Streamlining IT Help Desk and Incident Management: Harnessing the Power of the ITIL Framework for Enhanced Efficiency in IT Services

This study examines the potential of leveraging incident management and IT Helpdesk principles from ITIL V3 to enhance the daily operations of an IT division. The research involved collecting email communication data between users and the IT division, as well as conducting interviews with individual...

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Bibliographic Details

Published in:	Journal of Information Systems and Informatics
Main Authors:	Alfonsus Fero Jaya Nugroho, Melissa Indah Fianty
Format:	Article
Language:	English
Published:	Informatics Department, Faculty of Computer Science Bina Darma University 2023-05-01
Subjects:	it governance itil it helpdesk incident management
Online Access:	https://journal-isi.org/index.php/isi/article/view/496