PLEASE MAKE SURE TO NOT COPY-PASTE ANSWERS FROM A DIFF answers QUESTION AND PLEASE ANSWER CORRECTLY AND ACCORDING TO REQUI

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PLEASE MAKE SURE TO NOT COPY-PASTE ANSWERS FROM A DIFF answers
QUESTION AND PLEASE ANSWER CORRECTLY AND ACCORDING TO REQUIREMENTS
OR I WILL HAVE TO REPORT.
Draw a context diagram that confirms the scope of the
system and necessary integration requirements in your business
analysis on the following passage
Consider the following process performed by a helpdesk office
that handles requests from clients. The clients are employees and
different stakeholders of a company. (You are required to choose
any industry scenario for this company). There are about 1000
clients in total. A request may be a business process related query
such as processing a customer after-sales request or an IT-related
problem that a client has, or even an access request (e.g.
requesting rights to access an IT system). Requests need to be
handled according to their type and their priority. There are three
priority levels: “critical”, “urgent” or “normal”.
The current process works as follows. A client calls the help
desk or sends an e-mail in order to make a request. The help desk
is staffed with five “Level-1” support staff who typically are
junior people with less than 12 months experience, but are capable
of resolving known problems and simple requests. The hourly cost of
a Level-1 staff member is AUD 40.
When the Level-1 employee does not know the resolution to a
request, the request is forwarded to a more experienced “Level-2”
support staff. There are three Level-2 staff members and their
hourly cost is AUD 60. When a Level-2 employee receives a request,
he/she evaluates it and assigns it a priority level. The job
tracking system will later assign the request to the same or
another Level-2 staff depending on the assigned priority level and
the backlog of requests.
Once the request is assigned to a Level-2 staff member, the
request is researched by the Level-2 employee and a resolution is
developed and sent back to the Level-1 employee. Eventually, the
Level-1 employee forwards the resolution to the client who tests
the resolution. The client notifies the outcome of the test to the
Level-1 employee via e-mail. If the client states that the request
is fixed, it is marked as complete and the process ends. If the
request is not fixed, it is resent to Level-2 support for further
action and goes through the process again.
Requests are registered in a job tracking system. The job
tracking system allows help desk employees to record the details of
the request, the priority level and the name of the client who
generated the request. When a request is registered, it is marked
as “open”. When it is moved to level 2, it is marked as “forwarded
to level 2” and when the resolution is sent back to “Level 1’ the
request is marked as “returned to level 1”. Finally, when a request
is resolved, it is marked as “closed”. Every request has a unique
identifier. When a request is registered, the job tracking system
sends an e-mail to the client. The e-mail includes a ”request
reference number” that the client needs to quote when asking
questions about the request.
The helpdesk receives approximately 50 new requests per working
day.
The current process is known to be error-prone. The most
frequent types of errors include:
• Many requests take too long to be processed. Clients need to
call often to remind the helpdesk that their requests are still
unresolved
• When the client asks what is the status of a given request,
oftentimes the helpdesk gives an incorrect answer. In other words,
the Level-1 helpdesk staff are unable to accurately determine what
is the status of every request.
• When reviewing the list of open requests, the Level-1 staff
often find many requests marked as "open", but these requests are
in fact already resolved.