Comparison Analysis of Information Technology Service Management Software

  • Reisa Permatasari
  • Doddy Ridwandono
  • Mohamad Irwan Afandi
  • Moh Rifqi Zamzami
  • Fiqi Akbar Trinanda
  • Aris Heryanda Wibowo
Keywords: ITSM; University IT Unit; Fresh Service; Zendesk; HaloITSM


UPT-TIK UPN "Veteran" East Java is one of the technical service units at the university level which has functioned as a service in the field of Information and Communication Technology. It can be said that every organization needs the right information technology, which is useful for helping needs and solving problems that exist in the organization. If IT management in an organization is running well, many benefits can be obtained. Therefore we need software to manage IT services so that they can run optimally. Examples include ITSM (Information Technology Service Management) software which can assist an organization or company in maximizing IT services. There are budget and time limitations in implementing ITSM software at UPT-TIK UPN "Veteran" East Java, making all decisions made regarding purchasing or subscribing to the software must be effective and efficient. Therefore a comparison was made of several ITSM vendors using the independent study method based on the internal needs of the East Java "Veteran" UPT-TIK UPT-TIK team. Meanwhile, after the initial search, several ITSM vendors were found that were worthy of comparison and possible to implement, namely Fresh Service, Zendesk, and HaloITSM. The results of the comparisons that have been made regarding the three ITSM vendors, according to our study the Fresh Service vendor is the best ITSM software. Vendor Fresh Service is superior to the other two vendors in terms of UI appearance, and ease of use. The features provided are quite complete compared to other vendors. Because this is carried out through independent studies in the internal sphere, the advantages and disadvantages will be skewed towards the needs. This study is expected to provide an overview of selecting ITSM software vendors, especially for ICT implementing units at universities.


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How to Cite
Permatasari, R., Ridwandono, D., Afandi, M., Zamzami, M., Trinanda, F., & Wibowo, A. (2023). Comparison Analysis of Information Technology Service Management Software. Proceeding of International E-Conference On Management & Small Medium Enterprise, 1(1), 240-255. Retrieved from