CMC LIMITED

SYNOPSIS ON eCare Helpdesk System

eCare Helpdesk System

1.Organisation:.
CMC Limited a Tata Enterprise is a premier information technology company with an all India presence having ISO 9001-2000 certification for its R&D center & System Integration (NR group). CMC Limited has been conducting computer-training program for various organizations since 1978. Large and complex project management capabilities since its incorporation in 1975, CMC has an enviable record of successfully building IT solutions for massive and complex infrastructure and market projects. Take, for instance, just three of the many major projects undertaken by CMC: 1. A passenger ticketing and reservations system for Indian Railways, which runs 6,000 passenger trains carrying over 10 million passengers a day, on a 90,000-km railway network covering around 8,000 railway stations. 2. Cargo handling system is a comprehensive online real time cargo handling system to integrate all complex and varied activities of container terminals. This system has been implemented for several Indian and International ports. An online transaction processing system for the Bombay Stock Exchange, which handles millions of securities trading transactions every day. CMC LTD has been imparting corporate trainings for the renowned leading organizations likeTech Mahindra, HCL Technologies, Tata Consultancy Services Tata motors and so on. CMC have already Trained 400 employees of Tech Mahindra & more than 800 employees of HCL under ILP since July 2006. To add on , at NOIDA, they have online Testing facility from Pearsons Vue for the candidates, interested in going for vendor certification on technology. They are also proud to have world-class trainers for providing in-depth understanding of the topics. Apart from that CMC have tie-ups with various academic institutions imparting technical education such as engineering colleges pan India for Project based Industrial training on .Net / JAVA / PHP / Embedded Systems and Oracle.

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2.Problem Definition:
INTRODUCTION :Site adaptation requirement:
The site, at which the software is to be run, must have Java Runtime Environment, version 1.5, Apache Tomcat Server 6.0.18 installed.

Project Description:
The objective of the E-care system is to solve all the Help Desk problems, which are coming from the users of E-care. This project automates the Helpdesk System from manual register maintenance and paper work to an automated eCare Helpdesk System, where retrieving records of register data is automated. This java based web-application provides end users as well as the support teams to raise and resolve queries online. This application basically takes end user queries and problems and sends their resolutions online. E-Care raises the bar for web-based online support to quickly solve the queries of end-users, and increasing the end users satisfaction without compromising security. E-care contains four main members who play very important role in this Help Desk System. The major modules and their respective tasks, of eCare System are as follows: End User: Query Submission & Getting Solutions Administrator head: Support Team Assignment Support team: Query Solution Corporate client: View its clients query information

E-care is called as E-desk or Help Desk System. E-care will take care of every request coming from their users and try to solve and produce the solution of the particular request. E-care also will store the responses for the future use.

3. Methodology: We will adopt classical SDLC method (spiral model) for analysis and
design of the project. This model was proposed by Barry Boehm. It focuses on continuous reassessment of plans and risks. Each loop of the spiral represents one phase. In each successive phase, a more refined prototype is built. Each phase is split into 4 sectors: planning, risk analysis, development and assessment.

i) Spiral Model Components Planning- Determination of objectives, alternatives, and constraints. Risk Analysis-Analyzes alternatives and attempts to identify and resolve the risks involved. Engineering-Development of the product as well as the incorporation of testing. Customer Evaluation-Assessment of the products of the engineering element.

ii) Spiral Model Strengths

It provides early indication of insurmountable risks,without much costs Critical high risk functions are developed first This Model Helps us to give early and frequent feedback from users It is a flexible model and can be used in a variety of situations like: reuse, componenet based development and prototyping.

4. TOOLS/PLATFORM, LANGUAGES TO BE USED Software and hardware specification as the name suggests, tells us about the various characteristics of the software and the hardware environment used i.e. the development environment used. Here I specify various software languages, supporting tools that have been used for the development of the system. These tools and the languages have been used because of their relative ease of understand and personal interest in developing the project.
i) SOFTWARE LANGUAGE USED : JAVA

Java is a programming language originally developed by James Gosling at Sun Microsystems (which is now a subsidiary of Oracle Corporation) and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities. Java applications are typically compiled to bytecode (class file) that can run on any Java Virtual Machine (JVM) regardless of computer architecture. Java is a general-purpose, concurrent, class-based, object-oriented language that is specifically designed to have as few implementation dependencies as possible. It

is intended to let application developers "write once, run anywhere". Java is currently one of the most popular programming languages in use, and is widely used from application software to web applications
ii) TOOLS: This Project is coupled with material on how to use the various tool, sub sets

available In ECLIPSE,JSP, SERVLETS AND MY SQL Eclipse is a multi-platform, open source, Java-aware Integrated Development Environment. It has many terrific features which will save you time when writing and debugging code. It is open source and supports multiple platforms. Eclipse is not "Java-centric", and there are active projects which use Eclipse to develop C/C++ code. Eclipse is evolving rapidly. At a minimum you will need the Eclipse Platform and Java Development Tools

Hardware Requirements
Processor RAM Monitor Keyboard Mouse : : : Pentium IV 2GHz and Above 2GB RAM 15 Color Monitor

Software Requirements
Operating System. Developing Tool Database : : : Windows XP Eclipse ORACLE 10G