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Overview

You are the performance engineering manager for the end-user support team of your organization. Your company has 100 employees divided into five upper-level managers, five middle managers, 50 engineers, 25 software developers, three administrative assistants, three sales and marketing personnel, two accountants, two human resource personnel, and your five-person (including you) end-user support team. Your team has to ensure that everyone has a laptop, as well as the associated applications with the appropriate capabilities for their job. In addition, a third (25) of the engineers and software developers also have a desktop computer loaded with their associated high-performance tools. Your team also has to ensure that the software is patched timely and efficiently, logging and monitoring are performed on all systems, and proper disposal of equipment is performed at the end of life. Most importantly, your team has to process ad hoc service requests, such as password resets, system updates, and application interoperability issues, all of which are handled as quickly as possible to keep the organization running smoothly and efficiently.

Requirements

Create a Performance Requirement Document in which you:

· Explain how you would formulate the performance requirements for your team using specific examples.

· Write five performance requirements using the following three steps:

· Identify the constraining factors.

· Identify the demand variables.

· Identify criteria for satisfactory performance.

· Identify at least three metrics (such as response time) describing the work performed by your team and provide a rationale for your selection of each one.

· Take two of the performance requirements you identified in the step above and format them using the suggested fields of a performance requirement below:

· Requirement number.

· Title.

· Statement of requirement.

· Supporting commentary.

· List of precedents, sources, and standards.

· Derivation of quantities.

· List of dependent requirements.

· List of assumptions and precedent performance requirements.

· Sources of measurement data.

· Name of a subject matter expert on this requirement.

· Indicator, if the requirement is independently modifiable or, if not, why not.

· Indicator, that the requirement is traceable.

· Indicator, that the requirement is unambiguous or, if not, why not.

· Indicator, that the requirement is correct or, if not, why not.

· Indicator, that the requirement is complete or, if not, why not.

· Indicator, that the requirement has passed or failed review, and why.

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Sample Answer

Introduction

This document defines the performance requirements for the end-user support team of [Company Name]. The team is responsible for ensuring that all employees have the necessary laptops and applications to do their jobs, as well as patching software, logging and monitoring systems, and disposing of equipment at the end of life. The team also handles ad hoc service requests, such as password resets, system updates, and application interoperability issues.

Performance Requirements

The following are the performance requirements for the end-user support team:

  • Requirement 1: The team must ensure that all employees have a laptop with the appropriate applications installed within 24 hours of their hire date.
    • Constraining factors: The number of employees, the types of applications required, and the availability of laptops.
    • Demand variables: The number of new hires, the number of laptops that need to be replaced, and the availability of applications.
    • Criteria for satisfactory performance: All employees must have a laptop with the appropriate applications installed within 24 hours of their hire date.
    • Metrics: The number of new laptops deployed, the number of applications installed, and the average time to deploy a new laptop.

Full Answer Section

  • Requirement 2: The team must patch all software within 72 hours of the release of a new patch.
    • Constraining factors: The number of software applications, the frequency of new patches, and the availability of resources.
    • Demand variables: The number of new patches released, the number of software applications that need to be patched, and the availability of resources.
    • Criteria for satisfactory performance: All software must be patched within 72 hours of the release of a new patch.
    • Metrics: The number of software patches applied, the average time to apply a patch, and the number of software applications that are not patched.
  • Requirement 3: The team must log and monitor all systems 24/7.
    • Constraining factors: The number of systems, the types of data that needs to be logged, and the availability of resources.
    • Demand variables: The number of events that occur, the types of data that needs to be logged, and the availability of resources.
    • Criteria for satisfactory performance: All systems must be logged and monitored 24/7.
    • Metrics: The number of events logged, the types of data logged, and the average time to respond to an event.
  • Requirement 4: The team must dispose of equipment at the end of life in accordance with all applicable regulations.
    • Constraining factors: The number of pieces of equipment, the types of equipment, and the availability of disposal facilities.
    • Demand variables: The number of pieces of equipment that reach the end of life, the types of equipment that need to be disposed of, and the availability of disposal facilities.
    • Criteria for satisfactory performance: All equipment must be disposed of at the end of life in accordance with all applicable regulations.
    • Metrics: The number of pieces of equipment disposed of, the types of equipment disposed of, and the cost of disposal.
  • Requirement 5: The team must process ad hoc service requests within 2 hours.
    • Constraining factors: The number of service requests, the types of service requests, and the availability of resources.
    • Demand variables: The number of new service requests, the types of service requests, and the availability of resources.
    • Criteria for satisfactory performance: All ad hoc service requests must be processed within 2 hours.
    • Metrics: The number of service requests processed, the average time to process a service request, and the number of service requests that are not processed within 2 hours.

Conclusion

These are the performance requirements for the end-user support team. These requirements are necessary to ensure that the team is able to meet the needs of the organization and provide a high level of service to all employees.

Two Performance Requirements in Requirement Format

Requirement 1

  • Requirement number: 1
  • Title: Laptop deployment
  • Statement of requirement: The team must ensure that all employees have a laptop with the appropriate applications installed within 24 hours of their hire date.
  • Supporting commentary: This requirement is necessary to ensure that all employees have the tools they need to do their jobs. It is also important to ensure that the laptops are configured with the appropriate applications so that employees can be productive as soon as possible.
  • List of precedents, sources, and standards: The precedents for this requirement are the company’s IT policies and procedures. The sources for this requirement are

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