EXECUTIVE SUMMARY

Within the transport sector in Peru, we find a variety of companies dedicated to the transport of persons and
/ or cargo, and types such as public transport and private access to different population groups either inside
and outside the country.

TURISMOS transport company DIAS SA is a company with over 20 years experience in the transport service
of passengers and goods; is established in the tax address Av. Pablo Casals 192, 13000 Trujillo, in order to
providebetter service for its customersIn its various forms fulfilling its corporate values which are:punctuality,
comfort, quality and safety. Therefore, the company TURISMOS DIAS SA implements, haveconsider the
safety of their passengers and their staff, meet punctuality in their schedules and provide comfort during the
trip.

The differential advantage that the company DIAS SA Passenger cars over other companies that cover
similar route, is that It provides transportation services covering routes connecting northern Peru, standing
out on routes direction east of the country as Moyobamba and Tarapoto. It also offers a service called "Kuntur
Wasi Oro".

The mission of the company DIAS SA is TURISMOS providing our customers with confidence and buses
newest cars, worker safety and profitability to shareholders. The vision is for the year 2029, it is recognized
as a leader in the national and international interprovincial, land transportation concerning the quality of its
services, committed to contributing to the growth of Peru.
I. GENERAL DATA

1.1. Spinning business

ground transportation of passengers, cargo service, sending money orders and parcels.

1.2. Addressing current strategic

1.2.1. Mission

"We are a company with over 20 years experience in the transport service of passengers and goods; trust
dedicated to providing our customers with buses and newest cars, worker safety and profitability to
shareholders. "

Source: TURISMOS DIAS SA

Commentary:

The mission of the company DIAS SA Passenger cars if it meets aspects of the satisfied What ?, Who ?,
How satisfied satisfies? and it is complemented by the look Why the company exists? Therefore, we believe
it is raised out their mission.

1.2.2. Vision

In the year 2029, they are recognized as a leader in the national and international interprovincial, land
transportation concerning the quality of its services, committed to contributing to the growth of Peru.

Source: TURISMOS DIAS SA

Commentary:

The vision that the company Touring Car DIAS SA arises, if it meets the criteria to be recognized as a vision,
the first criterion to the naked eye is that it has a period of time with which they are designed to carry out the
realization of their objectives raised.
1.2.3. Strategic goals Business

Financial perspective:
 Increase the profitability of the company.
 Minimize the impact of unforeseen situations.
 Meet quality standards regulated by the competent authorities.
Customer Perspective:
 Improving customer satisfaction.
Internal process perspective:
 Standardize all business processes.
 Improve process effectiveness.
Perspective of learning and growth:
 Generate a suitable environment for innovation.
 Raise the level of competence of staff.

Commentary:
The strategic objectives set by the company Days Touring Car SAThey are those that will help the company
to prioritize and realize their long-term goals set through internal processes taking place in the company. In
addition, it is noted that the strategies proposed are based on the strategies used by the company Days, and
as a result seek to achieve the objectives set by the company, concluding that way they are correctly aligned.

1.2.4. Strategic

 Provide training: Knowledge, skills and abilities of our staff, are very important, not only for the company
but also for personal development.
 Control in enterprise security: Security is vital, so our workers have the best personal protective
equipment (PPE) to perform their duties.
 Implement and improve methods of personnel selection to maximize efficiency, improving the quality of
service.
 Provide social benefits to workers: Our staff has the financial protection that gives law, being very
important rest and helps each family in our company, also our staff receive preventive care and
permanent, helping to maintain a good state of health in the life of every member of our company.
 Implement and improve methods of rational use of resources to maximize efficiency while minimizing
waste generation.
1.2.5. Strategic map

Illustration 1. Strategic map

 Source: own elaboration, 2019

1.3. Organization chart

Illustration 2 : Flowchart Business Days Touring Car SA

Source: Touring Car SA Days
Commentary:

The organizational chart of the Touring Company Days shows extensive coverage in their production
processes adequate for their organs for no entreverar tasks division, also has a good position in support
areas, providing power assist due to his immediate superior is the General management, not many
intermediaries in this regard. At the moment it would be necessary to read the functions of each of these
bodies to determine whether it is correct or has completely redundant functions.

1.4. Geographic location of the company

Illustration 3 : Front Touring Car Company DIAS SA

Source: Google Maps
 Illustration 4 : Location map Company DIAS SA Tourism
Source: Google Maps

Tax residence: Av. Pablo Casals 192, 13000 Trujillo.

Comment: Watching the plane Location Company Tourism Day SA in our opinion the location is strategic
due to the existence of public services around which favors be seen by the crowd of people, services are: TA
Cine Club , the favorite, Rosalinda Salon Spa Elektra, Grifo Primax, Kuntur Wasi. Diaz company. Taking the
last example above, the travel agency Kuntur Wasi. Company Diaz, is a company seen as competition, but
what is the point of view of the customer is good to compare the quality of services that both companies offer,
and that in turn makes the company Turismo Days SA try to incorporate ever new and better services, in
order to gain new customers and income. With this we can say that the company DIAS SA Touring Car is a
formal company with the regulated legal papers according to standards set by the Ministry of Transport and
Communications. Another point that limit is the existence of 3 ground terminals in Trujillo, where we can
locate the passenger business days in one: Terrapuerto Trujillo, located at Km 558 Panamericana Norte
highway Trujillo..

II. INFORMATION CENTER / Management Systems / Technology Directorate

2.1. Addressing current strategic

2.1.1. Mission
We are the area of the company responsible for planning, developing, implementing and maintaining
information technology services that contribute to the efficiency of key business processes.
Commentary:
We see that the mission has the IT area is correct, because it meets the explained structure. The mission
concisely answers the questions Who are we? Who satisfies? What is satisfied? and How satisfied?

2.1.2. Vision

2020, be a promoter area of innovative systems of high quality information, through the development and
support, using modern information technologies and communications, framed with strict standards in safety
and reliability.

Comment: We see the vision that the IT area is correct, because it meets the structure explained in the
lecture. The vision does consider the temporal dimension also defines the way he wants to be seen area.

2.1.3. IT Strategic Objectives

financial perspective

 Reduce risks associated with IT.

 Increase the budget set for IT
Customer perspective

 Provide a pleasant experience for both internal and external customer in the use of systems of the
organization.
 Having adaptability of IT services to new business requirements.
Perspective of internal processes

 Improve the reliability of information systems.

 Implement IT tools to help manage the company.
Perspective of learning and growth

 Continuous training IT staff tools.

2.1.4. Strategic IT map

Illustration 5. Strategic IT map

Comment: The strategic objectives of the IT area are geared to secure implementation of IT in the organization,
because it is going through a process of standardization and market expansion, IT tools need to be flexible and reliable
enough to support new initiatives that may arise.
2.1.5. IT organizational chart

Departamento de
Sistemas

Área de Desarrollo Área de Soporte

Illustration 6. IT organizational chart

Commentary:
We can see that the department of information technology has 2 sub-areas which are development and, both very
important for the company, support area since they allow to optimize business processes. Notably it not has a system
implemented in all areas of the company, is mainly in the most critical processes. If development is focused on new
technologies to implement the company, while the support area is responsible for solving any faults arising in any of
the enterprise systems.

2.1.6. Jobs alignment staff as SFIA

Alignment posts staff was based on the framework SFIA, which represents the vision of a set of business
skills, which must possess those working in the field of Information Technology and Communication (ICT).
Head of the Department of Systems

POSITION Head of the Department of Systems

ABILITIES SFIA

Category Subcategory Skill level State

Information management 7 full

Security of the information 7 full

Information
Strategy and Strategy
Information analysis 6 incomplete
Architecture

Coordination of information systems 7 full

Improved business processes 6 incomplete

 Business
planning and Enterprise Risk Management 6 incomplete
strategy

Management learning and development 6 incomplete

Management
change Business
skills
Education and training of subjects 6 full

Table 1. SFIA skills of the Head of the Department of Systems

Source: Own elaboration, 2019

Commentary:

In observing the picture, you can recognize the skill set possessed by the Head of the Department of Systems, which
are required to give a good approach to IT in the use of information technologies. The boss drives that support decision
making acquisitions or development of IT systems that support business processes for better automation of these.
It is extremely important that the manager, in this case the head of the Systems Department proposals have skills in
the picture, in order to perform well at their assigned functions.
TURISMOS the company DIAS SA in charge current has certain skills as it is information management, information
security, inter alia, that in some way support it in fulfilling its main functions. As a suggestion, we believe these skills
must be reinforced with the rest of incomplete or lacking skills shown in Table 1, so it will allow for development
programs to increase the skills of the staff all for the benefit of the company.

Chief Development In the area

POSITION Head of the Area Development

ABILITIES SFIA

Category Subcategory Skill level State

Strategy and Technical and strategic

Data management 5
Architecture planning full
Analysis of data 5 full
Application and
development of Software development System design 6 full
solutions
Design databases or stores 6 incomplete

Design service Availability Management 5 full

Service
Security Management 6 full
Management Service operation
Database Management 5 incomplete
Table 2. SFIA skills of the Head of Development area
Source: Own elaboration, 2019
Commentary:Within the skill with which has the Chief of the Development Area we are specified in Table 2, noting
that the position of the manager is linked to the development of the same system.
In the company TURISMOS DIAS SA the person currently in charge of the post, presents direction for resource
management by implying have dominion over certain more specific skills which are detailed in intensity as it is data
management, data analysis, design systems, including low intensity and database design, and database management,
thus defining the need to improve certain attitudes of the charge for a better job within the company.

Head of the Support Area

POSITION Head of the Support Area

ABILITIES SFIA
Category Subcategory Skill level State

Software development Network Design 6 full

Application and
development of solutions Software Configuration /
Installation and integration 6 full
Ports

Technical Support
Service Management Operations Service 5 full
Network
Acquisition 7 incomplete
Supplier relationship
Acquisition management 6 full
management
Technical support
management and Contract management 5 incomplete
procurement

Quality guarantee 6 full

Quality and conformity
Technology audit 6 incomplete
Table 3. SFIA skills of the Chief of the Support Area
Source: Own elaboration, 2019S
Commentary:
According to the skills possessed by the head of the support area, you can see that is responsible for communicating
directly with suppliers and make contracts that allow the acquisition of requirements.
In the company TURISMOS DIAS SA in charge of the support area has the main function to support the system, skills
raised in the table favor the work done in the organization, as in the case of managing supplier agreements.
HoweverWe suggest some SFIA skills they should consider strengthening serious procurement, contract management,
and technology audit.
III. OPERATIONAL PLAN COMPUTER

3.1. Mission IT

We are the area of the company responsible for planning, developing, implementing and maintaining
information technology services that contribute to the efficiency of key business processes.

Commentary:

We see that the mission has the IT area is correct, because it meets the explained structure. The mission
concisely answers the questions Who are we? Who satisfies? What is satisfied? and How satisfied?

3.2. Business Mission

"We are a company with over 20 years experience in the transport service of passengers and goods; trust
dedicated to providing our customers with buses and newest cars, worker safety and profitability to
shareholders. "

Source: TURISMOS DIAS SA

Commentary:

The mission of the company DIAS SA Passenger cars if it meets aspects of the satisfied What ?, Who ?,
How satisfied satisfies? and it is complemented by the look Why the company exists? Therefore, we believe
it is raised out their mission.

3.3. IT Vision

2020, be a promoter area of innovative systems of high quality information, through the development and
support, using modern information technologies and communications, framed with strict standards in safety
and reliability.

Comment: We see the vision that the IT area is correct, because it meets the structure explained in the
lecture. The vision does consider the temporal dimension also defines the way he wants to be seen area.

3.4. Business vision

In the year 2029, they are recognized as a leader in the national and international interprovincial, land
transportation concerning the quality of its services, committed to contributing to the growth of Peru.
Source: TURISMOS DIAS SA

Commentary:

The vision that the company Touring Car DIAS SA arises, if it meets the criteria to be recognized as a vision,
the first criterion to the naked eye is that it has a period of time with which they are designed to carry out the
realization of their objectives raised.

3.5. Current situation

3.5.1. Location and structural dependence

The area of Information Technology hierarchically depends on the Administrative Management

3.5.2. Human Resources

HUMAN RESOURCE QUANTITY

Head of Systems one

Developers one

Technical support two

practitioners 0

3.5.3. Information resources

SOFTWARE
Description characteristics
OS Windows 10, Windows Server 2012
office automation Office 2016
Logistics system (log of incoming and outgoing supplies)
Information systems System sales (sales register and generating sales and reports)
accounting system (accounting record audit information)

HARDWARE

Description characteristics

2 computers
Desktop Computers
Intel Core i3
 RAM 4Gb
512GB storage

1 laptop
brand Hp
laptops Intel Core i5
RAM 6Gb
Storage 256 Gb (SSD)

printers 1 EPSON ink printers continuous

servers 1 Server HP

SECURITY EQUIPMENTS

Description characteristics

Security cameras The area of the organization is monitored by a circuit cameras.

 3.5.4. Current issue

a. Strengths
- Personnel with knowledge of the full scope of the company.
- Short response time for the staff being told.
- Quality treatment to the client.
b. weaknesses
- technologically outdated (obsolete hardware and software).
- Server inappropriate environment.
- insufficient staff to meet all required tasks.
- It does not have an information security system.
- Poor degree of automation.
c. threats
- technological advance that generates offset equipment.
- High cost of licensed software.
- Environment of inadequate systems area.
- Unfair competition because of corruption.
- Wages below the market.
d. opportunities
- Increasing demand for the service.
- Trained personnel for the development of information systems.
- free training in the middle.

3.6. Alignment with institutional and sector strategic plan

3.6.1. sectoral objectives

And able to provide optimal service that allows meet the needs of the customer to obtain higher returns.

3.6.2. institutional objectives

 Increase the profitability of the company.

 Minimize the impact of unforeseen situations.
 Meet quality standards regulated by the competent authorities.
 Improving customer satisfaction.
 Standardize all business processes.
 Improve process effectiveness.
 Generate a suitable environment for innovation.
  Raise the level of competence of staff.

3.6.3. Specific objectives

 Reduce risks associated with IT.

 Increase the budget set for IT
 Provide a pleasant experience for both internal and external customer in the use of systems of the
organization.
 Having adaptability of IT services to new business requirements.
 Improve the reliability of information systems.
 Implement IT tools to help manage the company.
 Continuous training staff in IT tools

3.7. Strategies for achieving the goals of the POI

 Implement a risk management plan in the business, covering the entire enterprise.
 Perform continuous maintenance organization systems, and in some cases be necessary, a new system will
be developed.
 International standards to improve with reliability information systems.
 Implement a training plan for the user, where the use of systems detailing the organization.
 Strengthen the IT infrastructure.

3.8. Action plan for implementing COBIT control objectives

REFERENCE OBJECTIVES OF CONTROL

APO02 managed strategy
APO03 managed enterprise architecture
APO04 managed innovation
APO05 Managed portfolio
APO07 HR-managed
APO08 Managed relationships
APO09 Managed Service
APO10 managed providers
BAI02 Managed requirements definition

BAI03 Identification and construction of managed solutions

BAI04 Availability, and managed
BAI05 managed organizational changes
BAI06 IT changes managed
 REFERENCE OBJECTIVES OF CONTROL

BAI07 Management acceptance of IT change and transition

BAI08 Managed knowledge
BAI11 managed projects
DSS01 Managed operations

DSS02 Managed service requests and incidents

DSS03 Managed operations
DSS04 continuity managed

DSS06 Managed business process controls

MEA01 Performance Monitoring and Compliance Managed

Distribution objectives for years:

3.9. Programming Computer Activities and Projects

a) project 01

I. Designation of the Project Order one

Implementation of a Human Resources Management
Project description
Implementation of the system will enable HRM provide a nearby structure to ensure optimal acquisition,
evaluation, and development of human resources.

Type
DRAFT
COBIT process
APO07.-manage human resources
Guidance type
Users oriented (Internal Management)
Priority
one
II. General data
2.1. Executing unit
- DIAS SA TOURISM
2.2. Duration
Start date 09/01/2020 End Date 05/26/2020
2.3. Total cost
- S /.24300.00
III. Of the project
3.1. Project description
Develop a structured approach to ensure the optimal management of human resources system, giving a
breakdown for better understanding which will enable faster personnel responsible for acquisition, planning,
evaluation and development of human resources processes.
3.2. Objectives of the Project
Planning, evaluation, control and monitoring of registered recruitments and better allocation and distribution of
resources.
IV. Annual goal
- Low percentage of turnover (APO07.01)
V. Coverage Action
- National
VI. Institutions involved
- DIAS SA TOURISM
VII. Final products
- Resource Management System Implemented
VIII. Users of Final Products
- Company staff and personnel to manage the system
Project Charter: Implementation of a system for managing human resources

1. General information

Title of the project ID Project

Implementation of a Human Resources SGPI-01
Management.
Sponsoring organization Sponsor representative
DIAS SA TOURISM Javier Novoa
Prepared by Version
Team Management Systems 1.0

2. Project Stakeholder

Function Name Phone E-mail

Representative of the Javier Novoa - -
sponsor
Project manager Miguel Yoplac 948348175 myoplac97@gmail.com
Representative of the Javier Novoa - -
user
Analyst Caroline Ruiz 957172155 ruizvidaurrecaroline@gmail.com
Process analyst Pastor Pitter 925641210 pitterpastor@gmail.com
developer Hector 995859676 eduardo-2198@hotmail.com
Rodriguez
Tester Jean Aranda 931420902
Designer database Carlos Sucre 972621077 csucre.420@gmail.com

3. Executive Summary
The team of Systems Management, DIAS SA TOURISM offers implement a System Human Resources
Management in order to give greater ease and control staff recruited.

4. Objectives of the Project

4.1. Needs of the business / Problem

The development of this system shall meet the specified requirements of the area you will use.

4.2. goals
Concept goals Success criteria
Scope Meet the preparation of the above Approval of deliverables by
deliverables. the staff responsible for the
administration of the
system.
 Weather Conclude the project within the
period requested by the head of
the business area.
cost Meet the estimated budget.
Complete the project with a
preview day for delivery.
Not exceed the budget of
the project.

5. Project description

5.1. Project description

This project comes as a requirement TOURISM SA Management System to develop human resources, HR
area in order to improve control of personnel recruited and can give users easily notify query.

5.2. Scope and limits

scopes
Providing support to the area HR
Identify critical requests should be
treated with utmost importance.
limitations
The company It has certain restrictions
with information.
Lack of training for the proper
management of the Pernal recruited.

5.3. assumptions
The assumptions regarding the system, be derived directly from the interviews conducted with
stakeholders, however, the following points are initially assume:
- The team may have the necessary documents, provided by TOURISM DIAS SA, according to the
requirements of the project.
- The team will adjust the software development System Human Resources Management of the
legislation.
- The team will have the necessary facilities and equipment, according to the requirements of the project.
- For the development of the project it has a definite time, the budget is variable and can be adjusted
according to the criterion of the leader of the project, provided it is properly justified.

5.4. restrictions
- Visiting days will be fixed by agreement between the company DIAS SA TOURISM and the team.
- Progress in completing the development of the project will depend on the completion of joint staff
scheduled tasks between the development team and the company.
- The functionalities of the system will include those outlined in the document software requirements
specification. Any addition of specifications will be considered for a second version, unless the work
team see their incorporation will not delay the delivery time of the project.

5.5. liabilities

- The team to finish every stage of the construction of the software with the presentation of deliverables.
- Any information provided to the team by TOURISM DIAS SA, have a care in the not spreading this.

6. Requirement Project / Deliverables

 Deliverables to be given for the project are as follows:

Project phase Deliverable

Analysis Catalog of functional requirements
Catalog of non-functional requirements
Design Screen design (Mockups)
Use Case Specifications
Developing Submodule Human Resources Management
Start up User manual

7. Functional and nonfunctional requirements

7.1. Functional requirements
Code Functional requirements
RF001 Register, modify and delete personal.
RF002 Allow communication between staff.
RF003 Place restrictions on the software depending on each user.
RF004 Allow time limit set for each user access.
RR005 Allow users to give their opinion regarding improvements in the system.

7.2. Non-Functional Requirements

Requirement Type Code Description
RNF-001 Users have a username and password assigned by
the administrator of the system which will use so they
Security can enter the system.
RNF-002 Only members can access the module to which they
have access as a role established.
Applicable RNF-003 The software will be established with the regulations of
standards the company.
RNF-004 The software will be developed with the programming
language PHP
System RNF-005 The database engine is MySQL
Requirements RNF-006 The system must be easy to use, also need to have a
nice and simple interface user, but having the
necessary features for proper operation
Application RNF-007 The count system User Manual
requirements RNF-008 The count system Installation Manual

8. Schedule of Project Milestones

Significant milestone or Event Target date

1. Start Project January 9, 2020
2. Project management From 08 to the 14 January 2020
3. Conception From the 15 to the 28 February 2020
4. Elaboration From the 29 to the 11 March 2020
5. Building From March 12 to the April 26, 2020
6. Transition From April 27 on May 6, 2020
7. Monitoring and Control From 07 May at the May 20, 2020
 8. Closing the project May 26, 2020

9. Preliminary budget

9.1. Hardware costs

Description Cost (S /.) Quantity Subtotal (S /.)
Computer core i5 1800 two 3600
Total (S /.) 3600

9.2. Cost of Software

Description Cost (S /.) Quantity Subtotal (S /.)
HTML5 0 one 0
CCS3 0 one 0
bootstrap 0 one 0
JavaScript 0 one 0
JQuery 0 one 0
PHP V7.1.1 0 one 0
MySQL 0 one 0
Total (S /.) 0

9.3. Cost of furniture or appliances

Description Cost (S /.) Quantity Subtotal (S /.)
Desk chair 150 two 300
Total 300

9.4. Resource Cost

Description Cost (S /.) Quantity Time (months) Subtotal (S /.)
Project manager 1800 one 5 9000
developer 1500 one 5 7500
Analyst 1300 one two 2600
Tester 1300 one one 1300
Total 20,400.00

9.5. Total cost:

- Hardware costs: S / .3600
- Software costs: S / .0
- Furniture and Appliances costs: S / .300
- Resource costs: S / 20,400.00
- Total cost: S / 24300
Personal and Other Projects
9.6. Stakeholder authorizing the project

- Name: Javier Novoa

- Company: TURISMO DIAS SA
- Position: Systems Analyst
- Date: 09 January 2020

9.7. Resources

Resources Description
The project team 1. Project manager
2. developer
3. Analyst
4. Tester
5. Designer database
Software tools 1. Balsamiq Mockups 3
2. IBM Rational Software Architect 9.0
3. Text 3 sublime
4. xAMP

10. Project risks

MAIN THREATS OF THE PROJECT

Deliverables are not culminated in the corresponding date, causing delays in the delivery
of the material to users.
Lack of coordination of key meetings for routing software development.
You do not have environments suitable for the installation of equipment that will be
involved in the development of the structure.
Lack of support from the staff of the company to deliver information that will serve to
develop the software.

11. Project Organization

Position Name Roles and responsibilities
Project manager Miguel Torres Yoplac Who guarantees the quality of the project
and directed the project, with authority to
approve any management within the
project, controlling targets scope, cost,
time and quality of the same.
developer Hector Rodriguez Who builds software as a baseline
Lazaro considering the documentation prepared
by the analyst.
Analyst Caroline Ruiz Draws up a list of requirements to define
Vidaurre and validate the current operation of the
 business and design models
corresponding processes.
Process analyst Pastor Pitter Carried out the feasibility study of the
projects, it detected needs in the area of
responsibility.
Tester Jean Aranda Run and test the system, both in
functionality and security with the
development team and also with the end
user
Designer database Carlos Sucre It is responsible for designing defining the
database tables, indexes, views,
constraints, triggers, procedures or
storage parameters, and all that is
necessary to store, retrieve and delete
persistent objects.

12. Approval Signatures

Firman those responsible for the project with decision-making, both the company that will develop the project
and the applicant company.

Position Name / Company Date

Representative Javier Novoa 06/01/20
Project manager Miguel Torres Yoplac 06/01/20

b) activity 01

I. Name of activity Order one

Keep the recruitment and retention of business and IT in line with the general policies and
procedures for company personnel.
description of the activity
It seeks to have better control on recruitment, as well as retention of staff to strengthen the
company and that they have ties with it.
Type
EXERCISE
COBIT process
Manage Human Resources
Guidance type
Aimed at resolving internal problems in the area of Human Resources
Priority
one
II. General data
2.4. Executing unit
- DIAS SA TOURISM
2.5. Duration
Start date 05/27/2020
 2.6. Total cost
- S / .350.00
III. Of the activity
3.3. Description of the activity
The activity is mainly focused on addressing the most important incidents that cause
discomfort in personnel and after resolution document that reflects prepare and serve this
helps the company to facilitate the resolution of subsequent activities that are related.
3.4. Objectives Activity
Resolution of major issues regarding staff retention, increasing its capacity and improvement.
IV. Annual goal
- 5 reports
V. Coverage Action
- National
VI. Institutions involved
- DIAS SA TOURISM
VII. Final products
- Activity performed
VIII. Users of Final Products
- Personnel activity

c) project 02

IX. Designation of the Project Order one

Implementing a management system service requests and incidents
Project description
Implementation of the system management service requests and incidents can provide sound
to the user requests and resolution of all incidents response.

Type
DRAFT
COBIT process
Management of service requests and incidents
Guidance type
Users oriented (Internal Management)
Priority
one
X. General data
2.7. Executing unit
- DIAS SA TOURISM
2.8. Duration
Start date 01/07/2020 End Date 24/05/2020
2.9. Total cost
- S /.23850.00
XI. Of the project
3.5. Project description
 The system will provide tools for application and incident resolution that will restore normal
service, register and comply with requests from users, and to record, investigate, diagnose,
escalate and resolve incidents.
3.6. Objectives of the Project
Providing a friendly and structured tool for incident resolution in response to user
requests.
XII. Annual goal
- 100% Percentage of incidents resolved within the agreed SLA (DSS02.05)
- 100% Percentage of stakeholder satisfaction with the resolution and
recovery of the incident (DSS02.05)
XIII. Coverage Action
- International
XIV. Institutions involved
- DIAS SA TOURISM
XV. Final products
- Management system service requests and incidents
XVI. Users of Final Products
- Clients and staff responsible for administering the system

Project Charter: Implementation of a management system for managing service requests and incidents

1. General information
 Title of the project ID Project
Implementation of a management system SDSS02-01
service requests and incidents.
Sponsoring organization Sponsor representative
DIAS SA TOURISM Javier Novoa
Prepared by Version
Team Management Systems 1.0

2. Project Stakeholder

Function Name Phone E-mail

Representative of the Javier Novoa - -
sponsor
Project manager Miguel Yoplac 948348175 myoplac96@gmail.com
Representative of the Javier Novoa - -
user
Analyst Caroline Ruiz 957172155 ruizvidaurrecaroline@gmail.com
Process analyst Pastor Pitter 925641210 pitterpastor@gmail.com
developer Hector 995859676 eduardo-2198@hotmail.com
Rodriguez
Tester Jean Aranda 931420902
Designer database Carlos Sucre 972621077 csucre.420@gmail.com

3. Executive Summary
The team of Management Systems, Company DIAS SA TOURISMOffers implement a management system
service requests and incidents for ease users query or inconvenience notify the service also be monitoring the
actions carried out.

4. Objectives of the Project

a. Needs of the business / Problem
The development of this system shall meet the specified requirements of the area you will use.

b. goals

Concept goals Success criteria

Scope Comply with the development of
deliverables in the estimated time
Weather Conclude with the project in the
time limit requested by the
customer
cost Meet the budget estimate
Approval of deliverables by
the customer
Complete the project with a
preview day for delivery
Not exceed the budget of
the project

5. Project description
a. Project description
 The project emerges as a requirement of the company DIAS SA TOURISMTo develop a management
system service requests and incidents you can easily give users to notify queries and incidents that may be
of service and treat it in time for the continuation of its activities, this will be supervised by staff to solve the
inconvenience so we can have a better quality of care in service.

b. Scope and limits

scopes
Provide support area Request
Management and incidents.
Identify critical requests should be
treated with utmost importance.
Improve the use of interfaces for
better viewing of information.
limitations
The company is not willing to spend
too much.
Lack of training in the selection and
information technology resources
Some upper areas are reluctant to
change.

c. assumptions
The assumptions regarding the system, be derived directly from the interviews conducted with
stakeholders, however, the following points are initially assume:
- The team may have the necessary documents, provided by TOURISM DIAS SA, according to the
requirements of the project.
- The team will adjust the development of software applications and System Incidents service of the law.
- For the development of the project it has a defined time and defined with a range set by the user, on the
other hand, the budget is variable and can be adjusted according to the criterion of the leader of the
project, provided it is properly justified.
d. restrictions
- Visiting days will be fixed by agreement between the company DIAS SA TOURISM and the team.
- Progress in completing the development of the project will depend on the completion of joint staff
scheduled tasks between the development team and the company DIAS SA TOURISM
- The functionalities of the system will include those outlined in the document software requirements
specification. Any addition of specifications will be considered for a second version, unless the work
team see their incorporation will not delay the delivery time of the project

e. liabilities
- The team at present culminating each phase deliverables set forth herein.
- Any information provided to the team by TOURISM DIAS SA, will have a special treatment as these are
a fundamental part of the company.

6. Requirement Project / Deliverables

Deliverables to be given for the project are as follows
Project phase Deliverable
Analysis Catalog of functional requirements
Catalog of non-functional requirements
Design Screen design (Mockups)
Use Case Specifications
Developing Submodule Administration Management
Submodule Incident Management
Start up User manual
7. Functional and nonfunctional requirements
a. Functional requirements
Code Functional requirements
RF001 Allowing an incidence register with the required fields.
RF002 Allow assign a technician incidence.
RF003 Allow a supervisor allocating a technician.
RF004 Users enable communication and technicians.
RF005 Allow a technician the status of an incident.
RF006 Allow to set the time spent on an incidence
RR007 Allow users to give their opinion regarding attention to their impact.
b. Non-Functional Requirements
Requirement Type Code Description
RNF-001 Users have a username and password assigned by
the administrator of the system which will use so they
Security can enter the system.
RNF-002 Only members can access the module to which they
have access as a role established.
Applicable RNF-003 The software will be established with the regulations of
standards the company.
RNF-004 The software will be developed with the programming
language PHP 7.1.1
System RNF-005 The database engine is MySQL
Requirements RNF-006 The system must be easy to use, also need to have a
nice and simple interface user, but having the
necessary features for proper operation
Application RNF-007 The count system User Manual
requirements RNF-008 The count system Installation Manual

8. Schedule of Project Milestones

Significant milestone or Event Target date
1. Start Project January 7, 2020
2. Project management From 08 to the 14 January 2020
3. Conception From the 15 to the 28 February 2020
4. Elaboration From the 29 to the 11 March 2020
5. Building From March 12 to the April 26, 2020
6. Transition From April 27 on May 6, 2020
7. Closing the project May 24, 2020

9. Preliminary budget
a. Hardware costs
Description Cost (S /.) Quantity Subtotal (S /.)
Computers for development 1500 two 3000
Total (S /.) 3000

b. Cost of Software
Description Cost (S /.) Quantity Subtotal (S /.)
HTML5 0 one 0
CCS3 0 one 0
 bootstrap 0 one 0
laravel 0 one 0
JavaScript 0 one 0
JQuery 0 one 0
PHP V7.1.1 0 one 0
MySQL 0 one 0
Total (S /.) 0

c. Cost of furniture or appliances

Description Cost (S /.) Quantity Subtotal (S /.)
Desk chair 150 3 450
Total 450

d. Resource Cost
Description Cost (S /.) Quantity Time (months) Subtotal (S /.)
Project manager 1800 one 5 9000
Programmer 1500 one 5 7500
Analyst 1300 one two 2600
Tester 1300 one one 1300
Total 20400

e. Total cost:
- Hardware costs: S / .3000
- Software costs: S / .0
- Furniture and Appliances costs: S / .450
- Resource costs: S / 20400
- Total cost: S / 23850

10. Personal and Other Projects

a. Stakeholder authorizing the project
- Name: Manuel Zamora Anhuamán
- Company: TURISMO DIAS SA
- Position: Systems Analyst
- Date: January 04, 2019

b. Resources
Resources Description
The project team 6. Head of the Project
7. Programmer
8. Analyst
9. Tester
10. Designer database
Software tools 5. Balsamiq Mockups 3
6. IBM Rational Software Architect 9.0
7. Text 3 sublime
8. xAMP

11. Project risks

 Main Threats Project
Deliverables are not culminated in the corresponding date, causing delays in the delivery
of the material to users.
Lack of coordination of key meetings for routing software development.
You do not have availability of users assigned to carry out functional tests on the dates
indicated in the schedule of the project.
You do not have environments suitable for the installation of equipment that will be
involved in the development of the structure.
Lack of support from the staff of the company to deliver information that will serve to
develop the software.

12. Project Organization

Position Name Roles and responsibilities
Project manager Miguel Torres Yoplac It guarantees the quality of the project. In
addition, plans, manages and contrala
resources and tasks necessary to carry
out a project of high economic value
developer Hector Rodriguez Builds software as a baseline considering
Lazaro the documentation prepared by the
analyst
Analyst Caroline Ruiz Draws up a list of requirements and
Vidaurre designs the software to the specifications
of the customer.
Documented cases of use of the system
Process analyst Pastor Pitter Carried out the feasibility study of the
projects, it detected needs in the area of
responsibility.
Tester Jean Aranda Run and test the system, both in
functionality and security with the
development team well with the end user
Designer database Carlos Sucre It is responsible for designing defining the
database tables, indexes, views,
constraints, triggers, procedures or
storage parameters, and all that is
necessary to store, retrieve and delete
persistent objects.

13. Approval Signatures

Position Name / Company Date

Representative Javier Novoa 04/01/20
Head of the Project Miguel Torres Yoplac 04/01/20

d) activity 02
 IX. Name of activity Order one
Define classification schemes and models for incidents and service requests.
description of the activity
It seeks to determine the priority level of multiple incidents, before being assigned to corresponding support staff.
Also analyze and document to determine its location and possible corrections.
Type
EXERCISE
COBIT process
Manage requests and incidents of Service
Guidance type
Oriented documentation and resolving user problems
Priority
one
X. General data
2.10. Executing unit
- DIAS SA TOURISM
2.11. Duration
Start date 25/05/2020
2.12. Total cost
- S / .400.00
XI. Of the activity
3.7. Description of the activity
The activity is mainly focused on addressing the most important incidents that cause discomfort to our customers
and following its decision to develop a diagnosis that will help us to help facilitate the resolution of subsequent
activities that are related.
3.8. Objectives Activity
Resolution of the main requests and incidents of our users according to certain criteria in order to provide better
service.
XII. Annual goal
- 12 reports
XIII. Coverage Action
- National
XIV. Institutions involved
- DIAS SA TOURISM
XV. Final products
- Activity performed
XVI. Users of Final Products
- Personnel activity