Integration of the Helpdesk System with Messaging Service: A Case Study Approach

Abstract

As IT organization handles information systems and technology receives many services request in the field of operational or implementation of systems and information technology, they had to deal with these problems: a simple ticketing service, IT management mechanism in order to provide services to users of the system, to boost the information service which enabled the process with positive influences. This paper proposes a service desk solution integrated with Messaging services, using Short Messaging Services (SMS) and a push notification application. Here we use the WhatsApp application as a notification media to assist the design of the helpdesk. Analysis and adjustment were made to the ITSM concept using the ITIL V4 framework at the Service Management Practices stage. The results of this study are implementing the ITIL V4 framework to get better helpdesk services and utilizing the Messaging services to increase the promptness of sending tickets.

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