Database Answers Header
FACTS for a Database for Technical PC Support

Bienecke Rare Manuscripts Libray, Yale University

Statement of User Requirements :-
Purpose : Track Technical Support for PCs in an organization. 
Keep track of the licensing, kinds of software, hardware and so on.
The organization has an IT department who will do the maintanence on the PCs which 
should also be tracked. 

PCs and IT department as the entities. 
For the PCs it is necessary to record details of hardware, software, mouse, keyboard, monitor, user. 
The IT Department must record who does repairs and records the work done, monitor 
licensing, report upgrades, record software problems, hardware replacements, keep 
record of users who report problems, keep record of PC locations. 

WHY DO WE DEFINE THE FACTS :-
These FACTS establish business requirements which the Database must support.
They form the basis for agreement between the User and the Database Designer and are
written in a form of structured English which is clear and unambiguous.
The Draft FACTS
have been defined and are detailed here ...
AREA BEING MODELLED :-
Maintenance Activities by the IT Department.
PC Inventory.

A. PURPOSE :-
A.1 To maintain an Inventory of PCs in an organization. 
A.2 Keep track of the licensing, kinds of software, hardware and so on.
A.3 The IT department is responsible for PC Maintenance and this should also be tracked. 
A.4 Track repairs and record the work done.
A.5 Monitor licensing
A.6 Report upgrades
A.7 Record software problems, hardware replacements.
A.8 Keep record of users who report problems, keep record of PC locations. 
A.9 Records of the work done
A.10 Monitor licensing
A.11 Report upgrades
A.12 Record software problems, hardware replacements, 
A.13 Keep record of users who report problems
A.14 Keep record of PC locations. 

B. The Things of Interest, ('THINGS'), include :-
B.1 PCs
B.2 hardware, software, mouse, keyboard, monitor, user. 
B.3 IT Department
B.4 Repairs 
B.5 Users
B.6 Calls
B.7 IT Support staff

C. These THINGS are Related to each other as follows :-
C.1 A PC has LOCATION
C.2 Each PC can be assigned to zero or one USER at one time
C.3 Each PC has a number of items of INSTALLED_SOFTWARE.
C.4 Each item of INSTALLED_SOFTWARE has a MAINTENANCE_AGREEMENT, which has a Termination Date.
C.5 The PC_INVENTORY consists of all PCs, and different Types if equipment held in Inventory.
C.6 A USER can place a SUPPORT_CALL which relates to a Problem requiring Support Assistance.
C.7 Each SUPPORT_CALL will have a specific CALL_STATUS,(stored in a Reference Table).
    This CALL_STATUS can be Open, Closed, and so on.
C.8 Each member of the SUPPORT_STAFF is also a member of ALL_STAFF within the organization.
    The SUPPORT_STAFF Table is used to store only details related to Support work.All other
    Staff details are held in the ALL_STAFF table.
C.9 Each member of the SUPPORT_STAFF has a number of SKILLS which allow them tp be assigned
    to specific SUPPORT_CALLS which require those SKILLS.
C.10 A SUPPORT_VISIT is always associated with one and only one USER.
C.11 A SUPPORT_VISIT is always associated with one and only one SUPPORT_PERSON.
C.12 A USER always has one or more ASSIGNED_PCS.
C.13 A USER can place a SUPPORT_CALL for one PC.
C.14 The SUPPORT_CALL is allocated to one SUPPORT_STAFF member, and may be passed on 
     to other SUPPORT_STAFF members. 
C.15 The same PC can be assign to different USERS over a period of time.


D. Other Characteristics of these THINGS include
D.1 A Software License can have zero or one EXPIRY_DATE
D.2 A PC is identified by an EQUIPMENT_NUMBER	

E. Sample Data includes :-
   To be determined

F. Typical Enquiries include :-
F.1 How many call do we get to support Windows 2000 ?
F.2 What is the average number of Calls per day for all Support Staff ?

Barry Williams
Principal Consultant
Database Answers
28th. January 2001

[ Home Page | Ask Us a Question | Day in the Life | Email Us | FAQs | Search & Site Map ]

© IceBreaker WebDesigns 2001