This document describes the design and development of a helpdesk system for Al Azhar Indonesia University based on the ITIL v3 framework. The current helpdesk process is analyzed using questionnaires to assess user satisfaction and maturity levels. Based on the analysis, a new system is proposed with features to manage the incident lifecycle based on ITIL best practices. The system is designed using use case diagrams and developed using PHP and MySQL. The goals of the new system are to improve incident management and helpdesk performance through automated tracking of issues and knowledge sharing.
IRJET- Automated Problem Resolution using KEDBIRJET Journal
The document proposes an automated system to improve problem resolution times in IT service management. The system would integrate a Known Error Database (KEDB) containing known issues and resolutions with a Configuration Management System (CMS) storing system configurations. When an incident occurs, the system would check the KEDB to see if it matches a known error and automatically implement the resolution without human intervention. This is aimed to reduce resolution times and costs compared to the current manual process. The KEDB would be built by support analysts and contain detailed records of prior incidents and problems.
AP2K: An Autonomous Suggestive Solution for Service IndustriesIRJET Journal
This paper proposes AP2K, an autonomous system to help solve computer hardware and software problems for organizations and individuals. The system is designed as a website that allows users to register problems, provide images/videos, and chat with specialists. Registered problems are assigned to IT employees at Trideo System to solve. If products are needed, the company can provide them. The IT admin manages employee performance and problem assignments. The system aims to efficiently solve computer issues and reduce time wasted compared to traditional methods.
The document provides an overview of an employee project management information system (EPIP). Key points:
1) EPIP allows administrators to manage employee details, assign unique IDs, and handle employee registration and projects.
2) The system is designed to make tedious manual tasks easier and more efficient for both upper and lower management.
3) The system has modules for user login/roles, project management, module management, task management, and daily reporting.
4) Administrators can add/manage projects, employees, and records. Employees can view their profiles, details, request leave, and mark attendance.
5) A feasibility study was conducted and the system was deemed technically, economically, and behavior
A SOFTWARE REQUIREMENT ENGINEERING TECHNIQUE USING OOADA-RE AND CSC FOR IOT B...ijseajournal
This Internet of things is one of the most trending technology with wide range of applications. Here we are going to focus on Medical and Healthcare applications of IOT. Generally such IOT applications are very complex comprising of many different modules. Thus a lot of care has to be taken during the requirement engineering of IOT applications. Requirement Engineering is a process of structuring all the requirements of the users. This is the base phase of software development which greatly affects the rest of the phases. Thus our best should be given in the engineering of requirements because if the effort goes down here, it will greatly affect the quality of the end product. In this study we have presented an approach to improve the requirements engineering phase of IOT applications development by using Object Oriented Analysis and Design Approach(OOADA) along with Constraints Story Card(CSC) templates.
Service Level Management uses incident data from the Service Desk to determine whether agreed upon service levels have been achieved by analyzing the number and nature of incidents over a period of time. The document provides a sample of 200 ITIL exam questions covering various ITIL processes and concepts such as Service Desk activities, Service Level Agreements, Configuration Management Database, Change Management, Problem Management, and more. Each question is followed by the correct answer and an explanation.
Kaseya: Managing Remote IT Systems from Your Office: 5 Tips for Education IT Directors
Jared Henry, IT Director
Wills Point Independent School District
Gary Frenkel, IT Support Specialist
The Wharton School - Graduate Division
IRJET- Logistics Network Superintendence Based on Knowledge EngineeringIRJET Journal
This document describes a proposed web-based system for automatically predicting demand using machine learning. The system would collect input data from companies, preprocess the data, train machine learning models on historical data, and use the models to predict future demand values. The predictions would be presented to users in tables, graphs and charts for easy interpretation. The system aims to more accurately and efficiently predict demand compared to traditional manual methods, in order to help companies with planning and goal-setting.
An Expert System in artificial intelligence is a computer application to solve complex problems in a particular domain and make a right decision in order to implement corrections. Arjumand Ali "Expert Systems and Decision–Making" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-3 , April 2021, URL: https://www.ijtsrd.com/papers/ijtsrd38678.pdf Paper URL: https://www.ijtsrd.com/engineering/computer-engineering/38678/expert-systems-and-decision–making/arjumand-ali
IRJET- Automated Problem Resolution using KEDBIRJET Journal
The document proposes an automated system to improve problem resolution times in IT service management. The system would integrate a Known Error Database (KEDB) containing known issues and resolutions with a Configuration Management System (CMS) storing system configurations. When an incident occurs, the system would check the KEDB to see if it matches a known error and automatically implement the resolution without human intervention. This is aimed to reduce resolution times and costs compared to the current manual process. The KEDB would be built by support analysts and contain detailed records of prior incidents and problems.
AP2K: An Autonomous Suggestive Solution for Service IndustriesIRJET Journal
This paper proposes AP2K, an autonomous system to help solve computer hardware and software problems for organizations and individuals. The system is designed as a website that allows users to register problems, provide images/videos, and chat with specialists. Registered problems are assigned to IT employees at Trideo System to solve. If products are needed, the company can provide them. The IT admin manages employee performance and problem assignments. The system aims to efficiently solve computer issues and reduce time wasted compared to traditional methods.
The document provides an overview of an employee project management information system (EPIP). Key points:
1) EPIP allows administrators to manage employee details, assign unique IDs, and handle employee registration and projects.
2) The system is designed to make tedious manual tasks easier and more efficient for both upper and lower management.
3) The system has modules for user login/roles, project management, module management, task management, and daily reporting.
4) Administrators can add/manage projects, employees, and records. Employees can view their profiles, details, request leave, and mark attendance.
5) A feasibility study was conducted and the system was deemed technically, economically, and behavior
A SOFTWARE REQUIREMENT ENGINEERING TECHNIQUE USING OOADA-RE AND CSC FOR IOT B...ijseajournal
This Internet of things is one of the most trending technology with wide range of applications. Here we are going to focus on Medical and Healthcare applications of IOT. Generally such IOT applications are very complex comprising of many different modules. Thus a lot of care has to be taken during the requirement engineering of IOT applications. Requirement Engineering is a process of structuring all the requirements of the users. This is the base phase of software development which greatly affects the rest of the phases. Thus our best should be given in the engineering of requirements because if the effort goes down here, it will greatly affect the quality of the end product. In this study we have presented an approach to improve the requirements engineering phase of IOT applications development by using Object Oriented Analysis and Design Approach(OOADA) along with Constraints Story Card(CSC) templates.
Service Level Management uses incident data from the Service Desk to determine whether agreed upon service levels have been achieved by analyzing the number and nature of incidents over a period of time. The document provides a sample of 200 ITIL exam questions covering various ITIL processes and concepts such as Service Desk activities, Service Level Agreements, Configuration Management Database, Change Management, Problem Management, and more. Each question is followed by the correct answer and an explanation.
Kaseya: Managing Remote IT Systems from Your Office: 5 Tips for Education IT Directors
Jared Henry, IT Director
Wills Point Independent School District
Gary Frenkel, IT Support Specialist
The Wharton School - Graduate Division
IRJET- Logistics Network Superintendence Based on Knowledge EngineeringIRJET Journal
This document describes a proposed web-based system for automatically predicting demand using machine learning. The system would collect input data from companies, preprocess the data, train machine learning models on historical data, and use the models to predict future demand values. The predictions would be presented to users in tables, graphs and charts for easy interpretation. The system aims to more accurately and efficiently predict demand compared to traditional manual methods, in order to help companies with planning and goal-setting.
An Expert System in artificial intelligence is a computer application to solve complex problems in a particular domain and make a right decision in order to implement corrections. Arjumand Ali "Expert Systems and Decision–Making" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-3 , April 2021, URL: https://www.ijtsrd.com/papers/ijtsrd38678.pdf Paper URL: https://www.ijtsrd.com/engineering/computer-engineering/38678/expert-systems-and-decision–making/arjumand-ali
This document summarizes a failed IT project undertaken by Sydney Water Corporation to implement a new customer relationship management and billing system. The project was initially estimated to cost $38 million but ended up being abandoned after $153 million was spent. Key issues with the project included underestimating its complexity, inadequate planning and specifications, lack of accountability and transparency, and poor communication between the project team and customer service division. The failed project demonstrated the importance of accountability, transparency, properly understanding contractual obligations, and effective risk management in large IT implementations.
Validation of early testing method for e government projects by requirement ...Conference Papers
The document describes a validation study of an Early Requirement Testing Method (ERTM) for e-government projects. Test engineers used the ERTM, which involves reviewing requirements documents and providing feedback, on six e-government projects. The number of defects found before and after applying the ERTM and providing interventions was compared using a statistical test. The results showed that overall, there was a statistically significant reduction in the number of defects found after applying the ERTM, suggesting it is useful for improving requirements documentation. However, one project saw an increase in defects due to additional requirements added later in the project.
This document outlines the scope and objectives of an online patient treatment system project. It discusses conducting a feasibility study that covers financial, technical, resource, time, economic, behavioral, operational, and risk considerations. It also outlines the deliverables, which will include use case, ER, sequence, class, state machine, object, and activity diagrams, as well as testing. The system aims to provide online treatment and medical records, timely patient care, a doctor directory, and automated processes to help patients in remote areas access healthcare.
IRJET- Employee Task Management System with High AuthenticationIRJET Journal
This document proposes an employee task management system with improved authentication security. The system allows administrators to assign tasks to employees, track attendance to calculate salaries and generate pay slips. It uses an implicit password authentication system where random security questions are generated during login. If the username, password and questions are correctly answered, an OTP is sent to the employee's email for verification. This provides higher security than existing systems. The system aims to accurately manage employee records and tasks while maintaining confidentiality of information.
This document describes a college project titled "College Complaints & Requisition Automation" completed by student Komal Maheshwari. It provides details of the student, guide, department and college. It outlines the objectives of creating a website to manage complaints and requests from students and faculty within the college in an automated manner. The document discusses the current manual system and need for a new automated system. It covers feasibility analysis, system design including UML diagrams, database design, testing and references. The incremental process model was used for the project with the aim of delivering core functionality in initial increments and additional features over time.
DEPENDABLE PRIVACY REQUIREMENTS BY AGILE MODELED LAYERED SECURITY ARCHITECTUR...cscpconf
Software Engineering covers the definition of processes, techniques and models suitable for its
environment to guarantee quality of results. An important design artifact in any software
development project is the Software Architecture. Software Architecture’s important part is the
set of architectural design rules. A primary goal of the architecture is to capture the
architecture design decisions. An important part of these design decisions consists of
architectural design rules In an MDA (Model-Driven Architecture) context, the design of the
system architecture is captured in the models of the system. MDA is known to be layered
approach for modeling the architectural design rules and uses design patterns to improve the
quality of software system. And to include the security to the software system, security patterns
are introduced that offer security at the architectural level. More over, agile software
development methods are used to build secure systems. There are different methods defined in
agile development as extreme programming (XP), scrum, feature driven development (FDD),
test driven development (TDD), etc. Agile processing is includes the phases as agile analysis,
agile design and agile testing. These phases are defined in layers of MDA to provide security at
the modeling level which ensures that security at the system architecture stage will improve the
requirements for that system. Agile modeled Layered Security Architectures increase the
dependability of the architecture in terms of privacy requirements. We validate this with a case
study of dependability of privacy of Web Services Security Architectures, which helps for secure
service oriented security architecture. In this paper the major part is given to model
architectural design rules using MDA so that architects and developers are responsible to
automatic enforcement on the detailed design and easy to understand and use by both of them.
This MDA approach is implemented in use of Agile strategy in three different phases covering
three different layers to provide security to the system. With this procedure a premise
conclusion has been given that with the system security the requirements for that system are
improved. This paper summarizes that security is essential for every system at initial stage and
upon introduction of security at middle stage must lead to the change in the system i.e., an
improvement to system requirements.
The adoption of cloud environment for various application uses has led to security and privacy concern of user’s data. To protect user data and privacy on such platform is an area of concern.
Many cryptography strategy has been presented to provide secure sharing of resource on cloud platform. These methods tries to achieve a secure authentication strategy to realize feature such as self-blindable access tickets, group signatures, anonymous access tickets, minimal disclosure of tickets and revocation but each one varies in realization of these features. Each feature requires different cryptography mechanism for realization. Due to this it induces computation complexity which affects the deployment of these models in practical application. Most of these techniques are designed for a particular application environment and adopt public key cryptography which incurs high cost due to computation complexity.
To address these issues this work present an secure and efficient privacy preserving of mining data on public cloud platform by adopting party and key based authentication strategy. The proposed SCPPDM (Secure Cloud Privacy Preserving Data Mining) is deployed on Microsoft azure cloud platform. Experiment is conducted to evaluate computation complexity. The outcome shows the proposed model achieves significant performance interm of computation overhead and cost.
IRJET- Customized CRM Mobile Application for Retail IndustryIRJET Journal
This document describes a customized CRM mobile application for the retail industry. It discusses developing an Android application to allow users to post complaints about consumer products and services. The application would allow users to register, login, and post complaints with images, videos or documents as proof. The complaints would be sent to the consumer department to update the status. The application includes features like chatbots, document sharing, status checking, SMS sending and call recording. It discusses the architecture and modules of the application, including user and admin modules. The goal is to provide a more sophisticated platform for complaints than existing web-based systems and reduce communication costs.
The document provides an overview of IBD Asset Management system which aims to develop an application for maintaining records of tools used for technical calibrations.
It discusses the existing manual system which faces issues like difficulty in asset information capture and maintenance. The proposed computerized system aims to overcome these limitations through efficient asset tracking, enhanced security and easy usability.
The feasibility study finds the proposed system operationally viable as users can easily operate it with training. It is also technically and economically feasible as the required hardware, software and resources are already available within the organization.
A SECURITY EVALUATION FRAMEWORK FOR U.K. E-GOVERNMENT SERVICES AGILE SOFTWARE...IJNSA Journal
The document discusses software development methodologies used by the UK government, specifically comparing the traditional Waterfall methodology to the more modern Agile Scrum methodology. It notes that while Agile has been adopted for development, the accreditation process still follows Waterfall, creating delays. The document then proposes a security framework based on OWASP's Application Security Verification Standard that could allow secure development within Agile sprints and provide assurance for accreditors.
ManageEngine Desktop management - Strathallan school case studyManageEngine
Strathallan School, a leading boarding school in Scotland, was facing challenges managing software updates and patches for their 350 systems. They needed a solution that allowed centralized management without disrupting students and teachers. After implementing Desktop Central, the IT team could seamlessly update all systems from one location. Desktop Central provided patch management, software deployment, and remote shutdown capabilities within their budget. The school now has their security and management issues under control.
The document discusses key questions and considerations around IT governance. It covers topics such as computer systems, processes and users, service providers, computing procedures, productivity, computing and communications system planning, internal audits, and maintaining a secure environment. The document provides questions to assess each area and determine if improvements are needed. It also advertises that paid documents covering IT governance procedures are available from the legal consultants.
Importance of software quality assurance to prevent and reduce software failu...Seval Çapraz
Importance of software quality assurance to prevent and reduce software failures:
Document Management System In Defence Industry Case Study by Seval Çapraz
The document describes a proposed e-healthcare system that would automate a hospital's manual patient, doctor, and receptionist record-keeping system. It notes limitations of current manual systems like incomplete or inconsistent data. The proposed system would use computer equipment and software to securely store healthcare information for easy access and management. This would help staff focus on other tasks than record-keeping and help the hospital better manage resources. The system architecture includes modules for administration, doctors, and receptionists to manage user accounts and patient records.
ANALYSIS ON IDENTITY MANAGEMENT SYSTEMS WITH EXTENDED STATE-OF-THE-ART IDM TA...ijasuc
Every person has his/her own identity. It’s important to manage a digital identity in a computer network,
with high priority. In spite of different applications we use in organization, resources need to be managed
and allotted to the appropriate user with proper access rights. Identity management or IdM refers to how
humans are identified, authorized and managed across computer networks. It covers issues such as how
users are given an identity, the protection of that identity and the technologies supporting that protection.
This paper attempts to provide an analysis to various identity management systems based on the state-ofthe-art identity taxonomy factors.
A computer is an electronic device, operating under the control of instructions (software) stored in its own memory unit, that can accept data (input), manipulate data (process), and produce information (output) from the processing. Generally, the term is used to describe a collection of devices that function together as a system.
Income faced problems with its old paper-based and mainframe-based systems, including frequent breakdowns that caused downtime. The new digital system addressed these issues by replacing paper processes with a paperless platform where documents are scanned and stored securely. It also implemented a high-availability platform across multiple servers to prevent downtime from failures. The new system provided real-time access to information and faster development of new products.
CARE –AN ARCHITECTURAL APPROACH FOR A MULTIMEDIA ASSISTANCE SYSTEM FOR SINGLE...IJITCA Journal
In contrast to the increasing degree of automation in the production industry, commissioning and maintenance activities will essentially be limited to manual activities. Production involves repetitive actions that are manageable and clearly defined as a process. Unlike this, commissioning and maintenance have to deal with uncontrollable, undefined, and non - standardized processes. The paper provides a
framework for a multimedia assistance system for singletons. It was found that the paradigm has to consist of five key components to provide tailored assistance to customers. These key components are Expertise, Infrastructure, Application & Platforms, Security & Privacy and Business Process & Business Model. The resulting stack and the overlaying business model are called "CaRE – Custom Assistance for Remote Employees". With possible Architectural Smells and Anti-Pattern in mind, a Microservice Architecture shall be presented which forms the backend-system of CaRE.
The document describes a case study conducted to create an ITIL-based software incident categorization model for an energy company's IT organization. Researchers created a model with 7 main categories and 26 subcategories to help the organization effectively categorize incidents and identify weaknesses in its software development processes. The model was validated and lessons were learned about how incident categorization can support continual service improvement through measurement, reporting, and process improvements.
The document provides an overview of a student information management system. It discusses how the system will maintain student records online and make it easier for schools and colleges to manage student data and activities. The system will store all student details and allow for easy searching of student records. It will also enable online registration and updating of student profiles. The document outlines the objectives, scope, requirements analysis, and design of the student information management system.
This document summarizes a failed IT project undertaken by Sydney Water Corporation to implement a new customer relationship management and billing system. The project was initially estimated to cost $38 million but ended up being abandoned after $153 million was spent. Key issues with the project included underestimating its complexity, inadequate planning and specifications, lack of accountability and transparency, and poor communication between the project team and customer service division. The failed project demonstrated the importance of accountability, transparency, properly understanding contractual obligations, and effective risk management in large IT implementations.
Validation of early testing method for e government projects by requirement ...Conference Papers
The document describes a validation study of an Early Requirement Testing Method (ERTM) for e-government projects. Test engineers used the ERTM, which involves reviewing requirements documents and providing feedback, on six e-government projects. The number of defects found before and after applying the ERTM and providing interventions was compared using a statistical test. The results showed that overall, there was a statistically significant reduction in the number of defects found after applying the ERTM, suggesting it is useful for improving requirements documentation. However, one project saw an increase in defects due to additional requirements added later in the project.
This document outlines the scope and objectives of an online patient treatment system project. It discusses conducting a feasibility study that covers financial, technical, resource, time, economic, behavioral, operational, and risk considerations. It also outlines the deliverables, which will include use case, ER, sequence, class, state machine, object, and activity diagrams, as well as testing. The system aims to provide online treatment and medical records, timely patient care, a doctor directory, and automated processes to help patients in remote areas access healthcare.
IRJET- Employee Task Management System with High AuthenticationIRJET Journal
This document proposes an employee task management system with improved authentication security. The system allows administrators to assign tasks to employees, track attendance to calculate salaries and generate pay slips. It uses an implicit password authentication system where random security questions are generated during login. If the username, password and questions are correctly answered, an OTP is sent to the employee's email for verification. This provides higher security than existing systems. The system aims to accurately manage employee records and tasks while maintaining confidentiality of information.
This document describes a college project titled "College Complaints & Requisition Automation" completed by student Komal Maheshwari. It provides details of the student, guide, department and college. It outlines the objectives of creating a website to manage complaints and requests from students and faculty within the college in an automated manner. The document discusses the current manual system and need for a new automated system. It covers feasibility analysis, system design including UML diagrams, database design, testing and references. The incremental process model was used for the project with the aim of delivering core functionality in initial increments and additional features over time.
DEPENDABLE PRIVACY REQUIREMENTS BY AGILE MODELED LAYERED SECURITY ARCHITECTUR...cscpconf
Software Engineering covers the definition of processes, techniques and models suitable for its
environment to guarantee quality of results. An important design artifact in any software
development project is the Software Architecture. Software Architecture’s important part is the
set of architectural design rules. A primary goal of the architecture is to capture the
architecture design decisions. An important part of these design decisions consists of
architectural design rules In an MDA (Model-Driven Architecture) context, the design of the
system architecture is captured in the models of the system. MDA is known to be layered
approach for modeling the architectural design rules and uses design patterns to improve the
quality of software system. And to include the security to the software system, security patterns
are introduced that offer security at the architectural level. More over, agile software
development methods are used to build secure systems. There are different methods defined in
agile development as extreme programming (XP), scrum, feature driven development (FDD),
test driven development (TDD), etc. Agile processing is includes the phases as agile analysis,
agile design and agile testing. These phases are defined in layers of MDA to provide security at
the modeling level which ensures that security at the system architecture stage will improve the
requirements for that system. Agile modeled Layered Security Architectures increase the
dependability of the architecture in terms of privacy requirements. We validate this with a case
study of dependability of privacy of Web Services Security Architectures, which helps for secure
service oriented security architecture. In this paper the major part is given to model
architectural design rules using MDA so that architects and developers are responsible to
automatic enforcement on the detailed design and easy to understand and use by both of them.
This MDA approach is implemented in use of Agile strategy in three different phases covering
three different layers to provide security to the system. With this procedure a premise
conclusion has been given that with the system security the requirements for that system are
improved. This paper summarizes that security is essential for every system at initial stage and
upon introduction of security at middle stage must lead to the change in the system i.e., an
improvement to system requirements.
The adoption of cloud environment for various application uses has led to security and privacy concern of user’s data. To protect user data and privacy on such platform is an area of concern.
Many cryptography strategy has been presented to provide secure sharing of resource on cloud platform. These methods tries to achieve a secure authentication strategy to realize feature such as self-blindable access tickets, group signatures, anonymous access tickets, minimal disclosure of tickets and revocation but each one varies in realization of these features. Each feature requires different cryptography mechanism for realization. Due to this it induces computation complexity which affects the deployment of these models in practical application. Most of these techniques are designed for a particular application environment and adopt public key cryptography which incurs high cost due to computation complexity.
To address these issues this work present an secure and efficient privacy preserving of mining data on public cloud platform by adopting party and key based authentication strategy. The proposed SCPPDM (Secure Cloud Privacy Preserving Data Mining) is deployed on Microsoft azure cloud platform. Experiment is conducted to evaluate computation complexity. The outcome shows the proposed model achieves significant performance interm of computation overhead and cost.
IRJET- Customized CRM Mobile Application for Retail IndustryIRJET Journal
This document describes a customized CRM mobile application for the retail industry. It discusses developing an Android application to allow users to post complaints about consumer products and services. The application would allow users to register, login, and post complaints with images, videos or documents as proof. The complaints would be sent to the consumer department to update the status. The application includes features like chatbots, document sharing, status checking, SMS sending and call recording. It discusses the architecture and modules of the application, including user and admin modules. The goal is to provide a more sophisticated platform for complaints than existing web-based systems and reduce communication costs.
The document provides an overview of IBD Asset Management system which aims to develop an application for maintaining records of tools used for technical calibrations.
It discusses the existing manual system which faces issues like difficulty in asset information capture and maintenance. The proposed computerized system aims to overcome these limitations through efficient asset tracking, enhanced security and easy usability.
The feasibility study finds the proposed system operationally viable as users can easily operate it with training. It is also technically and economically feasible as the required hardware, software and resources are already available within the organization.
A SECURITY EVALUATION FRAMEWORK FOR U.K. E-GOVERNMENT SERVICES AGILE SOFTWARE...IJNSA Journal
The document discusses software development methodologies used by the UK government, specifically comparing the traditional Waterfall methodology to the more modern Agile Scrum methodology. It notes that while Agile has been adopted for development, the accreditation process still follows Waterfall, creating delays. The document then proposes a security framework based on OWASP's Application Security Verification Standard that could allow secure development within Agile sprints and provide assurance for accreditors.
ManageEngine Desktop management - Strathallan school case studyManageEngine
Strathallan School, a leading boarding school in Scotland, was facing challenges managing software updates and patches for their 350 systems. They needed a solution that allowed centralized management without disrupting students and teachers. After implementing Desktop Central, the IT team could seamlessly update all systems from one location. Desktop Central provided patch management, software deployment, and remote shutdown capabilities within their budget. The school now has their security and management issues under control.
The document discusses key questions and considerations around IT governance. It covers topics such as computer systems, processes and users, service providers, computing procedures, productivity, computing and communications system planning, internal audits, and maintaining a secure environment. The document provides questions to assess each area and determine if improvements are needed. It also advertises that paid documents covering IT governance procedures are available from the legal consultants.
Importance of software quality assurance to prevent and reduce software failu...Seval Çapraz
Importance of software quality assurance to prevent and reduce software failures:
Document Management System In Defence Industry Case Study by Seval Çapraz
The document describes a proposed e-healthcare system that would automate a hospital's manual patient, doctor, and receptionist record-keeping system. It notes limitations of current manual systems like incomplete or inconsistent data. The proposed system would use computer equipment and software to securely store healthcare information for easy access and management. This would help staff focus on other tasks than record-keeping and help the hospital better manage resources. The system architecture includes modules for administration, doctors, and receptionists to manage user accounts and patient records.
ANALYSIS ON IDENTITY MANAGEMENT SYSTEMS WITH EXTENDED STATE-OF-THE-ART IDM TA...ijasuc
Every person has his/her own identity. It’s important to manage a digital identity in a computer network,
with high priority. In spite of different applications we use in organization, resources need to be managed
and allotted to the appropriate user with proper access rights. Identity management or IdM refers to how
humans are identified, authorized and managed across computer networks. It covers issues such as how
users are given an identity, the protection of that identity and the technologies supporting that protection.
This paper attempts to provide an analysis to various identity management systems based on the state-ofthe-art identity taxonomy factors.
A computer is an electronic device, operating under the control of instructions (software) stored in its own memory unit, that can accept data (input), manipulate data (process), and produce information (output) from the processing. Generally, the term is used to describe a collection of devices that function together as a system.
Income faced problems with its old paper-based and mainframe-based systems, including frequent breakdowns that caused downtime. The new digital system addressed these issues by replacing paper processes with a paperless platform where documents are scanned and stored securely. It also implemented a high-availability platform across multiple servers to prevent downtime from failures. The new system provided real-time access to information and faster development of new products.
CARE –AN ARCHITECTURAL APPROACH FOR A MULTIMEDIA ASSISTANCE SYSTEM FOR SINGLE...IJITCA Journal
In contrast to the increasing degree of automation in the production industry, commissioning and maintenance activities will essentially be limited to manual activities. Production involves repetitive actions that are manageable and clearly defined as a process. Unlike this, commissioning and maintenance have to deal with uncontrollable, undefined, and non - standardized processes. The paper provides a
framework for a multimedia assistance system for singletons. It was found that the paradigm has to consist of five key components to provide tailored assistance to customers. These key components are Expertise, Infrastructure, Application & Platforms, Security & Privacy and Business Process & Business Model. The resulting stack and the overlaying business model are called "CaRE – Custom Assistance for Remote Employees". With possible Architectural Smells and Anti-Pattern in mind, a Microservice Architecture shall be presented which forms the backend-system of CaRE.
The document describes a case study conducted to create an ITIL-based software incident categorization model for an energy company's IT organization. Researchers created a model with 7 main categories and 26 subcategories to help the organization effectively categorize incidents and identify weaknesses in its software development processes. The model was validated and lessons were learned about how incident categorization can support continual service improvement through measurement, reporting, and process improvements.
The document provides an overview of a student information management system. It discusses how the system will maintain student records online and make it easier for schools and colleges to manage student data and activities. The system will store all student details and allow for easy searching of student records. It will also enable online registration and updating of student profiles. The document outlines the objectives, scope, requirements analysis, and design of the student information management system.
The document provides an overview of a student information management system. It discusses how the system will maintain student records online and make it easier for schools and colleges to manage student data and activities. The system will store all student details and allow for easy searching of student records. It will also enable online registration and updating of student profiles. The document outlines the objectives, scope, requirements analysis, and design of the student information management system.
Development of Intelligence Process Tracking System for Job SeekersIJMIT JOURNAL
At the present time to getting a good job is very intricate task for any job seekers. The same problem also a company can face to acquire intelligent and qualified employees. Therefore, to minimize the problem, there are many management systems were applied and out of them, computer based management system is one of an appropriate elucidation for this problem. In the computer management system, software are made for jobseekers to find their suitable companies and as well as made for companies for finding their suitable employees. However, the available software in the market are not intelligent based, and to make privacy, security and robustness, the software should made with the application of expert system. In this proposed study, an attempt has been made for finding the solution for job seekers and the companies with the application of expert systems.
This document provides an overview of ITIL and how two departments at the University of Pennsylvania Information Systems and Computing division have implemented aspects of the ITIL framework. It describes how the Provider Desk utilizes ITIL practices like incident management and how Computer Operations restructured its organization and processes according to the ITIL lifecycle model to improve service and implement metrics and reporting. The case studies demonstrate how ITIL can provide structure and best practices to help IT organizations deliver high quality services aligned with business needs.
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Dss.13.endang ripmiatin-uai.2014
1. Proceeding 7
th
International Seminar on Industrial Engineering and Management
ISSN : 1978-774X
Helpdesk System Design And Development
DSS-68 (Endang Ripmiatin)
HELPDESK SYSTEM DESIGN AND DEVELOPMENT IN A UNIVERSITY
BASED ON ITIL V3 FRAMEWORK
(CASE STUDY: AL AZHAR INDONESIA UNIVERSITY)
Endang Ripmiatin1)
, Arum Fitriati
Informatics Engineering Department, Faculty of Science and Technology
Al Azhar Indonesia University, Jakarta.
endang_nizar@uai.ac.id1)
ABSTRACT
Helpdesk is a service function provided by Pusat Komputer dan Sistem Informasi (PKSI) in Al
Azhar Indonesia University (UAI) to handle incoming complaints on IT problems from
employees. Without computerized system, the IT staff faces difficulties in managing incoming
problems and management cannot monitor PKSI performance. In this study, we used ITIL V3
as a framework to establish good governance in incident management. We started with
analyzing the current level of user satisfaction and Helpdesk system maturity. Then we
analyzed the requirements and design for the system using Service Operation Module in ITIL
V3 Framework. In developing the system, we used PHP programming language and MySQL
as the database engine. When completed, the system is expected to improve PKSI
performance in supporting the users.
Keywords: ITIL Framework, Helpdesk, incident management.
1. INTRODUCTION
In the service industry especially in
information technology (IT), we must
consistently develop and change to keep up
with the the rapid change of technology,
especially in information technology (IT).
Most companies or institutions have
developed integrated information system
that shifted issues from technology problem
to management problem. To have a good IT
governance, one need to have a proven
framework. Information Technology
Infrastructure Library (ITIL) is a common
framework that shows best practices in IT
good governance. ITIL Framework provides
solutions starting from service strategy,
service design, service transition through to
service operations and continual service
improvement. We tried to use this framework
to improve services provided by Helpdesk in
terms of incident management in Al Azhar
Indonesia University.
1.1. Study Method
The methodology of this study is divided
into three phases. The first phase is data
collection using questionnaire, to measure
user satisfaction and current system
maturity. We executed validation and
reliability test on the questionnaire to get an
accurate assessment. In the second phase,
we analysed the current condition and users
expectation using ITIL framework on
Helpdesk and Incident Management. The
last phase is designing and developing
Helpdesk System to manage incoming
incidents and resolutions, and subsequently
transform it into knowledge.
1.2. Study Goal
This study aims to develop a Helpdesk
System using ITIL V3 framework to improve
incident management.
2. THEORETICAL BACKGROUND
2.1. IT Governance
Reseach conducted by Weill and Ross
(2004), and Lunardi, et al (2009) proved that
a company with a good IT governance and
adhering to operation standard will have a
higher business performance compared to
companies that has not adopted IT
governance.
According to the IT Governance Institute
(2007): “IT Governance is an integral part of
enterprise governance and consists of the
leadership and organizational structures and
process that ensure that the organization’s
2. Proceeding 7
th
International Seminar on Industrial Engineering and Management
ISSN : 1978-774X
Helpdesk System Design And Development
(Endang Ripmiatin) DSS-69
IT sustains and extends the organization’s
strategy and objectives”.
2.2. ITIL Framework
Information Technology Infrastructure
Library (ITIL) was established in 1980 by
Office of Goverment Commerce (OGC),
England. It is the most accepted approach
worldwide for IT service. ITIL provides best
practice in a comprehensive IT service.
Throughout its development, ITIL has
released 3 versions. In 2007, ITIL version 2
was improved by providing a complete
service life cycle, starting from service
strategy, service design, service transition
through to service operations, and it was
consolidated in ITIL V3 and completed with
continual service improvement. In this study
we focused on Incident Management.
According to OGC (2003), incident is an
unplanned interruption to an IT service or
reduction in quality of an IT service. An
incident is usually caused by system
error or malfunction in IT infrastructure
and potentially results in operations
disruption. Incident Management is a
process management in ITIL to provide a
fast recovery and minimize the impact to
business (OGC, 2003).
IT Helpdesk plays an important role in
Incident Management (OGC, 2003). The
difference between Incident Management
and Problem Management lies in the type of
resolution. Incident Management can only
solve a problem when the problem occurs,
while Problem Management can solve a
problem even before it occurs and may
develop into a permanent solution.
2.3. Helpdesk
Helpdesk is a common name used for a
center providing services for end-user.
Nowadays helpdesk becomes a service, and
is responsible for solving problems and
fulfilling end-user’s requests.
According to Alex D Paul, ITIL is the best
practice to ensure IT service is delivered,
which includes incident management,
problem management, and change
management. Peter Gilbert, Roger Morse
and Monica Lee stated that helpdesk
implementation may establish knowledge
management as a collection of resolution
documentation and in turn may be used by
other IT Support and end-user when similar
problem occurs in the future.
3. CURRENT CONDITION ANALYSIS AND
PROPOSED SYSTEM
3.1. Helpdesk Service Analysis
To measure Helpdesk performance, we
used two types of questionnaires. the first
one is to assess user satisfaction level and
the second one is to assess system
maturity.
Figure 1 - ITIL Framework V3 (OGC, 2007)
3. Proceeding 7
th
International Seminar on Industrial Engineering and Management
ISSN : 1978-774X
Helpdesk System Design And Development
DSS-70 (Endang Ripmiatin)
The questions were carefully designed to
assess which process is important to be
implemented in helpdesk services based on
the ITIL framework.
Both questionnaires were processed in
two stages. The first stage is instrumentation
test, which includes validity test that was
analysed using Corrected Item-Total
Correlation technique with significant value
of 5%, and realiability test which used
Cronbach’s Alpha (α) technique. The second
stage is analyse the level of user satisfactory
using SPSS for Windows version 16.0.
Maturity level measurement was
performed based on COBIT maturity level.
The absolute value ranged between 0 (non-
existent) and 5 (optimized). The result
shows that the maturity level of current
Helpdesk service is 0.75 which was
categorized as Initial level.
3.2. Proposed System
ITIL framework is implemented in
scoping the incident management and
helpdesk services, and to identify activities
to be provided in the Helpdesk system.
Based on the user satisfactory assessment
and interview with PKSI management, the
new system requirements were formulated.
Infrastructure and UAI culture were also
taken into account in designing the system.
Table 1 - ITIL activities in the proposed system
ITIL activities Current System Proposed System
1. Incident
identifications
No standard procedure to
identify incoming incident.
Provide feature to identify incoming
ticket, distinguish between incidents and
requests.
2. Incident notes Incoming incidents were
documented in spreadsheet.
Provide feature to record every incoming
incident and manage in a database.
3. Incident
categorization
Nonexistent. Provide feature to categorize incidents.
4. Incident priority Nonexistent. Provide feature to prioritise incidents, so
that PKSI can deliver better response
time for an urgent incident.
5. Preliminary
diagnose
Nonexistent. Provide feature for Dispatcher to do
some preliminary diagnosis and conduct
a standard resolution if available in the
knowledge-based module.
6. Incident
escalation
There is an informal escalation,
only based on the first available
staff.
Provide feature to escalate incident
based on category. System will push
notification to the IT Support to deliver
better response time.
If needed, incident may be escalated to
the 2nd
level to get best resolution.
7. Investigation Investigation available, but not
recorded.
Provide feature to record investigation
process by IT Support.
8. Resolution Resolution available, but not
recorded.
Provide feature to record resolution by
IT Support.
9. Closing Nonexistent. Provide feature to close ticket incident.
Closing procedure includes notifications
of incident status to end-user. This
procedure is important to monitor
Helpdesk performance in delivering their
services.
The proposed system involves a
workflow procedure. End-user can access
the system directly and input their problem.
If the user is not satisfied with the system,
he/she can call Helpdesk and the Dispatcher
will enter it into the system. A ticket is issued
for each incoming incident.
The dispatcher will categorise the
incident and do the preliminary diagnosis
based on the knowledge management
module. If the problem can be solved
directly, the incident may be closed
immediately; otherwise it would be escalated
to IT Support. IT Support will investigate and
4. Proceeding 7
th
International Seminar on Industrial Engineering and Management
ISSN : 1978-774X
Helpdesk System Design And Development
(Endang Ripmiatin) DSS-71
provide resolution. Should it need higher
support, then the problem can be escalated
to the 2nd
level of support. The resolution of
an incident must be reported to the end-user
who raised the problem, in order for IT
Support to close the ticket. The workflow is
shown in Figure 2.
The system can produce reports for the
management to present the level of incident
frequency and the response time of IT Staff.
Mengirim
Respon
Menyampaikan keluhan
Tiket Insiden
Dispatcher helpdesk
IT_support
Self service
Eskalasi
Manajemen PKSIEskalasi
Helpdesk database
Laporan Insiden
Knowledgebase
Store and Get
Merekam
Memberikan solusi
Input insiden dan solusi
Store and Get
Komunikasi
Phone call
Customer
Knowledge base
Figure 2 - Workflow in the proposed system
It will be an input for the management to
form strategic plan in improving Helpdesk
services.
4. SYSTEM DESIGN AND DEVELOPMENT
Helpdesk system is designed to conform to
user requirements and workflow agreed by
the Head of PKSI, and to safeguard IT
condition in the university.
As the output of the design stage, we also
produced recommendations in the form of
Standard Operating Procedure (SOP) and
ideal organization to enable an optimum
system operation.
4.1. Actor Definitions
The proposed Helpdesk System involves 5
actors with their specific responsibilities:
a) Dispatcher: to receive and dispatch
incidents, and also issue and escalate
tickets.
b) Admin: to maintain system users.
c) End-User: any UAI employee who needs
Helpdesk Service.
d) IT Support: PKSI IT staff acts as 1st
level
of service, to provide solutions to
incoming incidents.
e) PKSI Management: act as 2nd
level of
service to back up 1st
level of service.
4.2. System Design
The proposed system is designed using
Unified Modeling Language (UML) – Use
Case Diagram to identify what functions
needed by each actor. We made clear the
difference of roles between front-end and
back-end of the system. The back-end of the
system holds more importance because it is
where we manage ticket escalations until it
is closed completely.
4.2.1.Use case Diagram
The front-end provides user interface for
End-Users to submit their ticket and track
the status of their problem. The PKSI
Management has the facility to monitor
incidents and its status, and check response
time to monitor PKSI’s service level.
At the back-end, Dispatcher and IT Supports
follow up incoming incidents. Given the
5. Proceeding 7
th
International Seminar on Industrial Engineering and Management
ISSN : 1978-774X
Helpdesk System Design And Development
DSS-72 (Endang Ripmiatin)
condition that IT Supports are always
mobile, the system will push short message
service (sms) notification to IT Support once
Dispatcher assigns a ticket to IT Support.
An important function developed in this
study is the knowledge-based management
module where IT Support will input any
resolution of problems, so that it becomes
knowledge that can be used by any other IT
Support, Dispatcher or by End-User in case
of similar problem being raised in the future.
Figure 3 - Use case Diagram for front-end
Figure 4 - Use case Diagram for back-end
5. CONCLUSION
Implementation of ITIL framework in incident
management of Helpdesk Service may
improve the following areas:
a) Management of incoming problems is
easy and PKSI can provide better
service in a timely manner. Management
can monitor pending issues and find
better solutions.
b) Past experience and knowledge can be
easily accessed to get lessons learned
and provide quick solutions.
6. REFERENCES
(a) Pink Elephant. 2006. The benefits of
ITIL. Canada: Pink Elephant.
(b) OGC. (2007). ITIL Best Management
Practice Service Operation, Second
Edition. United Kingdom: The
Stationery Office.
(c) Nendar Amirulloh Permana (2010)
“Penerapan Service Desk dengan
pendekatan IT Infrastruktur Library
(ITIL)”. Bandung.
(d) Erna Infitharin (2007). “Penerapan ITIL
Framework Pada Sistem Management
Service desk”. Bogor.
(e) Whitten, Jeffery L., Bentley, Lonnie D.
dan Dittman, Kevin C. (2004). Metode
Desain dan Analisis Sistem, Edisi 6.
Indonesia: McGraw Hill
(f) Information Technology Service
Management Forum (ITSMF). (2007).
An Introductory Overview of ITIL® V3,
ITSMF ltd.
(g) Website: http://www.scribd.com/doc/
19374586/Tabel-Statistik, accessed on
23 Aug 2013.
(h) Ario Adi Prasetyo. (2009).
“Implementasi Informasi Technology
Infrastructure Library (Itil) (Studi Kasus
Pada Divis It Service Delivery And
Support Management PT. Bank Cimb
Niaga, Tbk”. Jakarta.
(i) Website: http://itgov.cs.ui.ac.id/
wikimuki.htm, accessed on 29 May
2013.
PKSI Management
End User
view
IncidentsReport
view ResponseTime
print
IncidentsReport
search
KnowledgeBase
input Ticket
get Notification
view TicketHistory
«extends»
«extends»
Helpdesk System
Front-end
PKSI Management
Admin
update Ticket
escalate Ticket
input Ticket
maintain User
view TicketHistory
«extends»
Helpdesk System
Back-end
Dispatcher
IT Support
input KnowledgeBase
get Notification
«uses»