Development of Web Application based on ITIL –

Incident Management Framework In Computer

Laboratory
Richard
Information Systems Department, Ford Lumban Gaol Harco Leslie Hendric Spits Warnars
School of Information Systems, Computer Science Department, Computer Science Department,
Computer Science Department, BINUS Graduate Program – Doctor of BINUS Graduate Program – Doctor of
BINUS Graduate Program – Doctor of Computer Science Computer Science
Computer Science Bina Nusantara University Bina Nusantara University
Bina Nusantara University Jakarta, Indonesia 11480 Jakarta, Indonesia 11480
Jakarta, Indonesia 11480 fgaol@binus.edu spits.hendric@binus.ac.id
richard-slc@binus.edu

Edi Abdurachman Benfano Soewito

Computer Science Department, BINUS Graduate Program – Computer Science Department, BINUS Graduate Program –
Doctor of Computer Science Doctor of Computer Science
Bina Nusantara University Bina Nusantara University
Jakarta, Indonesia 11480 Jakarta, Indonesia 11480
ediA@binus.edu bsoewito@binus.edu

Abstract—While Information Technology becomes the
interesting topic in education, Computer Laboratory as a
learning center becomes an important supporting facilities in
Higher Education. Whereas, current awareness level of service
quality for higher education management is quite lower than the
enterprise management. In the daily operation of IT Service
Management (ITSM) in Computer laboratory, service activities
in computer laboratory mostly uncontrolled and not
standardized. By maximizing the service standard level in
computer laboratory, university could maintain customer
satisfaction subsequently. This research will focus in creating an
IT Service Model, Service Standard Process, and the web
application by referring to ITIL-Incident Management
Framework as a best practice of ITSM framework. The design
process use UML diagram as the tools in drawing the process
flow of system.
Keywords—computer laboratory, ITIL – incident
management, IT service management, UML
I. INTRODUCTION
Computer Laboratory as an important supporting facilities
in higher education has very important role in supporting
lecture activities that require ICT devices. When students go
to computer laboratory, the students learn something that
practicing engineers are assumed to already know. That
“something” needs to be learned by the students with
following the laboratory instructions and modules [1].
Computer laboratory has a role as learning experience center
in higher education as the students can get benefit and
experience by using laboratory and the facilities in their
learning process. There are various courses and subjects in the
university that could utilize laboratory as learning experience
facilities, for example: Web Design and Programming,
Artificial Network Programming, Statistics, Big Data, etc.
With the function of providing a learning experience in
higher education, the facilities in computer laboratory are
expected to be reliable and have high availability rate. The
reliability include: hardware specification requirements,
software version and license, network/connection speed and
stability, and also good ambience for learning activities. High
availability means the computer laboratory should always
available for lecture activity and can be uses after class [2]. In
order to meet the expectations, computer laboratory have to be
maintained well and have quality in service. Therefore, a good
computer laboratory management is needed in order to
maintain the service quality and resolve any morbid condition
in computer laboratory [3].
The prior research from Winniford, Conger, and Erickson-
Harris in 2009 [4] determine that less than half of the
organization had implemented ITSM in any term. The
supporting departments faced a difficult challenge in
managing the IT services as the needs for technology are very
high and volatile. The management should respond this
problem by implementing a service framework (such as: ITIL)
that could meets the objective and needs from the organization
itself [5]. Related to education business, higher education
management still has a lower awareness about IT service.
Though, IT Service management in education is interesting as
design and deployment of service is still needed in education
[6].
Computer laboratory management process in university
are facing limited budget and resources in order to provide a
good learning experience and sophisticated technology in
computer laboratory. Moreover, in human management there
are another problems in computer laboratory management in
university such as: lack of awareness for service and
management standard, lack of means for execution and
maintaining all works in laboratory, lack of software record
and hardware configuration include its changes. Currently
computer laboratory do not make full use of its equipment
although the equipment cost is very high [7].
Derived from lack of IT service management process
standard and application in computer laboratory, this research
will focus in creating an IT Service model in computer
laboratory to maximize the service. Incident management
process is selected as the basic process of this research. The
software developed in this research is focusing in capture the
incident occurred and store the incident log for further
analysis. The system design use System Development Life

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Cycle (SDLC) methodology and focus on System Analysis
and System Design process. The analysis process will use
ITIL Framework as the baseline of service process standard
and map the requirement to the application design. The design
process use UML diagram as the tools in drawing the process
flow of system [8].
II. THEORETICAL BACKGROUND
A. Information Technology Service Management
Information Technology Service Management (ITSM) is
an important component of service in University. ITSM
improves the way of service to provide the best facilities to the
customers (laboratory users). While implementing ITSM,
there is three goals that should be reached: a) take customers
as center, provide IT services that meet customer’s interest, b)
deliver high quality and low cost IT services, c) services
delivered can be valued precisely [9].
By applying ITSM, an organization could effectively
reduce the cost and resources in IT operations activity. With
its benefits, ITSM changing how organizations experience IT
Services and how IT function can be designed, delivered, and
managed [10].
B. Information Technology Infrastructure Library (ITIL)
Framework [11]
ITIL is a process oriented framework that presents a set of
best practices that observed from industries and support the
organizations to achieve effective IT Service management
processes. ITIL is the best-known ITSM framework. ITIL
originally developed by British Central Computer and
Telecommunication Agency (CCTA), the second and third
version of ITIL framework was released by Office of
Government Commerce (OGC) in 2001 and 2007. ITIL V3
consist of five books that cover the five IT service lifecycle as
follows:
• Service strategy: define the needs from business
operation and create a consistent service strategy to the
organization.
• Service design: services and processes are designed to
create a better service management process.
• Service transition: preparation of services for the live
environment.
• Service operation: services are managed to meet the
service level agreements.
• Continual service improvement: identify and analyze
potential improvement in service management
processes.
C. Incident Management in ITIL [12]
The implementation of ITIL in a computer laboratory
requires an established set of process that could improve the
service of laboratory. In order to optimize the service,
computer laboratory should handle the incident that happened
in daily operation activities in computer laboratory.
An incident is any event occurred outside the standard
operation of a service and may cause an interruption or
reduction in the quality of service. The purpose of
Incident Management is return services and processes to the
normal service level as soon as possible by mitigating the
effects of disturbances in IT services [13].
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For computer laboratory in university, the malfunction of
server, network, or computer might cause an interruption of a
service that can influence daily operation activity in laboratory
such as lecture and exam activity. Related to this issue, this
research will focus on developing a web-based application in
Incident Management System based on ITIL – Incident
Management framework. The ITIL - Incident management
framework guarantee a principal benefit of [12] :
• The ease of communication between laboratory user
and staff to solve an incident (software, hardware, or
network) and saving time to restore the service back
to normal process.
• Ability to store the incident log and make that log
available as a solution for another incident.
• Extract small incidents before it become critical and
affect the quality of IT services.
The main objective of incident management is to restore
operational activities to normal status in minimum time and
least impact.
III. REQUIREMENT ANALYSIS, SYSTEM DESIGN, AND SYSTEM
IMPLEMENTATION
A. ITIL – Incident Management Process
ITIL Incident Management process is focus to restore
normal service operation as quickly as possible and minimize
the adverse impact on business operations while ensuring that
service level agreement are maintained [14]. The main
objective of incident management process is to ensure that
every incident occurred during operational activities must be
solved by standardized procedure to create quick resolution
for the incidents.
Based on prior study by Zanoni, Perin, Fontana, & Viscusi
in 2014 [15], ITIL Incident Management process is the first
ITIL process to be implemented by a company. The reason for
choosing ITIL Incident Management as the first process to be
implemented because the instant impact on organization’s
service than the other ITIL life cycle. The incident
management process flow is described in ITIL Service
Operation Book by Office of Government Commerce as
follows [16]:
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 actions taken, any incident record in application
should have solved response field and status.
• Incident Closure: checking if the incidents are fully
resolved and updating the incident status, the
application should inform the stakeholder about
incidents status and actions taken.
The six main activities in incident management are used
as the basis of requirement analysis for this web application.
The following table is the requirement analysis for this web
application.

TABLE I. REQUIREMENT ANALYSIS BASED ON ITIL INCIDENT

MANAGEMENT
ITIL Incident Application
Requirements
Management Process Features
Determine the Client-based form to
Incident Identification complaints from entry facility
laboratory user problems/incidents
Incident Logging Record incident Server-based web-
entries and allow application with
laboratory staff dashboard to access
to access the incident data history
records of data
Incident Categorization Determine the Problem/incident type
category of on each incident
incidents and record, and can be
update the updated by laboratory
incident status staff
Fig. 1. Incident Management process flow [16] Incident Prioritization Rank an incident Menu to categorize
based on its incident based on the
urgency and severity and impact
The picture above shows the set of incident management prioritization
process in ITIL that will be used partly within this research as level
basic standard requirement for developing the web-based Resolution and Discovery Update incident Interface to update
application. The process that being used as the main process record and status incident status and
are the core process in ITIL Incident Management Process, with action taken action taken
by laboratory
such as: Incident Identification, Incident Logging, Incident staff
Categorization, Incident Prioritization, Resolution and Incident Closure Check the Features to notify
Discovery, and Incident Closure. incident status facility reporter about
and notify the incident response
B. Requirement Analysis stakeholder about
This research is focused to develop a web application the resolution of
any incident.
based on ITIL Incident Management process flow as a a.
ITIL – Incident Management requirement analysis
solution for managing computer laboratory in university. As
the requirement for the proposed web-based application, the C. Model Design
main Activities of the ITIL Incident Management process are
In this section, the research is continue through the design
the following [14]:
of model in service process standard. The process standard is
• Incident Identification: identify incidents that designed with mapping to the standard ITIL – Incident
occurred in operational activities, the application Management process which including 6 main activities:
should have a feature that can be used to Incident Identification, Incident Logging, Incident
accommodate user’s complaints. Categorization, Incident Prioritization, Resolution and
Discovery, and Incident Closure. Those main activities are
• Incident Logging: access to open incidents record, the mapped into the incident management system applications
laboratory staff should use the application to open the which designed to be used as the standard software in the
incidents log. operations of IT Service in computer laboratory. Data that
• Incident Categorization: determining and recording captured from incident management system stored in database
the category of incidents, the application should allow server along with assets, room and service desk data. Then the
laboratory staff to determine the category of incident. data will be used by problem management system for problem
knowledge purpose.
• Incident Prioritization: prioritizing the incident based
on the impact on the operational activities, the
incidents log and category must be completed with
priority level to help laboratory staff determine which
incidents should be resolved first.
• Resolution and Discovery: applying the incident
resolution and updating incident record with the

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Fig. 2. Incident Management Model in Computer Laboratory
D. Service Process Standard Design
Fig. 3. Activity Diagram Service Process Standard
In this incident management system standard, the process
starts when laboratory user entry a problem/incident report
through client-based application. The application are
installed in every personal computer in computer laboratory.
First, laboratory user can select the type of problem occurred,
e.g. Hardware, Software, Network, etc. The user also has to
input the elaboration from the problem in Problem
Description textbox. After the problem data is submitted, the
system notify incident management staff (laboratory staff) to
take the action about the incident record. The staff that has
been notified check the incident record and priority level of
the incident. Incident with the higher priority will be
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examined and solved first than the lower priority. After the
corrective action is done by laboratory staff, they update the
problem report status in the system with resolution and
discovery of the incident.
TABLE II. SERVICE LEVEL AGREEMENT
Incident Level/Maximum
Incident Response Time
Category
Minor Major
Hardware 20 Minutes 2 Days
Software 20 Minutes 2 Days
Network 20 Minutes 2 Days
External 1 Days 1 Week
With resolution and discovery update, an incident can be
considered as finish to manage. Then the reporter of the
incident (laboratory user) will be notified by system about
their report status. After users is notified and know the
resolution of their problem, user can submit a feedback about
the resolution. The system record feedbacks from user and
store the data for further report and visualization for
laboratory’s management staff as an evaluation tools for the
service process standard. Table II shows the service level
agreement of this process.
E. System Development and Implementation
Development process of this web-based application is
using “PHP 7.2” as programming language and “Laravel 5.4”
as a framework for development of the application. The
database management use MySQL as Database Management
System for management of database in the application. The
development of application are including server side
(backend) and client side (frontend). Backend is developed
using “PHP” language and “Laravel” Framework,
communicating with client side through “node js” module.
The data is stored and managed using MySQL in the server.
Electron JS is used as the platform for development of Client-
Side application. Following are the screenshot of backend
view and function:
Backend
Fig. 4. Backend - Login
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 Frontend

Fig. 8. Frontend – Basic Page

Fig. 5. Backend - Dashboard

Figure 4 and Figure 5 shows the first page when laboratory

staff access the application from backend. After laboratory
staff fill username and password to access the application, a
dashboard page is shown and laboratory staff can see
summary of the reports in reports data. This application also
provide data visualization in bar chart, line graph and pie chart
format. Laboratory staff also can retrieve formatted report
from the application by accessing report menu in dashboard
page. Furthermore, laboratory staff also can access the details Fig. 9. Frontend – Report Page 1
of problems reported in the application. Following figure
shows the list of problems and menu for resolve the problems.

Fig. 6. Backend - Problem List

Fig. 10. Frontend – Report Page 2

This client-side application use Electron as platform for

Fig. 7. Backend – Problem Resolve
In problem list and problem resolve page, laboratory staff
can see the detail of problems and do an action with each
problems. Problem examination and resolve also generated in
this page, while laboratory staff fill problem action form as
shown in Figure 7. Following section shows the frontend from
the application user interface.
application development and running in Microsoft Windows
10. Figure 7 shows basic interface of frontend application in
every personal computer in computer laboratory. The
laboratory user can report a problem by choose “Facility
Report Problem” button and the form for inputting problem
details will be shown as in Figure 8 and Figure 9. The problem
submitted in this form will be inserted into database and
subsequently, the system will notify laboratory staff to resolve
the problem. The system also user to determine maintain
Service Level Agreement (SLA) and provide the report that
show SLA achievement as shown in Figure 10.

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Fig. 11. Report Summary
Figure 11 shows the report created from dashboard menu.
Problem report data can be exported to excel and PDF format.
The report shows various problem categories from problem
reported in incident management application. From figure 11
we can see that the summary shows the total number of
problems are 197. And also the report shows the detail
number of each problem category, e.g. Software, Hardware,
Network, and Others. The Deadline section shows number of
problem report that resolved below the service level
agreement (SLA) standard.
IV. CONCLUSION
The needs of efficiencies and improved service
management process in laboratory is become important issue
related to providing excellence services to all the laboratory
users. By designing and implementing a web based
application based on ITIL as IT service Management
framework, university can get further benefit by maximize the
service level to the customer and increase customer
satisfaction. With this incident management system
application, laboratory users can input incident directly to the
system and get direct response by laboratory staff through the
application.
Furthermore, the research also going through system
design, development, and implementation process. The
system implemented in this research already self-tested by
development team during development process. In the future,
there is a possibility that this incident management system
need to be tested through some test framework such as: user
acceptance test, white box test, etc. Related to software
measurement, there is also a possible research in the future
about goal-based measurement or PHP code metric
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measurement from this software application to determine the
efficiency of code in this application.
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