Project Term: Winter 2019

BTM students worked with the ACE department to build a robust change management system to minimize IT infrastructure incidents while providing processes and tools to maximize productivity for our students, faculty, ACE partners, and guests. Existing service desk solutions were investigated and evaluated. In addition, the students prepared wireframes for an alternative custom-built solution.

Service desk applications

The students evaluated the following service desk solutions for the ACE department:

• Jira Service Desk
• Fresh Service
• SysAid
• Top Desk
• Change Gear
• Spiceworks
• Cherwell Software
  ServiceNow

Technologies used

The students used the following applications for this project:

• Balsamiq
• Google drive
• Gmail
• Bizagi BPMN modeler
• Visual Studio Code
• Draw.io (BPMN Modeler),
• Microsoft Office Suite
• GitBash
• GitHub
• Discord
• acespace.team

Wireframes

Ticket Summary screen

User Profile screen

Task Assignment screen