Rancang Bangun Aplikasi Ticketing Service Desk Teknologi Informasi Berbasis Website

  • Ruswan Hidayat Universitas Esa Unggul
  • Nizirwan Anwar Universitas Esa Unggul
Keywords: Service Desk, Design and Build, Service Level Agreement, Single Point of Contact, Ticketing, IT Service

Abstract

Service Desk is a single point of contact (SPOC) between IT (Information Technology) service
users and IT service providers. Service Desks are the main entry point for users to get information
technology-related assistance. They act as intermediaries between users and other IT teams,
ensuring that problems are resolved efficiently and effectively. This research aims to design and
build a ticketing application for the service desk unit, by applying service level agreement to the
application. The application built is expected to be a means of supporting activities at the service
desk as well as being able to provide certainty for service users regarding the time required until
the problem report is followed up.

Published
2024-10-28