ICTSAD601: IT Business Analysis Report on Change Initiation Project

This report presents a comprehensive business analysis of Hosted Desktop Services (HDS), focusing on a change initiation project. The report begins with an introduction to business analysis and the position of HDS in the IT industry, followed by a detailed case study outlining the challenges faced by the company. The author, acting as the Chief Information Officer (CIO), outlines their role and responsibilities in addressing these issues. The report then delves into specific areas of analysis, including performance reporting, identification of performance measures, cultural assessment, and organizational change management recommendations. It explores the redesign of business aspects using online technologies, opportunities for innovation, and risk management strategies. The report also covers the development of communication plans, resource allocation, and the integration of innovation into the business. It concludes with recommendations for continuous improvement and the application of knowledge gained from the project. The report provides valuable insights into business analysis, change management, and IT solutions within the context of a growing IT company.

IT Business Analysis
ICTSAD601
Subject:
Business Development:
Change Initi ati on Project

Prepared By,
xxx
Assessment Coversheet
Last name:
First name:
WIN ID: / Student contact phone number:
Student email:
Have you changed your address or contact details recently? Please advise us below of any changes:
Unit of study code: ICTSAD601
Unit of study name:
Unit of Study Trainer:
Assessment title and Number: Assessment and Validation of the Website
Due date: XX/XX/XXXX– OR –
I have been granted an extension/Special Consideration until XX/XX/XXXX
Time & date submitted: 01:00PM 03/05/2018
Academic Honesty
All forms of plagiarism and unauthorised collusion are regarded as academic dishonesty by WIN, resulting in penalties including
the failure of the unit of study and possible disciplinary action.
In submitting this assessment, I acknowledge the following:
 I have read and understood WIN's Plagiarism Policy 2014onpage 21 at
(http://www.win.edu.au/images/Student_Handbooks/WIN_Shb_VET_v13_Oct_2013%20_2_.pdf).
 I certify that this work is substantially my own, and where any part of this work is not my own, I have indicated as such by
acknowledging the source of that part or those parts of the work.

 The assessment has not been submitted previously for assessment in another unit.
 The assessment conforms to the requirements in the unit of study outline and that a corrupt file or incorrect file type will not
be accepted for submission by the system.
 I have retained a duplicate copy of the assessment.
 The trainer, in assessing this assessment, may reproduce this assessment, provide a copy to another vocational staff member,
and/or communicate a copy of this assessment to a plagiarism checking service (which may then retain a copy of the
assessment on its database for the purpose of future plagiarism checking).
Student’s signature: xxx Date: 03/05/2018

Table of Contents
1. Introduction.............................................................................................................................................6
1.1 About Business Analysis.....................................................................................................................6
1.2 The position of HDS in the IT Industry...............................................................................................6
1.3 Case Study.........................................................................................................................................7
1.4 My Role..............................................................................................................................................8
2. Specifications...........................................................................................................................................9
2.1 Analyzing performance reports and variance from plans of Hosted Desktop Services......................9
2.2 Identify the performance measures and assessment tools and techniques......................................9
2.3 Conduct of cultural assessment.........................................................................................................9
2.4 Participation into organizational change management recommendations.......................................9
2.5 Redesign aspects of the business using online technologies...........................................................10
2.6 Opportunities for innovation in organization’s business strategy...................................................10
2.7 Encourage, testing and recognize new ideas and entrepreneurial behavior...................................10
2.8 Approval from authorities to confirm the change management.....................................................10
2.9 Approval of innovations through organizational processes.............................................................10
2.10 Consultation with groups and individuals to change process........................................................11
2.11 Change management plan.............................................................................................................11
2.12 Action interventions and activities in project plan.........................................................................11
2.13 Risk management and cost benefit analysis..................................................................................12
2.14 Risk analysis...................................................................................................................................14
2.15 Risk management analysis.............................................................................................................14
2.16 Identification and respond to barriers to change with risk management plan..............................14
2.17 Communicate costs and benefits of innovation.............................................................................15
2.18 Development of communication plan...........................................................................................15
2.19 Objectives, timeframes, measures and communication plans......................................................15
2.20 Assign of resources to the project.................................................................................................15
21.0 Arrange and manage of activities to deliver communication plan.................................................15
22.0 Activate the strategies to embed change information session......................................................16
23.0 Impact of changes and consequences of people...........................................................................16

24.0 Implementation of contingency plan.............................................................................................16
25.0 Investigation and analysis of causes and manage emerging challenges and opportunities...........16
26.0 Integration of innovation into the business...................................................................................17
27.0 Development of procedures to evaluate continuous improvement systems................................17
28.0 Knowledge and skills from activities and future work...................................................................17
29.0 Regular evaluation and review, modification of project plan........................................................17
CONCLUSION.............................................................................................................................................17
REFERENCES..............................................................................................................................................18

1. Introduction
1.1 About Business Analysis
Business Analyst is an advisory role which has the responsibility for investigating and analysing business
situations, identifying and evaluating options for improving business systems, elaborating and defining
requirements and ensuring the effective implementation and use of information systems in line with the
needs of the business.
Some business analysis roles extend into other areas such as strategy implementation, business case
production, benefits realisation, specification of IT requirements.
A good business analyst can make the difference between a poor and a great investment in business and
IT improvements. A good Business Analyst must have some competencies such as good personal
qualities, great business knowledge and professional techniques.
The personal qualities are the skills and characteristics that are useful for a business analyst. These can
be explained as communication, relationship building, influencing, team working, political awareness,
analytical skills and critical thinking, attention to detail, problem-solving, leadership, self-belief and
professional development.
Business Knowledge is an essential as a background and foundation for the business analyst’s work. The
essentials of business knowledge can be explained by business finance, business case development,
domain knowledge, subject matter expertise, principles of information technology, organisation
structures, supplier management and business architecture.
The professional techniques can be considered with the following skills: Project management, strategy
analysis, stakeholder analysis and management, investigation techniques, requirements engineering,
business modelling, data modelling, gap analysis, facilitation skills, portfolio management, benefits
management and agilethinking.
1.2 The position of HDS in the IT Industry
HDS is a small full-service company located in the Sydney IT hub of North Ryde. It will install hardware,
software, configure and manage systems, create websites, intranets and extranets. Clients currently
come from design companies and other individual companies who do not see a need to internally
manage their IT infrastructure as it is not a core result area.
The company is still delivering some hosted services from equipment within the premises. As well as
developing open source solutions for clients, the company has also started to develop and deploy its
own applications.
The company is undergoing significant growth as "cloud" computing is becoming more acceptable, and
affordable, for businesses small and large.

The company has identified significant opportunities to expand the depth and breadth of its "cloud"
computing services, particularly into the education sector. These services are expected to increase
revenues from current customers, increase the company's market share, and create opportunities to
enter other markets.
However, other larger more well-known competitors are also making inroads into these markets. While
these companies do not offer the same level of high quality customer service that HDS is renowned for,
they can offer very competitive pricing, and are often preferred by the bigger customers that HDS is
trying secure.
HDS still operates under a "small family business" culture. Roles and responsibilities are ill-defined.
Strategic planning is ad hoc at best.
1.3 Case Study
I have been hired as the Chief Information Officer (CIO) for a small company "Hosted Desktop Solutions"
(HDS), which provides hosted "open-source" IT solutions to small and medium sized businesses.
Due to internal IT constraints and issues, the founders, Bob and Jeff have asked you to undertake a
thorough business IT analysis and to suggest solutions to resolve these constraints and issues.
HDS was started by Jeff and Bob, with a laptop each, and not much else! While they have devoted time
and effort to meeting their clients’ IT needs, their own IT infrastructure has become an ad-hoc affair
unable to meet the demands of current growth.
Networking capacity is underdone, with one 4-year-old server being used for networking, storage, file
sharing, as well as some legacy hosted applications for customers. The server box lacks sufficient
processing power or RAM, and the server set-up has become unstable over the years, as the founders
and the senior technician implement quick remedies when something goes wrong. Staff computers are
becoming old, with a messy jumble of hardware, operating systems, and software versions. Email is
hosted through Google Apps, and the website is externally hosted.
Customer management systems are also a mix of paper based and Excel files from the company’s
beginnings, together with an initial but undeveloped CRM system. Mistakes with customer’s records are
inevitable because of the mix of systems. Telephony has also become inadequate. As well, helpdesk
email monitoring and response management is under increasing pressure.
While many of the hosting services supplied to customers are externally hosted, older clients are still
managed using the company's own IT. Most client IT system monitoring and maintenance is still
undertaken through internal IT.
There is a separate application development “box”, however, but as with other systems it is not being
optimally maintained and application development has slowed significantly.
It is a classic case of a small owner-operated business, where the hands-on approach of the founders is
no longer capable of managing all arising issues. As the company grows, amidst whatever organisational

systems are in place, company operations can no longer be effectively managed. For example, Bob and
Jeff used to look after all internal IT but when the senior technician was employed he was given the task
of managing internal IT. However, with customer growth, all 3 are often out of the office on a daily
basis, so who does internal IT fixes, and when these are done is unclear and unsystematic.
1.4 My Role
This case study will focus on improving HDS as a business in general however I will be focusing on a sub
project on this assessment: IT Focussed Business Analysis. How to fix the internal issues with the
administrative staff and stakeholders will be one of the major topics.
I, as the new Chief Information Officer, will have key internal and external strategic, tactical, and
operational responsibilities to help enable the business to manage growth sustainably. The role is
primarily focused on:
 Alleviating some of Bob's and Jeff's tactical and operational decision making
 Managing internal operations across all areas
 Contributing to IT deployment into larger companies
 Contributing to application development
 Assisting the founders with strategic planning
The idea is to give Bob and Jeff the opportunity:
 To focus on internal strategic activities to enable the business to continue to grow and innovate
while still maintaining a culture that is caring and supportive, as well as effective and efficient.
 To focus on strategic activities to take advantage of industry developments and
favourablemarket opportunities/conditions
 To focus on the application development strategy which is often delayed and interrupted by
new, larger, and ever-increasing service delivery requirements that only the founders currently
have the experience to efficiently and effectively manage initially.

2. Specifications
2.1 Analyzing performance reports and variance from plans of Hosted Desktop Services
Performance reporting is a key significant activity which involves collecting, disseminate the information
related to project, and communicate the project progress as well as forecasting the future progress. The
performance reports of Hosted Desktop Services are status reports, progress reports, variance reports
and forecasting reports. Variance report compares the actual to the baselines. It reports current
performance of progress against the performance measurement baseline (Cameron & Green, 2015).
Future status of project along with performance is being reported basis current and historical data.
Variance analysis is ranged from simple to complex as the cost accounting system is separated the
variances into various types of categories.
2.2 Identify the performance measures and assessment tools and techniques
The tools and techniques used for the performance measurement are as follows:
360 degree feedback: By use of 360 degree feedback performance appraisals, the mangers
receive feedback from the individuals with whom they are interacting with the daily operations
(Hornstein, 2015).
Balanced scorecard: This approach is combined with sales of quotas along with budgetary
requirements with the performance standards. It is used of key performance indicator to track short and
long term goals of employees (Kaufman, 2017).
Self-evaluation: This particular tool allows the employees to rate against the similar criteria
which is used by the supervisor. This method raises credibility level of business processes in view of the
employees.
2.3 Conduct of cultural assessment
It is a process to uncover the core culture of the company and the top management commits to lead the
assessment process of Hosted Desktop Services (HDS). The professionals of HDS are concerned to
provide culturally education to the employees so that they can respect each other’s. It is required for
the employees to familiar with the cultural dynamics of different ethno cultural groups into the
organization (Betancourt et al., 2017). The data which are obtained from the cultural assessment help
the professionals of HDS to formulate mutually acceptable along with culturally responsive plans.
2.4 Participation into organizational change management recommendations
In order to improve the hosted open source IT solutions which are provided by HDS to SME are done by
making changes into the organization. Participation is taken as tool for the change management which
helps HDS into post merger integration of the merger and acquisition projects which manage the
organizational changes (Benn, Edwards, & Williams, 2014). Therefore, there is successful integration of
the organization to make it secured. HDS is managed to make changes into their old system and now
they adopt of customer management system. People into the organization is feeling helpless which is

the problems behind adaption to the rapid market and technological changes (Kanaane et al., 2015).
Participation of the organizational members on planning of organizational changes is increased support
for the changes.
2.5 Redesign aspects of the business using online technologies
HDS should design a website for their organization which should meet with requirements of their
clients. It should provide required information to the customers. The online technology helps HDS to
provide of hosted services to the clients electronically and automatically. It attracts the customers by
providing with search engine which result into e-commerce website (Goetsch & Davis, 2014). The clients
and customers interact with the sophisticated website, social media and e-commerce along with
standards is evolved with the platforms.
2.6 Opportunities for innovation in organization’s business strategy
Due to innovation into the business strategy of HDS, such as development of e-commerce website and
implementation of customer management system, there are some of the business opportunities such as
better hosted services to clients, online business easiness with convenience, attract the customers with
search engine and follow of links into search engine outcomes (Lewis, Passmore & Cantore, 2016). Due
to advancement into technology, there is global online community which attracts more and more
customers.
2.7 Encourage, testing and recognize new ideas and entrepreneurial behavior
Digital marketing helps to make innovation into the team which starts with implementation of centered
on building the team environment. Innovation is occurrence into the process in which the team can
understand the goals of their clients. The human resource practices as well as policies induce the
employees to assume of entrepreneurship behavior into their duties (Grosser et al., 2016). Throughout
deep analysis of behavior of manager as well as their attitudes, the study is aimed to analyze the factors
which encourage of entrepreneurial behavior from the perspective of manager.
2.8 Approval from authorities to confirm the change management
The change manager is acted as facilitator who is responsible to making changes into the change
management process. The manager can authorize as well as approve the changes, coordinate and
conduct the meetings with the change advisory board for discussing the risk changes and authority for
implementation and rejection of changes (McNeil, Frey & Embrechts, 2015). It ensures that the activities
are designed for implementation of changes as per standards. All the policies as well as procedures are
defined and reviewed. Document changes are to be made throughout the change management process.
2.9 Approval of innovations through organizational processes
The customer relationship manager approves the innovation into the organization processes. There is
adoption of innovations into the organization based on model of adoption of individual innovation
(Bessis, 2015). Evolution of new technologies as well as administrative arrangements into the
organization manages the client services both into admin as well as IT. Research along with
development is key area for future revenue streams for meeting with the performance demands. HDS is
undergoing innovative growth as cloud computing which becomes acceptable along with affordable for

the small and large businesses. The cloud computing services are expected to increase of revenue from
the customers, increase of market share of company along with create of opportunities for entering into
other markets.
2.10 Consultation with groups and individuals to change process
Consultation provides the stakeholders with opportunities to provide input at start of the change
management process. The consultant informs the decision makers about accountable of success of
particular issues and facts which influence the decision makers to use as well as ignore the inputs. The
aim of project stakeholders is to understand changes as well as implications in type of communicational
changes (Glendon, Clarke & McKenna, 2016). Therefore, the key to successfully implementation of
change management is ownership of stakeholders.
2.11 Change management plan
Effective change management plan into the production of It environment into HDS is required to make
sure that quality delivery of the IT services and achieve of business compliance. The key change
management plan is as follows:
Accurate documentation: It identifies the information which is relevant to specific changes
require collecting change management process. The change advisory board is balancing changing needs
with need to reduce the risks (Chance & Brooks, 2015).
Approval process: All the changes into HDS are followed of established level of approval process
to make sure that routine changes are being completed with minimum restrictions.
Change scope: In order to implement and develop of online services into HDS, e-commerce as
well as store applications, supply chain applications and logistics business groups are required.
2.12 Action interventions and activities in project plan
The project plan is comprised of some of the steps along with project timetable such as:
Project Activities Start Date Finish Date
Monitor and control along with the project
progress
3/5/2018 14/5/2018
Creation of resources and financial plan for the
project plan
15/5/2018 6/6/2018
Identification of the task slippage and overrun of
budget
7/6/2018 17/6/2018
Management of internal operations across the
project areas
18/6/2018 23/7/2018
Contribution of IT deployment into the larger
companies
24/7/2018 7/8/2018
Contribution to the application development 8/8/2018 19/8/2018
Assisting the founders with the strategic planning 20/8/2018 3/9/2018

2.13 Risk management and cost benefit analysis
Risk management of cloud computing services:
Schedule risk: The project plan is not able to manage the project activities along with not able to
complete the project on scheduled time.
Budget risk: The project plan is not completed on scheduled budget due to larger allocation of
resources to implement and develop the cloud computing services in HDS. There is also lack of project
funds (Wolke, 2017).
Supply chain risks: The products and services required to develop the cloud services are not
delivered on time by the supplier side.
Resource risk: There are lacks of resources that have technical knowledge to develop the cloud
computing services into HDS for providing of open hosted services to SME. Therefore, the company has
resource capacity issues across the areas of business such as knowledge management, planning, human,
IT infrastructure, organisational, budgets (Lam, 2014).
Management risk: HDS is not operating successfully as per the client’s requirements and
demands due to lack of management issues which impact quality of customer services and service level
agreement. It restricts IT deployment into the larger companies.
Cost benefits analysis of cloud computing services:
Cost-Benefit -
Hardware $ 30,000.00
Software $ 1,000.00
Development team salaries $ 8,240.00
Training $ 1,000.00
Total Development Cost $ 40,240.00
Hardware $ 15,000.00
Software $ 210.00
Operational Labor $ 12,500.00
Total Operational Cost $ 27,710.00
Approximate salary savings $ 150,000.00
Reduced operating cost $ 50,000.00
Total Benefit $ 200,000.00
Discount Rate Used 5.00%