Development of a web-based service request management system for university information technology center/
Balmedina Jr., Manny D.
Development of a web-based service request management system for university information technology center/ Manny D. Balmedina Jr., Dindo B. Rebulado Jr., Joela Christ O. Regala, and Marielle H. Verdaluza.-- - Manila: Technological University of the Philippines, 2025. - x, 139pages: 29cm.
Bachelor's thesis
College Of Science.--
Includes bibliographic references and index.
This study aimed to develop a Web-Based Service Request Management System for the
University Information Technology Center (UITC) at the Technological University of the
Philippines. The system addresses inefficiencies in the current manual, paper-based
process that results in delays, miscommunications, and lack of transparency in handling
IT service requests. The purpose of the project is to streamline service request
management, enhance communication between UITC and the university community, and
improve overall service delivery efficiency. The system was developed using Agile
methodology and incorporates key technologies including PHP with Laravel framework,
MySQL, HTML, CSS, Bootstrap, JavaScript, and Google API. Core functionalities
include service request submission and tracking, UITC staff management, real-time
notifications, analytics dashboard, chatbot integration, report generation, schedule
management, and customer satisfaction surveys. Service requests are categorized into
Simple Tasks (3 days), Complex Transactions (7 days), and Highly Technical
Transactions (20 days) to facilitate proper workload management. The system was
evaluated by 50 purposely selected respondents including students, faculty, staff, and IT
professionals using ISO 25010 software quality metrics. Results showed the system
achieved a grand weighted mean rating of 3.78, interpreted as "Highly Acceptable"
across all evaluation criteria, with Security scoring highest at 3.83. The system
successfully demonstrates improved efficiency, transparency, and accessibility in
managing IT service requests, aligning with the university's strategic goal of modernizing
university systems and efficient resource management. The implementation of this
web-based solution transforms UITC's service delivery from a manual, paper-intensive
process to a digital, transparent, and accountable system that significantly enhances
operational efficiency and user satisfaction.
Management system
Paper-based
Transparency
BTH T 58.5 / B35 2025
Development of a web-based service request management system for university information technology center/ Manny D. Balmedina Jr., Dindo B. Rebulado Jr., Joela Christ O. Regala, and Marielle H. Verdaluza.-- - Manila: Technological University of the Philippines, 2025. - x, 139pages: 29cm.
Bachelor's thesis
College Of Science.--
Includes bibliographic references and index.
This study aimed to develop a Web-Based Service Request Management System for the
University Information Technology Center (UITC) at the Technological University of the
Philippines. The system addresses inefficiencies in the current manual, paper-based
process that results in delays, miscommunications, and lack of transparency in handling
IT service requests. The purpose of the project is to streamline service request
management, enhance communication between UITC and the university community, and
improve overall service delivery efficiency. The system was developed using Agile
methodology and incorporates key technologies including PHP with Laravel framework,
MySQL, HTML, CSS, Bootstrap, JavaScript, and Google API. Core functionalities
include service request submission and tracking, UITC staff management, real-time
notifications, analytics dashboard, chatbot integration, report generation, schedule
management, and customer satisfaction surveys. Service requests are categorized into
Simple Tasks (3 days), Complex Transactions (7 days), and Highly Technical
Transactions (20 days) to facilitate proper workload management. The system was
evaluated by 50 purposely selected respondents including students, faculty, staff, and IT
professionals using ISO 25010 software quality metrics. Results showed the system
achieved a grand weighted mean rating of 3.78, interpreted as "Highly Acceptable"
across all evaluation criteria, with Security scoring highest at 3.83. The system
successfully demonstrates improved efficiency, transparency, and accessibility in
managing IT service requests, aligning with the university's strategic goal of modernizing
university systems and efficient resource management. The implementation of this
web-based solution transforms UITC's service delivery from a manual, paper-intensive
process to a digital, transparent, and accountable system that significantly enhances
operational efficiency and user satisfaction.
Management system
Paper-based
Transparency
BTH T 58.5 / B35 2025