Abstract
Support requests, equipment records, and maintenance schedules in ICT departments are often managed through separate spreadsheets, printed logs, and informal follow-ups, making it difficult to see which requests are still open, where a piece of equipment currently is, and when it is due for maintenance. This study describes the design, development, and evaluation of an Integrated ICT Helpdesk and Inventory Management System developed for St. Paul University Philippines (SPUP) to bring support-ticket handling, equipment inventory tracking, and preventive maintenance scheduling into a single platform. Using the Agile Scrum methodology, the system was built to let staff and faculty submit and track support tickets online, let ICT personnel manage the university's equipment inventory — including bulk updates through file uploads — and generate maintenance checklists on a set schedule, with each department only able to see and manage its own records. The system also connects to the university's Microsoft 365 accounts so that ICT staff can manage user accounts directly from within the platform. Quality was assessed using ISO/IEC 25010 Software Quality Standards, showing very great extent compliance overall (M = 4.38), particularly in Functional Suitability (M = 4.62) and Maintainability (M = 4.51), with Security rated comparatively lower at a great extent (M = 4.15). User acceptance, evaluated via the Technology Acceptance Model (TAM), indicated strong agreement overall (M = 4.63) among ICT staff, department requesters, and administrators, led by Overall System Satisfaction (M = 4.71) and Perceived Usefulness (M = 4.66). The evaluation also identified opportunities to strengthen the system's security and to reduce its reliance on a single point of failure in day-to-day background processing. The results indicate that the system offers a more organized and responsive way to manage ICT support and equipment at the university.