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Mobile Application Enhanced Service Desk System For Qatar Petroleum

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This mobile application is developed for providing solutions for every problem at minimum time so that user can obtain immediate solution. This can increase the productivity and improve the relationship between employees. This mobile application is designed for specially employees of Qatar Petroleum. In order to prepare this mobile application user friendly, software developer will use various software application programs which will provide data security as well as solutions. In order to incorporate more features, users have to register with this application by providing their personal details, password which will encrypt with the help of other software programs. There is another option if any user forgets to enter wrong information at wrong place. In this case, app will generate alert messages to inform about the current issues so that users can rectify this problem. After that, the reaming process will continue. Service desk systems has different categorize which will incorporate administration access, application and software, hardware services, governance policies, service desk helps. Every section has different priority and use can select as per their requirements.


I am a student of BSc Honours Computing. For the final year project, I have to prepare a project report which is based on “Mobile Application Enhanced Service Desk System for Qatar Petroleum”. In order to prepare this app, my project supervisor Honghai Liu helped me a lot to provide necessary guidelines. I would like to thank him for believing in me. Moreover, I am glad that my university and other teachers helped me to provide information. I used laptops and computers to develop this software. Finally, I would like to thank my friends and family for their support and patience.

Table of Content

  • Chapter I – Introduction
    • 1.1 Project Aims
    • 1.2 Project Objectives
    • 1.3 Minimum Requirements
    • 1.4 Constraints
    • 1.5 Project Approach
    • 1.6 Project Deliverables
    • 1.7 Legal, Ethical, Professional, Social Issues
    • 1.8 Project Plan
  • Chapter II – Literature Review
    • 2.1 Shneiderman’s Rules of Interface Design
    • 2.2 User Interface Heuristics
    • 2.3 Accessibility Guidelines
    • 2.4 Service Desk Systems Issues
    • 2.5 Current Trends
    • 2.6 UML Use Case
  • Chapter III – Work Plan
    • 3.1 Introduction
      • 3.2 Waterfall Model
      • 3.3 Iterative Model
      • 3.4 Spiral model
      • 3.5 Incremental build model
      • 3.6 Agile Model
      • 3.7 Justification
  • Chapter IV – Requirements
    • 4.1 Requirements Gathering
    • 4.2 Requirement Analysis
    • 4.3 Results
      • 4.3.1 User Analysis
      • 4.3.2 Task Analysis
  • Chapter V – Design
    • 5.1 Architecture Design
    • 5.2 High level Design
    • 5.3 Detailed Design
    • 5.4 Database
    • 5.5 Low Fidelity Prototype
    • 5.6 High Fidelity Prototype
    • 5.7 API design
  • Chapter VI –Implementation
    • 6.1 Debugging
    • 6.2 Usability Test
    • 6.3 Performance Test
  • Chapter VII -Final Testing
    • 7.1 Black Box Testing
    • 7.2 White Box Testing
  • Chapter VIII -Evaluation
    • 8.1 Future Implementation
    • 8.2 Aim
    • 8.3 Objectives
  • Chapter IX -Conclusion
  • Bibliography
  • Appendix 1: Gantt chart
  • Appendix 2: Questionnaire
  • Appendix 3: Login Code in iOS Platform

List of Figures

  • Figure 1: UML Diagram
  • Figure 2: Waterfall Model
  • Figure 3: Iterative Model
  • Figure 4: Spiral Model
  • Figure 5: Incremental Build Model
  • Figure 6: Agile Model
  • Figure 7: Hardware Support
  • Figure 8: Hardware Support
  • Figure 9: Designs
  • Figure 10: Request Box
  • Figure 11: ERD
  • Figure 12: Login
  • Figure 13: Registration
  • Figure 14: Service Category
  • Figure 15: Request Pop-up Window
  • Figure 16: Administration
  • Figure 17: Administration
  • Figure 18: Applications
  • Figure 19: Software
  • Figure 20: Software Testing
  • Figure 21: Black Box Testing
  • Figure 22: White Box Testing
  • Figure 23: Cyber Security
  • Figure 24: Service Desk
  • Figure 25: IT Service Desk Systems

Chapter I – Introduction

Service desk is the communication centre which provides single points of contact (SPOC) between staff and company, business partner along with employees. The main purpose of service desk is ensured that staff receives proper help within a time. It is designed for handling both services request and incidents which is considered as an event to improve service quality. This report is premised on developing a mobile application for Qatar Petroleum Company so that they can provide better quality services with the help of service desk systems. This mobile application is developed for improving staff service quality.

1.1 Project Aims

This mobile application is developed to solve problems of all Qatar Petroleum’s staffs within limited period of time. This app saves time for raising queries or requests at office because there is lots of work which are performed outside of this office. In this case, employee can use this mobile app to file a complaint with the emphasis on a multi-dimensional collaboration.

1.2 Project Objectives

Qatar Petroleum Company wants to develop their service desk so that “The Mobile Application Enhanced Service Desk System (SDS)” project to solve problems of all employees. On that note, identified problems are transferred for mobile verification after desktop verification and all problems trying to solve faster and on time. In order to achieve this aim of this project, there are listed following objects-

  1. Establishing measurable requirements of all stakeholders in this software.
  2. Developing this mobile application with the specified functions in a mobile version.
  3. Evaluating performance of this mobile application in real life scenario for future improvement procedure.

1.3 Minimum Requirements

This mobile application is developed to solve employee problems. In this case, this mobile application must be incorporated user friendly and multilingual facilities otherwise all employees can not able to use all those features. On that note, purpose of this developing mobile application is not solved in a proper manner. In order to design this mobile application, there are used different advanced software application programs and platforms such as marvel and build fire for mobile application programming along with designing. In that regard, this project requires personal computer, laptop, mobile application platform, IT services and other software to fulfil all specification of this Qatar Petroleum. In order to build this app, software designers require supports from both software as well as hardware so that they can establish a connection between platforms and devices. For this project, this project does not need any funding along with subjects.

1.4 Constraints

Two major factors become constraints for this project.

  1. This app is designed to solve employee problems. However, targeted users are totally different from university working environments.
  2. Another problem is that this mobile app contains several software and libraries to provide staff support. In this case, those software and libraries do not support in IOS platform whereas it is feasible to build in Android platform or in desktop environment.

1.5 Project Approach

This mobile application is developed for the purpose of mitigating employee’s issues related to workplace as early as possible so that work performance level can be better. According to the company’s specification, software designers are trying to implement all those elements into this mobile app. However, software designers try to gather more information and ideas from employee so that they can obtain clear vision of all requirements. Based on that specification, this mobile application requires knowledge of web development, basic programming languages, and skills in mobile application design along with use app interface. On that note, this mobile should be user friendly and easy to use along with professionally developed so that it can be represented for Qatar Petroleum Company.

1.6 Project Deliverables

This project is based on to enhance the service quality with the help of software application program. Therefore, this application development process will take almost 4 to 6 months approximately on the basis of criteria. This project has to complete before real application. Entire software is developed to follow the development phase of waterfall model so that each specification can be fulfilled. In order to deliver this report, specification of each stage will be delivered and established. On that note, beta version of this application will be delivered before launching actual application so that problems will be identified. Based on those identified problem, testing is done to receive those issues to provide better quality of services. This software application program provides user guidelines and detailed instruction so that user can use this mobile application in an effective way.

1.7 Legal, Ethical, Professional, Social Issues

This mobile application requires personal information for register with this mobile application. In this case, this software application must be incorporated data protection law 2018 and UoP Research Data Management Policy to ensure data safety during using this application. All contains which are included as a subject in this project, will be over 18 years old along with providing data assent. Before hands-on research, official requirements will review as per The University of Portsmouth ethical review. All guidelines and paradigms are used under the guidance of professional experts of this University so that final submission will be held in a proper way. This app deals with organizational issues and social impact does not influence this app.

1.8 Project Plan

Project plan is developed to fulfil all criteria and purposes. Project plan helps to design entire work in an organized way so that project objectives will be solved within deadline. Entire project plan is portrayed in Gantt chart (MS project) so that anyone can easily understand the individual project task, responsible person, duration. The risks such as system design, debugging consumption are faced during software development process. In this case, time management is another issue to achieve milestone. [Refer to Appendix 1]

Chapter II – Literature Review

Service desk is an important information technology service management method which is a combination of different IT service management. This mobile app is developed to build service desk management for employers of Qatar Petroleum so that organizational; problems are solved at that point of time. In order to develop this mobile app, this software requires interface design, software life cycle development for development and white, black bio testing to identify bugs. In this section, information is collected from different secondary sources such as journals, books, and published web sources (Bober, 2014). This information helps to represent entire software designing planning in an effective way which can reduce complexity. In order to make this app easier, this app incorporates various technologies, software libraries, user friendly interference.

2.1 Shneiderman’s Rules of Interface Design

Software designers required to solve various problems day by day. In order to solve all those identified problems, they require a detailed investigation and search. Based on this information, they have to develop a plan and test this software before launching (Copenhaver and Koclanes, 2016). In this case, users always prefer user friendly interfaces. On that note, Shneiderman’s Rules of Interface Design helps to provide eight methods for improving usability of a software application with good designing.

  1. Strive for Consistency: –
    For enabling user friendly interface, software designers have to incorporate easy and understandable icons, colours, menu option which is familiar with users. In this way, user can easily recognize their desired options and they can follow sequences (Hockey, 2016). On the other hand, users have to apply their knowledge in finding options if software designer follows standardized option. In this case, users have to learn and follow the guideline to recognize perfect menu. On that note, consistency plays an essential role because user can easily familiar with digital landscape. In this way, product can achieve goals.
  1. Enabling Shortcuts: –
    User can easily find items by shortcuts which are enabled to improve user friendliness. As an example, Windows and Mac operating systems provide user shortcut for undo, copy and paste so that user can easily perform their task with the help of those key shortcuts (Jäntti and Cater-Steel, 2017).
  1. Offering feedback: –
    Users have that right to get informed about all activities happened in this mobile application otherwise user does not know about every activity (Keisling and Sproles, 2017). For an example, software updating percentage, picture upload provides information to all users about progress rate. Every feedback is to be more relevant, meaningful, fit with the context and clear.
  1. Easy Actions Reversal: –
    Users get anxious if they make any mistakes regarding wrong information providing in the time of login and transaction (Lemire, Rutledge and Brunvand, 2016). In this case, software des joiners enable an option which is called “UNDO”. This option makes everything simpler and user can revert back to that step which helps to prevent any mistake or accidents.
  1. Error Handling: –
    Every system should be designed flawlessly as much as possible otherwise any system related issues cannot avoid by users (Piccoli and Lui, 2014). In this case, software designers provide intuitive and simple instructions to resolve all identified problems so that user can able to use those guidelines to recover these situations.
  1. Supporting internal control: –
    When any clients use software application program, they can have the power of entire systems that they can change, modify or customize all options as per their choice (Sillanpää and Sillanpää, 2015). In this case, they can avoid unnecessary interruptions which are promoted during fetching data.
  1. Reducing short term memory loading: –
    Human has limited memory capacity for data processing. In order to avoid those problems, software designers have to incorporate information in interfaces so that users do not require remembering data (Stern, 2017). As an example, users have to insert data from one page to another. In this case, interactive user interface provides information to avoid this situation so that it can increase mastery, controlling over systems.
  1. Designing Dialogue: –
    Software designers develop systems which provide information while any task is completed. Otherwise users try to guess when it will be done (Xuan et al., 2016). In order to be an interactive system, it should be incorporated those facilities as that user understand easily by seeing dialogue box.

2.2 User Interface Heuristics

Heuristic evaluation is the usability inspection process for software which helps to recognize usability issues in user interface design. It involves specially evaluators exampling judging and interface its compliance with identified usability rules and principles.

  1. System Status Visibility: –
    System should inform users about current status and actions via appropriate feedback and visual cues within time. As an example, page loading, picture uploading percentage rate provide information regarding progress status to users. User interface must be interactive.
  1. Matching between real world and systems: –
    Every system includes multilingual facilities so that user can select their languages. In this way, they can easily order, and information given by systems and they can choose actions according to their preferences (Bandyopadhyay and Boyd-Byrnes, 2016). In order to make user friendly interference, system developer use easy coins, colours, menu option which is much familiar with users rather than standardized icons?
  1. Using freedom and control: –
    User selects wrong option due to lack of information. In this case, systems designer must keep there an option which is “EMERGENCY EXIT” so that they can transfer from that situation to a safe zone. In this case, it can save user data and privacy.
  1. Error Prevention: –
    Sometimes, system provides error messages to inform users that any problems happen by mistake. In order to avoid this situation, users have to click OK button to get rid of this situation and comment.
  1. Helping users diagnose, recover and recognize errors: –
    Every error message should be promoted in a simple language so that every user can understand and rectify problems. Systems designers do not use codes to interpret problems in a display box. Furthermore, system designers indicate problems in a simple way, and it should be constructive and precious.
  1. Standards and Consistency: –
    System designers have to use simple icons so that users can able to understand the meaning by seeing it without having the proper knowledge and information.
  1. Recall and Recognition: –
    System designers develop application software so that it can reduce the user memory. In this case, users do not need to recall information from dialogue box. System designers provide all possible instructions.
  1. Efficiency and Flexibility: –
    In order to improve interaction, system designers have to implement easy methods so that both experienced and inexperienced use can able to use this application more efficiently.
  1. Minimalist and Aesthetic Design: –
    Dialogued box should not use irrelevant information such as programming codes. In this way, user can easily understand all commands present in dialog box with the help of easy language and icons presentation.
  1. Documentation and Help: –
    In order to provide more interactive with user, every system must incorporate guidelines so that user can take help for future actions. Instructions are provided to make every activity much easier for users.

2.3 Accessibility Guidelines

This report is developed to provide all necessary information regarding development procedure of mobile application which is designed for IT service desk systems of Qatar Petroleum. In order to develop this mobile application, software developer has to follow few strict guidelines which are discussed below-

  • Qatar government has introduced data protection act 2016 to secure user’s personal information and transaction details. In this way, this mobile application has to maintain this law for more data protection.
  • This mobile application will be used by several users who will not aware of mobile. On that note, software developer has to keep that in mind in the time of application development that users can obtain a hassle-free experience along with this app is user friendly.
  • In order to provide more interactivity, this mobile application will inform users by sending push notification regarding new messages, work progress report etc.
  • In order to register with this mobile application, users have to submit their personal information and passwords. For providing more security, this application will accept only encrypted passwords (Barqawi, Syed and Mathiassen, 2016).
  • This mobile application will incorporate flexibility, maintainability, scalability for user friendly interference in iOS platform.
  • Service desk systems will provide necessary instruction such as user manual for easy access.
  • This mobile app will support multilingual facility so that anyone can access this in an effective way.

2.4 Service Desk Systems Issues

IT service desk system is the integral part for an organization to form a single point which can meet the communication requirements of both users along with staffs. In order to mitigate technological complexities, the requirements for greater diligence are to maintain those technologies available always and it has increased the demand along with changed scope of supports. IT service desk systems has a great impact on organizational performance in following ways-

  1. Identification of service request: –
    Service Desk is designed in this way so that it can recognize all difference between user’s requirements, categorized. Based on that information, it provides services to solve the issues automatically (Brax et al., 2017). In this case, this desk support also assigns the appropriate technician so that they can solve the actual problems on the basis of location, workload, and specification. Priority is assigned automatically with the help of matrix.
  1. Lacking of Intelligence: –
    IT service desk is designed to provide faster solution. In this case, it can also identify the property and requirements of each task on the basis of intelligence, recommendations and patterns. Moreover, service desk provides solutions depending on its effectiveness.
  1. Repetitive Tasks: –
    The major issue is the service desk system has to face same tracks daily and manage it in a proper way. It can waste time because it can easily provide solution to the basis of requirements of this task to proper technicians with the help of AI. Lacking of streamlined procedure can cost any organization in huge rate.
  1. Resolving productivity Problems: –
    Any capable IT service desk system is highly configured to identify issues and it keeps tracking of every incident. On that note, it can help to increase the productivity rate by solving problems on time.
  1. Increasing the complexity: –
    Service Desk system cannot handle huge number of requests at a time. In order to manage all these issues, this can increase the complexity with the help of automated process to resolve the problems.
  1. Management and Control: –
    User can track of all those issues by service portal, e-mails, SMS, notifications, web interference. In this case, interruption of services requires addressing for minimizing impact in business operations.

2.5 Current Trends

Technology is emerging in terms of landscape of business to enable new firm of business automation process and incorporating more data in embedding technology in daily experiences. According to current trends of IT service desk, it contains IT service management and technological influences.

  1. Self-Services: –
    Artificial Intelligence is the key of transforming end user self-services capabilities of IT desk services systems. Self-service support can provide basis of search of FAQ, knowledge-based information, identified issues to interactive diagnostic capabilities sets with the help of contextual users’ awareness. FAQ can provide 24-hour support systems to solve more problems in an effective way.
  1. Environmental Data: –
    Machine learning language helps to enable diverse data which is to be integrated and make more accessible for service desk staffs. It helps to identify in depth issues and diagonals them individually. After that, it helps to provide better mad faster solutions.
  1. User friendly Services: –
    IT desk tooling enables more features which is enriched with more facilities and it to solve more complex issues. It helps to diverse organizational environments and involve agents interface.
  1. External interactions: –
    In order to manage external interfaces, it is used to facilitate data sharing and it ensures SLA compliance. With the help of cloud service, IT service desk systems help to address user’s problems in an effective way (Chandler and Chen, 2016). SaaS is cloud based software, uses to improve infrastructure of IT service desk. SaaS solution helps to resolve problems with the help of staff relationship management.
  1. Becoming More business oriented:-
    Digital transformation is rapidly changed the lines between process, people, data and technology. Service desk transform data from desktop notification to mobile so that action is taken faster to resolve problems with the help of advanced technology.

2.7 UML Use Case

Figure 1: UML Diagram
(Source: Created by Learner)

Chapter III – Work Plan

3.1 Introduction

This project is emphasized on IT service desk system. In order to develop this mobile software application program, system developer will follow few software development life cycles models so that those tools can provide easiest solutions in software designing process. Before starting developing a software programs, software designers have to know the basic requirements and specification after consulting with clients. Project plan has to be made on the basis of client’s criteria. Gantt chart will demonstrate the entire project work so that client will understand each step very specifically. In this case, solution will be recommended if client can find any issues or additional requirements regarding software development process. Software development can be done using various development models which are discussed below-

3.2 Waterfall Model

Waterfall model is known for its sequential designing process and all phases of this classical method are seen as the flowing downwards steadily such as initiation, analysis, conception, design, testing, implementation, maintenance, production (Alshamrani and Bahattab, 2015). This model follows sequential process of software development so that result of every previous phase becomes the input of next phases. Based on project planning, this model decides and recollects all the specification along with designs. Implementation has to be done on the basis of designs and requirements. In verification phase, testing is done to know about issues so that software modification can be prepared to resolve all identified issues. After all the above process, final phase is maintenance to keep consistency in software development process so that immediate services are provided on the basis if requirements or feedbacks.

Figure 2: Waterfall Model
(Source: Created by Learner)

3.3 Iterative Model

Iterative model is another implementation process of software development which focuses on simplified implementation. After that, this model identifies complexity and tries to solve all issues until the final software development process has been done. In order to start software development process, it segregates entire development process into several parts so that it tries to understand requirements before starting remaining work (Kazim, 2017). However, small specification turns into complex to maintain its quality. Development process continues until it finishes the entire implementation and all those processes are recognized as iterations. All processes are repeated to enhance software quality and adaptability.

Figure 3: Iterative Model
(Source: Kumar and Rashid, 2018)

3.4 Spiral model

Spiral model is a combination of systematic, sequential linear, waterfall and iterative model. It can easily recognize risks and provide solution to rectify those identified issues. This model releases the final product in terms of incremental view so that this model improves the quality of product iteration on the basis of criteria. It has four phases such as identifications, design, build, risk analysis and design (Kumar and Rashid, 2018). The diagrammatic representation of this model looks like looks and number of loops depend upon individual projects along with its requirements. Software designer will decide number of phases to develop entire project using this model.

Figure 4: Spiral Model
(Source: Kumar and Rashid, 2018)

3.5 Incremental build model

This model divides entire project into multiple standalone modules. The entire process goes through design, testing, implementation, verification and maintenance. In this development phase, this model consists of multiple software development cycles. In order to make every phase more easily, each cycle is managed by modules (Misra and Singh, 2015). The main advantage of this model is that software is developed very quickly, and this model is very flexible to adapt new features on the basis of good designs along with planning.

Figure 5: Incremental Build Model
(Source: Kumar and Rashid, 2018)

3.6 Agile Model

This model is a combination of incremental along with iterative process model. This model also focuses on client satisfaction along with adaptability by working delivery of software products rapidly. This model also segregates entire development process into multiple incremental builds which are provided in iteration (Pant, Hardwari and Kumar, 2014). This model follows unstructured way in comparison with another model. In this model, client gets the opportunity to make decisions and make changes during development process. In this way, issues can be identified in the middle of development phases. Project manager can face difficulties to set the timeline for large projects because client interactions can make too many changes.

Figure 6: Agile Model
(Source: Pukdesree, 2017)

3.6 Justification

This software program application named as IT service desk system can be built using software development life cycle model. This project is developed on the basis of few requirements. On that note, this project has limited timeline to design a service task system. In this case, waterfall model is effective for this software application program because this model is cost effective (Pukdesree, 2017). Other model is time consuming and costly than waterfall model. Based on project specification, client interaction may hamper the development process. Furthermore, risk analysis can be done and solutions will be provided before launching final product.

Chapter IV –Requirements

Software application program requires few specific tools in its development process using software development life cycle models which are discussed in aforementioned section. In this case, requirements analysis is done to provide information regarding tools which are required for IT service desk systems for Qatar Petroleum.

4.1 Requirements Gathering

This mobile application is designed to provide flexibility and reliability so that users can receive immediate services through this service desk system app. In this case, this mobile application provides user friendly platform, multilingual support. On that note, IT service desk systems incorporate data safety mechanism to provide data protection. After collection information (Survey Questionnaire) from clients and employees, software developer has decided to design these service desk systems on the basis of specifications and requirements.

[Refer to Appendix 2]

4.2 Requirement Analysis
IT service desk requires technologies and hardware support, cloud management to provide support. Based on the user specification, following areas are found which is required to improve for providing better quality of services.

  • Users account management
    Employees can submit about their technical and system related issues with the help of ticketing systems. Users can easily track services which are already provided to them. All services are provided on the basis of priority and it is decided automatically. IT service desk system tries to solve issues.
  • Hardware Support
    IT service desk system provides hardware supports for each technical request. In this case, IT professionals try to solve all problems on immediate basis. Users can recognize actual issues with the help of IT technical supporters over call or social media chat. User can check progress of performance. In order to provide better quality of services, Service Level Agreements (SLAs) provides assurance to solve problems.
  • Office and network infrastructure
    This mobile application is prepared to solve problems of employees at workplace. Qatar Petroleum wants to develop an IT service desk system to resolve all issues immediately. Due to heavy work pressures, employees are not able to come office to raise complain. In this case, network infrastructure is required to generate this mobile app to provide necessary technical supports.
  • Application along with systems change request
    Qatar Petroleum is one of the huge petroleum company which is used various applications for money transactions, cloud services for data storage, agreements with clients. In these cases, there can be high chance of unauthorized access (Gao et al., 2015). In order to provide data safety, IT service desk systems adapts new features and updates system along with application by IT professionals via online network services on the basis of user’s requests.

Figure 7: Hardware Support
(Source: Created by Learner)

  • Projects Work
    Project works help to develop entire software development process by adapting new features so that software can solve the purpose and provide better quality of services. This project work is developed on the basis of designing, maintenance and testing to resolve issues along with systems bugs.
  • Maintenance
    This application software is developed after mitigating all requirements. Then this software requires maintaining throughout its life because technology is emerging. Based on that new specification, software adapts new features to provide better quality of services.
  • Technology used
    This mobile application has used various technologies to provide data safety, data transfer and account management systems. In order to register with this application, users have to enter their personal details to create a new user account. In this case, this mobile app requires database systems for storing more information. Cloud services can provide those facilities to provide additional data storage. IT technical professionals can fix several issues such as application updating, software related problems through cloud services.
  • Self service
    Users can solve few problems with the help of IT professionals over the phone. IT professional provides necessary guidelines to resolve those issues after understanding the criteria.

4.3 Results

4.3.1 User Analysis

Service Desk Management is a process of managing IT services desks that can form several points of contacts between IT service users along with IT service providers (Jäntti and Cater-Steel, 2017). In this case, this service desk application has been developed to provide appropriate services on immediate basis. In order to use this mobile application, staffs have to register with this app by providing irrespective personal details and work email id so that IT developer can restore all functionality if any problems may arise.  System would generate a secure link which would send to provide mail id and users can retrieve their existing account to solve their individual purposes. Contact information would help to recreate encrypted and protected passwords because system would generate ONE TIME PASSWORDS (OTP) to avail all operation through this service desk mobile application.

Users can choose one or more than one services on the basis of their requirements and necessity. There are provided several options of services such as administration, access, application software, cyber security, staff support, and hardware services. In this case, each option has multiple activities with detailed specification because there are different types of queries generated by users. Based on specific details, users can add list of services in their respective carts. In this case, they can create a new SAP account, block account, data transfer, and access to another staff’s network folder. Therefore, this services app would provide little restriction on the basis of user performance and their position. Administrators can only get those facilities to access other staff’s indoor motion and transfer data. These facilities are entirely protected from other staffs.

Based on their individual choices, all servicers are stored in cart on temporary basis.  This service desk application can provide entire details of service growth in their request details section which would show the approval of access request, access type and its appropriate justification. Users have to attach necessary documents. On that note, application and software provides numerous services such as ECM, QPNet app, Technical app. ECM is a collection is defined strategies process along with tools that can allow business to organize, store and obtain critical information for business, employees, staffs along with stakeholders. Enterprise Content Management can help in reformation of business strategies to deliver appropriate services for all employees and staffs.

Figure 8: Hardware Support
(Source: Created by Learner)

4.3.2 Task Analysis

Task analysis can be done by professional to gather information if there is any issue. Based on that information, professionals can resolve these problems to provide immediate services. In this case, these mobile applications incorporate following steps-

  1. This mobile application requires personal information to register with app. In order to provide more safety, professionals provide guidelines how to create password so that those passwords cannot be recognized easily (Jäntti and Hotti, 2016).
  2. Users can register with specified issues such as hardware, technical supports. This mobile application has different sections so that users can choose accurate problems. Based on this information, technicians can determine the priority of these problems.
  3. Qatar petroleum employees would adjust their hardware issues and IT professional can resolve these problems on the basis of services request along with their details through a secured network services on immediate basis so that essential work would not get hampered.
  4. IT service professionals have appointed to configure activities for eFax users and replacement of different components of machine. Necessary action has been taken after ensuring the available of appropriate services manager who can guide to retrieve files, information so that corrupted by virus can be recoverable using software application programs.
  5. Users can delete particular activity from cart and ICT service is also provide to provide IT resolves for activities so that quality of services can be measured with appropriate technical solutions.
  6. Users can contact IT professional directly and these services would available 24X7 to provide necessary guidelines.

Chapter V – Design

Every software is required to develop on the basis of prophecy plan and design which is prepared by software designer after evaluating all factors of client’s requirements as mentioned earlier. Software design is a process where client’s specification transforms into software designing followed by coding along with implementations. Software design consists of the levels which are described below-

Figure 9: Designs
(Source: Created by Learner)

5.1 Architecture Design

This designing process is a highest abstract version of these systems. Architecture design identifies software as the system along with many components interacting with each other’s. In this case, software designers have obtained the idea of proposing solutions to develop software. In order to develop IT service desk, software designers understand user specification by conducting survey.

5.2 High level Design

High level designing phase consists of several components to develop software (Piccoli and Lui, 2014). In these cases, this design divides entire tasks into multiple modules so that it can help to develop software in an effective way. This designing model understands modular infrastructure of every system along with interaction and relation between each other.

5.3 Detailed Design

Detailed design is the implementation stage of subsystems which discusses in previous two sections. Based on the specification, implementation is done by considering all modules. In this stage, logical structure is established for every module with their interfaces after communicating with each other.

Figure 10: Request Box
(Source: Created by Learner)

5.4 Database

Information is stored ion cloud database so that it can be accessed by authorized persons with protected along with encrypted passwords (Scupola, 2014). Structure Query Language is used to recover data from database. There are few examples given to show how data representation can be done.

Staff’s tables

Staff Name User Address Phone Number Positions
Naasiruddeen el Naim Nr World Trade Centre, A Ring Rd. Doha. 44365489 – Office HSE Specialist
Nazeema al Mahdavi P.O. Box 93982. Doha. (00974) 44919880 SR. Business Analyst


5.5 Low Fidelity Prototype

Low fidelity prototype is the quick and this prototype is easily translated in high level designing concepts. The main advantage of this prototype is to test functionality of software rather than its visual appearance. Few visual design attributes are repressed with the help if key elements. Software developer can simulate this prototype during testing sessions. Based on requirements, manual changes can be done to modify these systems.

Figure 11: ERD
(Source: Scupola, 2014)

5.6 High Fidelity Prototype

This prototype is used when software engineers have clear idea of product’s specifications. Based on that information, they build this product and test with the help of real users to know issues. After that, they obtain final approval of software designs from clients. This prototype incorporates detained and realistic designs (Stern, 2017).

5.7 API design

Software developer prefers to use API design as a software development process. In this case, API design explores backend data along with application functionality to upgrade into new applications.

Chapter VI –Implementation

Implementation is the stage where software designer develops software according to software designing process. Final implantation is done with the help of modules and processes.

6.1 Debugging

IT service desk system is a software application program to evaluate problems and provided solution after resolving all identified issues at workplace.

Figure 12: Login
(Source: Created by Learner)

In order to get access, users have to enrol themselves with this app by providing their personal details. This system allows users to provide storing passwords which is protected. This helps to prevent from unauthorised access. [Refer to Appendix 3]

Figure 13: Registration
(Source: Created by Learner)

Users register with this app for informing about their problems such as hardware and software. This application consists of several options (Swoger and Hoffman, 2015).

Figure 14: Service Category
(Source: Created by Learner)

Users can select options rearguing their problems. Based on that information, IT professionals provide necessary guidelines to recover from those problems.

Figure 15: Request Pop-up Window
(Source: Created by Learner)

Staffs can edit services as per requirements through this request pop-up box. Based on the services, request numbers have been generated accordingly. Service desk specialist can solve problems through a secured network connection and provide instructions to overcome problems based on importance of issues.

Figure 16: Administration
(Source: Created by Learner)

This application incorporates data protection features and any unauthorized action cannot be performed.

Figure 17: Administration
(Source: Created by Learner)

IT professionals can resolve problems through a secure network infrastructure because professionals have the access employees of Qatar petroleum’s computes. They can easily resolve problems.

Figure 18: Applications
(Source: Created by Learner)

Users get passwords and professionals use these passwords to get access in their respective computers. IT professionals can upgrade their systems through cloud services as per requirements.

6.2 Usability Test

Researcher observes to encounter problems so that real users obtain the chance to use software. In this case, they can face few problems after completing the entire tasks.

Figure 19: Software
(Source: Created by Learner)

6.3 Performance Test

It is used to understand the responsiveness, stability and speed while it has faced huge workload. In this way, performance test for this mobile app is done to recognize its capability to solve multiple problems at a time.

Chapter VII -Final Testing

This is process of investigation to obtain information about product quality.

7.1 Black Box Testing

It is known as a behavioural testing which is based on internal structure, implementation and design process. This testing is done to collect information about bugs in following ways-

  • Missing functions
  • Interfacing errors
  • Problems in data structure
  • Performance issues
  • Termination errors

Figure 20: Software Testing
(Source: Created by Learner)


Figure 21: Black Box Testing
(Source: Bober, 2014)

7.2 White Box Testing

Researcher chooses this testing process to exercise path via code along with determines appropriate codes. In this process, testing is done via structural analysis.

Figure 22: White Box Testing
(Source: Bober, 2014)

Chapter VIII -Evaluation

Qatar Petroleum wants to develop service desk system because employees are facing several problems at workplace. In this case, this software tries to resolve those entire issues immediate basis. In this case, software developers try to fulfil all requirements. This software is developing for iOS platform by adapting data protection techniques.

Figure 23: Cyber Security
(Source: Created by Learner)

8.1 Future Implementation

This app can be used by another multi-national company to resolve issues and receive faster services at workplace.

Figure 24: Service Desk
(Source: Created by Learner)

8.2 Aim

This application is developed to resolve all issues at workplace so that staffs can save their time along with productivity are high.

Figure 25: IT Service Desk Systems
(Source: Created by Learner)

8.3 Objectives

This mobile application want to provide user friendliness based on achieving all requirements so that employees can use this app very effectively.

Chapter IX -Conclusion

This report was premised on “Mobile Application Enhanced Service Desk System for Qatar Petroleum”. This mobile app incorporated data security on the time of registration. This mobile application would support in iOS platform. This mobile application helped every user to make everything much easier because solution for each problem would available instantly without any worrying. User could register with problems specifications by choosing services from lists. Based on that information, this app would choose appropriate operator by their professional’s details. All details would send to user’s work email address so that they could check notification regarding problems specification. This mobile app was developed after fulfilling all criteria and tested before final version launched to identify risks. Based on that, software developer had worked on that to mitigate all those identified risks and requirements specification had been changed.

Service desk mobile app would design to solve office inside problems so that there was no requirement for payment. Staffs only submitted request and respective IT professionals would come to resolve particular problems or else they could provide guidelines so that staffs could manage this easily. Those decisions had been taken on the basis of problem criteria. Therefore, this software application programs would keep all records for further access. Later on, it could recognize every problem on the basis of its criteria, and it provided respective solutions at instant. Based on problems, services would provide and software developers had tested entire software after releasing final version by black and white box testing so that this application could serve its purpose in an effective way.


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Appendix 1: Gantt chart

(Source: Created by Learner)

Appendix 2: Questionnaire

Question 1: What are the issues with this app?

Question 2: What does the change require to provide better quality of services?

Question 3: Is this app solved all purposes?

Appendix 3: Login Code in iOS Platform

NSMutableURLRequest *request = nil;

request = [NSMutableURLRequestrequestWithURL:[NSURL URLWithString:@”http://server.com/login.php”]];


NSString *post = [NSStringstringWithFormat:@”username=%@&password=%@”, @”<username>”, @”<password>”];

NSData *postData = [post dataUsingEncoding:NSASCIIStringEncodingallowLossyConversion:YES];

[request setValue:[NSStringstringWithFormat:@”%d”, [postData length]] forHTTPHeaderField:@”Content-Length”];

[request setTimeoutInterval: 15];

[request setHTTPMethod:@”POST”];

[request setHTTPBody:postData];


_urlConnection = [[NSURLConnectionalloc] initWithRequest:requestdelegate:self];

[_urlConnection start];


– (void)connection:(NSURLConnection*)connectiondidReceiveData:(NSData *)data {




– (void)connection:(NSURLConnection*)connectiondidFailWithError:(NSError *)error {

//Oops! handle failure here



– (void)connectionDidFinishLoading:(NSURLConnection*)connection {

if (_statusCode>= 200 && _statusCode< 400) {

//Things look ok

NSString *responseString = [[[NSStringalloc] initWithData:_responseData] autorelease];

//Send this to an xml lib and parse



[_responseData release];

_responseData = nil;

[connection autorelease];



– (void)connection:(NSURLConnection*)connectiondidReceiveResponse:(NSURLResponse *)response {

if ([response isKindOfClass:[NSHTTPURLResponse class]]) {

NSDictionary *headerFields = [(NSHTTPURLResponse*)responseallHeaderFields]; //This would give you all the header fields;




NSUserDefaults *standardUserDefaults = [NSUserDefaultsstandardUserDefaults];


if (standardUserDefaults) {

[standardUserDefaultssetObject:@”<username>” forKey:@”username”];

[standardUserDefaultssetObject:@”<pass>” forKey:@”password”];

[standardUserDefaults synchronize];



//To retrieve

NSUserDefaults *standardUserDefaults = [NSUserDefaultsstandardUserDefaults];

NSString *val = nil;


if (standardUserDefaults)

val = [standardUserDefaultsobjectForKey:@”username”];


class EDUser {

varfirstName: String

varlastName: String?

varbirthDate: NSDate?


init(firstName: String, lastName: String?, birthDate: NSDate?) {

self.firstName = firstName

self.lastName = lastName

self.birthDate = birthDate




// MARK: – Accessor


extension EDUser {

class varcurrentUser: EDUser? {

get {

return loadCurrentUserFromDisk()


set {






// MARK: – Log in and out


extension EDUser {

class funcloginWithUsername(username: String,

andPassword password: String,

callback: (EDUser?,NSError) -> Void) {

// Access the web API

var parameters = [

“username”: username,

“password”: password




parameters: parameters).responseJSON {

response in


if response.statusCode == .Success {

let user = EDUser(firstName: response[“firstName”],

lastName: response[“lastName”],

birthDate: NSDate.dateFromString(response[“birthDate”]))

currentUser = user

callback(currentUser, nil)

} else {

callback(nil, yourError)





class funclogout() {





// MARK: – Data


extension EDUser {

class private funcsaveCurrentUserToDiskWithUser(user: EDUser) {

// In this process, you encode the user to file and store it



class private funcloadCurrentUserFromDisk() ->EDUser? {

// In this process, you get the file and decode that to EDUser object

// This function will return nil if the file is not exist



class private funcdeleteCurrentUserFromDisk() {

// This will delete the current user file from disk




// MARK: – Helper


extension NSDate {

class funcdateFromString(string: String) ->NSDate {

// convert string into NSDate



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