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jacobgraf/GhostBed IT Questionnaire.md

Created October 22, 2024 19:58
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GhostBed IT Questionnaire.md
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GhostBed IT Questionnaire.md

Overview

To ensure we have a comprehensive understanding of our current IT systems and processes, please provide detailed answers to the following questions. This information will help us identify areas for improvement and ensure the scalability and efficiency of our operations.

Section 1: Network Infrastructure and Connectivity

  1. Network Equipment and Configuration

    • Inventory of Network Devices: Please provide a list of all network devices at our corporate office in Plantation, including routers, switches, firewalls, and access points. Specify the make and model.
    • UniFi Controller Hosting: Where is the UniFi Controller hosted that manages our Ubiquiti/UniFi Wi-Fi network? Is it on-premises or cloud-based?
    • Network Topology Diagram: Can you supply a current network topology diagram showing how all devices are connected within our network?
    • Network Configuration Documentation: Do we have documented configurations for all network devices? If so, where are these stored?

  2. Internet Service Provider (ISP)

    • ISP Details: Who is our current Internet Service Provider at the corporate office? What are the bandwidth specifications and service level agreements?
    • Redundancy and Failover: Do we have redundant internet connections or failover mechanisms in place to ensure continuous connectivity?

  3. Network Performance and Issues

    • Current Network Challenges: What are the known issues causing slow internet speeds and dropped connections at the corporate office?
    • Monitoring Tools: What tools are we using to monitor network performance and uptime?
    • Recent Maintenance: Have there been any recent network upgrades or maintenance activities? Please provide details.

Section 2: IT Support and Ticketing System

  1. IT Helpdesk Platform

    • Current System: What system or platform do we use to manage internal IT support requests? Is it solely based on emails to [email protected], or do we have a dedicated ticketing system?
    • Ticket Management Process: Can you outline the process from ticket submission to resolution? How are tickets prioritized and tracked?

  2. Response and Resolution Metrics

    • Average Response Time: What is the average response time for IT support requests?
    • Average Resolution Time: What is the average time taken to resolve IT issues?

  3. User Feedback Mechanism

    • Feedback Collection: How do we collect feedback from employees about IT support satisfaction?
    • Recent Feedback: Have there been any common complaints or suggestions from staff regarding IT support?

Section 3: Enterprise Resource Planning (ERP) and Integrations

  1. NetSuite ERP

    • Modules Used: Which NetSuite modules are currently implemented (e.g., accounting, inventory management, CRM)?
    • Customization Documentation: Do we have documentation for any customizations or scripts added to NetSuite?
    • System Integrations: What systems are integrated with NetSuite, and how are they connected (APIs, middleware, custom scripts)?

  2. Shopify Plus Integration

    • Integration Method: How is Shopify Plus integrated with NetSuite? Please provide technical details on the integration solution.
    • Responsibility and Maintenance: Who is responsible for maintaining the Shopify Plus integration?
    • Process for API Updates: What is the process for staying up to date with Shopify API updates and deprecations? How do we ensure our integrations remain compatible with the latest changes?
    • Custom Code Management: Is the code for the integration version-controlled and documented?
    • Issues and Stability: Are there any known issues with the current integration? How frequently do problems occur, and what steps are taken to resolve them?

  3. Consideration of iPaaS Solutions

    • Evaluation of iPaaS: Have we evaluated integration platforms as a service (iPaaS) like Celigo? If so, what were the findings?
    • Cost-Benefit Analysis: Is there a cost-benefit analysis available comparing custom integration versus using an iPaaS solution?

Section 4: Software Development and Internal Applications

  1. Development Team Structure

    • Team Roles and Responsibilities: Please provide an overview of the software development team, including roles, responsibilities, and expertise of each team member (e.g., Lee Parker, Mihir Patel, Jean Montelus).
    • Communication Practices: How does the development team communicate internally and with other departments?

  2. NSWeb

    • Purpose and Features: What are the main functionalities of NSWeb? Which departments actively use it?
    • Technical Specifications: Please provide details on the technologies used (e.g., PHP version, frameworks).
    • Performance Issues: Are there known performance issues (e.g., slow search results)? What efforts are being made to address them?
    • Data Management: How is data handled within NSWeb? Is any data stored locally, or is it all API-driven?
    • Maintenance and Updates: Who is responsible for maintaining and updating the codebase for NSWeb?

  3. Development Practices

    • Code Management: Do we use version control systems (e.g., Git) for our codebase?
    • Development Workflow: What does our development and deployment process look like? Are there staging environments and code reviews?
    • Documentation: Is there technical documentation for the applications developed in-house?

Section 5: Warehousing, Logistics, and Retail Integrations

  1. Warehouse Integrations

    • Integration Methods: For each of our warehouse locations, please describe the integration methods used (e.g., EDI, custom scripts, ShipJunction, ShipStation).
    • Data Flow Diagrams: Can you provide detailed diagrams or documentation that outline the data flow between our systems and each warehouse?

  2. Retail Operations

    • Retail POS System:
      • Technology and Hosting: What technology is the Retail POS system built on, and where is it hosted?
      • Maintenance Practices: How is the Retail POS system maintained and updated?
    • Consideration of Alternatives: Have we evaluated using Shopify POS instead? What are the reasons for maintaining a custom system?

  3. Third-Party Services

    • Additional Services: Are there any third-party services integrated with our systems that have not been previously mentioned? Please provide details on these services and their integration methods.
    • Integration Challenges: Are there any issues or challenges with existing third-party service integrations?

Section 6: Communication Systems

  1. Telephony (RingCentral)

    • Current Setup: Please provide details on our current RingCentral setup, including the number of lines, features used, and associated costs.
    • Cost Analysis: Have we performed a cost analysis to compare RingCentral with alternative solutions?
    • Usage Statistics: What are the usage statistics for our telephony system? Are all features being utilized effectively?

  2. Email and Collaboration Tools

    • Microsoft 365 Usage: What services under Microsoft 365 are we currently using (e.g., Exchange Online, Teams, Office applications)?
    • Google Workspace Usage: What services under Google Workspace are we currently using?
    • Rationale for Dual Systems: What is the reason for maintaining both Microsoft 365 and Google Workspace subscriptions for all employees?
    • Consolidation Plans: Are there any plans to consolidate services to reduce redundancy and costs?

  3. Project Management Tools

    • Asana Usage: How is Asana being used within the company? Which teams are utilizing it, and for what purposes?
    • License Details: What are the costs associated with Asana? How many licenses are we currently paying for?
    • Alternatives Considered: Have we evaluated other project management tools as potential alternatives to Asana?

Section 7: Customer Support Systems

  1. Zendesk

    • Current Usage: How is Zendesk being utilized for customer-facing support? What features are we using?
    • License Details: What are the costs associated with Zendesk? How many licenses do we have?
    • Integration with Other Systems: How does Zendesk integrate with our other systems (e.g., NetSuite, Shopify)?
    • Alternatives Considered: Have we evaluated other customer support platforms as potential alternatives to Zendesk?

Section 8: IT Asset Management and Security

  1. Hardware Inventory Management

    • Asset Information Storage: Where is information about all company-issued devices stored, and how can it be accessed?
    • Asset Tracking Processes: What processes are in place to track and manage IT assets throughout their lifecycle?

  2. Endpoint Security

    • Security Solutions: What remote malware monitoring and security solutions are deployed on employee devices?
    • Compliance Requirements: How do these solutions meet the requirements of our insurance provider?

  3. Access Control Systems

    • Key Card Access:
      • Technology and Vendor: What technology or service runs the RFID key card access to the buildings at our corporate location?
      • Management and Maintenance: Who is responsible for managing and maintaining the key card access system?
      • Integration: Does the key card system integrate with any of our other security or IT systems?
      • Documentation: Do we have documentation and access credentials for the key card access system?

Section 9: Security, Compliance, and Risk Management

  1. Security Policies

    • Information Security Policy: Do we have an up-to-date information security policy? Please provide the latest version.
    • Access Controls: How are access permissions managed across systems and platforms?
    • Incident Response Plan: Do we have a documented incident response plan for security breaches?

  2. Compliance

    • Regulatory Compliance: What compliance frameworks or regulations are we adhering to (e.g., PCI DSS, etc)?
    • Audits and Assessments: When was the last security audit or risk assessment conducted? What were the findings and remediation actions?

Section 10: Budgeting and Cost Management

  1. IT Expenditures

    • Budget Overview: Please provide an overview of the current IT budget, including major expenditures.
    • Repair/Replace Plan: Is there a repair or replacement plan in place for IT equipment? Is it time-based or as-needed? Please provide details.
    • Cost-Saving Measures: What initiatives are in place to identify and eliminate unnecessary costs?
    • Vendor Management: How do we manage contracts and relationships with IT vendors and service providers?

  2. Software Licenses

    • License Inventory: Do we have an inventory of all software licenses currently in use?
    • Utilization Rates: Are we monitoring the utilization of licensed software to ensure we are not overpaying for unused services?

Section 11: Personnel and Team Structure

  1. Team Overview

    • Roles and Responsibilities: Please provide a detailed breakdown of the IT team members, their roles, and responsibilities.
    • Skills and Expertise: What are the key skills and areas of expertise for each team member?

  2. Training and Development

    • Professional Development: What training or professional development opportunities are provided to the IT team?
    • Performance Evaluation: How are team members evaluated, and how is feedback provided?

  3. Communication with Other Departments

    • Interdepartmental Collaboration: How does the IT department collaborate with other departments to understand their needs and provide support?
    • Communication Channels: What communication channels are used to keep stakeholders informed about IT initiatives and changes?

Section 12: Additional Information

  1. Unaddressed Areas

    • Other Responsibilities: Are there any other areas or systems under your management that have not been covered in the questions above?
    • Challenges and Opportunities: What do you see as the biggest challenges facing our IT infrastructure, and what opportunities exist for improvement?
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