This report provides a comprehensive analysis of Amazon's IT Service Management (ITSM). It begins with an overview of Amazon's business background, its customers, and the challenges it faces in the e-commerce landscape, including issues related to growth, international performance, and balancing investments with profits. The report then explores how IT can address these challenges, such as streamlining processes and increasing revenue. It details the selection of Sirius Computer Solutions as the IT service provider, justifying this choice and highlighting the benefits, including risk and cost reduction, and the SMART portal for efficient management. The core of the report delves into the ITIL framework, outlining the five stages (Service Strategy, Design, Transition, Operation, and Continual Service Improvement) and describing processes within each stage, including their purpose, objectives, key activities, metrics, roles, workflow diagrams, and business cases. The report also covers SLAs and KPIs, and concludes with an analysis of the effectiveness of the proposed ITSM model, comparing it to industry best practices, and offering recommendations for improvement, including a discussion of the Deming cycle for continuous quality improvement. The report aims to help students understand the practical application of ITSM principles within a large organization.
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