Design and Development of an IT Support Services Model and Applications Based on ITIL V4
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The ICT request process at PT. Energi Mega Persada (EMP) Bentu Limited–Korinci Baru Limited is still carried out manually using paper forms, resulting in delays in processing, recording errors, and difficulties in monitoring request status. This study aims to design an IT support service based on the ITIL V4 Service Value Chain (SVC) and to develop an ICT Request mobile application as a service support tool. The application was developed using the Extreme Programming (XP) method, which includes the planning, design, coding, and testing phases. The system was built using Flutter as the mobile framework, CodeIgniter 4 for the backend, MySQL as the database, and REST API for client-server communication. Key system features include request submission, approval, technician assignment, status tracking, notifications, data management, and reporting. Testing was conducted using Blackbox Testing and User Acceptance Testing (UAT) with 40 respondents. The test results showed that all system functions operated as required, while the UAT results yielded an average score of 91.4% in the “Strongly Agree” category. The research findings indicate that a mobile-based IT Support service can help make the ICT Request process more effective, structured, integrated, and easily monitored in real-time.
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