Helpdesk System Design And Development In A University Based On Itil V3 Framework (Case Study: Al Azhar Indonesia University)  

Oleh:

Ripmiatin, Endang ; Fitriati, Arum

Jenis: Article from Proceeding
Dalam koleksi: Proceeding The 7th International Seminar on Industrial Engineering and Management (7th ISIEM) di Bali, March 11th – 13th, 2014, page DSS 68-72.
Topik: ITIL Framework; Helpdesk; incident management
Fulltext: Paper 70 Endang Ripmiatin UAI.pdf (333.68KB)

Isi artikel

Helpdesk is a service function provided by Pusat Komputer dan Sistem Informasi (PKSI) in Al Azhar Indonesia University (UAI) to handle incoming complaints on IT problems from employees. Without computerized system, the IT staff faces difficulties in managing incoming problems and management cannot monitor PKSI performance. In this study, we used ITIL V3 as a framework to establish good governance in incident management. We started with analyzing the current level of user satisfaction and Helpdesk system maturity. Then we analyzed the requirements and design for the system using Service Operation Module in ITIL V3 Framework. In developing the system, we used PHP programming language and MySQL as the database engine. When completed, the system is expected to improve PKSI performance in supporting the users

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