Balmedina Jr., Manny D. <br/><br/>
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. 
<br/><br/> Bachelor's thesis<br/> 
<br/><br/>College Of Science.--<br/> 
<br/><br/>Includes bibliographic references and index. 
<br/><br/> This study aimed to develop a Web-Based Service Request Management System for the<br/>University Information Technology Center (UITC) at the Technological University of the<br/>Philippines. The system addresses inefficiencies in the current manual, paper-based<br/>process that results in delays, miscommunications, and lack of transparency in handling<br/>IT service requests. The purpose of the project is to streamline service request<br/>management, enhance communication between UITC and the university community, and<br/>improve overall service delivery efficiency. The system was developed using Agile<br/>methodology and incorporates key technologies including PHP with Laravel framework,<br/>MySQL, HTML, CSS, Bootstrap, JavaScript, and Google API. Core functionalities<br/>include service request submission and tracking, UITC staff management, real-time<br/>notifications, analytics dashboard, chatbot integration, report generation, schedule<br/>management, and customer satisfaction surveys. Service requests are categorized into<br/>Simple Tasks (3 days), Complex Transactions (7 days), and Highly Technical<br/>Transactions (20 days) to facilitate proper workload management. The system was<br/>evaluated by 50 purposely selected respondents including students, faculty, staff, and IT<br/>professionals using ISO 25010 software quality metrics. Results showed the system<br/>achieved a grand weighted mean rating of 3.78, interpreted as "Highly Acceptable"<br/>across all evaluation criteria, with Security scoring highest at 3.83. The system<br/>successfully demonstrates improved efficiency, transparency, and accessibility in<br/>managing IT service requests, aligning with the university's strategic goal of modernizing<br/>university systems and efficient resource management. The implementation of this<br/>web-based solution transforms UITC's service delivery from a manual, paper-intensive<br/>process to a digital, transparent, and accountable system that significantly enhances<br/>operational efficiency and user satisfaction. 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management system<br/>Paper-based<br/>Transparency
<br/><br/><label>LC Class. No.: </label>BTH T 58.5   / B35 2025