Project Background: Cyclone IT is an Australian based IT Managed
Services provider. They provide a range of IT infrastructure management
to companies that do not have internal IT staff. The managed services
could be for on premise equipment and services or SAAS (Software as a
service) application. Cyclone IT work in various industries and the most
common are not for profit, aged care and sporting organization. The
demand for their Managed services has recently been sky rocketed and
they have started servicing midmarket (50 to 250) seat organizations. This
has meant a need for more automated Customer Relationship Management
(CRM) and Monitoring and Management System (MMS) system to be
implemented. In order to meet the demands Cyclone IT has decided to
implement Connectwise as the CRM system and Labtech as the MMS
Project Objective – Cyclone IT appointed your team to outline the business processes
and technological requirements to implement the CRM and MMS applications.

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