Reference no: EM133962362
Assessment - IT Service Desk System Development
Fundamentals of Programming
Learning outcome 1: Interpret simple program specifications.
Learning outcome 2: Use an integrated development environment to develop, debug and test a solution written in a programming language.
Assigned Environment - IT infrastructure team
Task
You will develop an IT Service Desk System that helps manage and track tickets submitted by employees in an organisation. The system will allow users to submit new tickets, update the status of existing tickets, and view the unresolved or closed tickets list. The project will incorporate various Python programming concepts.
Assessment Description
This assessment focuses on the development of an IT Service Desk System. Service desk systems are vital tools in IT environments, allowing organisations to manage, track, and resolve issues submitted by employees/staff. These systems streamline support processes by providing a central platform for reporting, tracking, and resolving issues related to IT services. The theoretical underpinning involves understanding control flow, data structures, conditional logic, and modularity in Python programming to create a functional and efficient system. Get reliable and affordable assignment help today!
The business case for this assessment simulates a real-world IT environment where the service desk plays a crucial role in ensuring smooth operational support. The task integrates various fundamental programming concepts, encouraging students to build a robust and scalable solution/software application that mirrors industry practices. The system should be flexible, user-friendly, and allow seamless ticket submission, tracking, and status updates. By incorporating real-world scenarios and IT environments, students are better prepared for professional tasks in IT service management and programming.
Your task is to create an IT Service Desk System that covers the following minimum requirements:
Control Flow:
Implement a menu-driven system where users can choose options such as:
Submit a new ticket.
Check ticket status (e.g., "Open", "In Progress", or "Closed").
View a list of unresolved/open tickets.
ChatGPT Interaction: Describe your menu implementation and control flow to ChatGPT. Ask for its feedback on optimising the menu for ease of use. Document this interaction.
Conditional Statements:
Add logic to classify tickets based on their urgency (e.g., Use a drill-down menu to select urgency):
Low urgency (minor issues, no impact on operations).
Medium urgency (moderate issues, partial impact).
High urgency (critical issues, system down).
ChatGPT Interaction: Discuss your approach for categorising ticket urgency with ChatGPT and ask for any suggestions to refine this logic. Document this interaction.
Lists and Dictionaries:
Use dictionaries to store ticket details, such as:
Ticket number.
Ticket description.
Ticket status.
Ticket priority.
Use lists or tuples to track the order of ticket submissions.
ChatGPT Interaction: Share your use of dictionaries and lists/tuples with ChatGPT and ask for improvements or alternative approaches. Document this interaction.
Loops:
Implement loops to handle tasks such as displaying the menu until the user chooses to exit and iterating over tickets to manage them.
ChatGPT Interaction: Ask ChatGPT for suggestions on improving loop efficiency, especially when iterating through large ticket queues. Document this interaction.
Functions:
Modularise your code by creating functions to handle:
Submitting new tickets.
Checking the status of existing tickets.
Displaying unresolved tickets.
ChatGPT Interaction: Discuss your function design and ask for ChatGPT's feedback on improving code reusability and modularity. Document this interaction.
Libraries:
Use external libraries (e.g., random, datetime, etc) to manipulate the tickets as required.
ChatGPT Interaction: Discuss with ChatGPT which external library might be appropriate for this project. Ask for feedback on how to install, import, and effectively use the chosen library. Document this interaction.
Part 2: Video:
As part of your assessment, you are required to create a Code Explanation Video in which you will explain the logic and reasoning behind your code. This video will demonstrate your understanding of the programming concepts you have applied in your IT Service Desk System and allow you to articulate your thought process clearly. Use the following guidelines for the coding explanation video:
Purpose:
The video should focus on explaining the logic and reasoning behind your code, highlighting key decisions, programming constructs, and how different components of your code work together to achieve overall functionality.
Content to Cover:
Provide a brief overview of the IT Service Desk System, including its main features and purpose.
Highlight key sections of your code, such as control flow, conditional logic, functions, loops, and data structures (lists, dictionaries). Explain how these sections contribute to the overall system functionality.
Discuss the rationale behind your choice of algorithms, data structures, and code organisation. Justify why you used specific methods, libraries, or design approaches.
Identify any challenges you encountered while coding and explain how you resolved them. This could include debugging processes, optimising code, or refining logic with ChatGPT feedback.
Mention any improvements you made based on testing or feedback and suggest areas for future enhancement.
Requirements:
The video should be between 5 to 7 minutes in length.
Assessment Instructions
Develop a clear structure for your IT Service Desk System, ensuring that all code is organised logically using functions and external libraries.
Before the assessment, you will receive a unique IT environment type (e.g., cybersecurity, network support, etc) to personalise your project. You must ensure that your assessment reflects the IT environment allocated to you by your facilitator.
The program must have user interactivity and choices so that users can use the program for as long as they want.