COMPUTER INFORMATION SYSTEM (CIS)

Assignment No. : 1

Name : Kishore D Gulhane

Roll No. : KH08JUNMBA074 / ITM Kharghar

Batch No. : 13 B

Date of Submission: 31st Jan 2009

Company Name: Coconut software Ltd (Formally Known as Cvs IT Pvt Ltd)

Understanding Information System Requirement:

The Coconut software Ltd is a company that provides customers the ability to procure, deploy
and manage their IT assets most effectively. Company has 10 years of experience in sales and
support of products and technical services for the diverse IT needs of over 400 customers we
work with. We specialize in delivering end-to-end IT services that include sale and
implementation of ERP solution, infrastructure management, computing and network security,
networking including wide area and internet connectivity, facility management and remote
infrastructure management.

The Goal of company is to ensure that employees always stay current in the fast changing
computing landscape. This allows company to provide our customers with timely solutions to
their current and future IT needs. Our Culture is to believe that people are our greatest assets and
we are committed to creating a learning organization that can provide a sustainable path to
growth, one that will lead to an exciting future for everyone - our people, customers and the
company.

Organizational Structure :

CEO

Finance Sales & Human

Marketing

Network Solution Infrastructure

Provider Management

Kinds of Services :
  ERP Solution and Implementations
 Infrastructure service
 Security Service

ERP Solution and Implementations:

Company is mainly providing the ERP (SAP) implementation to all type of

industrial sectors. Coconut Software Pvt. Ltd. is the fastest growing software
products and Services Company engaged in end to end implementation of
ERP SCM CRM SRM and PLM solutions and support services. We focus on
industry verticals like textile jewelry diamonds chemical pharmaceutical
paper steel engineering consumer products retail media and healthcare.

Headquartered in Mumbai having its regional offices in Chennai, Delhi,

Kolkata and Gujarat.

For Implementations for ERP we are follow the following steps.

1) Project preparation
2) Sizing and blueprinting
3) SAP functional development
4) Final Preparation
5) Go Live

Transaction Processing System (TPS):

The TPS is a system that is used to carry out Business transaction by

employees and workers. The Kind of TPS can be used in this company
is :

Batch Processing System :

Backup service: As company is providing various IT services like mail
hosting, Website hosting to their clients which requires everyday
 backup of data stored on the different servers. As this data is in
Terabytes, manual backup is not possible. To achieve high superior
quality of backup an automated backup server is installed which is
scheduled to start backup process as batch processing in the night
when load on servers is at minimum.
Upgradation of software / Hardware: Upgradation is the process
in which system is upgraded with latest software available to keep with
latest technology in the market. Sometime even hardware of the
system can slowdown the processes due to increasing load on the
system like Webhosting server contains more than 500 websites. This
upgradation process is very critical and time consuming and need to
executed only when traffic on the server is minimum at night.
Bulk mail transfer: This is also kind of batch processing which
requires bulk mailing from client side to their customer like banking
system in which promotional offers through email is done in bulk to
millions of users at a time. This takes lots of resources like bandwidth,
system speed, so to achieve this kind of processes need to be
executed through batch processing system.

Batch Processing
System

Data Processing
Online Backup Upgradation
system : Bulk Mailing
process Process Process
Customer Support (Ticketing system) :

The Helpdesk / Customer support is the heart of service industry .To

customer satisfaction, customer support need to maintain minimum
response time and also providing convenient interactive online system
through which customer can reach you in no time. The customer has 2
option to get there problem / query resolved:

Knowledge base : The knowledge base is library of most common

problem faced by the customer. The problems are grouped together
having similar characteristics providing customer access to quick
solution. This knowledge base is updated automatically whenever
there is same query from many customer numbers of times.
Ticketing system: The Ticketing system is the online processing
concept of providing customer support. In this customer raises their
issues by generating ticket (Unique no.) which means the customer
query is in the queue and will get response for query within sometime.
The important concept of this ticketing system is that the ticket will be
forwarded directly to respective expertise like mail issue will be
forwarded to Messaging expertise; server connectivity issue will be
forwarded to Network expertise, Website issue will be forwarded to
Website hosting expertise. As the domain of expertise is distributed
the customer will be get response very soon.Also, the ticket will not
get closed until customer is fully satisfied with the solution provided
the customer support, this will make sure 100% customer satisfaction.

Online Customer Support

Browse Submit Ticket

Solutions
Through
Through
Ticketing
Knowledge System

Security Messaging
Expertis Expertise
e
Website Operating
Hosting System
Expertise Expertise

Network
Connectivity
Expertise
Management Information system:

The MIS consist of MIS reports which summaries / analyses the performance
of a team in a particular period and compares the same with the expected
performance. This MIS reports helps managers to plan corrective actions and
implement the plan successfully. The MIS takes the data from Transaction
Processing system.

In this company, the managers will get various MIS report from above
mentioned TPS such as given below:

Backup efficiency of data which will help manager to keep a track of

day-to-day data backup scheduling and execution.
Upgrading report will intimate managers about latest technology
available to the customers in terms of software and hardware, through
which company can attract new customers.
With upgradation report, a manager not only maintains latest
technology but also upgrades the employee’s skills to cope up with
latest technology.
The Ticketing report generated from ticket system will help managers
to know number of ticket being raised daily or weekly or monthly and
can also calculate average response time for every ticket. With this
managers can improve response time by making changes in expertise
domain.
The ticketing report help manager will come to know which expertise is
doing well and which expertise need to improve knowledge
performance.
Manager can also keep a track of which ticket is taking longer time to
resolve and can intimate customer with the appropriate work in
progress, thereby maintaining good customer relationship.
The Bandwidth report generated from batch processing system will
intimate Network manager about how much bandwidth being utilized
throughout the day and what kind of traffic is utilizing more bandwidth
such as HTTP traffic; email receiving/sending traffic, any unknown kind
of traffic attaching the private network etc. This will help manager to
manage the bandwidth properly thereby increasing the overall
performance of the IT infrastructure of the company.