The Design and Implementation of a Dashboard Web-Based Service Management Operations Arief Agus Sukmandhani, Jati Kesuma Rusly, Agung Pratama, and Jenny Ohliati Computer Science Department, BINUS Online Learning, Bina Nusantara University, Jakarta, Indonesia Email: {arief.sukmandhani, jati.rusly, agung.pratama003, jenny.ohliati}@binus.ac.id Abstract—This research is to actualize Service Management Operation (SMO) in a company by creating a dashboard application. When the company confronts the limitations of less efficient collecting data on ongoing project reports, and current data reports detailing isn’t well visualised. The data management process also is still done manually using Microsoft Excel, and it is also difficult to see the progress of the project being worked on. Dashboards have emerged to help quickly visualize the information needed and help make decisions. In addition, it should serve as a guide for raising awareness, advancing administration, and defining strategy. Visuals are intuitively displayed on dashboards, allowing workers to view records, improve information, and analyze data from ongoing efforts. Three interviews and meetings were conducted with company staff to identify application needs, learn about the SMO organization and uncover current data frameworks and structures. Applications are built using PHP, XAMPP, and MYSQL. As a result, the SMO dashboard application can assist in expanding the adequacy of SMOs’ work in overseeing business and administration, which combines SMO report accommodation exercises and assignment administration so that SMO detailing can be carried out on time and streamline accelerate business and service management. Based on the results of the UAT obtained 84%, it can be seen that the reaction from the SMO Division staff to the web-based dashboard application framework based on the level of acknowledgment increased. Index Terms—Service Management Operation (SMO), dashboard, application, UAT I. INTRODUCTION The COVID-19-episode postures numerous challenges for organizations worldwide and has provoked numerous companies to select to have most of their representatives work from home to relieve more extensive spread [1], [2]. Nowadays, the most significant challenge is managing inaccessible work, and this new Work from Home (WFH) is considered viable after its far-reaching selection. Picking for further work requires organizations and specialists to depend intensely on information and communication developments to adjust rapidly and idealize their occupations Organizations ought to react dependably and reliably to new challenges and openings. Representatives must Manuscript received March 29, 2022; revised June 17, 2022; accepted June 23, 2022. perform their obligations effectively. Agreeing to Shagirbasha (2021) and Akhtar & Sushil (2018), execution proficiency is inactive and energetic [2], [3]. Inactive alludes to the change of the existing condition, and active implies the state’s constant evolution. The efficiency of employees’ effectiveness in observing, overseeing, controlling, and carrying out execution exercises is measured to the degree of worker execution Key Performance Indicator (KPI). The KPI itself is worth four focuses: Financial, Client, Process, and Development Learning/HR Improvement. These four KPI focuses are implemented by XYZ firm, which is locked in an IT consulting firm. The trade now has a few supporting offices required to bolster IT benefit administration or Service Management Operation (SMO) at each KPI key point esteem. Agreeing to Lucio-Nieto et al. (2016), SMO is a component to supply clients with high-quality IT services at strategic and vital levels, mindful of benefit technique and plan, IT systems, strategies, and benchmarks for conveying commercial esteem. The study conducted by Gonzales-Banales et al. (2016) SMO executed at COTEMAR has a few points of interest, one of which is enhancing inside forms related to IT administrations. SMO is the point of integrating records, innovation, and human assets to provide IT administrations over an organization viably provide IT administrations over an organization [4]. Right now, XYZ firm engaged in services confronts the limitations of less efficient collecting data on ongoing project reports, and current data reports detailing isn't well visualized. The data management process is still done manually using Microsoft Excel, and it is also difficult to see the progress of the project being worked on by the team. Due to frequent collisions, data updates between SMO officers and data in Microsoft Excel are not centralized. Thus, the impact of desk division is unclear. Microsoft Excel also resulted in single failure reporting, this is because this data is held by 1 division, namely the SMO Officer. This thinks about points to actualize SMO at XYZ firm by making a dashboard application. Dashboards have appeared to assist quickly in visualizing needed information [5] and help make decisions. Dashboards are built-in rundown shapes to induce the exact data you wish to form fast choices in no time. Moreover, it should serve as a director for raising mindfulness, progressing administration, and determining strategies [6]. Intuitively 632 Journal of Advances in Information Technology Vol. 13, No. 6, December 2022 doi: 10.12720/jait.13.6.632-637