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All Journal Jurnal Ilmiah Universitas Batanghari Jambi
Mario Iskandar
Department of Information Technology, Jakarta International
Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice

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Web-Based IT Service Management (ITSM) Design and Implementation for Ticketing Documentation and Troubleshooting Rafin Simanjuntak; Mario Iskandar
Jurnal Ilmiah Universitas Batanghari Jambi Vol 26, No 2 (2026): Juli
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/jiubj.v26i2.6527

Abstract

The purpose of this research is to develop a Web-Based IT Service Management (ITSM) system that facilitates centralized ticket handling and troubleshooting documentation. The system is implemented using the Python Django framework with SQLite as its database. To improve fairness and efficiency in task allocation, a request-based assignment mechanism has been implemented, allowing technicians to select and manage their own tickets. The system offers several key features, including role-specific dashboards, a real-time performance monitoring dashboard for technicians, repair logs, notifications for every ticket status update, and articles collectively referred to as a knowledge base that serve as a guide for users. The implementation of this ITSM solution is expected to overcome existing limitations within the IT support unit, accelerate problem resolution in accordance with service level agreements (SLAs), and generate accurate performance data to support future evaluations and continuous improvement of IT services.
Co-Authors Rafin Simanjuntak