IT Service Management and Service Culture

Running head: IT SERVICE MANAGEMENT AND SERVICE CULTURE
It Service Management and Service Culture
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1IT SERVICE MANAGEMENT AND SERVICE CULTURE
Executive Summary
ITSM is mainly used by some corporate IT organization for improving overall efficiency, control
and effectiveness. With the passage of time, functions related to IT have become very much
embedded in the day-to-day operation of an organization like Amazon. Delivery Model of these
important task has shifted towards more service oriented. At present, ITSM model aims to
provide support for the overall IT function. The biggest advantage of ITSM in Amazon is that it
can save huge amount of money. ITSM aims to focus on overall standardization and efficiency
for reducing the downtime. It will ultimately reduce the time which is spent on tacking the
issues.

2IT SERVICE MANAGEMENT AND SERVICE CULTURE
Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................4
Issues with respect to IT Service Management...........................................................................4
Aspect of ITSM in Amazon.........................................................................................................7
How ITSM can improve the business proposition................................................................11
ITSM Processes.....................................................................................................................12
Conclusion.....................................................................................................................................15
References......................................................................................................................................17

3IT SERVICE MANAGEMENT AND SERVICE CULTURE
Introduction
IT Service Management (ITSM) tools are all about regulating IT services that are
delivered within the organization. It is completely based on budgets, process and overall
outcomes in a project. In other words, IT service management is the implementation,
management and providing IT services for meeting the needs of the organization (Goldberg,
Satzger & Fromm, 2016). It aims to provide the people, technology, and processes that provide
proper value. Organization can have best kind of ITSM practices in some of the major areas.
There is an ever growing interest which is indicated by various kind of ITSM based projects
which are running and launched. It is all about analyzing the positive result which cannot be
achieved anyhow (Wang et al., 2017). It is due to the fact that organization are paying very much
attention towards more specifically to aspects of management. The overall concept of ITSM is
completely based on the approach of business that requires each and every possibility. Proper
implementation of ITSM can easily open up huge range of opportunities. There can be changes
in the relationship that can affect each and every possibility between both IT and business
processes. Apart from this, it focuses on the overall culture of the organization and mode of
corporate automation (Grenha Teixeira et al., 2017). Overall success of IT-based services is
completely driven by proper interaction between technologies, method, and process. With
passage of time, there has been growing overall dependency on organization that looks for much
greater IT transparency and overall expectation of customers. It also focuses on the overall
complexity of the organization.
In the coming pages of the report, research has been on the present issues with respect to
IT service management. Different aspects of ITSM in an organization has been discussed in

4IT SERVICE MANAGEMENT AND SERVICE CULTURE
brief. After that, an analysis has been done with respect to IT services and how ITSM can easily
improve the overall business.
Discussion
Issues with respect to IT Service Management
At present, there are many challenges encountered with ITSM. Some of the issues can be
seen within the ITSM. There is large number of problems associated when they encounter the
given the issues (Zhou et al., 2016). It is completely based on the overall main issues with
respect to the quality of data. ITSM aims to provide certain number of activities that are
performed by any of the organization which is needed for planning, delivery, operation and
proper control of IT-based services that is being offered to various department. It is known to be
central go to point which is needed for handling various kind of quarries. The point can be
expected that the area needs to give information which is being needed (Vázquez-Barreiros et al.,
2016). Asset data is known to be a fundamental factor which helps in handling various factors
that are needed for various decision-making process. It does not help in full understanding of the
overall asset data management. The data is neither accurate or completely available to its users.
In most of the cases, activities related to ITSM are often impacted in completely way. It needs to
work for the given organization can easily provide the required information which is needed by
organization along with proper information and reporting (Lusch & Nambisan, 2015). There is a
need for fundamental dependency on the data set for achieving the record. The given data is
completely captured and stored in such a way there can be adequate process in the given place
for ensuring its overall correct nature.

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Fig 1: ITSM Process
(Source: Müller et al., 2016)
Issues in ITSM are like
IT Cost Transparency: IT cost transparency can be considered to be a branch of IT
management which helps in combining both finance and accounting principles. It is all about
acquisition, deployment of given IT products and services that are being provided by both small
and large organization (Chen, Bao & Guo, 2016). IT cost transparency is a well-known factor
which is inclusive of asset management and project management portfolio. With the passage of
time, there is a need for keeping a proper track of expenses related to IT. It ultimately helps the
business in proper growth that is allocation of services. It is needed for identifying and
addressing the needed improvements. IT cost transparency is many times related to various tools