Abstract:
Information technology service management is a process-oriented approach that does not
adhere to any specific technology but instead provides structural IT-related activity
frameworks to improve the quality of IT service delivery using technological
infrastructure to meet customer demand, with a focus on defining, managing, delivering,
and supporting IT services to achieve institutional goals through transfer. The department
of Information technology service management in TVET does not implement any digital
platform to share resources. To develop the platform, the researchers gathered data from
students, teachers, and staff members. The researcher studies with observation and
document inspection. To facilitate and enhance ITSM service delivery, the researchers
aim to develop a digital platform for ITSM for TVET institutions using a design science
research approach. The platform was tested for its functionality and non-functionality.
The platform was evaluated for its usefulness, information quality, and interface quality
using the PSSUQ framework. The purpose of this evaluation was to ensure that the initial
development met the objectives of usability and functionality of the platform, which help
users to complete learning and teaching tasks effectively and satisfy their resource
utilization level. An analysis was done on the overall usefulness of the platform,
information quality, and interface quality using composite reliability. All of the quality of
the platform's validity and reliability measures the full fullness of the specified
benchmark.