| Summary: | One of the barriers that are often found in the implementation of Service
Desk is the reluctance of users to use it. This is caused partly because Service
Desk application is considered too complicated and difficult to use, thus resulted
that users prefer to contact IT support staff directly.
Information Technology Infrastructure Library (ITIL®) provides best
practice sets of process and functions model as a guidelines on how to align IT
and business, especially in term of IT Service Management. In the newest version
of ITIL ®, ITIL v3® launched in 2007, there is a function called Service Desk
which is used to handle every IT incidents and requests submitted by user.
This research provides solutions to those problems by building interface
design of an Service Desk Management application in accordance with
framework described in the ITIL ® v3 and user-oriented standard. Through the
application interface design will be shown how user-oriented design has
advantages in attracting users, which in this context is to play an active role in the
Service Desk Management application.
The method used in the interface design of Service Desk Management
application is WSDM (Web Site Design Method). WSDM is a method of designing
a web site that the process are based on user needs (audience driven), and
produces designs that are oriented to users� workflow. The research�s results
which are based on navigation quality testing, Test Case method, and user
responses indicates that user oriented interface designs are easier to use and
more attractive to users
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