USING IT SUPPORT TICKET MANAGEMENT SYSTEM TO OPTIMIZE INFORMATION TECHNOLOGY SERVICES IN GOVERNMENT

Authors

  • I Putu Arie Pratama 1Faculty of Business and Vocational Studies, ITB STIKOM Bali
  • Tria Hikmah Fratiwi Faculty of Business and Vocational Studies, ITB STIKOM Bali

Keywords:

Government IT development, IT support, Support ticket management

Abstract

The development of information technology (IT) has changed work patterns in both the business
and government sectors. The IT development in the government attempts to improve the quality of
public services, transparency, and accountability and meet society's increasing needs. In its
implementation, the government invests in suitable IT infrastructure and the growth of human
resources as the key success of technology implementation in government. The IT support team is
one of the IT human resources required by the government. The team is in charge of ensuring that
the IT system runs well and providing technical support. To guarantee optimal performance, the
team must be supported by adopting effective IT management. Support ticket management system
is critical in this environment. The system enables IT support teams to manage support requests
centrally, track the statuses, and respond quickly and accurately. The system also enables the team
to review history in order to detect trends and patterns of commonly occurring problems. The
system can also be used to track team performance and automate certain routine tasks, such as
reporting. Thus, support ticket management system implementation establishes an IT management
approach to support digital transformation in government and optimize IT development in
increasing public service quality.

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Published

2024-11-01

Issue

Section

Articles