It service management and professional

Running head: IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
IT Service Management and Professional Culture
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IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
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Table of Contents
Introduction:...............................................................................................................................2
Evaluation of IT Service Management in Netflix:.....................................................................3
How the Services create Business Value in Netflix:..................................................................5
Better IT Services:..................................................................................................................5
Faster Delivery of the IT Service:..........................................................................................6
Cheaper IT Services:..............................................................................................................7
Developing and Enhancing the IT Service Management:..........................................................7
Development of the IT Service Management:.......................................................................7
Enhancement of the IT Service Management:.......................................................................9
Planning and Implementing Service Management Improvements:.........................................11
Defining the IT Service Management Strategy:...................................................................11
Setting of the Implementation Strategy:..............................................................................11
Project Consolidation:..........................................................................................................12
Service Strategy Design:......................................................................................................12
Transitioning Service Strategy:............................................................................................12
Operating Service Strategy:.................................................................................................12
Conclusion:..............................................................................................................................13
References:...............................................................................................................................15

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Introduction:
The ITSM or the Information Technology Service Management is some set of
activities which are involved with the delivering, creating, managing and supporting the
lifecycle of information technology services (Smith & Wong, 2016). In often cases it is also
known as the IT service management. Generally, the IT service management is performed by
the individual organizations so that they can plan, design, control, operate and deliver the
information technology services to the customers of them (Laudon & Laudon, 2016). The
technology-oriented IT service management includes IT systems management and network
management. The IT service management is characterized by the approach of process
adoption towards focusing on the needs of the customers and management instead of IT
related services for the customers. The IT service management is mainly crucial for the
organization for supporting the service quality and customer experiences (Tao et al., 2015). In
this way the IT service management maximizes the business value of the organization by the
use of information technology. The concept of IT service management is works with the IT
related services for delivering and obtaining of the data. In the IT service management, the IT
service providers can be both internal and external for the organizations. In the IT service
management environment these IT service providers works with the business customers
while they also take the responsibility associated with the risks and the cost. The IT service
management works for the entire lifecycle of a service, starting from the original strategy to
transition, design and live operation.
In this paper the IT service management and its importance to the organizations will
be evaluated briefly. Here, for the investigation about the IT service management Netflix
organization has been chosen. In this report Netflix will be evaluated with respect to service
management best practices. Also, this report will demonstrate how the services creates the

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business value in Netflix. In the further section of this report how the service management
could be developed and enhanced in the practice will be discussed and after that this report
will demonstrate how the improvements can be initiated in the service management processes
which are already existing for the organization.
Evaluation of IT Service Management in Netflix:
The Netflix Inc. is an American multinational organization which is a media
production and media service provider (Jenner, 2018). The primary business of Netflix is the
subscription based streaming services in which Netflix offers online streaming of various of
films and the TV programs, including the in-house productions (Jenner, 2016). Initially the
business of Netflix was based around DVD sales and rental. In 2010 Netflix expanded their
businesses and included the streaming media services. For the online media services, they
moved into the online environment and due to this factor IT service management was
important for the Netflix so that they can provide a better service to their customers (Pittman
& Sheehan, 2015). In this aspect for providing a better IT service management to the
customers Netflix partnered an external IT service provider which was ServiceNow. The
ServiceNow Inc. is an American cloud computing organization which is having the business
model of software as a service provider (Wood, 2016). In this aspect ServiceNow provides
technical management support to the other organizations which includes the IT service
management. Netflix uses the IT service management services of ServiceNow for providing
appropriate support to their customers.
Here, Netflix has selected ServiceNow as their IT service management tools partner
in the ticket management department (Kahlout, 2017). The main idea of implementing the IT
service management in the ticketing department is that it will enable developers at the global
online video streaming services to the grow up and move on from a traditional type of home-