be entered once; this means that information does not need to
be checked in between systems. More efficient processes and less duplication will lead to less
overhead for the company. There will be automation of product and customer invoices made and
emailed to client. Systems will be updated with relevant account and input sales, sales taxes, etc.
(Integrating Back Office Systems with E-commerce, n.d.).
Business Strategy Goal #2: Provide accurate information concerning operation and services,
products, directions, and hours; there will be a guarantee of information available to the public.
Objective
The web service will be intuitive for the user, as well as simple to navigate. Service and site
information will be ordered and grouped, as well as presented in a logical manner. This will
allow the user to navigate through a minimal number of tiers to access information.
E-commerce division will create website that is user friendly. The marketing team will work
together with E-commerce as to decide best presentation and layout of information within the
web site. Information within website will reflect NGAP's provided services and Web application
will be run on a test environment before launch. Information within the website will consider the
following:
a) Customer base
15

b) Competitors within the market
c) Sales and demand within industry
Persons Responsible: Marketing, IT/E-commerce division, DBA, Accounts, Sales
Timeline: 1 - 3 weeks; accounts will be merged in different phases and not all at one time.
Deliverables: Website functionality and layout will work efficiently. Layout will be user
friendly and site will be easy to navigate.
Business Strategy Goal #3: Provide accurate information on prices, as well as any changes in
daily store operations.
Objective
Pricing and market trends will be posted on a regular basis at the appropriate timings. Customers
will be aware of product and price changes, as our mission is to sell the highest quality products
at the most reasonable prices. Prices will adjust accordingly in relation to business and product
demands.
E-commerce division will work hand in hand with sales/purchasing and marketing team in order
to determine pricing trends and changes according to market supply and demand. The DBA will
update databases when prices need changing.
Persons Responsible: Marketing, IT/E-commerce division, DBA, Sales/Purchasing
16

Deliverables: Customers will be updated through our website on any price or product updates or
changes.
Business Strategy Goal #4: Provide and promote awareness of auto parts, transportation and
vehicle safety, as to bring unity and education to the community/ NGAP will seek-out the
appropriate means of positively contributing to and aimed to embrace transportation awareness
and safety.
Objective
NGAP will target the public information sector and educational institutions, as well as
community groups.
Marketing and E-commerce will meet with community leaders in local schools, churches, and
other institutions to meet and discuss ways in which NGAP can outreach to members of the
community.
Persons Responsible: Marketing, IT/E-commerce division
Timeline: Twice a year.
Deliverables:
Gain local community trust and support in our services and products. Also, encourage awareness
or motor vehicle safety in order to save lives. Remain a positive impact in our world, both online
and in local community.

17

Overall Strategy for Backup and Recovery

The plan is to have a backup and recovery system/policies which would have enough capacity,
speed and support the needs of the entire IT systems.
Operations plan for Backup and Recovery is enclosed

Operational_plan_for
_BackupRecovery.xlsx

Help Desk System Services
1. Requirement Definition: During this phase all vital information is being gathered and
activity plan is being drafted.
Key Activities of Help Desk Service Includes: Establish a Steering Committee to establish
membership levels, objectives, project plan and planning framework.
2. Selection of the Software: Selection of software for Help Desk can be tricky process; many
options are available in the market from ready-made software to custom build open source
softwares. When selecting the software, it should comply with the company requirements to
manage all the Help Desk Auto Part Processes.
Key Activities of Help Desk service includes: Consultation with Implementation experts and
Consultants is necessary in this stage, who will play a role as Liaison between the organization
and the application provider.
3. Preparation of Requirements for Software Configuration: After software had been
selected specific information concerning its installation and initial configuration shall be figured
18

out. A understanding of SLA (Service Level Agreement) and OLA (Operational Level
Agreement). During this stage project timelines should be drawn, with all the phases of
installation, configuration and training.
Key Activities of Help Desk Service Includes: Establish working sessions team, who will be
responsible to draw a project planning for implementing the software and draw the requirements.
4. Implementation and Testing of the Software: After the Help Desk software is installed, its
filled in with data for example end-users, responsible experts, support units, SLA times,
configuration units, operator instructions. After all installation and configuration activities are
finished system operational testing can be performed. The best way is to define special group of
employees whose real incidents will registered in service desk support system so allowing for
operational testing to use data an gathering additional knowledge that can be used in case system
changes.
Key Activities of Help Desk Service includes: The Project Management team is comprised of
personal from technical and application functional areas. These include the Project Manager,
Level 2 Support, Specialists, Network Operations Center, Level 3 Support Specialists, Database
Management units. Security and Application support, who will detect, resolve and avoid failures
that (potentially) affect the Implementation.
5. User Training: This stage includes trainings for service desk operators and for other involved
parties. Of course main priority is given to service desk operator trainings since they are the first
level of contact in Service Desk models.
19

Key Activities of Help Desk Service includes: Develop learning solutions to address the issues
such as objectives and policies and ownership of calls. Specialized training should focus on
Customer Service, Service Desk and Incident Resolution information.
6. Realization of Pilot Project: After all involved parties are trained and software is properly
configured and tested, pilot project can be started with a purpose to make final assessment of
company employees and the system itself. If at this stage no serious issues are discovered service
desk can be considered fully operational.
Key activities of Help Desk Service includes: Establish live sessions, real-time working
models and an observation team with technical & management team members to monitor
changes in the process or in the application.
7. Continuous Improvement of Service Desk Functions: Also after successful implementation,
its obligatory to continue to improve its functions. Various metrics, service support functions
should be improved and perfected. Continuous processes and services improvement is also part
of ITIL best practices and in 3
rd
version of ITIL framework is defined as separate set of
processes.

20

The following is showing Security and Operational Plan Layout.

21

References:
1. Annual Plans for Information Systems, retrieved from
http://www.ocio.usda.gov/sites/default/files/docs/2012/DM3565-001.htm
2. Automatic Data Processing
http://www.encyclopedia.com/topic/Automatic_Data_Processing_Inc.aspx
3. Balaji Viswanathan, Understanding different levels of Help Desk Support, retrieved from
http://project-management.com/understanding-the-different-levels-of-help-desk-support/
4. Bob Anderson, Application Support, IT Service Management and ITIL Application Support,
retrieved from
http://www.itservicemanagement-itil.com/computer-aid/application-support-activities/
5. Incident Management, Retrieved from http://wiki.en.it-
processmaps.com/index.php/Incident_Management

6. Information System Security Lifecycle Management, TCS, retrieved from
http://www.telecomsys.com/Libraries/Collateral_Documents/ISSLM_White_Paper.sflb.a
shx
7.Integrating Back Office Systems with E-commerce. (n.d.) Retrieved from
https://dr6j45jk9xcmk.cloudfront.net/documents/542/medi-booklet-back-office-systems-
accessible-e.pdf
8. NAPA Auto Parts endorses Demandforce to its NAPA Auto Care Centers as an Online
Marketing and Communications Software
22

http://www.demandforce.com/press/napa-auto-parts-endorses-demandforce-to-its-napa-
autocare-centers-as-an-online-marketing-and-communications-software/
9. Payroll Firms Ease the Strain on Small Businesses
http://innovation.arkansasbusiness.com/articles/98018/payroll-firms-ease-the-strain-on-
small-businesses
10. Richard Kissel, Security Considerations in System Development Life Cycle, National
Institute Of Standards and Technology, retrieved from
http://csrc.nist.gov/publications/nistpubs/800-64-Rev2/SP800-64-Revision2.pdf
11. Sandeep Kumar Sreeram, IT Service Management and Service Desk Implementation Best
Practices, International Association of Computer Science and Information Technology,
Institute of Electrical Electronics Engineering (IEEE), retrieved from
http://smartenterpriseexchange.com/servlet/JiveServlet/previewBody/1932-102-1-
4982/IT%20Service%20Management%20(ITSM)%20and%20Service%20Desk%20Impl
ementation%20Best%20Practices.docx.pdf
12. The Customer Flow Toolkit: A Framework for Designing High Quality Customer Services,
New York State Department of
Labor, retrieved from http://www.nyatep.org/files/public/CustomerFlowtk.pdf

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Running head: IT 7833 TEAM PROJECT- PHASE #2 1

IT 7833 Team Project- Phase #2

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