Incident Management System For IP Services Operation Section of Sri Lanka Telecom PLC

Abstract

The IP Services Operation Section (IPSOS) of Sri Lanka Telecom P.L.C. delivers IP based application services over IP Infrastructure. Currently it is capable of providing voice and video services such as IP Telephones, Hosted PBX Service, Conferencing, Auto attendant (IVR), Call centre services and Business Trunking. At present most of the processes carried out by them have been done manually and according to the situation of current analysis IPSO section faces difficulties, when they manage their day to day work of the section. Therefore with this project endeavors to improve and maintain the standards, qualities and efficiency of the processes carried out by IPSO section. The active web based system consist of six modules namely Incident Management, Customer Information Management, Users Information Management, Divisions and Resources Information Management, Upcoming training programs and News Management, Report Generation. It is possible for authorized personal to gain access to the system and managing incidents and faults, which reported by customers and users, managing system configurations, use Customer details/Division detail/ Training and Program details for activities. Added to that there are wide varieties of reports that aids to the users. The web-based system was developed according to the Object Oriented Programming Structure (OOPS) method. PHP is the language, which used for server-side scripting, java script is used for client-side scripting. Apache HTTP server as the web server and MySQL Server 5 as the Database Management System in windows environment. Macromedia Dreamweaver 8 is used as IDE for design UIs and development of HTML, CSS, PHP and Java Script codes. Microsoft Office Visio Professional 2007 is used to create design diagrams. . This web-based system facilitates a quality, standards and effective functioning procedure with user friendly environment, through achieving functional and nonfunctional requirements of the project. Therefore, it is quite confident IPSO section of Sri Lanka Telecom P.L.C. will receive more benefits using this system in their working environment.