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This case study talks about the upgrade of Customer Service Request (CSR) system, configured to operate based on Application Lifecycle Management (ALM) methodologies using Microsoft Visual Studio 2008 Team Foundation Server. Yonsei University Health System is a medical institution that began developing improvements to its existing u-Severance system that is an incorporated hospital system that brought various medical and business information into a single structure. This paper discusses CSR system that was configured using Microsoft Visual Studio 2008 Team Foundation Server. This system was configured to meet the needs of business user's increasing demand that resulted in the system's failure toward manual processes. Discussed in this paper is the new upgraded software that has increased the organization's productivity and user satisfaction. This case study talks about features, advantages, and benefits of using CSR system, based on Microsoft Visual Studio 2008 Team Foundation Server that was configured to operate on ALM processes. This new improved system can increase work convenience and intuitive CSR processes. It provides easy statistical analysis and improves the quality of service provided to clients. This system allows business users to view the status of their service requests and easily access statistical data that is required for analysis and calculation of budget and manpower investments. It also provides better coordination among staff and offers real time updates and easy tracking of CSR processing status.
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