ITC540 IT Infrastructure: Case Study on AstraZeneca and IBM Contract

This assignment includes a case study analysis of AstraZeneca's termination of its $1.4 billion outsourcing contract with IBM, examining the mistakes made by both companies, the reasons for long-term outsourcing contracts, and the provisions in the 2012 SLAs. It also includes a discussion on enterprise systems and applications, covering topics such as ERP systems, customer relationship management, enterprise planning systems, system functionality, architecture, and client/server architecture, providing a comprehensive overview of IT infrastructure management and enterprise system concepts. Desklib offers a wealth of similar resources, including past papers and solved assignments, to aid students in their studies.

ITC540
IT Infrastructure Management
Assessment 3
Case study and IT Research

Table of Contents
Task A....................................................................................................................................................2
Task B....................................................................................................................................................6
Task C..................................................................................................................................................10
References...........................................................................................................................................11

Task A
The case study about, the AstraZeneca Terminates $1.4B Outsourcing Contract with IBM was
analysed deeply and after the analysis, some questions could be answered with respect to the case
study.
1. What mistakes did AstraZeneca make?
AstraZeneca is a large scale pharmaceutical organization that leads over the world in pharmaceutical
industry. The mistakes that I have recognized, after going through a chapter is;
 The rapid change in the business of the AstraZeneca is not taken into consideration by the
company.
 IT capabilities have been dependent purely on R&D.
 For the entire seller around the world, the infrastructure designed is similar.
 It was absolutely obscure at the instance of contract with some leaving compulsions at the
IBM along with the closure of MSA.
 AstraZeneca has failed in covering the details of precarious and final measure of the contract
as the company is critically dependent on its IT capabilities.
 The company AstraZeneca has terminated the SLA.
 The MSA incorporates 32 schedules and ninety clauses that administrate the situation of IT
infrastructure services.
 AstraZeneca utilized determinations in view of the result of the arrangement with IBM that
needs to prompt the disappointment of that specific contract.
2. What mistakes did IBM make?
IBM wants to collaborate with the AstraZeneca. The reason behind this collaboration is AstraZeneca
is the world leading organization in pharmacy that uses IT. The mistakes that IBM has made are;
 IBM, in reality, knew that contacts that long-term and very huge are hard to change and the
way they would accrue income by way of making most important funding inside the first
years as the service is installation and custom designed after which making its profit margin
in the closing or three years.
 Some compulsion needs to be incorporated into the deal that was terminated.

 IBM needs to enclose all information associated with contract termination, consisting of the
persevering with offerings to be delivered and their prices.
 IBM recommended the availability for the closure offerings that was forbidden by the court
later.
3. Why are outsourcing contracts for five or more years?
Long terms contracts are difficult enough to trade or modify because of those contracts companies
accrues or gather maximum profit from the made deal. With enormous outsource offers, sellers
make main funding in the starting years because the provisions are customized and set up. Then the
sellers expect to make more profit margin in ending years, that’s the reason for outsourcing deals for
5 or more years.
4. Why do you think two major corporations could make such mistakes?
These oversights happen while two large organizations confront inconsistency while not agreeing
following aspects that are:
 What could be the correct interval set up for a time of termination support?
 Whether the arrangement of settled expenses is contingent in the wake of getting the
arrangement for IT exchange.
 What needs to be organized as 'shared foundation' for the two organizations?
5. Do you think the 2007 SLA was doomed to fail?
In my point view, I consider SLA 2007 was bound to get fail due to several reasons that are;
 AstraZeneca totally relies upon its few IT abilities alongside its R&D on the grounds that for it
both are vital.
 It was totally loose in the event of managing some leave commitments on the IBM if the end
of an agreement happens.
 The SLA widely contains 32 plans and 90 clauses that administer the state of administrations
of an IT foundation in almost 60 nations.

 AstraZeneca utilized determinations in light of the result of the arrangement with IBM that
needs to prompt the disappointment of SLA as AstraZeneca was quickly changing and the
composed contract did exclude such pace.
6. Explain your answer. What provisions in the 2012 SLAs protect AstraZeneca and the
vendors?
The arrangements SLAs made in 2001 to avert merchants and AstraZeneca are recorded beneath:
 Designing of SLAs is improved the situation the insurance of merchants, AstraZeneca, and
specialist organization yet not of clients until and unless clients effectively assume an
educated part in parameters and arrangements.
 SLAs keep the two gatherings from making them mindful in regards to their parts and duties
and when they should be held subject for debilitating to satisfy their obligations.
 An SLA which is solid can anticipate numerous threats and interruptions that emerge while
moving or sourcing it towards the cloud.
 The parameters and arrangements of a few arrangements are organizations' just assurances
for the situation when diverse terms are not satisfied even after the end of course of action
happens.
 SLAs don't enable merchants and AstraZeneca to sign any of the agreements or arrangement
without having a careful and point by point lawful survey.
 SLA doesn't have any format and answer for each billow of the seller is totally novel.
 If any SLAs merchant is light with its subtle elements than it can alone turn out to be a
pointer deciding light responsibility of the seller.
 If any seller denies cloud relocation or sourcing for SLAs change or essential point
transaction, at that point that specific merchant isn't considered.
7. Why would parties prefer to use an arbitrator instead of filing a lawsuit in court?
The gatherings by and large like to use referee rather than claims in light of the fact that

 The principal point is to build up a solid and positive association with the merchant at the
season of choice of sellers. On the off chance that any organization chooses the wrong
merchant who gets went into an administrative arrangement or contract at that point
chances are that the product, its application or its execution will in all likelihood come up
short and no seller could resolve this happened issues. Disappointments basically happen by
claims.
 Use of judge prompts solidness though on the opposite side claims make insecurity.
 To diminish specialized or relational clashes with a few IT merchants, a few organizations
require intensive seller examine.
 It is critical to put a few inquiries identified with the item and administrations merchant will
concede and get numerous specifics (Turban & Volonino & Wood, 2015).

Task B
The topic that I chose for discussion is Enterprise Systems and Applications.
Abstract
Enterprise system is the software system that gives the incorporated data which is important for the
business strategy. Enterprise system is a complex structure that faces several challenges both
technically and human at the time of adoption and implementation phase. For understanding these
challenges identification of forces that are influenced and rate of adoption improvement is the
primary objective of the system. The motive of choosing the enterprise system was to explore the
role of different aspects upon user’s mindset in the direction of adoption and use. The enterprise
system exploration brings the importance of work surroundings elements like ‘empowering
management’ and ‘consider’, studied through the advent of latent mutable. ‘Work Group Features’
found to have a great effect on Enterprise system use and adoption. The model was discovered to
have correct predictability ratio. Other than this it needs to investigate the applicability of the Self
Perception concept and Cognitive Dissonance inside the publish-adoption section. It is a completely
unique research as no point out has been located to this point of those theories in perspective of the
advance adoption research (Giachetti, 2016).
Index Terms
The index terms that the project would define our enterprise system, ERP system, (CRM) customer
relationship management, and (ERP) enterprise planning system. The important application would
also be discussed of the Enterprise system. The topic is chosen to have the better understanding of
some large-scale organizations IT infrastructure.
Introduction
By implementing the enterprise system in the organizations the growth of organization could be
increased. Business strategies could be enhanced using the information appropriately. As the
Enterprise system is supplied with pre-implemented units and handle the company’s business
strategy, they require an untraditional implementation procedure with a robust focus on the
organizational and modelling investigation. Enterprise systems are mostly presented as a part of
greater reengineering tasks, enabling the companies to modernize their backbone procedures and
work more appropriately.

Subtopics and Supporting Arguments
Enterprise system
Businesses today depend upon expertise programs that aid them to perform their operations
effectively and reliably and keep expertise up to date and to be had. Some of these programs were
developed internally and canopy just a small fraction of the group’s methods or data. They are most
commonly no longer good built-in with other systems and require a tremendous amount of manual
work to complete the business methods (Ahmad, & Mehmood, 2016).
ERP system
It is the core business process management. It is a management tool for businesses used by
organization s for storing, managing and interpreting data from different business actions.
ERP gives a continuous and integrated view of the business processes. ERP system is used for
database management in the large-scale organizations (Issar, & Navon, 2016).
Customer relationship management
Customer relationship administration (CRM) states to the practices, principles and instructional
resources that an association follows when interrelating with their customers. From the
administration's factor of view, this whole association incorporates direct communications with
consumers, like service and sales processes, and estimating and evaluating of client developments
and activities. Ultimately, CRM assists to improve the customer's total experience (Khodakarami,
2014).
Enterprise planning system
It is the system that conceals overall methods used in planning for external and internal aspects
affecting the enterprise.
It has broader coverage and addresses the assets that may or may not be available to the enterprise.
Different factors that affect the organization negatively or positively are also identified by these
actions. Enterprise planning system is easy to use and is flexible (Hasan, Ebrahim, Mahmood, 2014).

Enterprise System Functionality
Enterprise system has numerous functionalities;
 Transactions:
These are the industrial operations that the application offers. Out of these several may also be
set up for computerized execution; however maximum transactions are physically implemented
according to a few instructions. A transaction refers to a data that is carried out by a certain
consumer on behalf of a specific organizational element and yields outcome like records, reports
or modified reputation variables. Thousands of transactions are available on the enterprise
system for its user.
 Documents
Documents are created and utilized after transactions get finished. The documentation status
decides transactions that can be executed and their order.
 Chief data
Data that are reclaimed in lots of transactions are typically defined separately as chief data.
Examples of chief data are vendors, resources and customers.
 Structural arrangement
Business transactions are continuously carried on some structural unit. When the procedure is
personalized, the institution’s organizational components have been mapped onto the arrangement
expected by an Enterprise system. Every outlined consumer in the procedure is associated with an
administrative unit.
Architecture
Enterprise system incorporates personalization, administration, programming environment and the
pre-implemented units. They depend mostly upon a database that is a standard system that is
Oracle and more.
Client/Server Architecture

Enterprise system is configured as client and server application with two or three levels. The
architecture incorporates a client that makes request offerings from servers. The server’s work is to
respond to all of the requests made from it, like sending information or updating some chief files
(Chorafas, 2016).
The three-level architecture of enterprise system includes;
 Application server
The application server runs the entire enterprise system modules. Transactions run on this server,
but essential information is accessed on the database server. Requirements to the database server
are directed, and the outcomes are managed and organised for user interface part.
 User interface
The primary tier offers the graphical interface at use end and is hooked up to the end-user
computer. When the server that is applied has carried out the request, it returns the results to the
user interface section.
 Database server
This server is retrieved and modernized continually and is most of the time allotted amongst
numerous machines. The analytical mapping of information between database and software
modules is supported with the data dictionary (Goodyear, 2016).
Applications of Enterprise system
Enterprise system is used in different industries like (Rebovich & White, 2016);
 Sales and marketing:
All the data related to products and its marketing information of the organizations are managed
using the enterprise system (Bi, Da Xu, & Wang, 2014).
 Finance and planning
All the financial information that is budget, investment, expenses and the financial staff is managed
using the enterprise system.
 Large training centres
Different training centres over the world need the enterprise system for storing the student details,
their fees, status and grades and also the employee information.
 Hospitals

For managing the hospital management data like beds, pharmacy, patients and staff details hospitals
need the enterprise system for better patients experience, and many more wherever the database
management is needed to be appropriate.
Conclusion
Enterprise system is called (ERP) framework, it is a functional statistics framework that contributes
relationship with synchronization and arrangement of the important corporate actions and
assistants in positioning the belongings of a connotation. Using the enterprise system giant business
advantage arranging outlines, information can run consistently above a firm. Additionally, unique
strategies for business from, collecting, sales, synchronization’s, production and assets, that can be
integrated into relationship extensive strategies of business.
Different industries in the distinctive field of the world use the enterprise system for database
management for better management of the user data and information associated with the company.
The above document will help in understanding the Enterprise system and its application in various
sectors. This document also describes the enterprise system in detail and also the functionalities of
the enterprise system. The document will incorporate the functionality and applications of the
Enterprise system. The enterprise system architecture is also discussed in details for understanding
the process and working of the enterprise system. It is very important to implement the Enterprise
system in the organizations for the enhancement and growth of an organization.

Task C
Analysis of Turnitin Report
Contingent upon Turnitin report similitude list some arrangements of inquiries are answered
underneath.
1. Are any of the bold, coloured text matches in my self-check report missing in-text references?
No, content fragments like this are available in the report.
2. Do any of the bold, coloured text matches in my self-check report include more than three
words in a row copied from the original source without quotation marks?
Non quoted Coloured content are not found in the document of the Turnitin. The data collected
from the internet is referenced appropriately and is noticeable or verified as a quote given in the
Turnitin document.
3. Do direct quotations take up more than 10% of the essay?
The picked topic for the article is "Enterprise system and application" which is totally composed by
me in my own particular dialect and not replicated from any wellspring of the web.
4. Are any of the bold, coloured text matches in my originality report purely coincidental?
The report doesn’t incorporate any such suits. The script or information extracted or collected
online needs to be referenced correctly.
5. Have I synthesized all of the sources’ ideas into my essay by introducing each piece of source
information with a signal phrase and by adding my own comments or interpretation to it in
the following sentence?
The Turnitin document, thoroughly explains that the data chosen has not been directly taken from
the internet resources. The data gathered and accumulated by me is changed in my language after
getting appropriate knowledge of the content.