Mobile-Based IT Help Desk Ticketing System for Information Technology Service Management

Abstract

This study designs, implements, and functionally validates a mobile-based IT Help Desk Ticketing System integrated with a web dashboard to support Information Technology Service Management (ITSM) in a multi-client service vendor environment. The case organization previously utilized a web-based helpdesk process; however, several limitations were identified, including restricted mobile accessibility, inconsistent ticket priority classification, limited Service Level Agreement (SLA) visibility, insufficient escalation control, and the need for stronger client-based data separation. This research applied a Research and Development (R&D) approach combined with Agile Scrum methodology. The system was developed through seven iterative sprints over sixteen weeks, covering requirement analysis, system design, implementation, refinement, and functional evaluation. The developed artifact integrates mobile ticket submission and monitoring, web-based administrative dashboards, role-based access control, automated priority grouping, L1/L2/L3 support assignment, escalation mechanisms, SLA timeline monitoring, work-log documentation, feedback management, and multi-client data filtering. Functional validation was conducted using Black Box Testing involving 135 test scenarios across administrator, user, and technician roles. All testing scenarios successfully produced outputs according to the expected functional specifications, demonstrating that the implemented system fulfilled the defined functional requirements. Nevertheless, this validation was limited to functional correctness and does not yet represent evidence of improved service efficiency, user satisfaction, SLA compliance, scalability, or security performance in real operational environments. The study contributes an initial validated software artifact that integrates mobile operational access and web-based service governance, while future research should conduct broader empirical evaluation through usability testing, performance measurement, security assessment, and multi-client deployment validation.