This thesis presents the design, development, and evaluation of an information system for managing IT support requests, named TikIT. The addressed problem stems from real-world experience with existing solutions, such as ServiceNow, which are often overly complex, unintuitive, and poorly suited for smaller organizations. The developed system is based on modern web architecture and includes all essential functionalities needed for efficient IT support operations. User testing demonstrated a high level of acceptance, primarily due to the system's simplicity, clarity, and improved adaptability. The main contribution of the thesis is a fully functional prototype, which proves that a custom-developed solution can deliver a better user experience and greater operational efficiency.
|
