Project Management Strategy for Chatbot Implementation Based on ITIL v4: A Logistics Company Case

The rapid development of information technology drives improvements in service quality, including help desk services that act as a central point of customer support. The research aims to enhance the achievement of Service Level Agreement (SLA) response and resolution targets in a digital port and logistics company that has yet to meet its SLA response goal of 95%, with an average fulfillment of only 64%. The research adopts a descriptive qualitative method using a case study approach. Data were collected through SLA reports from December 2023 to April 2024 and interviews with the helpdesk team. The research object is the company's helpdesk system. The analysis is conducted using the Information Technology Infrastructure Library version 4 (ITIL v4) framework through Service Value Chain (SVC) practices and supported by an Agile approach. The results show that implementing an ITIL v4-based chatbot combined with Agile practices can significantly improve SLA response due to the chatbot's availability and instant response capabilities. Additionally, SLA resolution is also improved as the chatbot supports initial triage and accelerates ticket routing to the appropriate teams. The average gap after implementation indicates a 26% improvement in SLA response and a -1% gap in SLA resolution (exceeding the target). The research highlights the strong potential of integrating ITIL v4 into chatbot design and management, even though academic studies exploring the relationship between ITIL v4 and chatbot functions remain limited.