Ahmad Maulana Yassin, . (2026) PROYEK PENGEMBANGAN SISTEM SERVICE REQUEST PADA UNIVERSITAS PEMBANGUNAN NASIONAL “VETERAN“ JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Information Technology (IT) service management in higher education plays a crucial role in supporting the continuity of academic and administrative activities. However, the UPA ICT of the Veteran National Development University Jakarta (UPNVJ) still manages service requests and technical incidents manually via WhatsApp or face-to-face interaction. This situation results in the absence of structured ticket recording, a backlog of requests, uncertainty in resolution times, and low transparency of service status. This study aims to design, build, and test a centralized, web-based digital service desk system called “OneServiceDesk” to automate the management of incidents and service requests in the UPNVJ environment. The system was developed using the Agile Scrum methodology through eight sprint stages, while the ITIL 4 framework was used as a reference for IT service governance, particularly in the implementation of Service Level Agreement (SLA) metrics. The system was developed using Next.js as the frontend, NestJS as the backend, and PostgreSQL as the database. Data collection was conducted through literature studies, observations, and interviews with UPA ICT UPNVJ staff. System testing is conducted empirically through black box-based User Acceptance Testing (UAT) with end users and white box testing using unit tests on the Jest framework to ensure system reliability and accountability.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210512043] [Pembimbing 1: Bambang Saras Yulistiawan] [Pembimbing 2: Novi Trisman Hadi] [Penguji 1: Ati Zaidiah] [Penguji 2: Anita Muliawati] |
| Uncontrolled Keywords: | Agile Scrum, ITIL 4, OneServiceDesk, NestJS, Next.js, Service Desk |
| Subjects: | Q Science > QA Mathematics > QA75 Electronic computers. Computer science Q Science > QA Mathematics > QA76 Computer software |
| Divisions: | Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1) |
| Depositing User: | AHMAD MAULANA YASSIN |
| Date Deposited: | 29 Aug 2026 12:48 |
| Last Modified: | 29 Aug 2026 12:48 |
| URI: | http://repository.upnvj.ac.id/id/eprint/51273 |
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