ITSM and Service Culture: Issues, Aspects and Business Improvement

This report provides a comprehensive analysis of IT Service Management (ITSM) and its impact on service culture, particularly within the context of organizations like Amazon. It begins with an executive summary and introduction, setting the stage for an in-depth discussion of ITSM issues, including data quality, IT cost transparency, value demonstration, agility, availability, support and customer service, mobility, and compliance. The report then explores various aspects of ITSM as implemented by Amazon, highlighting its customer-centric approach and the key areas it focuses on, such as end-users, IT services, quality, cost, and business goals. Furthermore, the report examines how ITSM can improve business propositions, detailing the benefits of standardization, efficiency, and reduced downtime. It concludes with a summary of the findings and a list of references, providing a well-structured overview of ITSM principles and practices.

Running head: IT SERVICE MANAGEMENT AND SERVICE CULTURE
It Service Management and Service Culture
Name of the Student
Name of the University
Author Note:

1IT SERVICE MANAGEMENT AND SERVICE CULTURE
Executive Summary
ITSM is mainly used by some corporate IT organization for improving overall efficiency, control
and effectiveness. With the passage of time, functions related to IT have become very much
embedded in the day-to-day operation of an organization like Amazon. Delivery Model of these
important task has shifted towards more service oriented. At present, ITSM model aims to
provide support for the overall IT function. The biggest advantage of ITSM in Amazon is that it
can save huge amount of money. ITSM aims to focus on overall standardization and efficiency
for reducing the downtime. It will ultimately reduce the time which is spent on tacking the
issues.

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Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................4
Issues with respect to IT Service Management...........................................................................4
Aspect of ITSM in Amazon.........................................................................................................7
How ITSM can improve the business proposition................................................................11
ITSM Processes.....................................................................................................................12
Conclusion.....................................................................................................................................15
References......................................................................................................................................17

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Introduction
IT Service Management (ITSM) tools are all about regulating IT services that are
delivered within the organization. It is completely based on budgets, process and overall
outcomes in a project. In other words, IT service management is the implementation,
management and providing IT services for meeting the needs of the organization (Goldberg,
Satzger & Fromm, 2016). It aims to provide the people, technology, and processes that provide
proper value. Organization can have best kind of ITSM practices in some of the major areas.
There is an ever growing interest which is indicated by various kind of ITSM based projects
which are running and launched. It is all about analyzing the positive result which cannot be
achieved anyhow (Wang et al., 2017). It is due to the fact that organization are paying very much
attention towards more specifically to aspects of management. The overall concept of ITSM is
completely based on the approach of business that requires each and every possibility. Proper
implementation of ITSM can easily open up huge range of opportunities. There can be changes
in the relationship that can affect each and every possibility between both IT and business
processes. Apart from this, it focuses on the overall culture of the organization and mode of
corporate automation (Grenha Teixeira et al., 2017). Overall success of IT-based services is
completely driven by proper interaction between technologies, method, and process. With
passage of time, there has been growing overall dependency on organization that looks for much
greater IT transparency and overall expectation of customers. It also focuses on the overall
complexity of the organization.
In the coming pages of the report, research has been on the present issues with respect to
IT service management. Different aspects of ITSM in an organization has been discussed in

4IT SERVICE MANAGEMENT AND SERVICE CULTURE
brief. After that, an analysis has been done with respect to IT services and how ITSM can easily
improve the overall business.
Discussion
Issues with respect to IT Service Management
At present, there are many challenges encountered with ITSM. Some of the issues can be
seen within the ITSM. There is large number of problems associated when they encounter the
given the issues (Zhou et al., 2016). It is completely based on the overall main issues with
respect to the quality of data. ITSM aims to provide certain number of activities that are
performed by any of the organization which is needed for planning, delivery, operation and
proper control of IT-based services that is being offered to various department. It is known to be
central go to point which is needed for handling various kind of quarries. The point can be
expected that the area needs to give information which is being needed (Vázquez-Barreiros et al.,
2016). Asset data is known to be a fundamental factor which helps in handling various factors
that are needed for various decision-making process. It does not help in full understanding of the
overall asset data management. The data is neither accurate or completely available to its users.
In most of the cases, activities related to ITSM are often impacted in completely way. It needs to
work for the given organization can easily provide the required information which is needed by
organization along with proper information and reporting (Lusch & Nambisan, 2015). There is a
need for fundamental dependency on the data set for achieving the record. The given data is
completely captured and stored in such a way there can be adequate process in the given place
for ensuring its overall correct nature.

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Fig 1: ITSM Process
(Source: Müller et al., 2016)
Issues in ITSM are like
IT Cost Transparency: IT cost transparency can be considered to be a branch of IT
management which helps in combining both finance and accounting principles. It is all about
acquisition, deployment of given IT products and services that are being provided by both small
and large organization (Chen, Bao & Guo, 2016). IT cost transparency is a well-known factor
which is inclusive of asset management and project management portfolio. With the passage of
time, there is a need for keeping a proper track of expenses related to IT. It ultimately helps the
business in proper growth that is allocation of services. It is needed for identifying and
addressing the needed improvements. IT cost transparency is many times related to various tools

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which help in proper measurement of factors like use of software, cost upon purchase and lastly
ROI (Cots & Casadesús, 2015). I&O is all about providing money for the business who wants
have much better idea with respect to services they want and cost related to it.
Value Demonstration: IT cost transparency is known to be a part of value demonstration.
The complete value is derived from IT-based solution which is needed for responding to the
completely managed and end of budget cost. It is all about analyzing the IT service that tends to
provide the greatest value. Decision with respect to value or supply is completely led by volume
and technological factors (Yazici, Mishra & Kontogiorgis, 2015). If an organization like Amazon
aims to derive the business value from IT, the people need to spend more instead of having too
much quick response for mandating the corporate that is fixing quickly and overall cutting the
budget.
Agility: It is a well-known term that is being used by various vendors and practitioners. It
is all about having an idea with respect to business requirement of input and output (Tao & Qi,
2017). The complete speed of the business can be derived from the rapid method that is from
input and output. It does not only make changes in the speed and flexibility but overall agility of
mind.
Availability: The business needs to provide high-quality data which is required for High
availability needed for IT-based services. There is large number of differences between
expectation and overall alternatives (Lu, et al., 2016). There is large number of reason where
business can provide less kind of forgiving of IT failures. If organization like Amazon wants
have service for what they have paid can be considered to be alternative for various suppliers.
Support and Customer Service: Both Support and customer service are considered to be
ideal for Input and Output delivers. It is all about providing support for consumption of IT-based

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services which is being used by people instead of providing support for the technology which
delivers the IT-based services. Another kind of service based centricity is that the front-line staff
members are not considered to be enough (Guo, Chen & Tsai, 2017). The given situation is
considered to be very much true for overall customer centricities.
Mobility: BYOD comes into picture when bigger issues at hand that encompasses the
challenges that are encountered. The issues are considered to be more specific to BYOD based
challenges. There is organization that focuses on methods of securing access to the mobile
devices which is preferred to secure access to IT-based services (Chen, Guo & Bao, 2016).
Device is known to be red and has little interest in the customer. They focus on the complete
access on the service which is needed by them.
Compliance: Irrespective of type of compliance that is either external or regulatory
compliance. The biggest compliance is all about making use of software compliance and meeting
the overall internal requirements that are overall transparency and robustness (Aničić &
Mekovec, 2016). As everything is either going on elsewhere the point can be noted that there is
degradation of overall internal control and no reaction with the given risk that is of minimal
value.
Aspect of ITSM in Amazon
Currently, Digital business tends to huge amount of pressure on the IT service
management due to huge volume of request on the go and proper resources for staying flat.
Around half of the enterprise have implemented self-service that cannot understand the overall
benefits of the business (Wiesner et al., 2015). Various IT organization can have an idea from
organization like Amazon that aims to provide proper customer service which can reduce the
overall cost and can enhance the overall customer satisfaction. The approach is very much

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familiar to some of the external customers where IoT can easily provide priority to the overall
process. It is needed for providing support to the shift -left strategy. Founder of Amazon, Jeff
Bezos can define the organization with big ideas. At present, the organization can make use of
customer-centric model where customer is put in the central model (Cox et al., 2017). Amazon is
globally known for its complete dedication service to its worldwide customers. Amazon can
focus on overall strategy for customer service. ITSM aims to focus on the five areas for the user
like
 End User that is employees and customers who make use of IT-based services.
 A large number of services that are being provided by IT that is Application, hardware
and infrastructure.
 Overall quality which is needed for tackling issues in more effective and efficient way.
 The total cost required for getting out most of the complete IT budget.
 Business where organization can easily perform some of the core function for achieving
the desired goals.
ITSM stands for Information Technology Service Management is known to be a vital part
of the service tool at present. It has been designed for keeping the whole thing focused that is the
satisfaction of the employees (Morana, Gerards & Mädche, 2015). Customers can easily
employee with the technology that is merely from outside that comes up with issues with respect
to customer services. These particular tools are completed designed for process-based tools that
take up product lifecycle right from the beginning to the competition. ITSM is completely related
to providing the management with the solution that is needed for delivery process of the given
service industry of IT. The delivery process is all about requesting the overall generating of
tickets which are needed for research and analysis (Akaka & Vargo, 2015). It is all about

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capturing the overall knowledge and resolution which is needed for faster deployment for
managing the change request for services. It mainly tends to range from small business in the
overall in number. ITSM can be considered to be an important tool which is needed for
everything focused that is satisfaction of the customer. ITSM is completely related to improving
the overall business process by the help of best standard in the whole industry. The process-
oriented solution is mainly designed for providing support for overall need of Six Sigma, Total
Quality Management (TQM). ITSM aims to provide a proper framework which is needed to
aligning with the IT infrastructure of business customer (Witell et al., 2015). ITSM is completely
related to providing back office support for the employees which provides a reliable method
which is needed for performance of software and hardware for completing their duties. Tools of
ITSM aims to provide a proper solution which is needed by IT team for organization like
Amazon which is needed for automating their overall IT run routine. It is mainly needed for
establishing the baseline for the business by which overall performance can be measured (Kantor
& Streitfeld, 2015). It mainly focuses on the fact that overall customer requirement can be meet
or not. It is all about achieving the overall goals of the business. It is all about validation of
present process and development of blueprint for the overall strategy of IT services.

10IT SERVICE MANAGEMENT AND SERVICE CULTURE
Fig 2: ITSM Decision Lifecycle
(Source: Mijumbi et al., 2016)
ITSM can provide huge number of benefits to both ITSM and business, some of them are
completely described below like
Overall improvement efficiency and reduction of Operational Cost: Any kind of manual
effort and rework can be removed by proper optimization of given process, alteration and proper
automation (Wingfield, Thomas & Abelson, 2018). It is mainly added for self-service and
capabilities of self-help that is again used by employees.
Self-service efficiencies and Reduction of Workload: Using self-help, employee can get
every situation in more quick way. It is the overall ability of the employees to log into the issues
and request for service by the help of phone calls to the service desk (Parilla, 2017). It also
focuses on the overall business function that is very much equivalent in nature. By making use of

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automating delivery solution proper request can be added to labor saving and overall reduction of
stress on the service desk based agents.
Making use of fit for purpose: ITSM based enterprise solution which is needed for
ensuring all the given issues and request of the employees. It needs to be dealt which is
completely agreed to the level of service (Zhao & Jin, 2016). There is no need of losing personal
emails and delay of accounts which is achieved by the help of delay in inefficiency of the given
individual.
Increase in Control and Governance: Enterprise Service Management is known to
process that enables the technology which can be implemented which require internal controls
(Finer et al., 2015). It is all about providing insight which is needed for providing reporting at
much high-level.
Much better Service and Experience for Customers: Enterprise Service Management
can be considered to be used for providing much better services against the expectation of the
employee (Galloway, 2017). It is used in self-service catalogs, availability of knowledge and self
—help and collaboration of capabilities at any location that is people or support for customer
support.
Standardization: It is not only the business-wide optimized process which is known for
providing common look and feels along with common service model for employees (Thompson
& Muggah, 2015). It comes up with the potential of providing service at a single point
irrespective of the service provider.
Enhancing collaboration with business function: Enterprise service management can
make the whole function or group to work in collective (Wayne, 2018). It will make the whole
work easier for the given pass to work in different function of business.

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How ITSM can improve the business proposition
IT Service Management can be defined as collection of policies, method which is needed
for managing improvement along with support for customer based IT services (Jain, Madan &
Singh, 2016). Another kind of IT management services emphasizes on hardware while ITSM
focuses on overall improvement of IT customer service which is completely aligned with the
goals of the business. ITSM comes up with different kind of framework that can be applied to
both centralized and decentralized system. There is large number of framework that falls under
the discipline of ITSM. It is mainly needed for addressing some of the need for IT inclusive of
healthcare and government (Witell et al., 2015). ITSM is all about delivering services which
emphasize delivering proper services to customer instead of department which can manage the
technology. ITSM makes use of some of frameworks like
 IT Infrastructure Library (ITIL)
 Business Process Framework
 Control objective needed for information and related information
 ISO/IEC 20000.
 Six Sigma
 Microsoft Operation Framework
 Open Group Architecture Framework.
ITSM Processes
IT comes up with processes which are very much specific to technology which needs to
be integrated into overall objectives of the business. ITSM shift focuses the required language
which is needed for describing the overall IT processes (Goldberg, Satzger & Fromm, 2016). By

13IT SERVICE MANAGEMENT AND SERVICE CULTURE
making use of language which is reinforced the idea of service is known to be heart of the
business. The process is mainly inclusive of list of steps like
 Focus on the process
 Preventing
 Distributed sources
 The perspective of the business
 Orientation of service
 Integration of enterprise-wide.
Tools of ITSM can provide proper solution in IT team of Amazon that will help them in
automating the complete process of IT run routine. ITSM in Amazon can provide cost-effective,
high quality IT-based services which are as per the need of the business which is established in
careful way (Wang et al., 2017). The overall production of IT staff and its user of Amazon can
result in overall decrease in IT-based services. It is not completely aligned to the method that can
reduce the overall experience of the user for Amazon. Executives at Amazon needs to have
proper understanding of the business tool which is needed for improving the service. It is needed
for providing satisfaction to the customer (Grenha Teixeira et al., 2017). Prior to this, it is very
much vital to make an analysis with respect to maturity of ITSM process.
Identifying the Suppliers: At the time of making choice with respect to suppliers,
Amazon should be ready to take up risk in the given respect. Amazon needs to take into account
the existing suppliers along with capability for collecting product and services from different
vendors (Zhou et al., 2016). In this method, ITSM can help in understanding the overall scope of
the business which is needed by Amazon. It is mainly done so that Amazon can have best
solution.

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Providing a list of needs: Instead of writing down the selected features of marketing
materials of the vendor people need to analyze the overall need (Vázquez-Barreiros et al., 2016).
It will ultimately reflect on the overall products that will help in enabling the overall business
process as per the need of Amazon. ITSM program needs to be implemented as per the overall
need of the business which is done by designing and redesigning of the deliverables of the given
process.
Making research: Amazon needs to provide some effort which is needed for making the
right decision for the overall products and services. People need to have an understanding with
respect to vendor which is needed for the leadership of Amazon (Lusch & Nambisan, 2015).
ITSM tool can be used for making the whole thing in much-informed way which is needed for
overall improvement of IT industry.
ITSM aims to offer different kind of framework for various organization that is needed
for building proper management standard in various IT and customer services (Müller et al.,
2016). It comes up with proper quality management, software engineering, and information
security management along with some of the popular framework which is needed for standard
like ISO 9000, ISO/IEC. Enterprise service management is needed for leaping the faith by the
business as a whole or even another kind of business function (Chen, Bao & Guo, 2016). The
overall business benefits of enterprise service management need to be sold and articulated in
proper way. It is mainly needed for providing a list of benefits like
Overall improvement of efficiency and minimizing the cost of Operation: Proper
optimizing of process, workflow and automation can be used for removing any kind of manual
effort (Cots & Casadesús, 2015). It is added to the scenario where self-service and self-help can
provide capabilities which are needed by the employees.

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Self-service and reduction of workload: Employees at Amazon can get proper solution
which is needed for providing self-help. It provides the ability to the employees to focus on
issues and make request on behalf of self-service by making use of fewer telephone calls to the
service desk or equal business function (Yazici, Mishra & Kontogiorgis, 2015). Automated
solution delivery along with request can result in labor saving and can easily minimize the
workload on service desk.
Enhancing Effectiveness: The main focus will be fit-for-purpose ITSM based solution
which helps in ensuring the employee problem and request for dealing with it (Tao & Qi, 2017).
It is mainly agreed to different level of service.
Enhancing visibility into performance and operation: ITSM technology help the staff
and management to have an understanding of the method of achievement of goals (Lu, et al.,
2016). It aims to provide some of the basic function which makes the whole process very much
easier. It is needed for establishing communication with other stakeholders.
Enhancing governance and control: Enterprise service management method and related
technology can be easily implemented for understanding the requirement of internal controls.
Opportunity for Improvement: Overall improvement in visibility into operational
performance is needed for enterprise management which is needed for enhancing the overall
opportunities (Guo, Chen & Tsai, 2017). ITIL is known to be continuous service management
capability that is needed for providing mechanism which is needed for development that needs to
be delivered and managed.

16IT SERVICE MANAGEMENT AND SERVICE CULTURE
Fig 3: RoadMap of ITSM
(Source: Chen, Guo & Bao, 2016)
Conclusion
The above pages of the report help us in concluding the fact that the report is all about
research with respect to problem-related to IT service management. In the above pages,
exploration has been done with respect to ITSM in Amazon. After that, an analysis has been
done with respect to method by which ITSM can improve the overall business proposition. At
present, there is large number of challenges are encountered by Amazon with respect to IT
services. It is all about improving the level and type of series which is being provided by it.
ITSM can be stated as one of method which is required for design, management, improvement of
IT services in Amazon. It provides the best kind of services to its end user. ITSM is all about
alignment of IT processes and services in the objectives of the business that will help the
organization like Amazon to grow and develop. ITSM has grown to some extent in last few

17IT SERVICE MANAGEMENT AND SERVICE CULTURE
years, irrespective of its overall size of the organization. ITSM aims to ensure the fact that
incident, service management, issues, changes, and IT assets. ITSM process comprises of list of
steps like service strategy, service design, service transition, service operation and lastly
continual improvement of service.

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