A system study on the internal IT Department of Converge ICT

Date of Publication


Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Industrial Engineering

Subject Categories

Operations Research, Systems Engineering and Industrial Engineering


Gokongwei College of Engineering


Industrial and Systems Engineering

Thesis Adviser

Jazmin Tangsoc

Defense Panel Chair

Ronaldo Polancos

Defense Panel Member

Brenda Rayco


Converge ICT Solutions Inc. was established back in 2011 and is considered the mother company of converge groups as it is a major player in the field of internet service providers in the Philippines. The company has been able to adapt to emerging technologies as the telecommunications company caters the need of the growing society by being one of the top internet service providers in the Philippines. Today, Converge offers top broadband engineering services, data network, and systems, IT production and peripherals that are at par with national and international telecommunications companies.

This study focuses on the Internal IT Department of Converge JCT Solutions also known as the IT Support Team wherein different types of ticket requests are evaluated and analyzed. Each of the ticket requested by the users are categorized in five prioritization levels. After documenting the system of the IT Support Team, a SWOT analysis was conducted by the researchers to determine any problems within the department. The issues and concerns found by the researchers were ranked and prioritized using a WOT-SUG analysis. Through the analysis, the total number of passed and failed tickets within the standard service level agreement (SLA) from May 2018 to June 2018 were identified. Once each of the ticket in different categories were analyzed, the highest ranked problem identified was that the ticket concerns classified under the first level of prioritization had a deviation of 9. 7 5% from the SLA which exceeded the standard resolution time with a total of 422 days incurring an opportunity loss of Php1,455,799.73.

Given that the main problem of the IT Support Team is identified, a why-why analysis was conducted to be able to identify the root causes of the problem through interviews, data analysis, and a time & motion study. The initial why-why analysis was validated and reconstructed for a final analysis on the root causes of the system wherein a total of 19 root causes were identified. A total of 15 alternative solutions were then generated by identifying the system's requirements, running a simulation, and a cost-benefit analysis. After evaluating the alternatives the researchers were able to identify the solution that they will be using for their proposed system through a pareto chart. The solution that would be further discussed in this study is the improvement of the IT Support's Team ticketing system. The implementation of the generated solution will have a total cost of Php43,3 l 8.67 and would have a duration of 4 months.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall


Data processing service centers—Management

Embargo Period


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