Development of a Web-Based Change and Incident Management Platform

Information Technology — 2025, Undergraduate

This study developed a web-based change and incident management platform aligned with service-management practice, coordinating change approvals, impact assessment, and post-incident reviews. The platform maintains audit trails and SLA dashboards. Adopting a client-server architecture and a survey-based usability evaluation, the system was built using Node.js, Express, and MongoDB. The findings showed that the platform reduced unapproved changes and improved incident closure rates, while achieving a high System Usability Scale score. The study recommends adoption by service operations teams.

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