Agung Dwi Kurniyanto, . (2026) PROYEK PENGEMBANGAN SISTEM SERVICE REQUEST PADA UNIVERSITAS PEMBANGUNAN NASIONAL “VETERAN “ JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The management of Information Technology (IT) services in higher education institutions plays a crucial role in ensuring the continuity of academic and administrative activities. The Academic Support Unit for Information and Communication Technology (UPA TIK) at Universitas Pembangunan Nasional "Veteran" Jakarta (UPNVJ) still manages service requests and technical incidents manually through WhatsApp or direct interaction, without a single point of contact. This results in undocumented ticket logging, accumulated request backlogs, uncertain resolution times, and low transparency in service status tracking for end-users. Based on these problems, this research aims to design, develop, and test a centralized web-based digital service desk application called "OneServiceDesk" to automate the workflow of incident and service request management within UPNVJ. The system is planned to be developed using the Agile Scrum methodology with eight sprint phases, adopting the ITIL 4 framework as the main reference for IT service governance through the application of Service Level Agreement (SLA) metrics, and built with Next.js (frontend), NestJS (backend), and PostgreSQL (database). Data collection is conducted through literature review, direct observation, and interviews with UPA TIK staff. Testing results will be evaluated through two approaches: 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 prior to full implementation.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210512007] [Pembimbing 1: Bambang Saras Yulistiawan] [Pembimbing 2: Novi Trisman Hadi] [Penguji 1: Ati Zaidiah] [Penguji 2: Anita Muliawati] |
| Uncontrolled Keywords: | Agile Scrum, ITIL 4, 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: | AGUNG DWI KURNIYANTO |
| Date Deposited: | 28 Aug 2026 09:06 |
| Last Modified: | 28 Aug 2026 09:06 |
| URI: | http://repository.upnvj.ac.id/id/eprint/51704 |
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