BSC Information Technology Full Project Work

A WEB BASED IT SERVICE DESK MANAGEMENT SYSTEM FOR
TELECOMMUNICATION
BY
OLATUNJI MOSHOOD
NOU142233304
A PROJECT SUBMITTED TO THE
DEPARTMENT OF INFORMATION TECHNOLOGY
FACULTY OF SCIENCE AND TECHNOLOGY
NATIONAL OPEN UNIVERSITY OF NIGERIA (NOUN)
IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF

BACHELOR OF SCIENCE DEGREE IN
INFORMATION TECHNOLOGY
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SEPTEMBER, 2022
DECLARATION
I hereby declare that this project work was written by me. Information derived from published
and unpublished materials which were duly referenced in the paper.
_______________________________ __________________
OLATUNJI MOSHOOD DATE
STUDENT
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CERTIFICATION
I certify that this project work was carried out by Olatunji Moshoodof the Department of
Computer Science with matriculation number NOU142233304and has satisfactorily completed
the requirements for the award of Bachelor of Science Degree in Computer Science, Faculty of
Science and Technology, National Open University of Nigeria (NOUN).
………………………….. ..............................
DR. OGUDE U.C. DATE
(Project supervisor)
…………………………………………… ..............................
PROF. ROTIMI OGIDAN DATE
(Study Center Director)
…………………………………… ...............................
PROF. SAHEED AJIBOLA DATE
(Dean, Faculty of sciences)
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DEDICATION
I dedicated the project work to God Almighty, who has been my sustainer, my parents Mr. and Mrs
Olatunji, brothers and sister who has contributed immensely to this project work.
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ACKNOWLEDGEMENT
My sincere appreciation goes to Almighty God for his grace and mercy sustaining me throughout my
academic years and his help to make my achievement a reality. I also express my gratitude to my
supervisor, whom despite numerous schedule and appointments has divulged moments to cross check
and advice and impact on me for the necessary informatio I needed to carry out this project.
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ABSTRACT
Businesses suffer IT service disruptions every day and often resulting in lost revenue, reputation
damage, and unhappy customers. To minimize the negative impact of these incidents, a
combination of people, process, technology, and information is needed to help restore normal
operations as quickly as possible. In many reactive units, information about services is scattered
across disparate systems and support is handled through tribal knowledge and informal
processes. This project is aimed at designing and implementing a web-based IT Service Desk
Management for Telecommunication organization.The methodology adopted was a System
Development Life Cycle (SDLC), using a waterfall model, with three major steps, which is
planning, implementing and analysis was deployed for development of web-based IT Service
Desk Management design architecture. Microsoft Visual Studio 2010 tools for web application
which contains C# programming language, Html, CSS, SQL server and JavaScript was also used
to implement the application development. Application software meets the information
requirements specified to a great extent. The system has been designed to manage technical
challenges and incident management thereby reducing low service deliveries.
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TABLE OF CONTENTS
Cover page
Title page i
Certification ii
Dedication iii
Acknowledgement iv
Abstract v
Table of content vi
CHAPTER ONE
INTRODUCTION
1.1 Background of Study 1
1.2 Problem Statement 2
1.3 Aim and Objectives 3
1.4 Methodology 3
1.5 Significance of Study 3
1.6 Scope of Study 4
1.7 Limitation 4
CHAPTER TWO
LITERATURE REVIEW
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2.1 IT Service Management (ITSM) Frameworks 5
2.2 Customer Service, Customer Satisfaction and Customer Loyalty 5
2.2.1 Customer Service 5
2.2.2 Customer Satisfaction and Customer Loyalty 6
2.3 Problems Occurred in Today’s Help Desk Management system 7
2.3.1 Self-Service Centre 7
2.3.2 Self-Service Portal 8
2.4 The Complex Solution-Ardent Helpluz 9
2.4.1 Core Modules 9
2.4.1.1 Core Module 1: Service Request Management 9
2.4.1.2 Core Module 2: Support Level Management 10
2.4.1.3 Core Module 3: Support Resource Management 10
2.4.1.4 Core Module 4: Management Information and Reporting 10
2.5 Service Support: ITIL Operational Processes 11
2.5.1 Configuration Management 11
2.5.2 Incident Management 11
2.5.3 Problem Management 13
2.5.4 Change Management 13
2.5.5 Release Management 14
2.5.6 Service Level Management 14
2.5.7 Capacity Management 14
2.5.8 Availability Management 14
2.5.9 IT Continuity Management 14
2.6 Escalation Management 15
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2.7 Requirements For Service Management Platform 16
CHAPTER THREE
METHODOLOGY
3.1 Research Methodology 19
3.2 System Development Life Cycle: Waterfall Model 19
3.3 Problem Analysisof Existing System 19
3.3.1 Solution Requirement Analysis 20
3.3.2 Use Case Modules 20
3.3.3 Use Case Analysis 21
CHAPTER FOUR
DESIGN AND IMPLEMENTATION
4.1 Design of System 22
4.1.1 Conceptual Model 22
4.1.2 Entity Relational Diagram (ERD) 23
4.2 Relational data model 24
4.3 hardware requirement system 26
4.4 Software Requirements System 26
4.5 Non-Functional Requirement 26
4.6 Integration and Testing 26
4.7 Maintenance 27
4.8 Discussion of Result 27
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4.9 Testing and Debugging 31
CHAPTER FIVE
SUMMARY AND CONCLUSION
5.1 Summary 32
5.2 Conclusions 32
5.3 Recommendation 32
References 33
Appendix 35
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CHAPTER ONE
INTRODUCTION
1.1 Background of Study
Nowadays, a large number of service providers like communications, entertainment,
applications, Internet service providers, etchas emerge with everyday newer products with the
trend of combining data services and communication services. In order to have quick response
and to be competitive in the current market, these companies have to base their organization and
operations on a set of well-defined and efficient business processes which is a collection of
related, structured activities or tasks that produce a specific service or product for a particular
customer Moreover, in the current business scenarios there is an increasing need to make
business establishing coalitions among different enterprises. This makes necessary a common
view and understanding of business processes to allow for an efficient business to business
cooperation(Hou, 2009).
The telecommunication industry is currently experiencing considerable change in its

businessenvironment. The combined efforts of the telecommunication and computer industry has
resulted inconsiderable growth in communication and data service offerings, which in turn has
reduced the gap between telecommunication services and MIS applications. The demand for
more services, and the integration of these services, is increasing rapidly. Research shows, in
fact, that companies attract and keep customers when they follow customer service standards and
policies that prevent problems from arising, and are honest, fair and responsive when things go
wrong. Customer complaint management encompasses techniques, processes and systems that
lessen the chance of customers having problems and allow businesses to respond fairly,
efficiently and effectively when complaints arise. This trend has put enormous pressure on the
existing telecommunication industry’s business environment. It has forced the industry to adjust
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its IT strategy to be more service oriented and to employ new technologies to provide support
for:
 integrated services
 interoperability with different Telecoms companies
 a consistent data model
 Management of customer service network.
1.2 Problem Statement(Using the Case ofGlobacom Telecommunication, Nigeria)

Businesses suffer IT service disruptions every day – often resulting in lost revenue,
reputationdamage, and unhappy customers. To minimize the negative impact of these incidents,
a combination of people, process, technology, and information is needed to help restore normal
operations as quickly as possible. In many reactive units, information about services is scattered
across disparate systems and support is handled through tribal knowledge and informal
processes. This does not scale and is risky to business stability. Without accurate service
information, it is difficult to understand the business impact of incidents, know who to call and
when, identify causes, collaborate on solutions, apply fixes, provide self-service support, and
measure results. To transform from reactive fire-fighters to proactive business enablers, and to
reduce the adverse impact of incidents on business operations, IT must consolidate information
about services in a single system of record and better leverage workflow and automation to speed
resolution.
Adservioapplication is today a major player in Globacom IT sections and Telecommunication
service desk operation, created in 2012 to support incident and complains and IT quality service
delivery operations. However, Adservioapplication is weak with many limitations as call logs
and emails are still posinga lot of challenges in customer satisfactions. Problem statement of IT
Service Desk can be summarized briefly as follows:
 Large number of mails received related to users complain or request.
 Slow resolution of users complains or request.
 Poor TAT (Turn Around Time)
 Large numbers of calls received due to complain.
 Low job performance
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 Adservio application cannot identify the particular user that reassigned a ticket to another
user.
 Users are not able to raise a ticket including attachments.
 The owner of the request is not able to re-open ticket if not satisfied.
1.3 Aims and Objectives

The aim of this project is to design and implement a web-basedIT Service Desk Management
systemfor Telecommunication organization. This will help to achieve the following objectives;
 A help desk management solution functions as a one-stop solution for all customer
support, queries, requests, complaints and assistance needs.
 To reduce the large number of emails related to users complain.
 To maintain good customer services and minimize complain.
 To improve the quality of assistance and support provided to the customers.
 To eliminate slow problem resolution timing and to increase job performance among the
service help desk staffs.
 To improve Turn Around Time.
1.4 Methodology
In order to evaluate this project, the methodology based on System Development Life Cycle
(SDLC) using a waterfall model, generally have three major steps, which is planning,
implementing and analysis will be deployed. By designing a web-based interface application
with Microsoft.net platform using C# programming.
1.5 Significance of Study
This project work will help in:
 The design and analysis of business automation of web based IT Service Desk
Management for Telecommunication organization.
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 To manage technical challenges and incident management thereby reducing low service
deliveries.
1.6 Scope of Study

This project will cover the feasibility studies, analysis and design of web based IT Service Desk
Management for Telecommunication organization with features of generating service request,
escalation of request and resolutions and feedback requests from various business operation
units.
1.7 Limitation
This project application can only be used within an organization via the INTRANET, and it does
not catered for customers outside the firm.
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CHAPTER TWO
LITERATURE REVIEW
2.1 IT Service Management (ITSM) Frameworks
The evolution of IT organizations from technology providers into service providers requires
taking a different perspective in IT management. IT Service Management put the services
delivered by IT at the center of IT management and is commonly defined as “a set of processes
that cooperate to ensure the quality of live IT services, according to the levels of service agreed
to by the customer(Young, 2004). It is superimposed on management domains such as systems
management, network management, systems development, and on many process domains like
change management, asset management and problem management."
IT service management (ITSM) refers to the implementation and management of quality IT
services that meet the needs of the business. IT service management is performed by IT service
providers through an appropriate mix of people, process and information technology. The
following represents a characteristic statement from the ITSM literature(ITGI, 2006): “Providers
of IT services can no longer afford to focus on technology and their internal organization;
theynow have to consider the quality of the services they provide and focus on the relationship
with customers.” Therefore, the providers of IT services should shift their focus on technology
and internal organization to thequality of services they provides and the customers’ satisfaction.
If the IT services providers cannot provide proactive and value-added service to client and end
users, we can say the IT service level is low, although the ITservices provider have a huge
infrastructure with latest technologies (Grembergen, 2004).
2.2 Customer Service, Customer Satisfaction and Customer Loyalty
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2.2.1 Customer Service
Excellent customer service is more than what is said to or done for the customers. It also
meansgiving customers a chance to make their feelings known. Will subscribers be satisfied as a
resultof the manner in which complaints are handled by the service provider? Does
communication andinformation provision of the service provider determine customer
satisfaction? Oluwo in 2007posited that the key to building customer confidence in the long-run
lies in achieving sustainedcustomer satisfaction and loyalty through (Oluwo, 2007):
 Listening to customers: For a firm to satisfy its customers, it must not lose any
opportunity to listen to its customers. They can provide useful ideas for improvement in
the product.
 Provide mechanism to hear from the customers: Provision should be made to encourage
customers to talk back to the firm about its services.
 Response to complaints: Firms must locate consumer help desk nearer to the customer
and work to resolve each complaint and inquiry that is received individually and
promptly.
2.2.2 Customer Satisfaction and Customer Loyalty

Schiffman in 2007 defined satisfaction as a person’s expression of pleasure or
disappointmentresulting from comparing a service outcome in relation to the expectations. If the
performance fallsbelow expectation, the customer is dissatisfied(Schiffman, 2007), If
performance matches the expectations, thecustomer is satisfied, If the performance exceeds
expectations, the customer is highly satisfied ordelighted. Mei-Lien and Green defined customer
loyalty as a deep-held commitment to rebuy or re-patronize a preferred product in the future
despite situational influence and marketing efforts having the potential to cause switching
behaviour and recommending the product to friends and associates(Mei-Lien and Green, 2010).
With the fierce competition in the Nigerian telecoms market, operators need to watch switching
behaviour of their customers. The telecoms market is a subscription market whereby consumers
subscribe with no initial intention to switch and they are expected to remain loyal until some
factors trigger them to switch (Oyeniyi and Abiodun, 2010). Mei-Lien and Green in 2010 posited
that loyal customers are willing to re-buy products despite the fact that there are competitive
alternatives that may cause switching(Mei-Lien and Green, 2010).
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Irit and Barak (2011)examined the role of customers’ social network in their defection from a
service provider using cellular company. The results of the study indicated that customer’s
defection is influenced by the past defection of other members in his/her direct personal social
network(Irit and Barak, 2011).
2.3 Problems Occurred in Today's Help Desk Management System

Providing cost-effective information technology (IT) support in today’s rapidly changing
computing environments is a challenge, frequently frustrating, and sometimes seemingly
impossible task. According to Right Answers' , today'sorganizations have implemented two types
of support for end-user: staff support center and self-service portal.
 Staff Support Center

This group consists of technical professionals who are available by phone or by email to resolve
users' problems. The staff members are increasingly equipped with real-time collaboration tools
that improveefficiency but still require a one-to-one relationship between a support analyst and
each problem presented.
 Self-Service Portal
This portal provides tools that allow users to troubleshoot, diagnose, and fix their own
technology problems. Organizations often implement a self-service portal to augment support-
hour availability, provide a means to open tickets when the support center may not be staffed, or
let end users check the status of previously opened tickets.
2.3.1 Staff Support Center

Staff support center is a typical support center that operates on a call center model. Inbound
requests (tickets) are received from users, and Tier-1 agents attempt to resolve the issues or pass
them along to an expert (Tier-2 or Tier-3) for additional diagnosis and eventual resolution. The
support center is usually responsible for capturing the end-user and problem information into a
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ticket in a system that tracks all resolution efforts and centrally manages the information.
Sometimes questions are quickly resolved at the Tier-I level. Very often, they are not.
Consider a typical help desk call:
 A caller states a problem. The Tier-i agent asks diagnostic questions based on that agent's
knowledge and begins to formulate possible solutions.
 If a solution is not immediately apparent, the Tier-i agent will attempt to duplicate the issue
on his or her computer and devise a solution while the caller is on the phone.
 If the Tier-i agent is unable to resolve the issue, he or she will consult associates (if any are
available), again while the caller is on the phone.
 If this consultation does not result in a solution, the Tier-i agent may search the Internet.
The results of such a search are unpredictable, and there is no way to assure that the
information found there is accurate.Again, this process occurs while the caller is on the
phone.
 If at this point the problem is still not resolved, the call escalates to Tier-2.
End users can be impatient and are easily frustrated. Before a caller even reaches a Tier-i agent,
he or she has often had a lengthy wait on the phone because all the agents are busy going through
this process with other callers. In addition, when a support center is underperforming, the
challenge compounds with low morale and high turnover,which in turn increases training costs
for support center personnel and adds to the overall cost of the support system.
2.3.2 Self-Service Portal

Resolving technical problems by telephone is time-consuming and expensive, especially when
calls follow a pattern like the one described above. Many organizations are deploying self-
service portals so that end users can resolve problems on their own and can do so with the added
advantage of 24x7 (24 hours X 7 days a week) availability.Self-support systems typically work
by using one of several models to find answers:
 Questions and answers to navigate to a solution.
 A decision tree to find information about particular topics.
 A searchable knowledge base.
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The goal of a successful self-service portal is to enable end users to solve their own problems by
assisting them in troubleshooting, diagnosis, and resolution through knowledge-enabled systems.
Only after failing to resolve their issue is a ticket opened. This step-wise approach assures that
simple questions are resolved at the portal level andonly problems that truly require a Tier-1
analysts' effort are escalated.
Self-service is an appealing concept, but it can be difficult to effectively implement. If the

knowledge base content is not of the highest quality or is difficult to search or navigate,
frustrated users will abandon the system and not return. Often, users will work through a
troubleshooting matrix without ever finding information specific to their issues, or they will
wrack their brains thinking of different ways to pose their questions without ever getting the
answers they want. Frequently, users will search a knowledge base only to find a great deal of
information but nothing that answers their specific problem. In frustration, they may turn to
Internet search engines. There again, they are often presented with countless search results, but
the solutions they find areoften unreliable, untested, or even occasionally malicious. In the end,
frustrated end users will call the help desk, which defeats the purpose of implementing a self-
service portal.
2.4 The Complete Solution - Ardent Helpluz

According to Ardent Solution2, Ardent Helpluz is a powerful incident management tool that
allows organizations to develop and deliver services to support their customers across any
business size. Ardent Helpluz does not only aid companies to provide their support services
worldwide, it also raises their service level. With such catalyst in place, business growth and
increase of customers will be inevitable.
2.4.1 Core Modules

This comprehensive suite of customer service helpdesk solution comprises in itself the following
four core modules. The core modules and sub module of Ardent Helpluz are as follows.
 Service Request Management
 Service Level Management
 Support Resource Management
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 Management Information and Reporting
2.4.1.1 Core Module 1: Service Request Management

In the first core module - Service Request Management, Ardent Helpluz provides a reliable
operational repository to ensure customer and contract information is always the latest. It allows
organizations to track maintenance contracts and warranty schedules of the products and services
supplied to customers that are all keys towards a successful relationship with clients. Maintaining
such customer information at the heart of the support environment will provide fast response to
issues. Customer service and support teams will be able to quickly identify problems and rectify
them in the shortest time frame as possible. Such control is needed to manage customers through
critical times and assists change management teams to schedule resources on a structured and
prioritized basis. Product and service lifecycle will be improved while providing the reporting
and metrics for line-of-business decision analysis.
2.4.1.2 Core Module 2: Service Level Management

Next, the second core module - Service Level Management. Ardent Helpluz supports a
configurable scheme of Service Level Agreements (SLAs). The SLA model, while tracking a
request, generates escalations and displays alerts in compliance with the response and fix
deadlines stated within customer support contracts. Ardent Helpluz's SLA mechanism is a
comprehensive time measurement module provided as part of the core application to support call
assignment and complex escalation rules.
2.4.1.3 Core Module 3: Support Resource Management

Then, the third core module - Support Resource Management. With provision of first class
support services in mind, it is of the utmost importance to ensure the availability, effectiveness
and utilization of resources. Ardent Helpluz provides a realtime view of the current support and
service activities with summaries of personnel andgroup workloads. This allows appropriate
utilization and selection of resources when assigning or escalation requests.
2.4.1.4 Core Module 4: Management Information and Reporting
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Finally, the last core module Management Information and Reporting. Ardent Helpluz provides
an array of information for customer support and service managers to ensure performance and
customer satisfaction. The reporting tool provided in Ardent Helpluz allows users to customize
reports according to their needs. Additionally, managers needing real-time information to
facilitate resource management and to help define resolution activities on-the-fly will be
provided with latest statistical views on the requested data on screen.
2.5 Service Support: ITIL Operational Processes

The five disciplines of the ITIL (Information Technology Infrastructure Library)Service Support
are Release Management, Configuration Management, Incident Management, Problem
Management and Change Management. Figure 1 presents the relationships between each of the
five processes.
Figure 1: Operational Processes
2.5.1 Configuration Management

ITIL (Information Technology Infrastructure Library)defines the notion of configuration item
(CI) to refer to all the components that are or are to be part of the IT infrastructure. The objective
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of Configuration Management is to manage the IT infrastructure by identifying, recording and
controlling all configuration items.
2.5.2 Incident Management

The incidents can include failures, questions or queries reported by users that contact service
desk, and are categorized to identify who should work on them and for trend analysis. They are
prioritized according to urgency of the incident and to its business impact. Incidents can also be
automatically detected and reported by event monitoring tools (ITIL, 2016).
If an incident cannot be solved fast in order to comply with Service Level Agreement (SLA), it is
escalated. There is a functional escalation that passes the incident to a technical support team
with appropriate skills and hierarchical escalation which engages the appropriate levels of
management. As soon as the incident has been solved from a technical perspective, the service
desk ensures that the end-user is satisfied and working as he was, before the incident is
considered”closed”. In order to improve the incident management process, it is fundamental to
have an Incident Management tool for an efficient, effective and continual improvement (ITIL,
2016).
The key steps in ITIL (Information Technology Infrastructure Library)standard Incident
Management Process are: Identification and Logging, Classification and Prioritization,
Investigation and Diagnosis, Resolution and Recovery and Incident Closure. The process
includes thefollowing steps:
Incident identification: we cannot start working on an incident until is known that an incident
hasoccurred. As far as possible, all key components should be monitored so that failures are
detectedearlier and the incidents could be resolved before they have impact on users. It is
unacceptable,from a business point-of-view, to wait until a user is impacted and contacts the
Service Desk.
Logging and categorization: all incidents must be fully logged and date/time stamped,
regardless ofwhether they are raised through Service Desk or automatically detected via a
monitoring alarm.All relevant information relating to the incident must be logged to maintain a
full historical record.
Incident prioritization: another important aspect of logging every incident is to agree and
allocatean appropriate prioritization code, as this will determine how the incident is handled by
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support.Prioritization can normally be determined by taking into account both the urgency of the
incident (how quickly the business needs a resolution) and the level of impact it is causing
(number ofusers being affected). The priority of an incident may be dynamic, if circumstances
change or ifan incident is not resolved within SLA target times, the priority must be changed to
reflect the newstatus.
Investigation and diagnosis: when an incident is just a user seeking some information, the
ServiceDesk should be able to respond to the user quickly and close the service request.
However, if it isa fault being reported, this is an incident and may require some diagnosis and
investigation. Eachof the support groups involved with the incident handling will then
investigate and diagnose whathas gone wrong, and all support activities should be documented in
the incident record, in orderto keep a complete historical record of all activities and help on
future related incidents.
Resolution and recovery: when a potential resolution has been identified, this should be applied
andtested. Even when a resolution has been found, sufficient testing must be performed to
ensurethat recovery action is complete and that the service has been fully restored to the users.
Incident closure: when the incident is fully resolved it should be passed back to the Service
Desk for closure action, which includes: checking if the incident’s categorization was correct;
providing a user satisfaction survey; to document the incident and its resolution; to register if it is
an ongoing or recurring problem and decide whether any preventive action is necessary; and to
formally close the Incident Record.
2.5.3 Problem Management

A problem is defined in ITIL (Information Technology Infrastructure Library)as a condition that
has been defined, identified from one large incident or many incidents exhibiting common
symptoms for which the cause is unknown. A known error is defined as a condition identified by
successful diagnosis of the root cause of a problem when it is confirmed that aconfiguration item
(CI) is at fault. The objective of Problem Management is to ensure the stability of the IT services
by identifying and removing known errors in the IT infrastructure. The high level activities are:
Problem Control, Error Control, Proactive Problem Management, and Management Information.
2.5.4 Change Management
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A change is an action that results in a new status for one or more configuration item (CI). A
request for change (RFC) is the main input to the Change Management Process. The objective of
Change Management is to ensure that standardized methods and techniques are used for efficient
and immediate handling of all the changes to the IT infrastructure while minimizing change
related incidents. The high level activities are: Acceptance and Classification, Assessment and
Planning, Authorization of changes, Control and Coordination, Evaluation.
2.5.5 Release Management

The objective of Release Management is to ensure that only authorized and correct versions of
software are made available for operation. The high level activities are: Release Planning,
Distribution and Implementation of software and hardware into production, Management of
Definitive Software Libraries and Definitive Hardware Store.
2.5.6 Service Level Management

Service Level Management ensures continual identification, monitoring and reviewing of the
optimally agreed levels of IT services as required by the business. This is done in close
cooperation between the IT services providers and the customers. The high level activities are:
Establish Function, Implement SLAs, Manage Ongoing Process, Review Periodically(itSMF).
2.5.7 Capacity Management

Capacity Management supports the optimum and cost effective provision of IT services by
helping organizations match their IT resources to the business demands. The high level activities
are: Application Sizing, Workload Management, Demand Management, Modeling, Capacity
Planning, Resource Management, and Performance Management.
2.5.8 Availability Management

Availability Management allows organizations to sustain the IT service availability in order to
support the business at a justifiable cost. The high level activities are: Realize Availability
Requirements, Compile Availability Plan, Monitor Availability, and Monitor Maintenance
Obligations.
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2.5.9IT Continuity Management
IT Continuity Management helps to ensure the availability and rapid restoration of IT services in
the event of a disaster. The high level activities are: Risk Analysis, Manage Contingency Plan
Management, Contingency Plan Testing, and Risk Management.
2.6 Escalation Management
Escalation management is widely used for IT service management. Escalation management is
also partof the ITIL (Information Technology Infrastructure Library)recommendations. Carefully
created escalation processes can ensure that unresolved problems don't linger and issues are
promptly addressed(Long, 2008). Using Escalation Management can re-prioritize, reassign, and
monitor a situation to a satisfactory completion. There are two types of escalations:
Hierarchical Escalation
Hierarchical escalation is used to ensure attention for notification or to take any necessary action.
1st level support is unable to resolve the issue so it is escalated to 2nd level support. In case they
are also not able to solve the issue they are escalating it to 3rd level support and soon until the
issue is resolved(ITIL, 2012).
Functional Escalation
Functional escalation is used in case that the support team is unable to resolve the issue or stick
within the agreed timeline (targeted time for resolution is exceeded). If should an escalation
management of the organization be effective, the priorities need to be setproperly as well as the
escalation process needs to be shared with all stakeholders. Priority is a result of a combination
of importance and urgency.
Escalation Management and Incident Management Process
Escalation management is mostly used in incident management process. Incident is something
thatneeds to be resolved immediately. This can either be via a permanent fix, a workaround or a
temporary fix. An example of an incident would be a broken network cable. If a disruption is
planned, for example a scheduled maintenance, this is not an incident. The outage should not be
counted as part of the unavailability. If the scheduled outage exceeds the planned schedule than
theovertime for the outage becomes an incident(Malega, 2014).
Incident Management
Incident management process is used to restore normal service operation as quickly as possible
andminimize the adverse impact on business operations. Using the incident management process
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is increasing the visibility and communication of incidents, maintain user satisfaction with the
quality of IT services(Straka. 2005).
Incident management process is managed and covered by incident managers. They are
accountable foridentifying the process gaps, informing the stakeholders about the incident
lifecycle, urging the resolution of the incidents and activating the stakeholders.(Naumov, 2007)
Figure 2: Incident Management Process
2.7 Requirements For Service Management Platform
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The rapid growth of the global computer and telecommunication networks has increased the
demand for more distributed and large scale network and systems management applications.
Management applications are expected to manage geographically dispersed networks and
services with very complex heterogeneous computer and telecommunication resources and to
achieve consistent, reliable and transparent access and update to these resources. A crucial issue
for the industry is to employ new technologies to guarantee that the global network of resources
can be shared and managed by applications in a consistent and efficient manner. The increased
demand to manage large scale distributed telecommunication services applications in a
heterogeneous environment has not been met due to the limitations of the existing systems
management technology. The current models of network and systems management (OSI or
SNMP) are not designed for meeting today’s management requirements. New models are being
sought by different technologydevelopment bodies such as official and industry standards bodies
as well as industrial consortia.
In general terms, the new model must meet the following requirements for the management
systems to manage today’s telecommunication service applications. These requirements can be
grouped into: Common requirements for distributed platform
 Distribution: telecommunication applications are geographically distributed. Hence, the
management applications should also be distributed. This requires the management
platform to support highly distributed management applications by providing distributed
environment and distributed services.
 Scalability: ever increasing size of resources, information, services and networks to be
managed has required the management platform to be scalable.
 Heterogeneity: the extremely diversified types of resources and computer systems in the
management domain requires the management platform to handle heterogeneous systems.
 Common Services: some distributed services are common to many distributed applications.
A platform which supports these common services will greatly reduce the complexity of
application development.
Special requirements for service management platform
27
 Consistency: data consistency is a very important issue in distributed telecommunication
service management applications. The service management platform needs to have the
ability to support a consistent data model.
 Service Integration Support: The provision of support for service integration is a new issue
for management platforms. Service management functions are required so new services can
be easily introduced and managed, and existing services can be integrated.
 Interoperability: Inter-operate with different business domains and administrative
authorities with different enterprise policies, business focuses, underlying technological
framework and organizational infrastructure.
All these factors have greatly increased the complexity of today’s distributed applications and
have also increased the complexity of management functions for such applications. To face this
new challenge, both the standards bodies and the industry are looking in new directions to
provide a more powerful technology framework to meet these requirements.
28
CHAPTER THREE
METHODOLOGY
3.1 Research Methodology
The chapter introduced the concept of software engineering and design of solution for the project
challenges. The method of software development, analysis and design for the service desk
management system is a waterfall model technique for software development life cycle.
Methodology is the underlying principles and rules that govern a system method, on the other
hand it is a systematic procedure for a set of activities. Thus, from these definitions a
methodology encompasses the methods used within a study.
3.2 System Development Life Cycle: Waterfall Model

A waterfall model under the software development life cycle (SDLC) is the methodology used to
design and implement the service desk management system. It is used by system developers to
produce or alter information systems or software.This development process is usually divided
into several stages or processes. After the completion of one stage, it will logically move to
another stage. Sometimes moving back to the previous stage is necessary due to failure that
occurs in current stage.
3.3 Problem Analysis of Existing System

During this phase, the study was done on the organization’s current processes, procedures and
the information systems used to perform tasks such as customer's request registration, incident
details, complain processes and resolutions, reassignment form, and feedback report. This sub-
phase involves a careful study of the current application software systems that will be improved
with add-on features. Below are the limitations of the existing solution used to manage
customers and staff requests at the service desk units.
 Adservio application cannot identify the particular user that reassigned a ticket to another
user.
29
 Users or (staffs) are not able to raise a ticket on their own including attachments using
adservioapplication.
 The owner of the request is not able to re-open a ticket if not satisfied.
3.3.1 Solution Requirement Analysis

 The system allows the users to register with their email Id or contact number and create a
new request for problem resolution.
 The web application should allow the staffs to confirm service request from the help desk
support team and view the feedback to every request and to re-open ticket raised if
dissatisfied.
 The application should allow the administrator to escalate /assign job request to the technical
unit for quick response.
 The system should allow the administrator to maintain and manage all service requests, work
unit processes and all feedback from the users.
 The system should force the users to login in order to access their profile page and to reduce
call request.
 The system must protect the staffs' privacy and staff record from unauthorized users.
3.3.2 Use Case Modules

 Administrator Module:
This module enables the administrator to manage the application of all users and roles
assignment to every units of the service desk system. It also manages user account
information and setup work units and ticket request management.
 Front-End User Module:

This allows the Front-End users to create user account, raise ticket for complain and
manage user account profile for an updates. Users can manage their own dashboard, also
interact with the concerned unit for problem resolutions.
 Application User Module:
30
This module is a dashboard profile page that allows technical users to view ticket raised
and response to resolve issues following the complaint ticket requests.
3.3.3 Use Case Analysis

These diagrams present a high level view of how the system is used as viewed from an outsider’s
(actor’s) perspective. A use-case diagram may depict all or some of the use cases of a system.
31
Figure 3 Use case diagram
CHAPTER FOUR
DESIGN AND IMPLEMENTATION
This chapter is aimed at designing the system and implementation of the design system. The
implementation illustrates how the Staff, Application and Admin user of the system set up the
32
system for usage and testing of data sets for the Service desk management system. It also shows
the demonstration of this design software and a representation of the things the
administrator/Staff will see when the software is in use.
4.1 Designof System

An object contains encapsulated data and procedures grouped together to represent an
entity.Object-oriented databases makes the promise of reduced maintenance, code reusability,
real world modeling, and improved reliability and flexibility. However, a data representation for
system analysis is a model of object-oriented database entities and data conceptualization.
4.1.1 Conceptual Model

The result of object-oriented analysis, it captures concepts in the problem domain. The
conceptual model is explicitly chosen to be independent of implementation details, such as
concurrency or data storage. The diagram below illustrate the conceptual diagram of service desk
system.
Figure 4 Conceptual Diagram for Service Desk Management System
33
4.1.2 Entity Relational Diagram (ERD)
Service desk management system process can be illustrated using an entity relationship diagram
using a design tools called MS-Visio application for the illustration. The operation for Service
desk management system can be analyzed using the ER diagram below.
Figure 5 Entity Relationship Diagram(ER-Diagram)
34
4.2 Relational Data Model
A data model is an abstract model that describes how data is represented and used. If an object
database is not used, the relational data model is usually created before the design, since the
strategy chosen for object-relational mapping is an output of the Object Oriented design process.
The figure below is the data relational model for Service desk management system.
35
Figure 6 Logical Data model
36
4.3 Hardware Requirement System
For effective operation of the newly designed system, the following minimum hardware support
specifications are recommended for the smooth running of the system.
 Core i-series or higher
 The minimum Random Access Memory (RAM) should be 2024MB.
 The system should have a hard disk of at least 200GB.
 The mouse, keyboard and printer are also required.
The listed configurations are the minimum requirements, but if the configurations are of higher
versions, the processing derived will definitely be better and the program will run faster.
4.4 Software Requirement system

The following specification is needed:
 Operating system- Certified distribution of Windows.
 Front end- Microsoft Visual Studio 2010.
 Back end- Sqlexpress Management Studio
4.5 Non Functional Requirement

A Non functional requirement such as operational requirements are those statements that identify
the essential capabilities, associated requirements, performance measures, and the process or
series of actions to be taken in effecting the results that are desired in order to address mission
area deficiencies, evolving applications or threats, emerging technologies, or system cost
improvements.
4.6 Integration and Testing

During system testing it can evaluate the system’s compliance with its specified requirements
according to the system design. Furthermore, several testing activities in system testing test not
only the design of the system, but also the behavior and the expected result from the user-end. It
is necessary to start planning for both testing and installation as early as the project planning and
selection phase, because they both require extensive analysis in order to develop exactly the right
approach.
37
4.7 Maintenance
There are some issues which come up in the system-user environment. To fix those issues
patches are released. Also to enhance the product some better versions are released. Maintenance
is done to deliver these changes in the customer environment.
4.8 Discussion of Result

The following screenshots show our web application for Service desk management system
application running on a standard PC (Intel core i3, Windows 7)
Figure 7 Login Page

The (figure 7) show the login page for the application to authenticate users and redirect them to
appropriate page for Administration control and staff management.
38
Figure 8 Dashboard page for Admin
The (figure 8) is admin home page for the portal system and user can perform different tasks.
39
Figure 9 User Profile page
The (figure 9) is user profile page for the portal system and user can edit account of log
information.
.
40
Figure 10 Resolution page
The above (figure 10) shows the resolution page for ticket resolved and alert for successful
resolution.
41
Figure 11 New Resolution Unit Setup view page by admin
4.9 Testing and Debugging

All the units developed in the implementation phase are integrated into a system after testing of each unit.
Post integrationof the entire system is tested for any faults and failures. During testing, programmers and
analysts test individual programs and the entire system in order to find and correct errors. During
installation, the new system becomes a part of the daily activities of the organization. Application
software is installed, or loaded, on existing or new hardware, then users are introduced to the new system
and trained.
42
CHAPTER FIVE
SUMMARY AND CONCLUSION
5.1 Summary
In this project, a conceptual model for a web-basedservice desk management System for
supporting IT driven industries was developed.The development also has support for requesting
the service of the technical team on the intranet environment which can also be enhanced
provided a reliable cloud/internet platform is maintained to secure and protect any operation
from an unauthorized person.
5.2 Conclusions
The aim of this project work was to design a web-basedservice desk management System using
visual studio development tools (C#, Html, CSS, SQL server and JavaScript) with the aim of
improving quality service desk processes. Major Goals that are achieved by the software are
instant access, improved productivity, optimum utilization of resources, efficient management of
records, simplification of the operations, less processing time and getting required information,
user friendly, portable and flexible for further enhancement.Application software has been
computed successfully and was also tested successfully by taking “ticket cases”. It is user
friendly, and has required options, which can be utilized by the user to perform the desired
operations. Application software meets the information requirements specified to a great extent.
The system has been designed keeping in view the present and future requirements in mind and
made very flexible. This system will help us reduce the human mistakes which were done in the
existing system.
5.3 Recommendation
Regular monitoring, application review and continual improvement of program terms and
operation should be designed into complain service management initiatives from the outset.
When and how often the monitoring and staffs' opinion should be factored into the upgrade for a
more reliable service delivery and high turnover. Also, the application should be enhanced to
handle ticket being raised outside the organization(i.eUsers (staffs) outside the office (LAN)
network should be able to raise their request online).
43
REFERENCES
Grembergen,W.V.(2004), "Strategies for Information Technology Governance", Idea Group
Publishing, 2004.
ITGI (2006),IT Governance Institute, "Control Objectives for Information and related
Technology (CobiT) 3rd Edition", 2006
ITGI (2007)- IT Governance Institute CobiTQuickstart Rolling Meadows, IL, IT Governance
Institute, 2007.
ITSMF ISO/IEC 20000 Certification- Certified Organisations
URL: http://www.isoiec20000certification.com/lookuplist.asp?Type=9.
Low S.P, (2005) Help Desk Management System, (2005):
http://www.umpir.ump.edu.my/3714/1/LOW_SIEW_PEI.PDF
Malega, P. (2014), Escalation Management as the Necessary Form of Incident Management
Process, Vol. 5, No. 8 August 2014 ISSN 2079-8407, Journal of Emerging Trends in
Computing and Information Sciences.
Mathias S., (2004) IT Service Management and IT Governance: Review, Comparative Analysis
and their Impact on Utility Computing. Trusted Systems Laboratory HP Laboratories
Palo Alto HPL-2004-98, June 2, 2004
Mei-Lien, L. and Green, R.D. (2010). A Mediating Influence on Customer Loyalty: The Role of
Perceived Value, Journal of Management and Marketing Research, Retrieved from:
http://www.aabri.com/manuscripts/10627.pdf
Naumov, I.V.(2007) Mechanisms of growth of innovative activity of municipalities. Pre-print. –
Yekaterinburg: Institute economy of Ural department of Russian Academy of Sciences, 59
p.,2007.
OGC / HMSO,(2000) "Best Practice for Service Support", The Stationery Office, 2000.
44
OGC / HMSO, (2000) "Best Practice for Service Delivery", The Stationery Office, 2000.
Oluwo, A.D. (2007). The Professional Approach to Building Long-term Customer Relationship,
The Charted Marketer, Vol 2, No 1, July-December, 31-32.
Oyeniyi, J.O. and Abiodun, J.A. (2010). Switching Cost and Customer Loyalty in the Mobile
Phone Market: The Nigerian Experience. Business Intelligence Journal 3(1), 111-
121.
Schiffman, L. and Kanuk, L. (2007). ConsumerBehaviour. New Jersey: Pearson Education Inc.
Straka, Ľ. (2005): New Trends in Technology System Operation. Proceedings of the 7th
conference withinternational participation:Prešov, Slovak Republic 20.-21. October
2005, Košice: p. 385.
Young,C.M(2004) "An Introduction to IT Service Management.", in Research Note, COM-10-
8287, Gartner, 2004.
45
APPENDICES
CODE LISTING
<%@ Page Language="C#" AutoEventWireup="true" CodeBehind="login.aspx.cs"
Inherits="webticketapp.login" %>
<!DOCTYPE html>
<html>
<head>
<meta charset="utf-8">
<meta name="viewport" content="width=device-width, initial-scale=1">
<title>Service Desk Forms</title>
<link href="css/bootstrap.min.css" rel="stylesheet">

<link href="css/datepicker3.css" rel="stylesheet">
<link href="css/styles.css" rel="stylesheet">

</head>
<body>
<center>
<form id="Form1" role="form" runat="server">
<div class="row">
<div class="col-xs-10 col-xs-offset-1 col-sm-8 col-sm-offset-2 col-md-4
col-md-offset-4">
<div class="login-panel panel panel-default">
<div class="panel-heading">Service Desk Application
Portal</div>
<div class="panel-body">
<div class="form-group">
<label>Email Id</label>
46
<asp:TextBox ID="txtuser"
runat="server" CssClass="form-control" Width="250px"></asp:TextBox>
</div>
<label>Password</label>
<asp:TextBox ID="txtpwd"
runat="server" CssClass="form-control"
TextMode="Password" Width="250px"></asp:TextBox>
</div>
<asp:Button ID="Button1" runat="server"

Text="Login"
CssClass="btnbtn-primary" onclick="Button1_Click" />
</div>
</div>
</div>
</div>
</form>
</center>
<script src="js/jquery-1.11.1.min.js"></script>
<script src="js/bootstrap.min.js"></script>
<script src="js/chart.min.js"></script>
<script src="js/chart-data.js"></script>
<script src="js/easypiechart.js"></script>
<script src="js/easypiechart-data.js"></script>
<script src="js/bootstrap-datepicker.js"></script>
<script>
!function ($) {
$(document).on("click", "ul.navli.parent> a >span.icon", function () {
$(this).find('em:first').toggleClass("glyphicon-minus");
});
$(".sidebar span.icon").find('em:first').addClass("glyphicon-plus");
} (window.jQuery);
47
$(window).on('resize', function () {
if ($(window).width() > 768) $('#sidebar-collapse').collapse('show')
})
if ($(window).width() <= 767) $('#sidebar-collapse').collapse('hide')
})
</script>
</body>
</html>
using System;
using System.Collections.Generic;
using System.Linq;
using System.Web;
using System.Web.UI;
using System.Web.UI.WebControls;
namespace webticketapp
{
public partial class ticketowned2 : System.Web.UI.Page
{
dbticketDataContextdb = new dbticketDataContext();
protected void Page_Load(object sender, EventArgs e)
{
try
{
if (!IsPostBack)
{
txtdat1.Text = DateTime.Now.ToShortDateString();
var d1 = (from ln in db.ticket_infos
join pc in db.ticket_requests_forms
on ln.ticket_class_details equals pc.ticket_class_details
orderbypc.time_raised
select new { pc.ticket_id, ln.resolution_unit,
pc.ticket_class_details, pc.time_raised, pc.department, pc.status, pc.email_id,
pc.resolutor, pc.priority, pc.escalated });
48
// Session["appid"] = findapp(Session["refno"].ToString());
GridView1.DataSource = d1.Where(x =>x.email_id ==
Session["email"].ToString()).ToList();
GridView1.DataBind();
int count = 0;
count = GridView1.Rows.Count;
for (int i = 0; i< count; i++)
{
GridView1.Rows[i].Cells[0].Text = (i + 1).ToString();
}
}
}
catch
{
Response.Write("<script>alert('Session TimeOut')</script>");
}
}
protected void Button1_Click(object sender, EventArgs e)
{
//
GridView1.DataSource = d1.Where(x =>x.status == DropDownList1.SelectedValue
&&x.email_id == Session["email"].ToString() && (x.time_raised.Value.Date>=
DateTime.Parse(txtdat1.Text) &&x.time_raised.Value.Date<=
DateTime.Parse(txtdat2.Text))).ToList();
int count = 0;
49
{
}
}
}
}
<%@ Page Title="" Language="C#" MasterPageFile="~/user.Master" AutoEventWireup="true"

CodeBehind="WebForm1.aspx.cs" Inherits="webticketapp.WebForm1" %>
<asp:Content ID="Content1" ContentPlaceHolderID="head" runat="server">
</asp:Content>
<asp:Content ID="Content2" ContentPlaceHolderID="ContentPlaceHolder1" runat="server">
<div class="row">
<div class="col-xs-12 col-md-6 col-lg-3">
<div class="panel panel-blue panel-widget ">
<div class="row no-padding">
<div class="col-sm-3 col-lg-5 widget-left">
<svg class="glyph stroked bag"><use
xlink:href="#stroked-bag"></use></svg>
</div>
<div class="col-sm-9 col-lg-7 widget-right">
<div class="large"></div>
<div class="text-muted"><a
href="newticketraise.aspx">Raise Ticket</a></div>
</div>
</div>
</div>
</div>

<div class="panel panel-teal panel-widget">
<svg class="glyph stroked male-user"><use
xlink:href="#stroked-male-user"></use></svg>
</div>
50
href="edituser1a.aspx">User Profile</a></div>
</div>
</div>
</div>
</div>
<div class="panel panel-red panel-widget">
<svg class="glyph stroked app-window-
with-content"><use xlink:href="#stroked-app-window-with-content"></use></svg>
</div>
href="ticketowned2.aspx">Tickets I Owned</a></div>
</div>
</div>
</div>
</div>
</div>
<div class="col-lg-12">
<h1 class="page-header">
Recent Ticket Raised</h1>
</div>
<div class="row">
<div class="col-lg-12">
<div class="table-responsive">
<asp:GridView ID="GridView1" runat="server" AutoGenerateColumns="False" Width="850px">
<Columns>
<asp:BoundFieldHeaderText="No" />
<asp:BoundFieldDataField="ticket_id" HeaderText="Ticket Id" />
<asp:BoundFieldDataField="ticket_class_details" HeaderText="Ticket Class" />
<asp:BoundFieldDataField="Resolution_unit" HeaderText="Owner" />
<asp:BoundFieldDataField="priority" HeaderText="Severity" />
<asp:BoundFieldDataField="department" HeaderText="Department" />
51
<asp:BoundFieldDataField="status" HeaderText="Status" />
<%--<<asp:ButtonField Text="View Details" CommandName="rm" ButtonType="Button"
ControlStyle-BackColor="#99CC00" />
asp:ButtonField Text="Re-Assign Ticket" CommandName="res" ButtonType="Button"
ControlStyle-BackColor="#33CCFF" />--%>
</Columns>
</asp:GridView>
</div>
</div>
</div>
</asp:Content>
<%@ Master Language="C#" AutoEventWireup="true" CodeBehind="home.master.cs"

Inherits="webticketapp.home" %>
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN"

"http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html>
<head id="Head1" runat="server">
<meta charset="utf-8">
<meta name="viewport" content="width=device-width, initial-scale=1">
<title>Service Desk - Dashboard</title>
<link href="~/Styles/Site.css" rel="stylesheet" type="text/css" />

<link href="css/bootstrap.min.css" rel="stylesheet">
<link href="css/datepicker3.css" rel="stylesheet">
<link href="css/styles.css" rel="stylesheet">

<script src="js/lumino.glyphs.js"></script>

<asp:ContentPlaceHolder ID="head" runat="server">
52
</asp:ContentPlaceHolder>
</head>
<body>
<form id="form1" runat="server">
<asp:ScriptManager ID="ScriptManager1" runat="server">
</asp:ScriptManager>
<nav class="navbar navbar-inverse navbar-fixed-top" role="navigation">

<div class="container-fluid">
<table style="width: 500px;">
<tr>
<td>
<asp:Image ID="Image1" runat="server" ImageUrl="~/screenview/lo.jpg"
Height="49px" Width="52px"></asp:Image>
</td>
<td width="400" align="center" valign="top">
<a class="navbar-brand" href="#"><span>
<h4 style="font-size: xx-large; color: #FFFFFF; font-family: 'Times New Roman'">Service
Desk</span> Portal</h4></a>
</td>
</tr>
</table>
<div class="navbar-header">
<%-- <div class="clear hideSkiplink">--%>

<div class="clear hideSkiplink">
<asp:Menu ID="NavigationMenu1" runat="server" CssClass="menu"
EnableViewState="False" IncludeStyleBlock="False" Orientation="Horizontal"
Font-Bold="True" Font-Size="9pt" Visible="False">
<Items>
<asp:MenuItemNavigateUrl="index1.aspx" Text="Home"/>
<asp:MenuItemNavigateUrl="~/newticket2.aspx" Text="Raise Ticket" Value="User">
</asp:MenuItem>
53
<asp:MenuItemNavigateUrl="~/viewalltickets.aspx" Text="View All Raised Tickets"
Value="View All Raised Tickets"></asp:MenuItem>
<asp:MenuItemNavigateUrl="~/newuser.aspx" Text="Create Staff User" Value="Create Staff
User"></asp:MenuItem>
<asp:MenuItemNavigateUrl="~/edituser2.aspx" Text="Profile"
Value="Profile"></asp:MenuItem>
<%--<asp:MenuItemNavigateUrl="~/ticketresolve.aspx" Text="Resolve Ticket" Value="Resolve
Ticket"></asp:MenuItem>
--%><asp:MenuItemNavigateUrl="listusers.aspx" Text="List All
Users" Value="List All Users"></asp:MenuItem>
<asp:MenuItemNavigateUrl="list_openticket.aspx" Text="Open Ticket" Value="Open
<asp:MenuItemNavigateUrl="~/setupcourse.aspx" Text="Setup Departments" Value="Setup
Departments"></asp:MenuItem>
<asp:MenuItemNavigateUrl="~/viewallticket1.aspx" Text="Re-Assign Ticket" Value="Re-Assign
<asp:MenuItemNavigateUrl="login.aspx" Text="Logout" Value="Logout"></asp:MenuItem>
<asp:MenuItemNavigateUrl="allfbview.aspx" Text="All Feedbacks" Value="All
Feedbacks"></asp:MenuItem>
<asp:MenuItemNavigateUrl="~/createticket_class.aspx" Text="Setup Ticket Class"
Value="Setup Ticket Class"></asp:MenuItem>
</Items>
</asp:Menu>
<asp:Menu ID="NavigationMenu" runat="server" CssClass="menu"
EnableViewState="False" IncludeStyleBlock="False" Orientation="Horizontal"
Font-Bold="True" Font-Size="9pt" Visible="False">
<Items>
<asp:MenuItemNavigateUrl="~/newticket2.aspx" Text="Raise Ticket" Value="User">
</asp:MenuItem>
<asp:MenuItemNavigateUrl="~/viewalltickets.aspx" Text="View All Raised Tickets"
Value="View All Raised Tickets"></asp:MenuItem>
<asp:MenuItemNavigateUrl="~/edituser2.aspx" Text="Profile"
Value="Profile"></asp:MenuItem>
<asp:MenuItemNavigateUrl="~/ticketresolve.aspx" Text="Resolve Ticket" Value="Resolve
<asp:MenuItemNavigateUrl="list_openticket.aspx" Text="Open Ticket" Value="Open
<asp:MenuItemNavigateUrl="~/viewallticket1.aspx" Text="Re-Assign Ticket" Value="Re-Assign
54
<%-- <asp:MenuItemNavigateUrl="~/allclosed.aspx" Text="Marked as Resolved" Value="Marked
as Resolved"></asp:MenuItem>
--%><asp:MenuItemNavigateUrl="allfbview.aspx" Text="All Feedbacks"
Value="All Feedbacks"></asp:MenuItem>
</Items>
</asp:Menu>
</div>
<%-- </div>--%>
</div>
</div>

</nav>
<%--<div id="sidebar-collapse" class="col-sm-3 col-lg-2 sidebar">
<input type="text" class="form-control" placeholder="Search">
</div>
<%--<ul class="nav menu">

<li class="active"><a href="#"><svg class="glyph stroked dashboard-
dial"><use xlink:href="#stroked-dashboard-dial"></use></svg> Dashboard</a></li>
<li><a href="edituser1a.aspx"><svg class="glyph stroked pencil"><use
xlink:href="#stroked-pencil"></use></svg>Edit Staff User</a></li>
<li><a href="newticketraise.aspx"><svg class="glyph stroked
star"><use xlink:href="#stroked-star"></use></svg> Raise Ticket</a></li>
<li><a href="viewallticket2.aspx"><svg class="glyph stroked star"><use
xlink:href="#stroked-star"></use></svg> View All Raised Tickets</a></li>
<li><a href="allclosed2.aspx"><svg class="glyph stroked table"><use
xlink:href="#stroked-table"></use></svg> All Closed Ticket</a></li>
<li><a href="viewdetail22.aspx"><svg class="glyph stroked app-window"><use
xlink:href="#stroked-app-window"></use></svg> Escalate Ticket</a></li>
<li class="parent">
<a href="#">
<span data-toggle="collapse" href="#Ul1"><svg
class="glyph stroked chevron-down"><use
xlink:href="#stroked-chevron-down"></use></svg></span> Ticket Reports
55
</a>
<ul class="children collapse" id="Ul1">
<li>
<a class="" href="allfbview.aspx">
<svg class="glyph stroked chevron-
right"><use xlink:href="#stroked-chevron-right"></use></svg> All Feedbacks
</a>
</li>
<li>
<a class="" href="viewescalated2.aspx">
<svg class="glyph stroked chevron-
right"><use xlink:href="#stroked-chevron-right"></use></svg> Escalate Tickets
</a>
</li>
</ul>
</li>
<li role="presentation" class="divider"></li>
<li><a href="login.aspx"><svg class="glyph stroked male-user"><use
xlink:href="#stroked-male-user"></use></svg> Login</a></li>
</ul>
</div>--%>--%>
<div class="col-sm-9 col-sm-offset-3 col-lg-10 col-lg-offset-2 main">
<div class="row">
<ol class="breadcrumb">
<li><a href="#"><svg class="glyph stroked home"><use
xlink:href="#stroked-home"></use></svg></a></li>
<li class="active">Service Desk Portal</li>
</ol>
</div>
<div>
<asp:ContentPlaceHolder ID="ContentPlaceHolder1" runat="server">
56
</asp:ContentPlaceHolder>
</div>
</div> 
</form>
<script src="js/jquery-1.11.1.min.js"></script>
<script src="js/bootstrap.min.js"></script>
<script src="js/chart.min.js"></script>
<script src="js/chart-data.js"></script>
<script src="js/easypiechart.js"></script>
<script src="js/easypiechart-data.js"></script>
<script src="js/bootstrap-datepicker.js"></script>
<script>
$('#calendar').datepicker({
});
!function ($) {
$(document).on("click", "ul.navli.parent> a >span.icon", function () {
$(this).find('em:first').toggleClass("glyphicon-minus");
});
$(".sidebar span.icon").find('em:first').addClass("glyphicon-plus");
} (window.jQuery);
if ($(window).width() > 768) $('#sidebar-collapse').collapse('show')
})
if ($(window).width() <= 767) $('#sidebar-collapse').collapse('hide')
})
</script>
</body>
</html>
using System;
using System.Linq;
57
using System.Web;
{
public partial class createticket_class : System.Web.UI.Page
{
{
if (!IsPostBack)
{
dpunit.DataSource = db.work_units.ToList();
dpunit.DataBind();
GridView1.DataSource = db.ticket_infos.ToList();
int count = 0;
}
}

{
ticket_info tb = new ticket_info();
tb.severity = dpseverity.SelectedValue;
tb.resolution_unit = dpunit.SelectedValue;
tb.ticket_class = dpclass.SelectedValue;
string str = dpclass.SelectedValue + "- " + txtdetails.Text;
tb.ticket_class_details = str;
// if (str.Split("-").Count()==0)
58
if (txtdetails.Text != "" &&dpclass.SelectedValue != ""
&&dpclass.SelectedValue != "")
{
var d = db.ticket_infos.SingleOrDefault(x =>x.ticket_class_details==

str);
if (d == null)
{
db.ticket_infos.InsertOnSubmit(tb);
db.SubmitChanges();
Response.Write("<script>alert('Ticket details Registration was

Successful!!!')</script>");
}
else
{
d.severity = dpseverity.SelectedValue;
d.resolution_unit = dpunit.SelectedValue;
d.ticket_class = dpclass.SelectedValue;
// tb.ticket_class_details = txtdetails.Text;
db.SubmitChanges();
Response.Write("<script>alert('Ticket details already Registered!!!')</script>");
}
}
else
Response.Write("<script>alert('All input must be filled!!!')</script>");
int count = 0;
}
protected void GridView1_RowCommand(object sender, GridViewCommandEventArgs e)
59
{
if (e.CommandName == "rm")
{
int rec = Convert.ToInt32(e.CommandArgument);

//GridView1.Rows[rec].Cells[7].Visible = true;
GridViewRow row = GridView1.Rows[rec];
var d = db.ticket_infos.SingleOrDefault(x =>x.ticket_class_details ==
row.Cells[1].Text);
if (d != null)
{
txtdetails.Text = d.ticket_class_details;
dpclass.SelectedValue = d.ticket_class;
dpseverity.SelectedValue = d.severity;
dpunit.SelectedValue = d.resolution_unit;
}
}
if (e.CommandName == "del")
{

var d = db.ticket_infos.SingleOrDefault(x =>x.ticket_class_details ==
row.Cells[1].Text);
if (d != null)
{
db.ticket_infos.DeleteOnSubmit(d);
db.SubmitChanges();
}
int count = 0;
}
60
}
}
}
<?xml version="1.0"?>

<configuration>
<connectionStrings>
<add name="ApplicationServices" connectionString="data source=.\SQLEXPRESS;Integrated
Security=SSPI;AttachDBFilename=|DataDirectory|\aspnetdb.mdf;User Instance=true"
providerName="System.Data.SqlClient" />
<add name="dbticketConnectionString" connectionString="Data Source=.\
SQLEXPRESS;AttachDbFilename=|DataDirectory|\dbticket.mdf;Integrated Security=True;Connect
Timeout=30;User Instance=True"
<add name="dbticketConnectionString1" connectionString="Data Source=.\
SQLEXPRESS;AttachDbFilename=|DataDirectory|\dbticket.mdf;Integrated Security=True;User
Instance=True"
</connectionStrings>
<system.web>
<compilation debug="true" targetFramework="4.0">
<assemblies>
<add assembly="System.Design, Version=4.0.0.0,
Culture=neutral, PublicKeyToken=B03F5F7F11D50A3A"/>
<add assembly="System.Web.Extensions.Design, Version=4.0.0.0,
Culture=neutral, PublicKeyToken=31BF3856AD364E35"/>
<add assembly="System.Windows.Forms, Version=4.0.0.0,
Culture=neutral, PublicKeyToken=B77A5C561934E089"/></assemblies></compilation>
<authentication mode="Forms">
<forms loginUrl="~/Account/Login.aspx" timeout="2880"/>
</authentication>
<membership>
<providers>
<clear/>
61
<add name="AspNetSqlMembershipProvider"
type="System.Web.Security.SqlMembershipProvider"
connectionStringName="ApplicationServices" enablePasswordRetrieval="false"
enablePasswordReset="true" requiresQuestionAndAnswer="false" requiresUniqueEmail="false"
maxInvalidPasswordAttempts="5" minRequiredPasswordLength="6"
minRequiredNonalphanumericCharacters="0" passwordAttemptWindow="10" applicationName="/"/>
</providers>
</membership>
<profile>
<providers>
<clear/>
<add name="AspNetSqlProfileProvider"
type="System.Web.Profile.SqlProfileProvider" connectionStringName="ApplicationServices"
applicationName="/"/>
</providers>
</profile>
<roleManager enabled="false">
<providers>
<clear/>
<add name="AspNetSqlRoleProvider"
type="System.Web.Security.SqlRoleProvider" connectionStringName="ApplicationServices"
applicationName="/"/>
<add name="AspNetWindowsTokenRoleProvider"
type="System.Web.Security.WindowsTokenRoleProvider" applicationName="/"/>
</providers>
</roleManager>
</system.web>
<system.webServer>
<modules runAllManagedModulesForAllRequests="true"/>
</system.webServer>
</configuration>
using System;
using System.Linq;
using System.Web;
62
{
public partial class viewdetail22 : System.Web.UI.Page
{
{
try
{
if (!IsPostBack)
{
GridView1.DataSource = d1.Where(x =>x.status == "Open").ToList();
int count = 0;
{
}
}
}
catch
{
Response.Write("<script>alert('Session TimeOut')</script>");
63
}
}

{
GridView1.DataSource = d1.Where(x =>x.status == "Open" &&
(x.time_raised.Value.Date>= DateTime.Parse(txtdat1.Text) &&x.time_raised.Value.Date<=
DateTime.Parse(txtdat2.Text))).ToList();
int count = 0;
{
}
}
protected void GridView1_RowCommand(object sender, GridViewCommandEventArgs e)
{
if (e.CommandName == "rm")
{

//GridView1.Rows[rec].Cells[7].Visible = true;
Session["ticket"] = row.Cells[1].Text;
var d = db.ticket_requests_forms.SingleOrDefault(x =>x.ticket_id ==
Session["ticket"].ToString());
64
if (d != null)
{
d.escalated = "Yes";
db.SubmitChanges();
Response.Write("<script>alert('Ticket was Escalated to Administrator ')</script>");
}

GridView1.DataSource = d1.Where(x =>x.status == "Open" || x.escalated ==
"Yes").ToList();
int count = 0;
{
}
}
}
65
66

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A WEB BASED IT SERVICE DESK MANAGEMENT SYSTEM FOR

A PROJECT SUBMITTED TO THE

DEPARTMENT OF INFORMATION TECHNOLOGY

FACULTY OF SCIENCE AND TECHNOLOGY

NATIONAL OPEN UNIVERSITY OF NIGERIA (NOUN)

IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF

OLATUNJI MOSHOOD DATE

Computer Science with matriculation number NOU142233304and has satisfactorily completed

Science and Technology, National Open University of Nigeria (NOUN).

DR. OGUDE U.C. DATE

PROF. ROTIMI OGIDAN DATE

(Study Center Director)

PROF. SAHEED AJIBOLA DATE

(Dean, Faculty of sciences)

1.1 Background of Study 1

1.2 Problem Statement 2

1.3 Aim and Objectives 3

1.5 Significance of Study 3

1.6 Scope of Study 4

2.2 Customer Service, Customer Satisfaction and Customer Loyalty 5

2.2.1 Customer Service 5

2.2.2 Customer Satisfaction and Customer Loyalty 6

2.3 Problems Occurred in Today’s Help Desk Management system 7

2.3.1 Self-Service Centre 7

2.3.2 Self-Service Portal 8

2.4 The Complex Solution-Ardent Helpluz 9

2.4.1 Core Modules 9

2.4.1.1 Core Module 1: Service Request Management 9

2.4.1.2 Core Module 2: Support Level Management 10

2.4.1.3 Core Module 3: Support Resource Management 10

2.4.1.4 Core Module 4: Management Information and Reporting 10

2.5 Service Support: ITIL Operational Processes 11

2.5.1 Configuration Management 11

2.5.2 Incident Management 11

2.5.3 Problem Management 13

2.5.4 Change Management 13

2.5.5 Release Management 14

2.5.6 Service Level Management 14

2.5.7 Capacity Management 14

2.5.8 Availability Management 14

2.5.9 IT Continuity Management 14

2.6 Escalation Management 15

3.1 Research Methodology 19

3.2 System Development Life Cycle: Waterfall Model 19

3.3 Problem Analysisof Existing System 19

3.3.1 Solution Requirement Analysis 20

3.3.2 Use Case Modules 20

3.3.3 Use Case Analysis 21

DESIGN AND IMPLEMENTATION

4.1 Design of System 22

4.1.1 Conceptual Model 22

4.1.2 Entity Relational Diagram (ERD) 23

4.2 Relational data model 24

4.3 hardware requirement system 26

4.4 Software Requirements System 26

4.5 Non-Functional Requirement 26

4.6 Integration and Testing 26

4.8 Discussion of Result 27

SUMMARY AND CONCLUSION

The telecommunication industry is currently experiencing considerable change in its

1.2 Problem Statement(Using the Case ofGlobacom Telecommunication, Nigeria)

1.3 Aims and Objectives

1.5 Significance of Study