ABS CBN Global's Future Strategy in Implementing its IT Help Desk System using Scenario Planning / Mary Lourd D. Senolos

Date : May 21, 2018
Number of Pages : 80 leaves
Adviser : Prof. Glen A. Imbang

Abstract

ABS-CBN Global current IT Help Desk system license is about to reach the end of its five-year license agreement with an external technology provider, Supportworks. With this impending decision to renew, alternative solutions are considered with regards to the company's future strategy in implementing its IT Help Desk system.

The aim of this study is to determine the different strategies available to the company with respect to its future IT implementation. The study looks at the latest trends in the IT Help Desk industry as well as the company's internal capabilities in drawing plausible scenarios in the future.

Through the application of the scenario planning technique, the following scenarios are defined : (1) IT Help Desk Gone Smart (2) Competency Boost via Outsourcing and (3) Escalating Capabilities. Literatures on capabilities, current technology review and alternative technologies assessment are considered in the exercise and formulation of the recommendations.