Development of Web Application based on ITIL – Incident Management Framework In Computer Laboratory

摘要

While Information Technology becomes the interesting topic in education, Computer Laboratory as a learning center becomes an important supporting facilities in Higher Education. Whereas, current awareness level of service quality for higher education management is quite lower than the enterprise management. In the daily operation of IT Service Management (ITSM) in Computer laboratory, service activities in computer laboratory mostly uncontrolled and not standardized. By maximizing the service standard level in computer laboratory, university could maintain customer satisfaction subsequently. This research will focus in creating an IT Service Model, Service Standard Process, and the web application by referring to ITIL-Incident Management Framework as a best practice of ITSM framework. The design process use UML diagram as the tools in drawing the process flow of system.