Leveraging IT Service Management to Enhance Helpdesk Service Quality in Handling Consumer Complaints

Abstract

Information Technology Service Management (ITSM) is a collection of responsibilities shared responsibilities, plus interrelated disciplines and processes, that enable organizations to measure, control, and ultimately manage IT infrastructure to deliver high-quality, cost-effective services to meet short-term and long-term needs. This ITSM can involve other supporting business areas, ranging from a single application access to a complex set of facilities spread across several different platforms. This study contributes to knowledge about the use of ITSM in certain organizational contexts because several problems are often encountered in handling problems in company information system support operations. The problem-solving approach is carried out quantitatively using factor analysis methods to look for the factors causing the gap between the targeted service level and the actual service that occurs, then proceed with building a model using the regression analysis method so that an abstraction of the problems that occur from several new factors is formed. formed, so that it can be used to predict the management of information technology services for the future in the company. The results achieved in this research are the existence of new factors full management maintenance service, human resources, and service process which greatly influence and need to be considered for optimal information technology service management performance in companies.