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ITSM final assignment...

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Contents Introduction......................................................................................................................................2 Aim and Objectives.........................................................................................................................3 ITSM History...................................................................................................................................3 Information Technology Infrastructure Library – ITIL...................................................................4 ITIL Service Strategy.......................................................................................................................5 Benefits of Service Management.....................................................................................................5 IT Risk Management.......................................................................................................................5 IT Service Management...................................................................................................................6 Risk Management for Amazon:...................................................................................................6 Security and Access Management for Amazon:..........................................................................7 Demand Management for Amazon:.............................................................................................7 IT Service Continuity Management:............................................................................................7 Capacity Management:................................................................................................................8 Business Relationship Management:...........................................................................................8 Financial Management for Amazon:............................................................................................8 Implementation of ITSM Processes and Workflows.......................................................................9 Seven Steps Improvement Process................................................................................................10 Measurement and Metrics..............................................................................................................10 Deming Cycle................................................................................................................................10 Conclusion.....................................................................................................................................11 References......................................................................................................................................12

Introduction Amazon is the world’s largest retailer after 2015. Amazon is unique in different aspects not only in terms of success. Amazon web services is a branch of Amazon that offers on-demand cloud computing platforms. Amazon web services is a secure platform that offers web services which provides compute power, database storage, delivery of content and other functions that help the growth of a business. Amazon allows us to run web and application servers in the cloud to host dynamic websites, help to safely store files in the cloud, uses managed databases like MySQL, PostgreSQL, Oracle or SQL Server to store data. It also provides static and dynamic files fast and sends bulk email to the customers. Regardless of the functions, most corporations evolve organically. The most forward-thinking teams, departments, or businesses also cannot figure out what exactly will occur to them in the times ahead and there will always be a requirement for change. From a service point of view, many service operations have also progressed organically with the demands of the business they handle. In the 1980s the IT help desks have progressed for multiple causes (one being that organizations like IBM provided discounts to their clients if they conducted a single point of contact help desk) The helps desk teams immediately discovered that their issue was rarely dealing with their clients, but was being able to get support from their own IT department. The essence of being here that, in the progressed organic corporation, people in IT and ‘the business’ both had discovered the paths of working and communicating with one another that is fruitful(kind of). The real scenario was that many initial(and also some present) help desks were just neglected by their clients and IT colleagues alike, therefore losing the chance to minimize the help overhead on the technical employee, develop standard steps on reporting, and to show service activity to the management. In different scenarios, this also showed that IT did not meet the business requirements of its clients- as help needs were not on the agreed business imperatives rather were according to cherry-picking or who shouted the loudest or the old boy network. For the proper fulfillment of the duties of the help desk, the entire department must go hand in hand to a single and well-choreographed set of processes and standards, according to client and service demands, and not past or technology, or internal politics. So that is called ‘Service management’ – a constant ‘supply chain’ perspective from Service Corporation as a total. Service management is an organized and conscious method of constructing and managing your support structure so that the business and service aims are met that are going from disorder to order. ITSM is the pursuit of executing, organizing and delivering IT facilities to acquire the necessities of an organization. ITSM regarded about the methods where IT services can be executed to meet

the client’s requirements. It is directed by policies, is managed and structured in processes of a corporation. It is done by the Information technology service provider with a right group of people, process and information technology. Thus, a corporation may have a previous framework, staff levels, and expertise, tools, and processes, but these are not sufficient to meet the requirements of the customer group that it supports. Also, some progressive minds in the corporations might have found the need for transformation, but are powerless in convincing others, for this job there is a body of work and fairest practice that can be used in the future but is unable to convince others that are needed, or they have persuaded few parts of the corporation to take on the best practice method, but this not seen successful. We can conclude that many service management projects have set off without completing all or any at all of the above mentioned. Most of the time these are performed by an enthusiast for service management, who sees answers from service management to questions in their organization and is capable of setting off on the service management job. This mostly is not the best approach, unless the enthusiast is intelligent to get some ‘quick wins’ and utilize it to sell the project. So the message is straightforward. Be clear on the objectives and what you desire. Plan and costing should be realistic. Manage it as a formal project like others. Inform people and keep them up to date. Get involvement, dedication, and agreement from every region of the organization. Hence, ITSM is the process of implementation, management and deliberation of IT services in order to fulfill the requirements of a company or institution. ITMS experience by amazon create service taxonomy and builds effective customer portals. A service factory can be created with the help of ITSM and a new service can be initiated.

Aim and Objectives The objective of this assignment is to:     

Know the meaning of service management and its application in Amazon. A practical case evaluation concerning amazon service management best practices. Know how the amazon services make business value in a practical case. Get knowledge about the development of amazon service management and its enhancement in practice Design and execute service management developments of amazon in practice.

ITSM History In the beginning of time, IT was more directed on the development and delivery of the applications to support the requirements of the business. The need for a fundamental refocused IT service method started increasing as the business needs began to grow. Key concepts used in ITSM

1. IT Service- A facility that is given by an IT Service provider. 2. Service- It is a method of giving value to the clients as desired result that are expected by the clients without requiring to actually own the cost and the risk of the product. 3. Supplier- They are third parties that have the responsibilities and duties to provide goods according to the demand. 4. Assets, resources- Positive economic value is produced by a business from any resources that may be tangible and intangible. 5. Process- A sequence of activities or steps executed with an objective to reach a given desired destination. 6. Functions- A group or a team of people with the tools or resources utilized to function one or more tasks or processes or actions. 7. Roles- A set of duties, actions and authorities given to a person or team are the Roles. 8. Value- The worth of an item in the terms of monetary term. 9. Utility- This is the term utilized to measure the merits of a service that clients gain from any good. 10. Warranty- Warranty is defined as an assurance provided by one party to another party with a statement that certain conditions contains truth and will occur. 11. Risks- Risks are the probability or possibilities of losses.

Information Technology Infrastructure Library – ITIL ITIL is the model developed for the governance of ITSM. It was introduced by the UK government which explains the entire lifecycle along with the guidance and practices integrated set towards the service design, strategy, transition, improvement, and operation. ITIL is the collection of document that delivers the ITSM solution with significant practice and framework. ITIL standardizes planning, delivery, selection and the services of IT support for the increment service efficiency and the maintenance of the services prediction level. [ CITATION Gan14 \l 1033 ] Communication

Customer Care

Service Lifcycle

Quality of Service

Process Concept

Figure 1: ITIL basic concept Amazon carries out the strategically concept of ITIL service for benefiting the optimization of the resources and capabilities. With ITIL, the process and the business goals are defined and strategies within the business values and policies are created and are delivered to the customers residing all in the entire world. The goals and task based roles are considered along with the

value of customers in the process of ITIL implementation. With the implementation of ITIL, Amazon increased the alignment among the business and IT service providers. It also increased the delivery of service, along with the satisfaction of customer and reduction of costs with the utilization of resources. Additionally, it has allowed Amazon to improvise the business risk management. [ CITATION Ste17 \l 1033 ]

ITIL Service Strategy The position, perspective, patterns and plans required by the service providers is defined for meeting the objectives of the service strategy of ITIL service lifecycle. Amazon provides several service strategies which includes a laser-focus on the experience of the customer. It also considers the service the supervisory strategic forces. Amazon thus commits to work for the customer. Additionally, it builds the corporate culture to listen to the need of the customer. Further, it provides the service of searching their own needs with this, the customer shoppers can save time and also embrace a confidence and feel empowered to obtain their solutions by themselves. Likewise, Amazon nurtures the community of the fellow customer support. Also, it develops a FAQs sessions and makes the personal interactions easy. Likewise, with the implementation of ITIL service strategy, it stays connected with the buyer, and maintains relationship among the brands and customers. On top of all these strategies, it establishes a sense of need of the products in the customers. [ CITATION Mco19 \l 1033 ]

Benefits of Service Management The benefits of using Amazon web services are that they are simple, beautiful, complete, leading web services and are predictive. Amazon web services (AWS) has more services than any cloud provider. AWS has more functionality. AWS has more databases that are manufactured for many types of applications. The ITSM provides clear understanding of what and why the business requires to gain operational excellence across the globe and sites. This also helps in increment in productivity and deliver support which eventually gives the company well-pleased end users with practical beliefs. ITSM also helps in minimizing breach between detecting incidents and solving them. Amazon benefits from ITSM by prevention of IT problems before they occur and its provision of automated creation, viewing, updating and resolving .ITSM helps Amazon’s data quality preservation.

IT Risk Management Amazon ensures the absence of any problem in its operation through problem management. It tends to find the root cause of the problem of all the kinds and solves the issue as soon as it is identified. Additionally, it avoids the re-occurrences of the incident proactively based on fundamental problems. It conducts life cycle activities for the management of the problems. IT risk management is an ongoing activity that has the life cycle of its own. A simple IT risk management process generally contains these elements:

Identification- Particular organizational dangers must be recognized whenever an item is added to the service catalog or whenever there is a modification of the current service catalog item. Risk Identification mainly takes place in the Service Design phase or the Continual Service Improvement phase of the ITIL framework in amazon, where the definition and commitment of the new services take place. Chance of risks taking place and risks prioritizingDetermining the possibility of the occurrence of risk in amazon is important also the importance of each risk. The probabilities are classified in simple terms as low, medium, or high probability. Like, a new service to supply cell phones where you may find the risks mentioned below and their possibilities of occurrence. Risk response planning- What will be the response to your service desk and IT department if any of the known risks take place? A response plan can be created for fighting with risks by the IT department with the help of any of the below methods. Avoidance- Constructing IT service delivery to keep away from the risk. To keep away from cell phone configuration errors, for example, an extra tech might be needed to go through the checklist to make sure all configurations were done in a correct manner before phone delivery. Mitigation- Service delivery transformation to decrease the consequences of a known risk. In the context of our cell phone, issues regarding the phone damage can be mitigated by buying newer waterproof devices and cases, insuring or by getting a hard case, and a display cover. Planned contingency- When the risk occurs, a plan to address the risk is required. In the case of failure of a new cell phone or its damage, an organization might stock spares to the position as soon as possible as replacements. Shifting the risks- The organization could have insurance or a third party for repair for repairing cell phones or issues regarding replacements. Acceptance of risks- There may be risks that are not included by avoidance, mitigation, planned contingency, or risk shifting. The organizations may accept these risks as unmanageable or costly to take care of and leave out of the response plan. Monitoring- It’s needed to look and find risk triggers that initiate a response. In the context of cell phones, the trigger would mostly be a user support call. In case of operational support, organizations can install software such as BMC’s True Sight Operations Management products which monitor performance and availability. This monitoring software can alert on-call IT responders on its own when problems are found. Improvement- After the identification of new risks, they should be assessed in the situation of the management processes formed and reflected in a new risk management plan. In the ITIL framework, improvement is executed under the Continual Service Improvement practice of the ITIL Service Lifecycle.

IT Service Management Risk Management for Amazon:  Identification of risks which might take place by process of lifecycle.  Ranking the risks from highest to lowest based on the probability of occurrence and its impact  To ensure that e-commerce site are protected from frauds and provide trusted and safe environment to user.  Implementation of identified strategies as it is required to make project success.  Amazon anticipate, block and identifies the fraud attacks from millions of customers.

Security and Access Management for Amazon:  To sustain and implement an effective data security policy.  To make sure that ism is capable of meeting the security trials of the future.  To make the information exchanging are trustworthy.  To make the service accurate, secure and efficient.

Demand Management for Amazon: It is trait to predict, control and prepare the demand for products and service over time. It emphasizes on balancing supply and demand in global market.  Amazon provides broad range of service to the global market based on demand. Major services and products of Amazon are:  Amazon.com  Amazon Web Service  Prime Video  Amazon Music  Fire Tablets  Fire TV

 Echo and Alexa

IT Service Continuity Management:  Discovering the ability required by an organization to fulfill changing requirements. It consists of:  Business capacity management,  Service capacity management and  Component capacity management

Capacity Management:  It is ITSM process that operates under service design process group of ITIL principle.  It ensures that resources and facilities available in company can fulfill the demand on market in cost effective and timely manner.

Business Relationship Management:  Systematic method to understand, describe and promote business related networking practice.  Aims to maintain a positive relationship with customers.  Identify the market demand and service requirements  Handle and monitor the customer complaints.  Needs of BRM for Amazon  To develop healthy relationship with customer  To identify and develop product based on the market requirement  To optimize the service

Financial Management for Amazon:  Main goal of financial management is to collect proper amount of financing to excute the business model of company

 Benefits for Amazon:  Help to maintain the framework for recognizing, handling and retail business.  Help to manage the relationship between revenue and expenditure  Receive support to run the business.

Implementation of ITSM Processes and Workflows 

It is best to acknowledge the early aims of your organization before executing ITSM processes in amazon. In the context of implementing IT service management workflows in amazon, there is no single approach. So it is essential to gracefully know the areas of IT where ITSM processes can; choose the right manpower; assign the logical technology; assign the right workflows; know the dangers and possible risks involved, and be cautious with steps for recovery.

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According to a McKinsey report, 70 percent of projects fail due to the unwillingness of the management to assist employees to welcome the change. For prevention, the organization has to make a change in receptive culture. This can be achieved by making sure that all stakeholders are agreed on the merits of strategizing and executing good ITSM processes...