Designing IT Service Management at Indonesia Internet Domain Names Registry Association's Helpdesk Function

Evelyn Sevina Hermita, Yudho Giri Sucahyo, Arfive Gandhi

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Indonesia Internet Domain Names Registry Association (PANDI) hosts helpdesk function as a part of .id domain management. It is a one-stop facility for all registrants and the public to submit questions and complaints regarding .id domain names. Previously, helpdesk function had poor performance since its business processes were manual and slow. This research aimed to design Information Technology Service Management (ITSM) implementation as guidelines for PANDI helpdesk. It demonstrated case study research using qualitative approach by involving helpdesk officers, and c-level in depth interview. This research relied on ITIL V3 2011 framework to generate ITSM design: service catalog, Service Level Agreement, and Standard Operating Procedures. It resulted in tracking status, priority label, reporting feature, and service categories can be added on the application side. Those artifacts guided helpdesk to improve the quality of services provided by PANDI. They consisted of a service catalog that includes 11 Customer Facing Service (CFS) and Resource Facing Service (RFS), five SLAs for helpdesk business process services, and three SOPs for account changes request service.

Original languageEnglish
Title of host publicationProceedings of ICICM 2020 - 2020 10th International Conference on Information Communication and Management, Worshop
Subtitle of host publicationICKET 2020 - 2020 9th International Conference on Knowledge and Education Technology
PublisherAssociation for Computing Machinery
Pages10-15
Number of pages6
ISBN (Electronic)9781450387705
DOIs
Publication statusPublished - 12 Aug 2020
Event10th International Conference on Information Communication and Management, ICICM 2020 - Virtual, Online, France
Duration: 12 Aug 202014 Aug 2020

Publication series

NameACM International Conference Proceeding Series

Conference

Conference10th International Conference on Information Communication and Management, ICICM 2020
Country/TerritoryFrance
CityVirtual, Online
Period12/08/2014/08/20

Keywords

  • helpdesk
  • IT Governance
  • IT Service Management
  • ITIL
  • ITSM

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