Soch College of IT
Affiliated to:
Tribhuvan University
Institute of Science and Technology
An Internship Proposal Report
On
Service Management System (SMS)
at
Websoft Technology Nepal Pvt. Ltd
Submitted to
Soch College of IT
Ranipauwa, Pokhara
In partial fulfillment of the requirement for the Bachelor
Degree in Computer Science and Information Technology
Submitted by:
Sufi Timilsina (16860/074)
April, 2022
Contents
1. Introduction ...................................................................................................................... 3
1.1. Introduction to Internship ......................................................................................... 3
1.2. Introduction to Organization ..................................................................................... 3
1.2.1. Organization Hierarchy...................................................................................... 4
1.2.2. Organization Contact Details ............................................................................. 5
1.3. Introduction to Project .............................................................................................. 5
2. Problem Statement ........................................................................................................... 6
3. Objectives ........................................................................................................................ 6
4. Description of Internship Work/Project ........................................................................... 7
5. Internship Plan ................................................................................................................. 7
6. Expected Outcome of Internship Activities ..................................................................... 8
7. References ........................................................................................................................ 8
1. Introduction
1.1. Introduction to Internship
Internships are typically one-time work or service experiences related to the student’s
major or career goal. The internship plan generally involves students working in
professional settings under the supervision and monitoring of practicing professionals
(Jackel, 2011). An internship provide an opportunity to develop skills and experience in a
particular field or industry, and can help explore the different roles within the field so one
can figure out which one they would like to pursue long-term. The internship is usually
designed to provide students with on-the-job training that complements their academic
studies. It can also offer invaluable work experience to set one apart from other
candidates and an opportunity to create a network of contacts. In fact, 59% of employers
make a full-time job offer to interns, and 77% of students accept said offer. That means
that more than 45% of interns land a full-time job from their internship (2022). An
internship gives the chance to put the concepts and strategies of academic study into
practice in a live work environment. Internships are available in a wide variety of fields,
and some internship may be paid or unpaid. The type of work varies based on the field
and organization, but it may include conducting research, assisting in daily office tasks, or
shadowing upper management (Sweitzer & King, 2004).
The goal of the internship at Websoft Technology Pvt. Ltd. will be to deliver a web-based
application, i.e. Service management System, mainly using laravel framework.
1.2. Introduction to Organization
Websoft Technology Nepal is a privately owned software company in Pokhara that has
been working as a software outsourcing partner for various IT companies around the
globe, such as Malaysia, Thailand, Indonesia, Australia, the USA, UK, and Japan. Its goal
is to be the leading broad-based IT knowledge and solutions provider to customers
globally. It provides local and international clients with a variety of IT services, including
IT outsourcing, hosting and cloud services, custom software application development,
social media development, and application development. Some of the most renowned
banks, media corporations, government agencies, and small-to mid-size businesses from a
variety of industries are among the company's clientele. The Websoft mission is to create
value for the customer by providing solutions that will enhance profitability and
competitiveness while sustaining environmental friendliness. It emphasizes quality with a
team of highly devoted, experienced, and specialized workers that have a track record of
successful project delivery.
“Aim for success, not perfection. Never give up your right to be wrong, because then you
will lose the ability to learn new things and move forward in your life.” This is the
philosophy that Websoft Technology Nepal Pvt. Ltd. believes in.
1.2.1. Organization Hierarchy
Figure: Organizational Hierarchy
1.2.2. Organization Contact Details
Websoft Technology Nepal Pvt. Ltd.
Srijana chowk, Pokhara-8, Nepal
Phone: +977 61-538358
Email:
[email protected]Website: www.websoftnepal.com.np
Opening hours: 10am – 5pm
1.3. Introduction to Project
A service management system is a large, modular system that consists of various software
components that incorporate all or most aspects of a service-oriented organization. It
introduces a new or stronger way to improve their services to the customer (Andersen &
Ankerstjerne, 2014). In order to have a service-management mindset, the organization
must understand the level of process maturity that is required to become a service-
oriented organization. The software development industry is changing. It is becoming
more customer-centric, and in order for your organization to stay competitive, it must
adapt. To do so requires a shift in mindset from a “product” mindset to a “service”
mindset. A service-management system will help you achieve this shift, as well as help
you focus on the continual improvement of your organization’s processes and services
specifically for business administration and management (Subramony & Pugh, 2014).
These modules will be able to transform the business from being traditional to becoming
well-managed and fully automated and getting the best possible results. This helps in
delivering excellent quality of service and products efficiently and effectively with
minimum cost. A high-performing service management system can ensure the optimum
services to their customer in a complex manner than the typical supply chain.
Service management system is the web application, which gives information related to
the customer and services of the company. It is a system that can be used by the company
management to keep track of the customers, invoices and its service enrollments. It's a
way for companies to manage their relationships with customers. The specific purpose of
the system is to automate the communication between the management, clients of the
organization.
2. Problem Statement
Existing service management systems are primarily manual, with organizations keeping
records to hold information such as customer information, service information, and
invoices information. Maintaining historical data is quite tough. The following are the
problem of the existing system:
It is difficult to maintain and keep track of important information in
books.
More manual hours are needed to generate required reports.
It's time-consuming to maintain historical data, which requires a lot of
storage space to store all of the prior year's ledgers, books, and other
documents.
The current system is unreliable, as manual recording often result in
mistakes and inaccurate result.
It is difficult to maintain large data without any error, which makes the
process less effective.
3. Objectives
The main objectives of proposed system are:
To manage customers.
To keep track of service information and enrollments.
To make accessing services easier.
To organize invoice detail.
4. Description of Internship Work/Project
The main responsibility throughout the internship at Websoft technology Pvt.
Ltd. would be:
As a client manager, I will be responsible for dealing with clients' needs,
handling and resolving client inquiries, establishing plans to improve customer
service, and maintaining existing client relationships.
As a software developer, the goal will be to create a website utilizing various
tools and frameworks. I'll be creating a website with a modern user experience
with the support of the senior.
The roles assigned to me as an intern can be summarized as follows:
To gather the requirements of the project and research on similar
projects.
Work on the frontend part of the project using Html, CSS, JavaScript and
Bootstrap.
Work on backend part of the project using Laravel and MySQL.
5. Internship Plan
6. Expected Outcome of Internship Activities
During my internship, I'll be working on a project with the Laravel framework that will
help me learn how to use it for development. It will help me take the first steps toward a
career in software development, bridging the gap between university and industry. It will
provide me with a better understanding of how a software company operates, as well as
how production software is developed and released to the market. It will help me to gain
the experience of working in real and practical field and most importantly working in
team. Moreover, it will be an opportunity to work in the project related to my interest and
specialization.
7. References
Andersen, M., & Ankerstjerne, P. (2014). Service Management 3.0 – the next generation of service.from
https://www.fm-house.com/wp-content/uploads/2014/12/Service_Management.pdf.
Chan, Taizan & Fielt, Erwin & Gable, Guy & Stark, Karen. (2010). Business service management: service
and service quality.
Iden, J., & Eikebrokk, T. (2013). Implementing IT Service Management: A systematic literature
review. International Journal Of Information Management, 33(3), 512-523.
https://doi.org/10.1016/j.ijinfomgt.2013.01.004
IT Service Management and IT Governance: Review, Comparative Analysis and. Hpl.hp.com. (2004). from
https://www.hpl.hp.com/techreports/2004/HPL-2004-98.html.
Jackel, D. (2011). Evaluating the Effectiveness of an Internship Program. Naceweb.org.(2022).from
https://www.naceweb.org/uploadedfiles/files/2021/publication/executive-summary/2021-nace-internship-
and-co-op-survey-executive-summary.pdf.
Nakthanom, S. Development of Information Technology Service Management System for Higher Education
Institutions. Academia.edu. from
https://www.academia.edu/7029558/Development_of_Information_Technology_Service_Management_Sys
tem_for_Higher_Education_Institutions.
Subramony,M.,&Pugh,S.(2014). Services Management Research. Journal Of Management, 41(1), 349-373.
https://doi.org/10.1177/0149206314557158
Sweitzer, H., & King, M. (2004). The successful internship. Brooks/Cole.
