Improving service desk application with a design science approach

Abstract

This thesis explores the enhancement of a service desk application through the application of Design Science Research (DSR). The primary objective is to address and resolve key issues within the existing service desk system, such as the creation of unnecessary Jira tickets, misleading automated responses, difficulty in handling attachments, and lag in fetching ticket information. The study begins by identifying the core problems of the original system, followed by defining specific objectives for the improved solution. The design and development phase involves refactoring the backend server, integrating MongoDB for efficient ticket management, and enhancing the React application to improve user interaction. Additionally, the system incorporates Outlook integration for better email and attachment handling, and the Rocketry framework for automating new ticket creation. The implementation is demonstrated through a series of practical use cases, showcasing the improved functionalities such as advanced ticket filtering, direct attachment handling, and seamless integration with Jira and Outlook. The evaluation of the new system is conducted via usability testing, and user feedback, highlighting improvements in response time, user satisfaction, and overall operational efficiency. The thesis concludes that the application of a design science approach not only addressed the identified problems but also led to the development of a more efficient, user-friendly, and scalable service desk application.