Rancang Bangun Aplikasi Ticketing Service Desk Teknologi Informasi Berbasis Website

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.