Comprehensive Report on Information Systems Service Management

This report provides a detailed analysis of information systems service management, covering various aspects such as differentiated pricing strategies employed by companies like Tesco, the benefits of Customer Relationship Management (CRM) in enhancing customer relations, and the distinction between operational and project-based work. It delves into the evolving role of IT departments and the importance of aligning IT with business objectives to achieve competitive advantages. The report also examines infrastructure investment strategies for firms with agility versus cost focus, and the impact of economic conditions on production activities. Furthermore, it addresses data privacy regulations like GDPR and the Australian Privacy Act, highlighting key similarities and differences, and discusses the implications for businesses operating internationally. Finally, it touches upon outsourcing and insourcing strategies, providing a comprehensive overview of key concepts and practices in information systems service management.

INFORMATION SYSTEMS SERVICE MANAGEMENT
Name
Subject
Date

2
Information system service management
Question 1
Answer
Tesco can put in place differentiated pricing approaches based on comprehensive
information concerning price elasticity. Earlier, management lacked this platform of
comprehensive information. The advantage to clients is that discounts and coupons might be
directed to their exceptional preferences. Instead of getting overloaded with sales statements not
linked to their interest, this tactic can be an advisable change. Both Tesco as well as its clients
would profit from the new system.
Question 2
Answer
Better customer relations
Among the key benefits of utilizing CRM is attaining improved client satisfaction. By
applying this tactic, all activities involving selling, servicing, as well as marketing company’s
products to the customers might be done in a systematic and organized way. One can also offer
improved services to clients through enhanced understanding of the issues while this then assists
in growing customer loyalty as well as decreasing consumer agitation1. Therefore, one can as
well receive constant feedbacks from the customers concerning your services and products. In
addition, it is possible that customers commend the company to their colleagues, when the
services provided are satisfactory and efficient.
Question c
Answer
Operational or Recurring Work
The day-to-day activity of a business is known as Operational work. It is work focused as
well as done by small groups or individuals in their business. It is also known as recurring
activities or “management of continuing operations2.” They are the tasks that yield revenue in a
business or deliver ongoing value. Ever since their inception, businesses have remained in
operation mode. Occasionally they occur in JDI or “Just-Do-It” mode. If they concentrated on
getting services, products, or outcomes out door to get their value or revenue for the business.
1 Ru, Xu Wei, Yun Hai Zhu, Hong Zhi Wu, and Ling Wen Sun. "Municipal Infrastructure
Projects Management and Decision-making Support System Based on GIS."
2 Robinson, Jack, Peter Muller, Timothy Noke, Teng Lew Lim, Wallace Glausi, Larry
Fullerton, and Dusan Hamar. "Dynamic information management system and method for content
delivery and sharing in content-, metadata-and viewer-based, live social networking among users
concurrently engaged in the same and/or similar content

3
Question d
Answer
To become more effective and efficient in their value production and operations,
administrations realized that more effort was necessary. Project managing from a strategic
perspective turned out to be the answer. Since more organizations went through the direction
from Peter Drucker, particularly of his initial works, majority of them concentrate on “business
by objectives.”
Question e.
Answer
Connect with Consumers
The main aim of CRM systems is to maintain a business through engaging its clients. It
as well applies to beneficiaries, partners, donors, members, students as well as any other party
who do exchange with that business. CRM system assist the organization to understand its
customer better.
Grow Efficiently
Through aligning people as well as business procedures, CRM system help businesses
grow efficiently and achieve greater height3. It achieve this through replacing repetitive manual
jobs with smart computerized workflows, which complete actions as well as send automated
electronic message which reduce administration and eradicates duplication.
Discover New Understandings from Industry Data
Centralizing customer as well as process information presents a fresh challenge to convert this
into significant actions. Big information in CRM system is not the answer, however the basis for
learning fresh insights which might be operated upon by each user and business managers.
Part A
Answer
In fig 8.1, the duty for majority of service provider businesses will be that of service
improving, an issue of evaluating their current tactic to the procedures through which Service
Transition occur and creating the most efficient and effective enhancements to make, arranged
according to the company benefits that might be achieved.
Question a.
3Lee, Jay, Hung-An Kao, and Shanhu Yang. "Service innovation and smart analytics for industry
4.0 and big data environment."

4
Answer
The IT department has traditionally been seen as different from entire business approach.
IT was offered the duty of handling important business technologies. Websites, email accounts,
digital tools and applications.
IT must become more than Cost Centers.
Current digital business apparatuses can do more than only crunching numbers as well as
managing appointments4. Within every team, employees, business, and department depend on IT
for assisting to update themselves and attached with their co-workers and their customers.
CTO and CIO Duties Are Evolving.
CIOs as well as CTOs within business should also evolve. IT managers are now supposed to
perform more than selecting and deploying applications. Currently, users can do these duties
themselves. The bring your own bundle/bring your own blocks (BYOB) revolution signify that
in several circumstances, CIOs do not access all devices used through the organization5.
IT Is Now Value Based.
Current IT should bring real, competitive benefits. In principle, it is growing into value-based
services brokerage. About 71 percent of IT divisions are changing efforts from technology-
providing cost centers to value-based services brokerage.
Part B
Question a.
Answer
Infrastructure investment is higher for firms having agility focus than the cost focus for
there are less direct cost-savings outcome brought by infrastructure investments. Company
having cost focus need instant payoff. In addition, informational and transactional investment is
lower for agility-focused firms (higher for cost-focused firms) for similar reason. There lack
obvious reasons that strategic investment is the same for the firms of different types. Perhaps
structure is a key source of benefit for agility-focused firms, therefore strategic investment is
spread between the two groups for this kind of a firm.
Question b.
Answer
Several companies have reacted to the variation in economic situations through an
adjustment of the production activities and through changing the cost structures. The results
4 Hu, Zhi-Hua, and Zhao-Han Sheng. "A decision support system for public logistics information
service management and optimization
5 Hoshino, Kazuyoshi, Kazuma Yumoto, Satoshi Kiyoto, Takashi Miyamoto, and Yasunori
Saigusa. "Information service communication network system and session management server."

5
propose that firms are putting effort to know their cost flexibility through agility improvement
activities6. Agility refer to the bridge between the market and the company. Basically, agility is a
group of skills for meeting extensively varied customer necessities on the ground of quality,
price, specification, delivery and quantity. Adaptability is the feature of the firm’s production
system that is the intrinsic capacity to modify or adjust its cost presentation according to the
demand.
Question 3.
Answer
The “MyJohnDeere” platform.
John Deere started MyJohnDeere in the year 2012, a complete information platform that
assists agricultural producers to consolidate the managing of equipment details, farm operations
and production data. This consolidated, online platform permits producers to archive, access,
view, manage as well as share wide range of commercial information.
Question 4a
Answer
The GDPR as well as the Australian Privacy Act 1988 have several common necessities,
including to:
- implement a confidentiality through design approaches to compliance
- Are able to prove compliance with confidentiality principles as well as obligations
- adopt open information management practices.
There are Also there are noteworthy differences:
AUSTRALIAN PRIVACY
ACT
EU GDPR
To what does it relate? PI (Personal information) –
opinion or information
concerning identified person,
or a reasonably identifiable
person: s 6(1)
Personal information – any
data about an identifiable or
identified natural individual:
Art 4(1)
To Who does it apply? PI (Personal information) –
opinion or information
concerning identified person,
or a reasonably identifiable
person: s 6(1)
Personal information – any
data about an identifiable or
identified natural individual:
Art 4(1)
6 Willcocks, Leslie. Information management: the evaluation of information systems
investments. Springer

6
Sanctions Powers to operate with bodies
to enable compliance as well
as best practices, and
enforcement and investigative
powers: Parts IV and V
Managerial fine of up to
€20M or 4 percent of yearly
worldwide revenue (any that
is higher): Art 83
Question 4b.
Answer
Australian firms, regardless of the size might need to obey when they possess a business
in the European Union, when offering services and goods in the European Union, or when they
are monitoring people’s behavior within the European Union7. Australian businesses must decide
whether they should abide with GDPR’s standards, if yes they should take action now to make
sure their personal information handling procedures abide with GDPR’s standards before they
commence.
Question 4c.
Answer
Being licensed under EU-US Privacy Shield might give ones company a step ahead on
meeting the GDPR’s principles and also offers legal clarity as well as course on the European
Union’s data security laws, however will not assure total GDPR acquiescence8.
Joining the EU-US Privacy Shield have some benefits, which according to International Trade
Administration, includes:
All states that are a member of the European Union follows the European Commission’s
outcome of “adequacy”.
Members of EU need for prior authorization of data transmissions are automatically approved or
waived, so firms do not have to seek authorization.
Compliance necessities and clear.
The Privacy Shield Outline is affordable9. This is useful especially for mid-sized and small firms.
While EU-US Privacy Shield offers some official protection and might be an important tool or
framework for GDPR acquiescence, however is not all-inclusive. An organization must follow
the firm guidelines for real GDPR compliance.
7Wolovitz, Lionel, and Tim Collins. "Service management system and associated methodology
of providing service related message prioritization in a mobile client."
8 Weske, Mathias. "Business process management architectures." In Business Process
Management
9Wiemer, Douglas, Christophe Gustave, Stanley Taihai Chow, and Bradley Kenneth McFarlane.
"Information system service-level security risk analysis."

7
Question 5.
Answer
Outsourcing is a contract, where one business contracts one of its internal activities to a
different firm. It comprises the hiring out of business processes (like claims processing, payroll
processing) as well as operational, or/and non-core practices (like manufacturing, call center
provision, facility management) to another firm10.
Insourcing or vertical integration bringing business activities or processes previously done by
outside firms in-house
-firms that take part in all or many steps of the business value changes from survey to ultimate
sale are extremely vertically integrated
-ASUS chose to add into a growing number of actions connected to making computers---from
making motherboards as well as components to entirely designing and developing its own
personal computer.
References
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Management and Decision-making Support System Based on GIS." In Advanced
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Tao, Fei, Ying Cheng, Li Da Xu, Lin Zhang, and Bo Hu Li. "CCIoT-CMfg: cloud computing
and internet of things-based cloud manufacturing service system." IEEE Transactions on
Industrial Informatics 10, no. 2 (2014): 1435-1442.
10 Stallings, William, Lawrie Brown, Michael D. Bauer, and Arup Kumar
Bhattacharjee. Computer security: principles and practice.

8
Wolovitz, Lionel, and Tim Collins. "Service management system and associated methodology of
providing service related message prioritization in a mobile client." U.S. Patent
8,150,431, issued April 3, 2012.
Hu, Zhi-Hua, and Zhao-Han Sheng. "A decision support system for public logistics information
service management and optimization." Decision Support Systems 59 (2014): 219-229.
Wiemer, Douglas, Christophe Gustave, Stanley Taihai Chow, and Bradley Kenneth McFarlane.
"Information system service-level security risk analysis." U.S. Patent 8,438,643, issued
May 7, 2013.
Hoshino, Kazuyoshi, Kazuma Yumoto, Satoshi Kiyoto, Takashi Miyamoto, and Yasunori
Saigusa. "Information service communication network system and session management
server." U.S. Patent 8,271,667, issued September 18, 2012.
Weske, Mathias. "Business process management architectures." In Business Process
Management, pp. 333-371. Springer, Berlin, Heidelberg, 2012.
Stallings, William, Lawrie Brown, Michael D. Bauer, and Arup Kumar Bhattacharjee. Computer
security: principles and practice. Pearson Education, 2012.
Tao, Fei, Lin Zhang, Yongkui Liu, Ying Cheng, Lihui Wang, and Xun Xu. "Manufacturing
service management in cloud manufacturing: overview and future research
directions." Journal of Manufacturing Science and Engineering 137, no. 4 (2015):
040912.
Lee, Jay, Hung-An Kao, and Shanhu Yang. "Service innovation and smart analytics for industry
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9
Robinson, Jack, Peter Muller, Timothy Noke, Teng Lew Lim, Wallace Glausi, Larry Fullerton,
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delivery and sharing in content-, metadata-and viewer-based, live social networking
among users concurrently engaged in the same and/or similar content." U.S. Patent
8,707,185, issued April 22, 2014.
Willcocks, Leslie. Information management: the evaluation of information systems investments.
Springer, 2013.