Status : Verified
| Personal Name | Santos, Renz Martin S. |
|---|---|
| Resource Title | Digital ticketing system design for BTSolve, Inc. as a knowledge management tool |
| Date Issued | 27 May 2024 |
| Abstract | BTSolve, Inc. (BTS) is an Information Technology (IT) solutions company that offers Solutions-as-a-Service (SaaS) to maritime companies. As an IT solutions company, it provides its clients with complementary services aside from the solutions it has. This includes development requests such as additional features or customization of existing features, bug tracking and addressing, report generation, and many other services. Clients uses BTS’ Request Form (RF) process to request services from BTS. It is a manual form and procedure where clients fill in the details of their requests and passed on back and forth for approval and signature before start of development of their requests. A Quick Business Process Assessment (QBPA) conducted showed the need for centralization and digitalization of the process. A version was created using a Google Workspace (Google Forms and Google Sheets) to digitalize the process but due to the limitation of the platform, it fails to take full advantage of the benefits of centralizing the process. As such, this project aims to develop a mockup design for an online ticketing system for BTS. Further, to take full advantage of an online centralized ticketing system, the design will include knowledge management tools such as a Frequently Asked Questions (FAQ) module and a ticket database module. In order to design the ticketing system, the project researcher conducted research to identify the features required in the system along with a survey to identify and verify these features with the developers and clients of BTS. The results of the survey confirms the features including the knowledge management tools required from the ticketing system. The design of the ticketing system was developed with these features in mind. Another survey was conducted to verify the mockup design with the end-users of the ticketing system. Both the developers and clients support the design and confirms the useful benefits of the ticketing system with knowledge |
| Degree Course | Master of Technology Management |
| Language | Filipino |
| Keyword | Digital Ticketing System; Ticketing System; Knowledge Management; Quick Business process Assessment; QBPA |
| Material Type | Thesis/Dissertation |
Preliminary Pages
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