Status : Verified
| Personal Name | Layug, Brian Shene V. |
|---|---|
| Resource Title | A framework for enhanced IT product service transition to operations |
| Date Issued | 17 June 2026 |
| Abstract | This research assessed the current Service Transition Management practices within a suborganization of a Fast-Moving Consumer Goods (FMCG) company. The study revealed significant challenges in the current STM processes, notably insufficient knowledge transfer, inadequate documentation, and communication breakdowns. These deficiencies directly led to the operations team consistently failing SLAs, impacting business efficiency, and overall service quality. The investigation incorporated stakeholder feedback and benchmarked against industry standards, underscoring the critical need for a more structured approach for managing Information Technology (IT) product transitions. To address these identified challenges, this study proposes an operative service transition framework - Service Transition – Dimensions, Deliverables, and Evaluation (ST-DDE) This framework systematically integrates key dimensions of service management, with essential deliverables, and a comprehensive evaluation component utilizing specific KPIs and metrics. The framework provides structured, phased approach designed to enhance efficiency, mitigate operational risks, and improve service quality and reliability of utilizing the applications. Recommendations stemming from this framework emphasize formalizing knowledge management, strengthening training, improving communication, and developing data-driven evaluation process, thereby offering a practical pathway for continuous improvement in the team’s service transition capabilities and supporting its digital transformation journey. |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Service transition management; IT product; Service operations management |
| Material Type | Thesis/Dissertation |
Preliminary Pages
112.45 Kb
Category : F - Regular work, i.e., it has no patentable invention or creation, the author does not wish for personal publication, there is no confidential information.
Access Permission : Open Access