Optimizing IT Support Operations with Web Development at PT Global Loyalty Indonesia

  • Wirawan Istiono Universitas Multimedia Nusantara
  • Dwi Rianto Universitas Multimedia Nusantara
Keywords: IT Support, PT Global Loyalty Indonesia, Study case, Website System

Abstract

IT Support at the company PT Global Loyalty Indonesia is considered to have less effective performance and often does repetitive work, such as several problems that have been resolved before that require a lot of experiments, when the same thing happens on a different day, the time-consuming experimental actions will be carried out again, so that the completion of the work takes a long time, this is because there is no recording of the steps that have previously been carried out. In addition, work requests to IT Support are only done verbally without detailed data collection, besides that ineffective standard operating procedures make IT Support employees confused when problems occur that have never been experienced before, so the work process takes a long time. To overcome these problems, a website system was created using HTML, CSS, React JS and Bootstrap with the Agile development method. After the website was completed and applied to the IT Support section, it was obtained from the results of interviews by the head of IT Support, that the work in the section became more organized, more recorded and easier to monitor by the head of IT Support, besides that it was also stated by the head of IT Support that the website created was very helpful and made IT Support work easier, with an average user acceptance of 86.4% which was calculated using the user acceptance test method

Downloads

Download data is not yet available.

References

M. Andriani, H. Irawan, and N. Rizqa Asyura, “Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry,” Int. J. Eng. Sci. Inf. Technol., vol. 1, no. 4, pp. 13–18, 2021, doi: 10.52088/ijesty.v1i4.145.

R. S. Mor, A. Bhardwaj, S. Singh, and A. Sachdeva, “Productivity gains through standardization-of-work in a manufacturing company,” J. Manuf. Technol. Manag., vol. 30, no. 6, pp. 899–919, 2019, doi: 10.1108/JMTM-07-2017-0151.

K. Gaurav and B. K. Pradeep, “Impact of Agile Methodology on Software Development Process,” Int. J. Comput. Technol. Electron. Eng., vol. 2, no. 4, pp. 46–50, 2012, [Online]. Available: https://pdfs.semanticscholar.org/b7c4/48b29363b6ea8c946ede6cab91de6673aa1f.pdf

K. Petersen and C. Wohlin, “Issues and advantages of using agile and incremental practices,” Softw. Eng. Res. Pract., 2008.

C. Fagarasan, O. Popa, A. Pisla, and C. Cristea, “Agile, waterfall and iterative approach in information technology projects,” IOP Conf. Ser. Mater. Sci. Eng., vol. 1169, no. 1, p. 012025, 2021, doi: 10.1088/1757-899x/1169/1/012025.

J. Pócsová, D. Bednárová, G. Bogdanovská, and A. Mojžišová, “Implementation of agile methodologies in an engineering course,” Educ. Sci., vol. 10, no. 11, pp. 1–19, 2020, doi: 10.3390/educsci10110333.

W. ISTIONO, “Analyzing Time and Space Complexity: Kadane vs. Divide and Conquer Algorithms for Maximum Sub-array Problem,” J. Appl. Comput. Sci. Math., vol. 17, no. 2, pp. 27–32, 2023, doi: 10.4316/jacsm.202302004.

D. Beerbaum Dr., “Applying Agile Methodology to Regulatory Compliance Projects in the Financial Industry: A Case Study Research,” SSRN Electron. J., 2021, doi: 10.2139/ssrn.3834205.

K. Bhavsar*, D. V. Shah, and D. S. Gopalan, “Scrum: An Agile Process Reengineering In Software Engineering,” Int. J. Innov. Technol. Explor. Eng., vol. 9, no. 3, pp. 840–848, 2020, doi: 10.35940/ijitee.c8545.019320.

C. A. T. Romero, J. H. Ortiz, O. I. Khalaf, and W. M. Ortega, “Software Architecture for Planning Educational Scenarios by Applying an Agile Methodology,” Int. J. Emerg. Technol. Learn., vol. 16, no. 8, pp. 132–144, 2021, doi: 10.3991/ijet.v16i08.20603.

V. Hema, S. Thota, S. Naresh Kumar, C. Padmaja, C. B. Rama Krishna, and K. Mahender, “Scrum: An Effective Software Development Agile Tool,” IOP Conf. Ser. Mater. Sci. Eng., vol. 981, no. 2, 2020, doi: 10.1088/1757-899X/981/2/022060.

J. Christian, A. Sugiarto, and W. Istiono, “Building Bridges : Universitas Multimedia Nusantara ’ s Experience in Strengthening Academic Relationships through a Social Community Media Approach,” J. Inf. Syst. Informatics, vol. 5, no. 4, pp. 1472–1490, 2023, doi: 10.51519/journalisi.v5i4.596.

S. A. Butt, S. Misra, M. W. Anjum, and S. A. Hassan, Agile Project Development Issues During COVID-19, vol. 408. Springer International Publishing, 2021. doi: 10.1007/978-3-030-67084-9_4.

P. Losana, J. W. Castro, X. Ferre, E. Villalba‐mora, and S. T. Acuña, “A systematic mapping study on integration proposals of the personas technique in agile methodologies,” Sensors, vol. 21, no. 18, pp. 1–23, 2021, doi: 10.3390/s21186298.

T. Sedano, P. Ralph, and C. Péraire, “From the SelectedWorks of Cécile Péraire The Product Backlog The Product Backlog,” in 41st International Conference on Software Engineering, ICSE ’19, 2019. [Online]. Available: https://works.bepress.com/cecile_peraire/43/

C. Y. Pang, “Product backlog and requirements engineering for enterprise application development,” Softw. Eng. Agil. Appl. Dev., pp. 1–29, 2020, doi: 10.4018/978-1-7998-2531-9.ch001.

F. Hayat, A. U. Rehman, K. S. Arif, K. Wahab, and M. Abbas, “The Influence of Agile Methodology (Scrum) on Software Project Management,” Proc. - 20th IEEE/ACIS Int. Conf. Softw. Eng. Artif. Intell. Netw. Parallel/Distributed Comput. SNPD 2019, pp. 145–149, 2019, doi: 10.1109/SNPD.2019.8935813.

A. S. Abdelghany, N. R. Darwish, and H. A. Hefni, “An agile methodology for ontology development,” Int. J. Intell. Eng. Syst., vol. 12, no. 2, pp. 170–181, 2019, doi: 10.22266/IJIES2019.0430.17.

F. Sylvain and N. Chaniaud, “Multi-user centered design: acceptance, user experience, user research and user testing,” Theor. Issues Ergon. Sci., vol. 0, no. 0, pp. 1–16, 2023, doi: 10.1080/1463922X.2023.2166623.

S. Loss, R. F. Ciriello, and J. Cito, “Beware of disengaged user acceptance in testing software-as-a-service,” Proc. - 2019 IEEE/ACM 41st Int. Conf. Softw. Eng. Companion, ICSE-Companion 2019, pp. 298–299, 2019, doi: 10.1109/ICSE-Companion.2019.00123.

Published
2024-04-27
How to Cite
Istiono, W., & Rianto, D. (2024). Optimizing IT Support Operations with Web Development at PT Global Loyalty Indonesia. Jurnal Teknologi Dan Sistem Informasi Bisnis, 6(2), 291-299. https://doi.org/10.47233/jteksis.v6i2.1324
Section
Articles