RANCANG BANGUN SISTEM INFORMASI HELPDESK TICKETING SYSTEM DENGAN METODE PROTOTYPE (STUDI KASUS: PT CINOXMEDIA NETWORK INDONESIA)

KHARISMA, HANIVA (2022) RANCANG BANGUN SISTEM INFORMASI HELPDESK TICKETING SYSTEM DENGAN METODE PROTOTYPE (STUDI KASUS: PT CINOXMEDIA NETWORK INDONESIA). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

PT Cinoxmedia Network Indonesia adalah penyedia jasa layanan internet yang memiliki sistem informasi untuk pengajuan permasalahan/gangguan sehingga terbentuknya ticket sudah ada dan telah diimplementasikan namun pada sistem tersebut masih banyak permasalahan dan kekurangannya. Permasalahan dan kekurangan yang terdapat pada sistem yang paling utama yaitu ticket di system yang lama tidak bisa mengakomodasi kebutuhan informasi yang diperlukan antara pelanggan, customer service, helpdesk, dan teknisi. Berdasarkan masalah tersebut, maka diperlukan pengembangan aplikasi yang bisa mengatasi permasalahan dan kekurangan tersebut. Pengembangan aplikasi berbasis website untuk pengajuan pelaporan masalah atau helpdesk ticketing system menggunakan Service Level Agreement (SLA) untuk menentukan level/tingkatan dari ticket yang diajukan oleh user. Maka dari itu, penulis tertarik dalam melakukan penelitian dengan judul “Rancang Bangun Sistem Informasi Helpdesk Ticketing System Dengan Metode Prototype (Studi Kasus: PT Cinoxmedia Network Indonesia)”. Aplikasi akan dirancang menggunakan metode pengembangan sistem prototype, dengan framework CodeIgniter (CI), bahasa pemrograman PHP, analisis masalah menggunakan fishbone, MySQL sebagai database server, dan pengujian menggunakan blackbox testing. Dengan penelitian ini diharapkan bisa membantu dalam mengatasi permasalahan dan kekurangan yang terdapat pada system informasi helpdesk ticketing system pada PT Cinoxmedia Network Indonesia sehingga sistem dapat berfungsi dengan baik. Kata Kunci: Helpdesk, ticketing, service level agreement, prototype, fishbone PT Cinoxmedia Network Indonesia is an internet service provider that has an information system for submitting problems/interferences so that the ticket formation already exists and has been implemented, but in this system there are still many problems and shortcomings. The most important problems and shortcomings in the system are tickets in the old system that cannot accommodate the information needs needed between customers, customer service, helpdesk, and technicians. Based on these problems, it is necessary to develop applications that can overcome these problems and shortcomings. Development of a website-based application for submitting problem reporting or a helpdesk ticketing system using a Service Level Agreement (SLA) to determine the level of the ticket submitted by the user. Therefore, the author is interested in conducting research with the title "Design of Helpdesk Ticketing System Information System with Prototype Method (Case Study: PT Cinoxmedia Network Indonesia)". The application will be designed using a prototype system development method, with the CodeIgniter (CI) framework, PHP programming language, problem analysis using fishbone, and MySQL as the database server. With this research, it is hoped that it can help in overcoming the problems and shortcomings contained in the helpdesk ticketing system information system at PT Cinoxmedia Network Indonesia so that the system can function properly.

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