The Development of Service Desk Application (SDA) as a Media to Improve Care Services and Asset Improvement in the University

An asset is a wealth. Assets at universities in the form of facilities and infrastructure are used as learning media. To ensure the assets are in good condition, assets must be managed properly. Universities is an entity that has various types of assets and distributed in various work units. Maintenance technicians have the task of carrying out maintenance and repair of assets. Care and repair history must be recorded. Requests for repairing damaged assets or having problems must be dealt with quickly. However, some universities are still implementing conventional systems. The purpose of this study is to develop Service Desk Application (SDA) as medium to improve maintenance and repair services for campus assets quickly and precisely. SDA is a centralized service application that is used to handle repair requests from customers. The results showed that SDA can monitor the status and progress of asset maintenance and control the performance of technicians so that they can complete work quickly and according to procedures, SDA serves as a useful knowledge-based management to enrich knowledge so that if there are problems with similar assets, then the solution to the problem can be immediately known.


INTRODUCTION
Assets are resources or wealth owned by an entity. In general, an asset is an item (thing) or something (anything) that has: economic value, commercial value or exchange value; owned by agencies, organizations, business entities or individuals (individuals) [1]. Physically, the assets purchased need to be managed better, so that adequate administrative equipment is needed so that the assets purchased are maintained [2].
In Educational Institutions assets can be in the form of facilities and infrastructure used as tools and supporting learning processes. To ensure that assets owned can be maintained in good condition, long life, and have a wealth value, then these assets must be managed and maintained properly through maintenance and repair both preventively and corrective.
University is an entity that organizes academic activities which of course has various types of assets including educational laboratory equipment, office equipment, furniture, building buildings, and other supporting infrastructure distributed in various work units. Each University has a Maintenance Technical Implementation Unit which has the task of carrying out maintenance, maintenance and repair of assets as a whole. A list of history of treatments and repairs must be properly inventoryed. Service requests for repairs from work units to damaged assets or having problems must be managed and handled quickly. But on the other hand, some universities still implement conventional asset maintenance and repair services. If there is an asset that has a problem, then the head of the work unit will contact the Maintenance Technical Implementation Unit by telephone or delivered orally. Then the technical staff will record the request in the repair inventory list (paper based).
The mechanism certainly raises a number of problems, among others, inventory lists for repair requests are poorly stocked and not systematized, maintenance and repair history is not fully recorded, takes a long time to look for similar or similar maintenance and repair history. These problems result in slow response time for maintenance and repair services. Because of that, a Service Desk Application (SDA) is needed that can handle and improve maintenance requests and improve campus assets in a fast, precise and accurate manner. Service Desk Application is a centralized information technology service application that is used to handle requests for repair of an event from a customer. Service Desk is a function in the ITIL process that is responsible for managing incidents and problems and as a bridge between users and service managers [3].
The purpose of this study is to create a service desk information system as a medium to improve care services and repair campus assets. The system is used as a medium of communication and request maintenance services and asset improvements online between asset users and the technical asset maintenance unit at each university.

LITERATURE REVIEW A. Asset
Assets are resources or wealth owned by an entity. In general, an asset is an item (thing) or something (anything) that has: economic value, commercial value or exchange value; owned by agencies, organizations, business entities or individuals (individuals) [4]. Physically, the assets purchased need to be managed better, so that adequate administrative tools are needed so that the assets purchased are maintained [5]. In Educational Institutions assets can be in the form of facilities and infrastructure used as tools and supporting learning processes.

B. Service Desk
Service Desk is a function in the ITIL process that is responsible for managing incidents and problems and as a bridge between users and service managers [3]. Service desk has an important and integrated function in IT service management to support effective management for organizations. Service desk is also a center of contact between service providers and users [4].
Service Desk is a functional unit consisting of a number of employees / employees who are dedicated to handling various services through telephone calls, web interfaces, or infrastructure events that are automatically reported by a system [6]. The purpose of Service Desk is to conduct communication centers between users and IT service management, to handle various events and requests [5]. Task in the Service Desk in general, among others: accepting incidents, recording incidents, classification of incidents based on priorities, classification and escalation, finding solutions, providing information to the end user about the process that takes place [7].

C. Incident & Problem Management
Incident & Problem Management is a handling and prevention of an event / problem. Incident & Problem Management has a role to convince the use of good resources to support the business, to develop, repair and store data relating to trouble as well as possible. Incident & Problem Management has the following responsibilities [5], that is Detect events and record them, Classify each event and initialize the support form, Conduct investigations and diagnostics, Make provisions and fix them, Resolve every problem / event Maintenance D. Maintenance Maintenance is an activity to maintain facilities, so that the facility is in a ready-to-use condition as needed. Treatment is generally seen as a physical activity such as cleaning the equipment in question, giving lubricants, repairing damage, replacing components and the like if needed [8]. In general,

RESEARCH METHODS
The research was carried out in several stages, that is :

A. Research Materials
In this study, the research materials used were as follows: 1) Data obtained from a literature study on Service Desk Application.
2) Information on mechanisms and procedures for maintenance and repair of assets 3) Information regarding inventory list of problems for maintenance and repair of assets

B. Research Instrument
The research tool used in this study is a computer device that has enough specifications to run an operating system and software, namely Windows 7, Macromedia Dreamweaver (software developer), xampp 1.7.3 (web server), and Adobe Photoshop (graphic design software).

C. Road Research
In the process of developing Service Desk Applications, researchers refer to software development methods in general, namely the method of developing the System Development Life Cycle (SDLC) Waterfall model [9]. Method of developing the Waterfall Model consists of several hases / stages. That is Analysis & Requirement Phase, Design Phase, Implementation Phase, Testing Phase Is a stage of testing the system and improving the system developed, and Maintenance Phase.

D. System Design
The process of requesting maintenance assets in the developed system can be shown in Figure 1.   1. There are 2 (two) actors who play a role in the process of maintenance. 2. The process of maintenance and repair of assets begins with the Work Unit that submits a request to the Maintenance Unit by filling in the request form on the SDA. 3. The Maintenance Unit receives a list of requests for maintenance will then check the contents of the problem that has been written on the request form. 4. Technicians from the Maintenance Unit will check the damaged assets and trace the history of repairs in the system if similar problems occur. Furthermore, the operator will update the status that the asset repair request is in process. 5. If a similar problem occurs, the repair will be easier. But if it has never been done, the technician will repair the asset from the beginning.  Figure 2. Data Flow Diagram (DFD) Figure 2, describes the main processes in the Service Desk Application which can be explained as follows:

Process of Asset Maintenance Request Service
1. There are 4 main processes including the user registration process, the input process requesting asset repair and maintenance, the process of checking asset problems, and maintenance history input and asset improvement.

Administrators only have access rights in
managing user data as shown in process 1. 3. The work unit has access rights to input incidents or problems and submit requests for asset repair and maintenance. Requests for maintenance and repair of assets will be stored in the database as shown in process 2. 4. The maintenance unit checks the demand for repair and maintenance of troubled / damaged assets as shown in process 3. 5. After the asset is repaired, the maintenance unit will input the list of asset problems and solve the problem into the system as a history of maintenance assets.

RESULTS AND DISCUSSION
The results of the research conducted were the creation of an information system as a medium to improve care services and asset improvements in universities called Service Desk Applications. The system can function to convey incidents, requests for maintenance and repair of damaged or problematic assets delivered by asset users. An overview of Service Desk Application can be shown in Figure 3.  From the picture, it is explained that, when an incident or problem occurs in an asset used by the user, it must be reported to the head of the work unit. The next stage, the head of the work unit reports the incident or problem to the maintenance unit through an online application, namely the service desk application to be repaired. The head of the maintenance unit will check the list of asset repair requests from the work unit and forward it to technical support to make improvements. Requests for asset repair and solution to the problem will be stored in the system database as maintenance histories.