Framework for securing information on helpdesk systems based on blockchain and IPFS technologies

In traditional help desk systems there are vulnerabilities that allow the alteration of data without it’s manager’s knowledge. Previous studies show that a high percentage of help desk staff are resources without the experience or skills necessary for managing a highly sensitive system. This paper proposes a framework for the implementation of decentralized blockchain and Interplanetary File System (IPFS) technologies to ensure the integrity and traceability of information recorded in conventional help desk systems. The framework is composed of three phases (1) entity abstraction, (2) deployment of decentralized technologies and (3) implementation of decentralized technologies. The study was validated through experiments in controlled environments and the measurement of different variables and indicators. The results showed that the combination of decentralized blockchain and IPFS technologies makes it possible to secure the information recorded in help desk systems.