IT Service Management System for People’s Leasing & Finance PLC

Abstract

People’s Leasing & Finance PLC is a well reputed financial company in Sri Lanka, which is a subsidiary of People’s bank. Mainly, The Company focuses on various financial needs of the customers to provide the best service to them. Hence, the financial field is highly competitive, it is necessary to provide value-added services to attract new customers as well as to retain their existing customers. Further, efficient process and procedures need to be established. In order to achieve the requirement, the company has expanded with introducing many branches and resources. Thus, In the IT perspective, the IT department has faced many issues in handling this heavy workload. Further, there are lots of manual works in IT process and procedures which are very time-consuming. In order to address those issues in the IT Department, IT Service Management System was introduced. The main objective of this project work is to enhance the services provided by the IT department. Maintaining company asset register, streamlining asset issuing and returning process are some of the key functions of the Asset Management module. Further, the issues raised in the asset repairing process will be addressed from the service desk module. Clear visibility of the repairing process can be improved through this system process. Vendor management module includes all the vendor information, vendor rating, and vendor agreement management. The log information regarding DB log, CCTV log can be managed through the log monitoring section. Furthermore, the system was developed with user-friendly interfaces which are easy to use and easy to learn. The dashboard of the system is very informative and clearly displays the status of each ticket. Further, pending approvals and notifications also presented to the user very clearly. In addition, Security, Reliability, and Maintainability are some of the features which need to be considered during the implementation of the project. Further, all the process and procedures in the system were developed to cater to the requirements of ISO 27001:2013 information security standard. The system is implemented as a web-based system using the MEAN Stack which is a JavaScript-based framework. Mongo DB is used for the database of the project. After implementing the project, testing was carried out in different testing levels. At the completion of the project testing, the system was deployed into the live environment that can be used by all staff of People’s Leasing. Afterward, the user evaluation process was carried out to evaluate the system to get the user feedbacks and improvements. Most of the users were satisfied with the system and few improvements were suggested to enhance the system.