Banasthali Vidyapith. Contact Management Software Requirements Specification. Team Rhyzome

Transcription

1 Banasthali Vidyapith Contact Management Software Requirements Specification Team Rhyzome Team Members Anita Kumawat Meenakshi Garg Sanjukta Sarkar Shrinkhla Mishra Project Guide Mr. Vikas Manoria 1

2 Index & Tables 1) Introduction: ) Purpose: ) Scope: ) Abbreviations: ) References: ) Technologies:...5 2) Overall Description: ) Product Perspective: ) Software Interface: ) Hardware Interface: ) Communication Interface: ) Product Function: ) User Characteristics: ) Constraints: ) Use-Case Model Survey: ) Architecture diagram: ) Database design: ) Assumptions and Dependencies: ) Specific Requirements: ) Use-Case Reports: ) Supplementary Requirements:

3 1) Introduction: 1.1) Purpose: Contact Management is for establishing and sustaining the business relationships by maintaining valuable customer information. It also integrates the Support Desk, which gives an overall view of all the customer relationships. The central repository enables to track account- level data, service level agreements, user contact information and product ownership details. 1.2) Scope:? Create different system users and assign different roles with related permissions.? Manage all the account details such as user name, company, phone numbers, address websites, addresses of all the customer from one central location.? Track all the customers and their contact details.? Maintain the services provided to the customer through Service Level Agreements.? Track all the payment details of the customer and their product ownership detail.? Group the contacts together in a single account according to some criteria.? Capture, View and edit all user transactions, including , chats, and services calls in a single system.? Confirmation of end user identity and will verify which users are authorized to receive support.? Maintain history of each customer and their related information about the product sale, SLA & support related transactions.? Anticipate the need and potential of sales opportunities.? View all the details of all the interactions made with the customer.? Activities like updations, creations done in the system by the system users will be maintained in the form of logs for auditing and maintaining the integrity of the system. 1.3) Abbreviations:? SLA: SLA is a formal written agreement made between two parties.the service provider & the service recipient. It defines the term of engagement - the fundamental rules that will govern the relationship.? Support transaction: Communication between support manager and customer regarding service provided, query & feedback for the product. 3

4 ? Payment transaction: Transaction between account manger and customer for all the payment of it s purchase of product and services.? Personal details: Details of customer such as username, company, phone number, address, website, address etc.? Contact details: Details of contact persons associated with the company (customer).? Sales transaction: Transaction between sales manager and customer of the product sold.? HTML: Hypertext Markup Language is a markup language used to design static web pages.? EJB: Enterprise Java Beans.? J2EE: Java 2 Enterprise Edition is a programming platform part of the Java Platform for developing and running distributed multitier architecture Java applications, based largely on modular software components running on an application server.? DB2: DB2 Database is the database management system that delivers a flexible and costeffective database platform to build robust on demand business applications.? WAS: Web sphere application server is an application server that runs business applications and supports the J2EE and web services standards.? WSAD: Web sphere studio application developer is a toolkit which is designed for the creation of more complex projects, providing fully dynamic web application utilizing EJB s. This consist of EJB tools, CMP,data mapping tools & a universal test client that is designed to aid testing of EJB s.? HTTP: Hypertext Transfer Protocol is a transaction oriented client/server protocol between web browser & a Web Server.? HTTPS: Secure Hypertext Transfer Protocol is a HTTP over SSL (secure socket layer). 4

5 ? TCP/IP: Transmission Control Protocol/Internet Protocol, the suite of communication protocols used to connect hosts on the Internet. TCP/IP uses several protocols, the two main ones being TCP and IP. 1.4) References:? IEEE SRS Format? Problem Definition (Provided by IBM)? CT Arrington. Enterprise Java with UML. OMG Press. 1.5) Technologies:? J2EE: Application Architecture? DB2: Database? WSAD: Development Tool? WAS: Web Server? Rational: Design Tool 1.6) Overview: SRS will include two sections:? Overall Description will describe major components of the system, interconnection and external interfaces.? Specific Requirements will describe the functions of actors, their role in the system and constraints. 5

6 2) Overall Description: Describe the general factors that affect the product and its requirements. 2.01) Product Perspective: HTML Client (Customer) HTTP/HTTPS WAS DB2 Client Software (System User) TCP/IP Client Side Application Server Database Server? The web pages (XHTML/JSP) are present to provide the user interface on customer client side. Communication between customer and server is provided through HTTP/HTTPS protocols.? The Client Software is to provide the user interface on system user client side and for this TCP/IP protocols are used.? On the server side web server is for EJB and database server is for storing the information. 6

7 2.02) Software Interface: Client on Internet: Web Browser, Operating System (any) Client on Intranet: Client Software, Web Browser, Operating System (any) Web Server: WAS, Operating System (any) Data Base Server: DB2, Operating System (any) Development End: WSAD (J2EE, Java, Java Bean, Servlets, HTML), DB2, OS (Windows), Web Server. 2.03) Hardware Interface: Client Side Internet Explorer 6.0 Server Side Web sphere application server V5.0 Processor RAM Disk Space Pentium II at MB 1 GB MHz Pentium III at 1 GHz DB2 V8.1 Pentium III at 1 GHz 512 MB 2 GB 512 MB 1GB (Excluding data size) 2.04) Communication Interface:? Client on Internet will be using HTTP/HTTPS protocol.? Client on Intranet will be using TCP/IP protocol. 2.05) Product Function:? Track Account Level Data: In this module, receivables from customer are maintained.? Service Level Agreements: It contains the agreements of providing the services related to product and customer.? User Contact Information: It maintains all the details (Personal, Official, Contact, and Company) of the customer.? Product Ownership Details: It maintains the information that does which customer own which product.? Track Support Transactions: Maintenance of transactions related to the services provided to the customer in the form of support.? Maintaining Logs: Activities of the System Users can be tracked through the logs, which is 7

8 maintained by the system. 2.06) User Characteristics: Every user should be comfortable of working with computer and net browsing. He must have basic knowledge of English too. 2.07) Constraints:? GUI is only in English.? Login and password is used for identification of customer and there is no facility for guest.? This system is working for single server.? There is no maintainability of back up so availability will get effected.? Limited to HTTP/HTTPS. 2.08) Use-Case Model Survey: Manage Customers Manage System Users Create Sales Transaction Sales Manager View All Details Administrator View Logs Manage Product / Service Catalogue Manage Standard Groups Manage Payment Transaction Account Manager Support Manager Manage Service Transactions Manage Groups Customer View Own Details USE CASE DIAGRAM 8

9 1. Administrator: Responsible for managing system users, viewing logs and managing standard groups of the system.? Manage System Users: The Administrator will create different roles. The system users will be created and will be assigned with the different roles. More than one task and permissions can be granted or revoked from the system users.? View Logs: Responsible for checking the logs of different system user for auditing and maintaining the integrity of the system.? Manage Standard Groups: Standard groups will be created and updated by the administrator, which will be visible to all the system users.? View All Details: View the customer details, payment details, purchase details, daily service transaction details. 2. Sales Manager: Responsible for managing customer details, sales transaction, managing products, service catalogs and grouping the related customers.? Manage Customers: Record details of new customers, update and view its details.? Create Sales Transaction: Record details of product sold, customer id, terms and conditions and service level agreements.? Manage Product/Service Catalogue: Creation and updation of product/service details.? View All Details: View the customer details, payment details, purchase details, daily service transaction details.? Manage Groups: Categorize the customers into local groups according to some criteria. 3. Account Manager: Manage all the payment details (of the product or services purchased). Group the customer according to some criteria.? Manage Payment Transaction: Store all the payment transactions made by the customer and update the payment information.? View All Details: View the customer details, payment details, purchase details, daily service transaction details.? Manage Groups: Categorize the customers into local groups according to some criteria. 4. Support Manager: Responsible for entering details of daily service transactions with customer. He can view customer's personal, official, payment details. He can view history of all the customers, edit the customer transactions and can group the related customer.? Manage Service Transactions: Record and edit the details of the daily transactions of the customer for a service.? View All Details: View the customer details, payment details, purchase details, daily service transaction details.? Manage Groups: Categorize the customers into local groups according to some criteria. 5. Customer: Person/ Company who is facilitated by the system.? View Own Details: Customer can view his personal details, payment details, details about services provided and the transaction details for the services. 9

10 2.09) Architecture diagram: Application Layer Business Layer Data Layer Role_UI User_UI Permission_UI Permission Role User Permission Role User Log_UI Task_UI Task Log Task Log Receivable_UI Receivable Receivable Customer_UI Customer Customer Purchase_UI Purchase Sales Product_UI Service_UI SLA_UI Product Service SLA SLA Product Service Service Transaction_UI Service Transaction Service Transaction Group_UI Group Group 10

11 ) Database design: System_Role Role_ID Role_Name System_Role_Task Role_ID Task_ID System_Task Task_ID Task_Name System_task_Permission Task_ID Permission_ID System User User_ID Login_name Password_value First_Name Last_Name Modified Created ISA Sales Manager Account Manager Support Manager Has System_Log User_ID Activity Date/Time System_Permission Permission_ID Permission_Name Group_User Group_ID User_ID Group_Customer Group_ID Customer_ID Group Group_ID Group_Name Group_Description Makes

12 12 Customer Customer_ID Login_name Password Company_Name Phone Extension Fax Address City State Country Zip Code Website Have Contact _Person Contact_ID Contact_Name Person_ID Department_Name Salutation Phone Extension Mobile Fax Address City State Country Zip_Code Messanger_ID Reference_by Product Product_ID Description Profit% Unit_Measure Qty_in_Hand Reoreder_level Sale_Price Cost_Price Image Guaranty Status Launching_Date Sales Bill_No Customer_ID Product_ID Purchase_Date Purchase_Time Qty_Sold Supply_Date Total_Amount Amount_Left Service Service_ID Description Price Duration Support_Facility SLA SLA_ID Customer_ID Product_ID SLA_Name Left_amount Total_Cast SLA_Description SLA_Rule Resolution_Time Days Time Minutes Terms_&_Conditions Amount_left SLA_Service SLA_ID Service_ID Support_Transaction SLA_ID Contact_ID Mode_of_Transaction Subject Date Time Transaction_Detail Service_Manager Support_Manager Responder Initiator Receivables Receivable_no Receivable_for Date Type_of_Payment Mode_of_Payment Check# Check_Bank Check_Issue_date Check_Expiry_date Check_Amount DD# DD_Bank DD_Issue DD_Expiry_Date DD_Amount Cash_Amount Card# Bank Amount

13 Sales Manager Account Manager Customer SLA Sales Sales SLA Contact_Person Group_Customer Group Service Group_User Product Group Receivable Group_Customer Group_User Support Manager SLA Support_Transaction Group_User Group_Customer Group_User 13

14 2.11) Assumptions and Dependencies:? The details related to the product, customer, payment and service transaction provided manually.? Administrator is created in the system already.? Roles and tasks are predefined. 3) Specific Requirements: 3.1) Use-Case Reports: i) Administrator: Responsible for managing system users, viewing logs and managing standard groups of the system.? Manage System Users: The Administrator will create different roles. The system users will be created and will be assigned with the different roles. More than one task and permissions can be granted or revoked from the system users.? View Logs: Responsible for checking the logs of different system user for auditing and maintaining the integrity of the system.? Manage Standard Groups: Standard groups will be created and updated by the administrator, which will be visible to all the system users.? View All Details: View the customer details, payment details, purchase details, daily service transaction details. Manage System Users: View System Users Manage System Users Create System Users Update details of Users 14

15 Name of use case: View System Users Description: View the list of system users in a role and view the details of Preconditions: roles, tasks and permissions assigned to a system user.? Administrator is already logged in.? System users have already been created and assigned some roles, tasks and permissions. Normal flow of events: The system user or a role will be selected. Query will be submitted. Relevant output will be displayed (If system user is selected then roles, tasks and permissions assigned to one will be displayed and if role is selected then list of system users assigned to that role will be displayed). Alternate flow of events: None. Post Condition: None. Ask for selecting Role or System User [ Role ] List of system users which are assigned to the selected role [System User] Details of roles, tasks and permissions of selected user 15

16 Name of use case: Create System Users Description: To create system users (Giving them a login name, password and assign roles, tasks and permissions to them). Preconditions: Administrator is already logged in. Normal flow of events: New Login name, password, details, roles, tasks and permissions will be entered. Save the details. Alternate flow of events: A message appears for duplicate login name. The administrator has to fill the details again. Post condition: A login id is generated with its details. Enter login name, password, details, role name, check the tasks and permissions [ Duplicate Login Name ] User successfully created Name of use case: Update details of Users Description: To update the details of system users (assigning or revoking roles, tasks and permissions). Preconditions:? Administrator is already logged in.? System Users have already been created. Normal flow of events: Select the user name. Assign or Revoke the roles, tasks and permissions. 16

17 Post Condition: None Ask for selecting the system user Updations in role, tasks and permissions Name of use case: View logs Description: To view the activities (logs) of the system users. Precondition:? Administrator is already logged in.? System Users have already been created. Normal flow of events:? Select user name.? Select date. Post Condition: None Select user name Select Date Logs of system user of selected dates 17

18 ii) Sales Manager: Responsible for managing customer details, sales transaction, managing products, service catalogs and grouping the related customers. Manage customers: Record details of new customers, update and view its details. Create Sales Transaction: Record details of product sold, customer id, terms and conditions and service level agreements. Manage product/service catalogue: Creation and updation of product/service details. MANAGE CUSTOMERS Add new contact persons Add customers Manage customers Update Customers View its details Add a new contact specific need Name of use case: Add Customers Description: To create the details of the new customer. Preconditions: Sales manager is already logged in. Normal flow of events: The details of the customer entered. Save the details. Creation of the customer will be entered in the log. Alternate flow of events: A message appears for unfilled fields. The sales manager has to fill the details again. Post condition: A customer id is generated. 18

19 Name of the use case: Add a new contact specific need. Description: To meet the specific needs of the customer, the sales manager can add a new custom field for the customer. Precondition: Sales manager is already logged in. Normal flow of events: Select a customer. Enter the specific need of the customer. Save the new data. Creation of the contact specific need will be entered in the log. Alternate flow of events: If the customer is not present, create the customer. Post condition: None. Name of the use case: Add new contact persons. Description: To create the details of a new contact person of the selected customer. Precondition: Sales manager is already logged in. Normal flow of events: Select customer. 19

20 Enter details of contact person. Save new data. Updation of the contact person will be entered in the log. Alternate flow of events: If customer id not present create customer. Post condition: None Name of use case: Update customers. Description: Any updation in the details of the customer can be made. Precondition: Sales manager is already logged in. Normal flow of events: Select a customer. Customer s data updated. Save the changes. Updation of the customer will be entered in the log. Alternate flow of events: None. Post condition: None. Ask for a customer Display the details of the customer select customer Store changes Customer's data updated Add updation information in the log Name of the use case: View customer details. Description: View the personal details of the selected customer. Precondition: Sales manager is already logged in. 20

21 Normal flow of events: Select customer. The details of customer viewed. Alternate flow of events: None Post condition: None. Ask for customer Select customer Display customer personal details CREATE SALES TRANSACTION Add purchase details <<extend>> Manage purchase details Update purchase Create sales Transaction View purchase details <<extend>> Create a SLA Manage Service Level Agreements View a SLA Update SLA 21

22 Name of the use case: Add purchase details. Description: Store the details of the product sold, customer id and supply details. Precondition: Sales Manager is already logged in. The customer and the product are already present. Normal flow of events: Select a customer. Select a product. Enter purchase details. Save new data. Creation of the purchase details will be entered in the log. Alternate flow of events: If the customer is not present, create the customer. If the product doesn t exist, create the customer. Post condition: Product id is generated. Ask for customer Select customer Create customer Create product invalid invalid Ask for product Valid Ask for details of purchase Store new data Select product Valid Purchase details entered Store add information in the logs 22

23 Name of the use case: Update purchase. Description: Any changes in product details can be made. Precondition: Sales manager is already logged in. The product is already present. Normal flow of events: Select product. Edit the data where needed. Save changes. Updation in purchase details will be entered in the log. Alternate flow of events: If product doesn t exist, create product. Post condition: None. Ask for customer Select customer Create customer Create product invalid invalid Ask for product Valid Select product Valid Ask for a date Purchase details shown Select date Update purchase details Store changes Store update information in the logs Name of the use case: View purchase details. Description: View the details of the product purchased by the selected customer. 23

24 Precondition: Sales manager is already logged in. The product and the customer are already present. Normal flow of events: Select product. Select customer. The purchase details are shown to the sales manager. Alternate flow of events: If the customer doesn t exist, create customer. If the product is not present, create product. Post condition: None. Ask for customer Select customer Create customer Create product invalid invalid Ask for product Valid Ask for a date Select product Valid Purchase details Shown Select date Name of the use case: Create a service level agreement. Description: Store the details of the services provided to a customer, duration of the services and details of the terms and conditions Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present. Normal flow of events: Select product. Select customer. 24

25 Select service/s Enter details of the service level agreements. Save the new data. Creation of the SLA will be entered in the log. Alternate flow of events: If the customer doesn t exist, create customer. If the product is not present, create product. If the service is not present, create service. Post condition: SLA id is created. Ask for customer Select customer Create customer Create product invalid invalid Ask for product Valid Ask for one or more services Ask for SLA details Select product Valid Select service/s Store new data SLA entries entered Store add information in the logs 25

26 Name of the use case: Update service level agreement. Description: To edit the details of the SLA made with the customer. Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present. Normal flow of events: Select product. Select customer. Select date. Edit the details. Save the changes. Updations of the SLA will be entered in the log. Alternate flow of events: If the customer doesn t exist, create customer. If the product is not present, create product. Post condition: None. 26

27 Name of the use case: View service level agreement. Description: To see the details of the agreement made with the selected customer. Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present. Normal flow of events: Select product. Select customer. Select date. The details of the SLA are shown to the sales manager. Alternate flow of events: If the customer doesn t exist, create customer. If the product is not present, create product. Post condition: None. Ask for customer Select customer Create customer Create product invalid invalid Ask for product Valid Ask for a date Select product Valid SLA details Shown Select date 27

28 MANAGE GROUPS Create a group Manage groups Group the related customers Name of the use case: Create a group Description: A new group is created. Precondition: Sales manager is already logged in. Normal flow of events: Enter a group name. Enter its description. Save the new data. Creation of the group will be entered in the log. Alternate flow of events: Post condition: None. Ask for group name Group name entered Ask for group description Store new data Group description entered Store add information in log Name of the use case: Group the related customer. Description: The related customers are added in the selected group. Precondition: Group name and customer should be already present. 28

29 Normal flow of events: Select group name. Select the customer. Add the customers to the selected group. Grouping information will be added in the log. Alternate flow of events: If the group doesn t exists, create a group name If the customer is not present, create the customer. Post condition: None. Ask for a group name select group Ask for customer list Add customers to the selected group Select customer Add adition information in the log Name of the use case: View the customers in the selected group. Description: The customers added in a group can be viewed. Precondition: Group name and customer should be already present. Normal flow of events: Select group name. The customers in the selected group is shown. Alternate flow of events: If the group doesn t exists, create a group name If the customer is not present, create the customer. Post condition: None. 29

30 Ask for group name Select group name Display list of customers in the selected group MANAGE PRODUCT/ SERVICE CATALOGUE Create product/service details Manage product/service catalogue Update product/service details View product/service details Name of the use case: Create product/service catalogue. Description: The product and service details are maintained in the form of catalogue Precondition: The Sales Manager should be already logged in. Normal flow of events: Enter the product/service details. Save the new data. Creation of the product/service will be entered in the log. Alternate flow of events: None. Post condition: None. 30

31 Ask for new product data Update View Product details entered Store new data [update ok] Creation information stored in logs [system error] [Duplicate product found] Display error Display conflict Ask for new service data Update View Service details entered Store new data [update ok] Creation information stored in logs [system error] [Duplicate product found] Display error Display conflict Name of the use case: Update the product/service details. Description: Updating in the details of the product/service are made. Precondition: The Sales Manager should be already logged in. The product should be already present. Normal flow of events: Select a product/service. Edit the details. Save the changed data. Updation of the product/service will be entered in the log. 31

32 Alternate flow of events: If the product/service doesn t exist then create product/service. Post condition: None. Ask for a service Display the details of the service select service Store changes service details updated Add updation info rmation in the log Ask for a product Display the details of the product select product Store changes product details updated Add updation information in the log Name of the use case: View product/service details. Description: The product quantity, price, service details are displayed. Precondition: The Sales Manager should be already logged in. The product should be already present. Normal flow of events: Select product/service. The catalogue of product/service is shown. 32

33 Alternate flow of events: If the product/service doesn t exist then create product/service. Post condition: None. Ask for product Display list of customers for the selected product Select product iii) Account Manager: Description: Manage all the payment details (of the product or services purchased). Group the customer according to some criteria.? Manage Payment Transaction: Store all the payment transactions made by the customer and update the payment information.? View All Details: View the customer details, payment details, purchase details, daily service transaction details.? Manage Groups: Categorize the customers into local groups according to some criteria. 33

34 Manage Payment Transaction: <<extend>> {or} Add payment transaction details <<extend>> Manage payment transaction details Update the account of customer Account manager {or} {or} Manage groups Edit the payment transaction details {or} Create a group View History Add customer to group Name of the use case: Add payment transaction details Description: All the payment transaction details are entered. Pre condition: Account manager has logged in. Normal flow of events:? Select the customer.? Select the product.? Select the bill number.? Enter the details of receivables.? Save the receivables details.? Update the account of the customer.? Entry of this adding details event has been logged. 34

35 Alternate flow of event:? If the receivables details will left to fill then system ask for refilling all the blank details then save the details and update the account of the customer. Post condition: None. Ask for the Receivables Receivables entered Store the Receivables [Found error] Display error Update account of customer [submission OK] Name of the use case: Edit the payment transaction details: Description: Previously entered payment transaction details are updated. Normal flow of event:? Select the customer.? Select the product.? Select the receipt number.? Select the payment transaction number.? Make the changes.? Save the new details.? Update the account of the customer.? Entry of this editing event has been logged. Post condition : None. 35

36 Ask for the Bill number Bill number entered [Bill number not found] [Bill number found] Display filled form of receivables Editing done [Error found] [Submission ok] Store updated form Display error Display Error Update account of customer iv) Support Manager: Responsible for entering details of daily service transactions with customer. He can view customer's personal, official, payment details. He can view history of all the customers, edit the customer transactions and can group the related customer.? Manage Service Transactions: Record and edit the details of the daily transactions of the customer for a service.? View All Details: View the customer details, payment details, purchase details, daily service transaction details.? Manage Groups: Categorize the customers into local groups according to some criteria. Manage Service Transaction Add Service Transaction Manage Service Transaction <<extend>> Update Service Transaction Edit Service Transaction 36

37 Name of use case : Add Service Transaction Description : To add new transaction with a customer. Normal flow of event : Select the customer or enter name of responder Select the contact person Select SLA No Enter the mode of transaction Mode of transaction may be chats service calls meetings Enter date and time Enter subject of transaction Feedback Discussion on service provided for a product Enter the name of initiator Enter / Select details in transaction Enter name of service provider Save this transaction Add transaction entry is made into Log Alternate flow of events: Sales Manager will get a notification if customer/contact person does not exist in the system. 37

38 Ask for customer customer entered [ customer not exist in system ] Notify to sales manager Ask for cotact person Ask for SLA contact entered SLA entered Ask for subject, date, time, details in transaction, service man, support manager All require fields are enetred Store new data Record add transaction in log Name of use case : Edit transaction Description: To edit the customer transaction. Normal flow of event : Select customer 38

39 Select contact person Select SLA no Make changes in transaction Update the transaction Ask fo r Customer Ask fo r contact Ask for SLA Customer entered conatct entered Display transaction SLA enterd Edit the transaction Store update d transaction Record edit entery into log 39

40 Name of use case : View history of customer Description : Support manager can view history of customers according to many criteria, like Customer name Contact person Product/ Service Date Time Transaction mode chat service calls meetings Subject Feedback Discussion of product/service Name of the service provider Name of support manager Normal flow of events : Select a criteria stated above History will be visible to support manager Support manager can delete transaction Post condition: Activities are registered in Log. Assumptions: Use cases Manage customer, Create sales transaction, Manage product/ service catalog has been created. 40

41 Ask for customer Ask for SLA Customer entered Ask for date/ time/ subject/ mode of transaction/ service provider/ support manager SLA entered Select transactions according to SLA Select transaction from support transaction DIsplay transaction Record view entery in Log Display transaction Record view entry into Log 41

42 Ask for service Ask for SLA Select customer Service entered SLA entered Select transaction from support Transaction Ask for customer Ask for cotact ASK for SLA Customer entered Contact entered Select transaction from support transaction Display transaction Display transaction Record view entry in to Log Record view entry in to Log 42

43 3.2) Supplementary Requirements: Have hours of operation that are 24 x 7 - Because system can be an automated process, so it can stay open for 24 hours a day. If the base is now the entire world, staying open 24 hours a day becomes critical. System is required to be available 24X7 so UPS support must be on server site for at least 8 hours in case of power failure. System will remain inaccessible to users at 2:00 to 4:00 am for backup and maintenance purpose. Reduce the cost of a sales transaction - To the extent that one can automate the sales process through this system, one can start to reduce the cost of that sales transaction. This is particularly true of mundane sales transactions where the customer knows what they want. Make the existing Web site more dynamic in nature - Many early Web implementations consisted of static HTML pages. This becomes very difficult to manage if the number of pages gets too large. An effective system should be largely dynamic taking advantage of technology that automates this process rather than relying on manual processes. Application should serve dynamic user based customized web pages to its clients from server. Tie the existing Web site into existing enterprise systems Any existing Web site that relies on the manual duplication of data from another system is one that can be improved. Most of the business data in the world today exists in enterprise servers that can be connected to the Web servers to make this process far more effective. Provide good performance and the ability to scale the server The Web Application Server should provide good performance and the ability to manage performance with techniques, such as support for caching, clustering, and load balancing. Providing session management capability - Web application developers should not spend valuable time worrying about how to maintain sessions within the application. The Web Application Server should provide these services. 43