MSc in computing KM and IT

MSc in Computing (KM/IT)


This is a report which describes the process by which IT will provide support to end internal users. It includes the strategic, operational objectivise and main functions provided by IT within the organization. Moreover, this document can be helped to understand the technical structure, how system shares data and integrate together to complete business transaction.

1. Briefly company presentation

SoftNet - company specializes in creating high quality software according to customer requirements and current market needs. This company has big experience in database application development and data information systems that integrate existing software solutions. Moreover, provides innovative technologies that deliver flexible application infrastructures, extended visibility, real-time integrated data access and high-speed event processing.

Those software solutions are easy in use, stable, do not require special training and at the same time provides secure and scalable architecture for any company. Use newest available technology for creating back office and internet application.

Can help with select and implement best software solution that automate business processes, integrate systems, reduce costs and improve communication inside the organization and information sharing among customers.

2. IT organization

IT, under the leadership of the CIO, is comprised of the following organizations:

Process, Architecture & Quality:

Responsible for:

  • Quality Assurance
  • Release
  • Software Lifecycle Management
  • IT Governance

Field Support Team:

Responsible for all applications supporting:

  • Marketing
  • Sales
  • Technical Support
  • Professional Services

ERP Team:

Responsible for all applications supporting:

  • Finance
  • Order Management
  • Human Resources
  • Legal
  • Facilities

Global IT Infrastructure & Operations:

Responsible for:

  • PC Hardware and Software
  • Network connectivity (both local area and wide area networking)
  • Phones, Printers, voicemail, calling cards
  • Cell phones and handheld data devices
  • E-Mail and enterprise calendar
  • UNIX hardware and software
  • Remote access to Internal Network

Programme Management Office (PMO):

Responsible for running large scale projects and working closely with the IT leadership team, to establish priorities and staffing.

3. The Information Technology Service Level Agreement

The Information Technology (IT) HelpDesk was designed to centralize requests for all services provided by the respective groups.

  • To improve service to SoftNet employees worldwide
  • To address all requests in a timely and predictable manner

4. Support Plan

Tier 1

IT Helpdesk

Calls or questions should initially be routed to the IT Helpdesk. The Helpdesk should be able to resolve issues such as adding accounts, new space creations, deleting accounts, and other generic queries. Other calls regarding performance issues, the wiki not being available, or issues that the IT Helpdesk is unable to resolve should be escalated to tier 2 - Infrastructure Services.

Tier 2

Infrastructure Services

Infrastructure services will work to resolve any issues escalated from tier one support, the IT Helpdesk internally. If they are not able to resolve these issues or need assistance they will escalate the issue to tier 3.

Tier 3

Contegix Hosted Solutions

Contegix not only provides hosting services but also technical support. Contegix can assist with troubleshooting issues that cannot be solved by internal resources alone. In addition to troubleshooting issues Contegix is well versed on plug-ins and their compatibility with different versions. In order for SofNet employees to be able to open up support tickets with Contegix they must be listed as a named support contact.

5. Prioritization Guidelines:

Communicating within an existing work request is the preferred method vs. emails outside the WR system. This way, all communication between IT and the customer will be retained. Communication amongst IT should be kept to a minimum unless the communication is relevant for future calls or for customer's benefit. Never should accusations, speculation or blame be placed within the context of the call.

Below is the communication guidelines per call based on priority:

CRITICAL: A Critical priority issue is one in which:

  • Interrupts a mission-critical business function, such as:
  • Interrupts product shipments
  • Significantly interrupts engineering development
  • Has direct effect on a customer
  • 404 error, broken links, pages, and images on any of SoftNet's websites
  • Browser or site functionality/performance issues
  • Interrupts some other critical business activity
  • Affects multiple users

IT commitment: All necessary available resources will respond immediately to the direct ring through or paged incident report.

Some examples: The following are not operational: servers supporting the critical business applications such as Quantum, OpenAccounts, SalesEdge and ServicesEdge; voicemail system; network connectivity or e-mail server.

HIGH: A High Priority issue is one in which:

  • Impacts a single user
  • No work around exists; user cannot perform critical job tasks
  • Interrupts a non-critical function
  • Site redesigns on any of SoftNet's websites

IT commitment: Call will be responded to within 4 business hours

Some examples: monitor is non-functional, phone does not work, certain viruses are detected, user cannot access the network

MEDIUM: A Medium Priority issue is one in which:

  • Involves a user needing help using supported software
  • Involves non-mission critical application error
  • Involves a planned activity, or
  • Involves a non-critical unplanned activity
  • Can be worked around or recovered from
  • Legal compliance requirement

IT commitment: The next available resource will address Medium issues after all Critical and High calls have been responded to (even if all Critical, High and Medium issues have not yet been resolved).

Some examples: System hangs periodically requiring reboot, individual remote access instability, intermittent software or system errors, can't print to default printer.

STANDARD: Standard Priority issues refer to scheduled activities regarding new functionality:

  • New hire
  • Office move
  • HW Staging and delivery
  • SW staging and delivery
  • Acquisition and setup of cellular (voice and data) devices
  • Planned short duration project Small scope software and hardware analysis project.

IT commitment: The next available resource will address Standard issues after all Critical, High and Medium calls have been responded to (even if all Critical, High and Medium issues have not yet been resolved)

Some examples: software installs of supported applications; new system configuration.

LOW: Low Priority issues refer to the following:

  • Cosmetic fixes not affecting functionality and usability
  • Assistance with unsupported applications

IT Commitment: IT will only respond to Low priority issues once all issues of higher priorities have been responded to (even if all Critical, High, Medium and Standard issues have not yet been resolved)

Some examples: Internal typographical errors, misaligned graphics, assistance with non-supported PDA's.

6. Status Fields:

The status fields within ProDesk (support Centre) should be used consistently throughout the IT Organization. Definitions of each are as follows:

Sample entries are below.


All newly opened requests are NEW by default.

To customers, this indicates that the call has not yet been reviewed nor acknowledged.


A Pending request is one that has been acknowledged but cannot be worked on yet, due to other priorities or resource availability. It is the reviewer's responsibility to ensure the Area, Category and Types are as appropriate as possible. A change to the default routing may occur if any of these items are changed. At this time, the call priority should be set based on the information at hand.

All calls will be acknowledged by the initial work group within 2 business hours which is indicated by use of the PEND status.


A request with a WIP priority is one that is actively being worked.


A request in USER status indicates that further information or action is required of the customer before IT work can continue. This status should be used during the troubleshooting process when results are expected from the customer.


A request in a VENDOR state indicates that action or information is required from an external agency in order for IT to proceed. It is the IT provider's responsibility to ensure that appropriate pressure is placed on the particular vendor to ensure the call is moving along.


The customer or provider on the work request is ceasing work on the particular call for one reason or another. Typically, this should be an agreed-upon status between the provider and the customer.


The processing of events has many different uses: In addition to servicing the capital markets is used to manage risk, monitor compliance, prevent and detect fraud and network management (IT, telecommunications, utilities and transport). He also benefit from the governments (especially in the defence-monitoring of the battlefield and national security), health services and users of RFID. "

Progress Apama platform is the first complex event processing system that allows users to monitor, detect and respond to rapidly changing stream of events, at the time counted in milliseconds. According to Philip Howard, director of research at Bloor and author of the report - "Progress Apama in several respects clearly outweigh the competitive solution is a long time is on the market and has been tested by many customers, is also used worldwide. No other vendor can offer a solution that would have all these characteristics simultaneously, and at the same comparable performance and capabilities as the Apama platform. By integrating technologies and Progress Apama was really a complete processing system event.

Advanced features of Apama event is processing may operate in the diverse, rapidly changing data streams, such as information from financial markets, RFID signals, telecommunications network traffic and satellite telemetry data.

7.1. Business Activity Monitoring

More and more organizations are demanding real-time visibility into critical business operations. Daily, weekly or monthly reports are no longer sufficient to provide timely understanding of what is happening. Some call it "the single version of truth", but for many organizations that truth is continuously changing. Whether it is a manufacturer's just-in-time processes, or a retailer's on-demand supply chain, or an investment firm's pre-trade risk calculation or a homeland security agency's border watch - organizations need a continuously updated, accurate and actionable view of what is happening.

Real-Time Intelligence with Business Activity Monitoring

Progress - Apama Dashboard Studio, a richly-featured BAM dashboard design and execution environment, is the centerpiece to the Apama BAM offering. With its up-to-the-second visualization of key metrics that drive event-driven operations, Dashboard Studio gives decision-makers the ability to see operational activity in real time, generating alerts when conditions that warrant action are detected.

For example, a manager of a manufacturing plant can use a dashboard to monitor the different activities that are happening on the factory floor - and then be alerted or take action as needed based on the information the dashboards are showing.

7.2. Apama Application

The Apama Fundamentals Courseware sample application, called Limit Lab, implements an off market limit order trading strategy. It includes an Apama dashboard so that you can visualize and interact with the strategy Stock exchanges (for example, the London Stock Exchange or the New York Stock Exchange) publish the prices and quantities of stock shares people are willing to trade. The prices are split into buy and sell sides: Bids are the prices at which people are willing to buy stock Asks or offers are the prices at which people are willing to sell stock.

This means the prices can be referred to equivalently as the bid and ask/offer sides.

7.3. How APAMA does works?

Apama is a distributed platform. It has a number of different processes. They can run on the same machine or on different machines. They all communicate with each other via our own socket-based custom transport which has been optimized for low latency and high performance.

Apama has three main types of processes:

  • Integration processes
  • Core processes
  • Visualization processes

Having this separation allows you to create an application that is scalable depending on your hardware, as long as you design your application properly.

First, there are the integration processes. You cannot have an Apama application without some sort of integration. The examples shown include:

  • JDBC adapter - shipped with Apama, out-of-the-box
  • QFIX - to integrate with the popular QFIX Financial Market Data and Order Management Systems
  • JMS - to connect to a JMS message bus

Once you have the integration pieces, you can think about the core processing network

Many applications just use one correlator.

This diagram shows you that you can set up your application to use multiple correlators to service different adapters and performing collaborative work.

Instead, Apama has a process called the dashboard server. (A dashboard is a GUI for an Apama application.) If all of the clients connected directly to the core processing node (the correlator), it would get overloaded just handling the connections and would not get any actual processing done. Instead, it use dashboard servers to connect to the correlators. They can connect to more than one correlator, but typically they connect to just one.

And then multiple clients connect to one or more of the servers. Clients can be a Windows-based or a web-based application. []


[] Progress Software Corporation, (6 March 2010)

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