Analisis dan Perancangan Sistem Informasi Helpdesk Berbasis Websitepada Perusahaan Swasta Menggunakan Standar ISO/IEC 25010
Keywords:
Sistem Informasi, Helpdesk, Website, Agile, ISO/IEC 25010Abstract
PT Teknologi Informatika Solusindo is a company engaged in information technology and digital services. The helpdesk
service process, which is still carried out manually through email and direct communication, causes delayed responses,
difficulties in ticket monitoring, and inefficient management of user report data. Therefore, a website-based helpdesk
information system is needed to support the management of user reports more effectively and in an integrated manner.
This study aims to design a website-based helpdesk information system using the Agile method and ISO/IEC 25010
standard. The system design was developed using Unified Modeling Language (UML), consisting of use case diagrams,
activity diagrams, entity relationship diagrams (ERD), and sequence diagrams. System testing was conducted using the
Black Box Testing method and ISO/IEC 25010 on the aspects of functional suitability, usability, and performance
efficiency.The results show that the developed website-based helpdesk information system is able to make the ticket
management process more structured, simplify user report monitoring, and improve the effectiveness of company
services. Based on the ISO/IEC 25010 testing results, the system has operated according to user requirements and
provides better service quality compared to the previous system
References
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Copyright (c) 2026 Dimas Wahyu Nugroho, Muhammad Malik Saputra, Chairul Anwar (Author)
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