ITSM & ALM

Overview

ITSM & ALM is a unified platform built for Pura Barutama that consolidates three operational workflows in one system: IT Service Management (ITSM) for repair request handling, Asset Lifecycle Management (ALM) for asset lending and software asset registration, and software project tracking. The platform links day-to-day operations with performance reporting: resolved repair tickets feed into generated KPI PDFs, and completed software projects are registered as assets that can later be submitted for repair requests.

The Problem

Internal IT operations at Pura Barutama were managed across disconnected workflows. Repair requests were tracked manually, asset lending had no formal system, ongoing software projects were not linked to the asset registry, and KPI documents had to be compiled by hand from scattered records. There was no single source of truth that connected repair work, assets, projects, and performance reporting.

My Role

I was the sole developer across the full lifecycle: system architecture, data modeling, feature implementation, and deployment. The core design challenge was building three interconnected modules that share state meaningfully: a helpdesk that reads from the asset registry, a project tracker that writes to it, and a reporting layer that turns helpdesk activity into KPI-ready PDFs.

Process

I modeled three modules that share state: helpdesk tickets, asset lending and software asset registration, and project development tracking. Resolved tickets feed a KPI PDF generator, and completed projects are registered as assets that can later be requested for repair. I built it with Laravel and Filament, including a repair approval flow over WhatsApp with Puppeteer.

Key Features

1. 01Repair request ticketing with a structured helpdesk workflow
2. 02Generated KPI PDFs from resolved tickets, removing manual compilation
3. 03Repair approval via WhatsApp with a Puppeteer integration
4. 04Asset lending with borrowing and return status tracking
5. 05Project development tracking with progress status
6. 06Automatic software asset registration from completed projects

Challenges

The challenge was meaningful data sharing across three modules, so a ticket, an asset, and a project always agree with each other. Approval over WhatsApp also meant making sure a chat decision is valid and auditable before it changes ticket state.

Outcome

The platform is live and used routinely by internal teams at Pura Barutama. It unified three previously disconnected workflows, removed manual KPI document compilation, and created a closed-loop lifecycle for software assets, from project inception to helpdesk availability, serving 150+ daily active users.