Task $4$: Process Oriented IS Methodology $-15$ Marks

The Player Support Specialist is responsible for managing player tickets. Players submit support tickets with details of their issue and then there is a triage, where tickets are categorised automatically using built$-$in criteria rules. The Player Support Specialist then takes ownership of a ticket and investigates the problem.

At this point, she may need to contact the Development team for troubleshooting. If it is a query where additional help is not needed, she can simply provide a solution$/$guidance to the player via email. If communication between the Player Support Specialist and the Development Team is required, she will contact them by phone$/$email before emailing the Player with a solution.

She will also update the Player Support database with details of new issues and resolutions. Also, follow up with the player may be required. Once the issue is resolved, the ticket status is updated and closed.

A process$-$oriented methodology can help to provide a structured approach to understanding the processes within the Infinity Games System. POEM is a process$-$oriented tool that focuses on modelling and analysing business processes within an organisation.

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Information Systems Analysis $$ NCC Education Limited $2024$

Design a Business Process Model to show the sequence of business activities and information flows needed in the Player inquiry ticket process discussed above.

Evaluate the use of a Process$-$Oriented IS Methodology against the use of a People$-$Oriented IS Methodology for use with Infinity Games.