INTERNATIONAL SCHOOL OF
MANAGEMENT AND TECHNOLOGY
NEPAL
FACULTY OF COMPUTING
UNIT TITLE Unit 4: Database Design & Development
UNIT CODE A/618/7400 LEVEL 4 (Core)
STUDENT NAME CREDIT VALUE 15
ASSESSMENT Hinea Telecom Limited
WORD COUNT
TITLE Helpdesk Systems
ASSESSOR Nabina Rijal I.V.
ASSIGNMENT ASSIGNMENT
9/03/2024 28/04/2024
ISSUE DATE SUBMISSION DATE
ORIGINAL
ASSIGNMENT NO. 1/1
SUBMISSION
ASSESSMENT CRITERIA TO BE ASSESSED IN THIS ASSIGNMENT
(Identify all criteria to be assessed in this assignment)
Assignment Criteria P1 P2 P3 P4 P5
Achieved
Merit Criteria Distinction Criteria
Assignment Criteria M1 M2 M3 M3 M4 M5 D1 D2 D3
Achieved
Important:
● Read the plagiarism notice and requirements at Page 6
● Word-limit- 8000 words (excludes cover page, table of content, figures, graphs,
reference list, appendix and logbook)
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● Accepted Sources: Research Papers (Journal Articles, Conference Proceedings, Thesis),
Text Books, Governmental Data, Websites (only a registered organization, an educational
institution, government agency)
● Information taken from unreliable sources will not be accepted
● Must follow Harvard Reference Style
● Assignment must be submitted through the Plagiarism Detection Tool
Assignment submission format
Each student has to submit their assignment as guided in the assignment brief. The students are
guided on what sort of information is to produce to meet the criteria targeted. You are required
to make use of headings, paragraphs, and subsections as appropriate, and all work must be
supported with research and referenced using the Harvard referencing system.
Learning outcomes covered
● LO1 Use an appropriate design tool to design a relational database system for a
substantial problem
● LO2 Develop a fully-functional relational database system, based on an existing
system design
● LO3 Test the system against user and system requirements
● LO4 Produce technical and user documentation.
Scenario
Hinea Telecom Limited is an ISP company that specializes in Internet and TV service
including data storage. China is planning to expand its services introducing Fiber Optics
Internet or commonly known as FTTH internet service. Owing to further expansion, China
fears that there could be disruption in their services leading to customer dissatisfaction if
issues are not answered quickly. The company believes it is essential to build a future-proof
infrastructure to ensure that they are able to provide the best-in-class quality of service to
their customers. With an aim to increase the customers and also to boost the customer
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service quality it is setting up an IT Helpdesk to handle customer queries smoothly
committed to win customers for life by serving them effectively.
As a Database Developer, you have been tasked with designing and building the new system.
Your role includes designing, developing and implementing database systems based on
customer requirements. You are also responsible for optimizing the database system for
performance efficiency, as well as testing and troubleshooting and performing bug fixes.
System Required
When someone in the company has a problem, they can contact the helpdesk. One of the
helpdesk operators will attempt to deal with the enquiry, but if an immediate answer cannot be
given the problem is passed to one of several specialists.
An Information System is needed to log and track the helpdesk queries. This will enable
analysts to see how the equipment is performing overall, whether the helpdesk specialists are
sufficiently resourced to solve problems in an acceptable time and whether there are subject
areas where employee training is needed.
Proposed System Operation
● When a new call comes into the helpdesk, the names of the caller and helpdesk
operator are logged, along with the time of the call, the serial number of the computer
and, if relevant, the operating system and software being used
● The caller’s name will be checked against a register of all personnel to retrieve the
caller’s ID number, job title and department
● Their equipment will also be checked against a register of equipment to find the
equipment type and make. Their software will be checked to see if it is under a valid
license
● Every call is logged and each problem is given a problem number, which is supplied to
the caller so it can be quoted on any subsequent calls about the same problem
● The helpdesk operator will also record notes and descriptions of the problem. A reason
for each call is always recorded even if it is just a note to say how desperate the caller
is getting (e.g. in the case of a follow-up call)
● When a problem is first reported, the helpdesk operator will also allocate a problem
type, selecting it from a list of problem types. It is the skill of the operator to know
what problem type is most relevant and how specific the problem is
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● Some problem types are refinements of more general problem types and so it is
possible that the problem type allocation may be altered later if more information
becomes available
● When the problem area is identified the helpdesk operator can look up previous
problems of the same type to see if the problem has occurred before and, if so, how it
was resolved
● It is also possible to look up previous problems with the same equipment or from the
same caller to see if there were other related problems
● If the problem can’t be solved immediately, the helpdesk operator will use the system
to look up which specialist to refer the problem to
● Each specialist will be an expert in one or more problem types
● If there is no specialist listed for a more specific problem type, then a specialist from
the more general problem type will be used
● The system will also list how many problems the specialist is currently working on so
that if there is more than one specialist for a problem type, the specialist who is
currently the least loaded can be allocated
● When a problem is eventually resolved, the helpdesk operator or the specialist will log
the date and time it is resolved and record some indication of how the problem was
resolved and the time taken to resolve the problem.
ASSIGNMENT TASKS
Task
Activity 1: Designing the Database as per the scenario
Before you start the development process, you need to prepare a proposal document to be
submitted to your manager. The document should contain:
1. The design of the relational database system using appropriate design tools and
techniques. It should contain at least four interrelated tables.
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2. Clear statements of user and system requirements.
You would prefer to produce a more detailed document, so you will produce a comprehensive
design for a fully functional system which will include interface and output designs, data
validations and cover data normalization.
Your manager would like a separate report on your assessment of the effectiveness of the design
in relation to user and system requirements.
Activity 2: Development and testing of the database system
Create and fully implement the database system showing evidence of user interface, output and
data validations and querying across multiple tables using a query language. The system must
also be fully secure and maintainable.
Include code snippets and screenshots of the system functionalities as evidence wherever
required.
For a higher grade:
You would want to include more than just the basics so you will implement a fully functional
database system which will include system security and database maintenance features.
Further provide a detailed assessment of whether meaningful data has been extracted through
the use of query tools to produce appropriate management information. and an evaluation of the
effectiveness of the database solution in relation to user and system requirements, and suggest
improvements.
Further,
Develop and action a test plan with effective tests that includes effective data, and extreme and
erroneous data in order to build an accurate picture of the viability of the database
Tests must assess the breadth and usability of the programme as well as the requirements in the
brief
Tests must include meaningful data and elements that would demonstrate a successful
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implementation
Further Produce a written report:
To assess the effectiveness of testing, including an explanation of the choice of the test data
used. and evaluate the effectiveness of the database against user requirements and suggest
improvements.
5) Produce a series of user videos and a detailed technical and user documentation:
● Technical: showing the backend of the system and its associated setup, including
data flow diagrams and flowcharts, describing how the system works
● User: showcasing the system from a user perspective.
For a higher grade, You would want to provide some graphical representations for ease of
reference in the technical guide, so you need to produce technical and user documentation for a
fully functional system, including diagrams showing movement of data through the system, and
flowcharts describing how the system works.
Lastly, Evaluate the effectiveness of the database solution in relation to user and system
requirements, and suggest improvements.
LEARNING OUTCOMES AND ASSESSMENT CRITERIA
Pass Merit Distinction
LO1 Use an appropriate design tool to design a relational database
system for a substantial problem
LO1
P1 Design a relational database D1 Evaluate the
system using appropriate M1 Produce a comprehensive effectiveness of the
design tools and techniques, design for a fully-functional design in relation to user
containing at least four system, which includes and system
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interface and output designs,
interrelated tables, with clear data validations and data requirements.
statements of user and system normalisation
requirements.
LO2 Develop a fully-functional relational database system, based
on an existing system design
P2 Develop the database M2 Implement a fully LO2 & LO3
system with evidence of user functional database system,
interface, output and data which includes system security D2 Evaluate the
validations, and querying and database maintenance. effectiveness of the
across multiple tables. database solution in
M3 Assess whether meaningful relation to user and
P3 Implement a query language data has been extracted through system requirements and
into the relational database the use of query tools to suggest improvements.
system. produce appropriate
management information.
LO3 Test the system against user and system requirements
P4 Test the system against user M4 Assess the effectiveness of
and system requirements. the testing, including an
explanation of the choice of test
data used.
LO4 Produce technical and user documentation
LO4
P5 Produce technical and user M5 Produce technical and
documentation. user documentation for a
fully-functional system,
including data flow diagrams D3 Evaluate the database
and flowcharts, describing in terms of improvements
how the system works. needed to ensure the
continued effectiveness of
the system
Plagiarism Notice
You are reminded that there exist Academic Misconduct Policy and Regulation concerning
Cheating and Plagiarism.
Extracts from the Policy:
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Section 3.4.1: Allowing others to do assignments / Copying others assignment is an offence
Section 3.4.2: Plagiarism, using the views, opinion or insights / paraphrasing of another person’s
original phraseology without acknowledgement
Requirements
● It should be the student’s own work – Plagiarism is unacceptable.
● Clarity of expression and structure are important features.
● Your work should be submitted as a well presented, word-processed document with
headers and footers, and headings and subheadings.
● You are expected to undertake research on this subject using books from the Library, and
resources available on the Internet.
● Any sources of information should be listed as references at the end of your document
and these sources should be referenced within the text of your document using Harvard
Referencing style
● Your report should be illustrated with screen-prints, images, tables, charts and/or
graphics.
● All assignments must be typed in Times New Roman, font size 12, 1.5 spacing.
● The center policy is that you must submit your work within due date to achieve
“Merit” and “Distinction”. Late submission automatically eliminates your chance of
achieving “Merit and Distinction”. Also, 80% attendance is required to validate this
assignment.
Assignment Prepared By Signature Date
Sheela Paudyal 3/10/2023
Brief Checked By Signature Date
Dhruba Babu Joshi 3/10/2023
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