Capstone – Project

Analysis of IT Helpdesk Categories and Process

A Collaboration Between

Engagement Synopsis

School City of Mishawaka utilizes an electronic ticket system to facilitate technology support district wide. The goals of this collaboration are to evaluate the categories currently implemented and suggest changes to categories, process, and develop a feedback survey for the ticket submitter.

School City of Mishawaka utilizes an electronic ticket system to facilitate technology support district wide. In the past twelve months 3,147 tickets have been submitted with 2,854 resolutions.  Users select their device from a list of several hundred models with each model containing 30-40 issues to choose from. Of the submitted tickets, 700 have an issue selected as “issue not listed.”

The challenge for this project will be to categorize the tickets submitted without an issue identified and recommend the addition or removal of categories, issues, or models.


Students will:

  • Gain experience in a technology ticketing system.

  • Analyze submitted tickets and identify any new issues

  • Propose new categories and eliminate unnecessary or underutilized issues.

Company Information

CompanySchool City of Mishawaka
StagePre-Revenue Startup
Hiring PotentialN/A

Company Overview

The School City of Mishawaka, IN is comprised of (7) elementary school, (1) middle school, and (1) high school serving ~ 5,500 student from Pre-K through 12th grade.

Industry Mentors

Company Admin

Matt Modlin

[email protected]

Course Info & Engagement Details

SchoolMasters in Business Administration (MBA)
Engagement Format -
CourseMBA APPLY Interterm (FALL 2020)
Students Enrolled120 Enrolled, 4-5 per group per project
Meeting Day & Time10/5 - 10/8/2020
Student Time Commitment1-3 Hours Per Week
Company Time Commitment3-5 Hours
Duration0.43 Weeks

Project Topics

Academic Mentors

There are currently no supervisors assigned.

Assigned Students

There are currently no students assigned.

Program Timeline

Touchpoints & Assignments Due Date Submission
Official Project Kickoff

Official Project Kickoff

We'll web conference company senior leadership into class to introduce the company, meet the students, and discuss the project goals.
September 22 Event na
Final Presentations Final Presentations
Students will present final insights to the company's senior leadership. Please upload the final deliverables.
December 21 Submission Required submission-required

Key Milestones & Project Process

Project Resources

There are no resources currently available