IT Service Management (ITSM) Report: Amazon's Business Strategy

This report provides a comprehensive analysis of Amazon's IT Service Management (ITSM) strategy, focusing on its business background, customer demands, and the challenges it faces in the e-commerce landscape. The report explores how IT can address these challenges, detailing the organizational structure and the role of an IT service provider, specifically Sirius Computer Solutions. It delves into the IT service catalog, ITIL stages (Service Strategy, Design, Operation, Transition, and Continual Service Improvement), and their associated processes, objectives, key activities, metrics, roles, and business cases, including process flow diagrams and SLAs/KPIs. Furthermore, the report examines the Deming Cycle for continuous quality improvement and concludes with an evaluation of the proposed ITSM model's effectiveness, comparisons to similar organizations, and recommendations for improvement.

AMAZON

Business background
 Amazon had started off as an online book store and then diversified
by adding more items
 Amazon considered itself as a completely company that is customer-
centric in nature.
 According to Amazon’s principles, it had stated that it wants to take
advantage of opportunities which presents itself to the organization
during the span of unprecedented revolution of technology
 Amazon believes in putting their customers in the first priority along
with maintaining ownership for their teams.

Business challenges of Amazon
 Keeping up with the growth of e-commerce
 Performance in international level
 Balancing their investments with their profit

How IT can help solve those
challenges
 Making the entire process easier: the implementation of IT within the
organizational operations of Amazon might help the organization into
various ways
 With the help of information technology, the company would be able
to reach out to its target customers and convince them to get
products from them
 the usage of IT within the organizational operations would help the
organization in increasing their revenue because the usage of IT
services would help them in making lesser investments in their
business process and get more profit out of the business processes
used by the

Organization structure/ chart
Image 1: Amazon’s organizational structure in a chart format
(Source: Iden, & Eikebrokk. 2016)

IT Service Provider
 The IT service provides that has been chosen for Amazon in order to
mitigate the issues faced by the organization include Sirius computer
solutions.
 This service provider that has been chosen for this organization has
ranked first on the MSP 501.
 This organization has brought about a huge amount of changes in its
operations as compared to previous years
 The solutions of the company span data centers as well as lines of
business in the industries.

It is the best type of organization
for Amazon because
 When the assets of IT are changes frequently, it is able to make
managing multivendor hardware as well as software contracts a great
challenge.
 Sirius computer solutions makes use of a methodology which includes
processes, people as well as technology in order to simplify the
challenges faced by the organization
 Sirius computer solutions utilizes a particular methodology that has
been proven and which helps in improving productivity
 Exclusive and SMART portal of Sirius computer solutions would allow
the organization in managing as well as tracking their inventory and
agreements online with the help of secured login

IT service catalogue
 IT strategy- infrastructure
 Infrastructure assessments
 Design
 Implementation
 Optimization
 Meta7-oracle solutions
 Integration center
 Technology enablement centers (TES)

IT strategy-operations
 IT consulting
 Architecture
 Design
 Implementation
 Migration
 Project management
 Support services-OneTouch

Five stages of ITIL
 Service strategy
 Service design
 Service operation
 Service transition
 Continual service improvement

Business case of the ITIL
implementation
Image 7: Process flow diagram
(Source: Fajar, Alworth & Wang, 2018)

References
 Fajar, A. N., Alworth, J., & Wang, G. (2018, September). Information
system product implementation and support process maturity
analysis. In IOP Conference Series: Materials Science and
Engineering (Vol. 420, No. 1, p. 012091). IOP Publishing.
 Iden, J., & Eikebrokk, T. R. (2015). The impact of senior management
involvement, organisational commitment and group efficacy on ITIL
implementation benefits. Information systems and e-business
management, 13(3), 527-552.