Abstract
Service Desk is a single point of contact (SPOC) between IT (Information Technology) serviceusers and IT service providers. Service Desks are the main entry point for users to get informationtechnology-related assistance. They act as intermediaries between users and other IT teams,ensuring that problems are resolved efficiently and effectively. This research aims to design andbuild a ticketing application for the service desk unit, by applying service level agreement to theapplication. The application built is expected to be a means of supporting activities at the servicedesk as well as being able to provide certainty for service users regarding the time required untilthe problem report is followed up.
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