MQ IT Solutions – Enhancing Incident Management With Mobile And IoT Technology

Why is there a need for a new incident management system?

Discuss about the Inhibitors and Facilitators to Benefits Realization.

This project involves an IT team from a government agency led by Daisy and a consulting company, MQ IT Solutions. It is aimed at replacing the old system which entails telephone or internet-based system management of the government agency with a new system. The system developed in this project is expected to focus on implementing the use of mobile and Internet of Things technology to enhance the response capabilities of the organization in times of incidence handling. With the growing implementation of Information Technology systems in organizations, we cannot overlook the other side of the coin. There is an increased risk of exposure of organization’s details especially through cyberattacks. In as much as we are using the internet to boost day to day business operations, people and organizations must be protected.  

In a big government agency such as Daisy’s, the absence of a proper system to deal with and respond to cyber incidents, threats and attacks is a genuine problem (Coombs, 2015). But with the solution that MQ IT Solutions is offering, there is no need to panic. The traditional system which utilizes telephone and internet-based incident management is good but not just good enough for the emerging technologies. However, the solution that MQ IT Solutions is offering is quite to the task. An incident management system that focuses on making use of mobile and Internet of Things technology to enhance the response capabilities of the organization in times of incidence handling.

The new incidence management system will come with a couple of advantages. For example, the mobile system for managing incidences could obtain updates on information from the incident or attack alert system of the nation, and then hand over the information to people to help (Gollenia, 2016). It could also obtain information from the common online media platforms such as Facebook and twitter to get the hot topics, predict an alert event and then use push messages to alert individual mobiles. We do not take for granted recovery procedures from disasters. The new system will offer rehearsal of efficient attack recovery procedures after disasters.

The current system works on guess works. The sensor sense normal human movement and touch and then the alarm and alert system goes. The problem is the reliability. In most cases, it is a stranger wondering around who is sensed and makes the alarm to go. The owner of the business premises as well as an alarm response team then gets alerted and responds immediately only to realize that it was a stranger wondering around. Now, if two to three false alarms go before a real alarm goes, there is a possibility that when the real alarm goes the owner of business of the alarm response team may have grown weary and following the false alarms and fail to respond accordingly. This may lead to theft and destruction of property which the sensors were installed to protect thus making the system ineffective. There is thus a great need for improvement and this is exactly what MQ IT Solutions is bringing on board.

Advantages of the new incidence management system

MQ IT Solutions will develop, customize and implement a new system, which focuses on making use of mobile and Internet of Things technology to enhance the response capabilities of the organization when it comes to incidence handling. This customer organization is a government agency that deals with sensors and is located within the central business district. There project team will comprise of a projects implementation team from MQ IT Solutions and some individual from Daisy’s government agency who will assist greatly in carrying out user acceptance testing (UAT’s). Previously, some members from both teams during the first site visit examined and took some samples of the current sensors produced by the system. There will be a second site visit to the government agency to assess and analyse the current system so as to develop a system that will be easily integrated with current systems and also find wide user acceptance.

The government agency develops different types of sensors that are used for home security systems, detecting cyberattacks as well as work place safety sensors. The two types of sensors work by either detecting motion to provide burglar proof in both residential homes and business organizations or detecting safety threat like smoke in a work place. For detecting cyberattacks, there is a big challenge to cop up with current technology. There is a need to have automated that works in real-time. It should apply machine learning techniques and real-time processing to analyse big data and look for threats at any point of the organizations network (Gollenia, 2016). For burglary, there are two motion detector sensors which are active motion sensors and passive motion sensors. The former work by sending out ultrasonic waves. They send out ultrasonic waves that reflect back to the sensor. In the case of an intruder, the ultrasonic waves will not reflect back to the sensor. This triggers the sensor to send a signal which can sound an alarm. Passive motion sensors are mainly used in residential homes. They are given off by humans and animals in the form of heat. Small fluctuations in temperatures are not detected by the sensor to exclude natural causes like the sun.

MQ IT Solutions plans on delivering a system that is up to the current technology with the following features;

• Supports storage in the cloud,
• Able to support most wired, wireless and mobile devices,
• Able to support push messages functionality
• Software that is open Source,
• Incorporate information from social media such as Facebook and Twitter;
• Must easily integrate with current systems.

For this project to be successful there is a need for human resources working together in a team and efficiently. Some team members will come from MQ IT Solutions and mainly the experts in various areas of the development of the system (Turner, 2016). They include;

• Project director,
• Software expert,
• Marketing guru,
• Accountant ,
• Six administrative support staff who need not be present all the time and
• Project management expert (Myself).

Features of the new system

From the government agency side we need individuals we are quick to learn and understand the current process so that they provide the information required by the consultant for easy integration. The team will also be trained well enough about the new system in order to be able to support the new system when it is finally delivered to the government agency and commissioned (Coombs, 2015). They may include but are not limited to the following;

• Communications person,
• Administrative staff,
• Technicians who work with the current system,
• Representative from senior management preferable ICT manager and projects manager,
• ICT representatives and
• Project lead (Daisy).

The entire Life Cycle Cost is supposed to be $100,000,000.

The government agency has given the following project acceptance criteria;

• System that can develop an automated sensor for automatic breach detection
• System that can develop automated sensors that can sense signs of attacks across the entire network
• Sensors that can be installed at any remote site and only communicate to the agency database via the cloud
• Two 4 hour training sessions that include practicals to be to all the stakeholders involved in the new processes
• All the processes and procedures implemented to be given out in four hard copies of a book
• Four corporate CDs with all the documentation generated
• A Walkthrough Report for each of the processes implemented 
• A final Performance Report of all the processes implemented
• A Summary Power-point presentation of the entire project
• A final Presentation season for the Senior Management

These acceptance criteria will be used by our customer to check at the end of the project if all agreed deliverable have been provided by the project, or if there is any pending to receive and therefore the project is not yet finished.

• Time frames: You cannot be so certain about time frames when it comes to IT projects but our team will do the best to beat deadlines
• Resources: The type, amount, and availability of resources to perform the project work are not sufficient.
• Personnel limitations: The personnel provided by both parties are not sufficient and hence the need to work overtime to beat deadlines
• Qualified employees to work with the new system

One major benefit from this project is a state of the art technology for developing sensors. We are looking forward to sensors that need little human intervention as they can be accessed remotely through cloud computing. These is a system that learns from past experience using the concept of machine learning from its harvested data, big data. It thus incorporates artificial intelligence and is a more reliable system in terms of accuracy when it comes to detecting cyberattacks and also other kinds of attacks. This system will help develop sensors that have not been developed in the country before nor experienced by most of the citizens.

Even better the new sensors from the system will open up new areas that are currently worrying due to cyberattacks.  As technology continues to permeate our lives, we move from operating technology to integrating with it. This is especially true of autonomous systems that are by definition designed to blend in with our society, becoming second nature. Take for example driverless cars and transport which have taken all the limelight as far as autonomous systems are concerned. Though no cyberattacks have been reported on these cars as yet, the fact still exists that they can be controlled remotely and thus the great need for cyberattack detectors. This is an area where the new sensors that focus on making use of mobile and Internet of Things technology can greatly help those involved, the nation and the globe at large.

Though at first many may shy away due to the higher cost of sensors by the new system compared to the older system, they will eventually see and even experience from the forerunners the effectiveness of sensors from the new system. Even as demand increases and the sensors are produced in bulk, the cost will go down hence attracting more and more customers day in day out.

Human resources required

As afore mentioned, the new system will offer a few benefits. To begin with, there is cloud computing which will allow for real time communication, processing and response. Secondly, there is a milestone for the country at large as far as cybersecurity is concerned. The country is now looking forward to the most ever reliable sensors to counter cyberattacks. Sensors that are dynamic and that can learn from past data, something enabled by the big data collected via cloud computing (Love et al., 2014). The country will be the first in its small neighbourhood to produce these kind of cyberattack sensors and hence this is a great opportunity to expand our customers behold national boundaries.

MQ IT Solutions is responsible for first the installation of cloud computing which will be useful as the project advances and gets to the user acceptance testing stage. They will then hold the first training session basically about the overview of what the new system is going to look like.

The new system will comprise of many components but a few key ones are mentioned below;

1. Scope Statement
2. Critical Success Factors
3. Deliverables
4. Work Breakdown Structure

The project is all about developing a new system for building sensor devices. The new system is supposed to implement the use of mobile and Internet of Things technology to enhance the response capabilities of the organization when it comes to incidence handling (Love et al., 2014). There is no existing commercial off-the-shelf software suitable to be purchased for the organization. There are also no prior similar projects to refer to. Due to this challenge, the project will start up with a survey just to capture most of the expectations that the new system is supposed to address. The project will also involve trainings and user acceptance testing all across its development.

There are many success factors but the critical ones include the following;

• Deadlines: Deliverables should always be submitted within the said time period. This is going to apply both ways that is, us and also Daisy’s team.
• Budget: This is critical for any project and so there is a need to stick within the said budget to avoid elapsing the funds before the project is delivered (Rahi et al., 2012).
• Quality standards: To build a project that satisfies the test of time, quality is key. As we provide quality work it is also a means of marketing ourselves.
• End user benefits: For this project we are going to make sure that the end user finds great relief working with the new system. The efficiency must improve and human intervention is going to be reduced.
• Minimal change orders: There is no need to build a system and then have every single bit of it criticized for improvement during user acceptance testing. Therefore as the projects team we are going to take our time and deliver a system that is close to perfection.
• Low rate of product rejections: If we produce quality work then of the sensors produced by our system, only a few of them may have complaints.
• Employee satisfaction: Our key purpose as we build the new system is to come up with a system that satisfies employees and actually motivates and excites them (Rahi et al., 2012). That is the reason we are engaging all the system users to state their preferences with regard to the new system. We are also aware that it is impossible to please every single user as some users are normally against change even if for no valid reason. Nevertheless, it will be our sole duty to bring every single user on board especially by ensuring the system is as simple as possible to work with.

As stated earlier on, this project will deliver a system that utilizes mobile and Internet of Things to enhance the organizations capabilities in terms of incidence handling. The deliverables may be broken down as follows;

• Cloud-based storage to meet Daisy’s request for cloud-based implementation
• Support push-functionalities: Because of the urgency of cyberattack information, push-functionalities like push
• Software that is Open Source;
• Incorporate information from social media such as Facebook and Twitter;
• Must easily integrate with current systems (Coombs, 2015).

The work can be broken down as follows;

• Review and survey of the current system and its functionalities
• Preliminary training
• Actual system development
• User acceptance and testing
• Implementation

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Cost and acceptance criteria

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