Enterprise Ticket Management and IT Project Tracking System Upgrade

Nissin Foods USA currently utilizes disparate software systems for managing employee IT requests, budgeting, and reporting. Rapid company growth (12,539 employees) and overseas expansion necessitate a unified, scalable, and efficient solution to streamline issue resolution, improve employee productivity, and enhance IT project management. The existing systems are costly, feature-rich, and inefficient.

A major branch of a global food production company specializing in convenience foods and instant noodles, experiencing significant growth and requiring a centralized IT support and project management solution.

• Consolidate disparate IT support and project management systems into a single platform.
• Improve employee productivity by streamlining the ticket submission and resolution process.
• Enhance IT project visibility and control through budget management and reporting.
• Provide role-based access control and customizable dashboards for efficient user management.
• Eliminate manual data entry and reduce errors.
• Improve communication and collaboration between IT staff, requestors, and stakeholders.

• Ticket Submission & Management: Email integration, automated ticket creation, status tracking, prioritization, and assignment.
• Project Management: Project creation, budget tracking, resource allocation, task assignment, and progress monitoring.
• Reporting & Analytics: Generate reports on ticket resolution times, project costs, and key performance indicators (KPIs).
• Role-Based Access Control: Define user roles (e.g., Regular User, IT Manager) and assign permissions accordingly.
• User Dashboards: Customizable dashboards to display relevant information based on user roles.
• Automated Notifications: Real-time notifications to stakeholders regarding ticket updates and project milestones.

• Email servers (Exchange, Gmail, etc.)
• Potentially existing HR systems for user provisioning (future consideration)

• Scalability: The system must be able to handle a growing number of users and tickets.
• Performance: The system must be responsive and provide quick access to information.
• Security: The system must protect sensitive data and prevent unauthorized access.
• Usability: The system should have a simple and intuitive user interface.
• Availability: The system should be available 24/7.
• Maintainability: The system should be easy to maintain and update.

Implementing this system will significantly improve IT efficiency, reduce support costs, enhance employee satisfaction, and provide better visibility into IT project performance. Automation of ticket routing and reporting will save time and resources, enabling the IT department to focus on strategic initiatives. The system will facilitate better resource allocation, improved project planning, and increased overall operational effectiveness.