Mindanao State University – Iligan Institute of Technology
Presented to the
Faculty of School of Computer Studies
Mindanao State University
Iligan Institute of Technology
In Partial Fulfilment
of the Requirements for the Degree of
Bachelor of Science in Information Technology and
CRUZ, Gian Ralph B.
DUMORAN, Gel Dante E.
In every corporation, industry, business, private organization and school alike, there are division of tasks. In each specific group of task, there is a designated department where each employee is assigned to. Each of these departments however, must work hand in hand with other departments to achieve the company’s goals. It is very important that the cooperation of each department be achieved in order for the company to continually operate and grow. This process is referred to as a request for service process. Generally, it is an organizational process wherein a department from an organization request specific service of another department. Nowadays due to technological advancement and wide information technology application, request for service is mostly applied as a request for Information Technology (IT) service. However, there are more other different requests for service that are being requested and processed in various organizations and corporations. In fact, request for service is not only limited to the availability within the intranet but also includes the participation of clients or customers. There are different types of services that can be requested in a specific company or organization depending on the services that they are capable of rendering. Some examples are, request for facility repair, painting, renovation, and other different requests.
1.1 Background of the Study
Mindanao State University Iligan Institute of Technology is one of the top largest universities if not within the whole country, within Mindanao operating with 35 departments comprised by roughly 1000 both teaching and non-teaching employees. The teaching employees are exclusively assigned to the conducting of lectures and other curricular related activities for the educational welfare of the students. The non-teaching union on the other hand, operates on several different tasks that concern the human resource, financial, construction, even moral, and other aspects of the university. The non-teaching employees of the university play a vital role to its everyday operation. They make sure that the transactions are well done. The completion of several tasks depends on the completion of another task from the same department or from other departments. It is important that each task is completed right for the depending task to complete well also. 1.2 Overview of the Current Request for Service of MSU-IIT
There are two major classifications of request for service in MSU-IIT. First (1) are business process issues and IT difficulties. Examples of this type of service are troubleshooting internet connection or pc errors, updates or changes in pay slips, leave forms, and other similar business process concerns. When a certain employee encounters this kind of problem, the employee calls the concerning department or personally approaches the concerning employee for a request for the service. Then the attending employee, if available for the service, attends to the problem. After the service is done, a form is filed signifying the completion of the service. Requestor calls in into concerning department
Problem is assigned to an employee
Problem is identified
Problem is identified
Completion form recorded and archived
Requestor files form indication service completion
Assigned Employee attends to the problem
Figure 1-1 Business Process Issues/IT Difficulties Request Flowchart Second (2) type of request for service are those that concerns non-business processes like...