Strategic IT Management: Business Module Report - American Express

This report analyzes the strategic IT management practices of American Express, focusing on how the company uses IT to achieve its business objectives. The report begins by examining the enterprise architecture, highlighting the key features that support a global and integrated customer experience, including standardized applications and mobile payment options. It then discusses the importance of standardizing applications to facilitate business-IT alignment and customer service. Furthermore, the report details how American Express aligns its IT resources with its business strategy to enhance customer support and introduces new products and services. The analysis also covers the impact of the new architecture on customer experience, including mobile payments and account access. The report suggests improvements such as electronic signatures and feedback paths to further improve customer satisfaction and innovation in business processes. Finally, it provides a bibliography of relevant sources used in the analysis.

Running head: STRATEGIC IT MANAGEMENT (BUSINESS MODULE)
Strategic IT Management (Business module)
Name of the Student
Name of the University
Author Note

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STRATEGIC IT MANAGEMENT (BUSINESS MODULE)
Table of Contents
Answer 1..............................................................................................................................2
Answer 2..............................................................................................................................2
Answer 3..............................................................................................................................2
Answer 4..............................................................................................................................3
Bibliography........................................................................................................................4

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STRATEGIC IT MANAGEMENT (BUSINESS MODULE)
Answer 1
The significant features of the architecture that American Express has created are as
follows-
1. For delivery of a consistent, global and integrated customer experience, EA team has
created reference architecture and route to a standardized application in the firm
2. The team has considerably worked on creating common application architecture and
strategies for facilitating the identified business objectives.
3. The architecture consisted of mobile payment option for American Enterprise
4. The Enterprise had made use of a common language so that leaders can easily
collaborate and transform the business.
5. The architecture of American express streamlined the process of designing the ways
for effectively aligning the business using the IT resources of the organization.
Answer 2
It is important to standardize the application across the form as the business strategy of
American Express is to deliver a global, consisted and an integrated customer experience that is
based on the different services that are running in a common application platform. However, it
will considerably restrict the capabilities of the employees to be creative. Implementation of this
strategy will however make it difficult for the organization and the employees to respond to the
changes.
Answer 3

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STRATEGIC IT MANAGEMENT (BUSINESS MODULE)
The corporate goal of American Express is to align their IT resources with the business
strategy of the organization. This is done to provide a consistent customer support and customer
experience. The enterprise architecture developed by American Express will facilitate the proper
presentation and marketing of the new products and services of American Express. This new
architecture furthermore supports the organization in changing the business processes which are
necessary to be considered for American Express.
Answer 4
With the new architecture and the application, the customers of American Express will be
able to make mobile payments and access their account details using Smartphone. This will
enable the customers to use the services of American Express any time as they wish. The
customers can further reconcile their problems with the help of the new architecture, without the
need of interacting with a service agent. The new architecture will improve the process and ways
of doing business. American Express is further expected to evolve its Enterprise Architecture to
provide a better customer experience.
It is suggested that electronic signature can be used to improve the customer experience
as it will help in real time data processing. American Express is needed in further innovate their
process and increase the customers’ satisfaction. Use of feedback path can help in achieving this.

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STRATEGIC IT MANAGEMENT (BUSINESS MODULE)
Bibliography
Liu, J.K., Au, M.H., Susilo, W., Liang, K., Lu, R. and Srinivasan, B., 2015. Secure sharing and
searching for real-time video data in mobile cloud. IEEE Network, 29(2), pp.46-50.
Roth, S., Hauder, M., Farwick, M., Breu, R. and Matthes, F., 2013. Enterprise Architecture
Documentation: Current Practices and Future Directions. Wirtschaftsinformatik, 58.
Simon, D., Fischbach, K. and Schoder, D., 2014. Enterprise architecture management and its role
in corporate strategic management. Information Systems and e-Business Management, 12(1),
pp.5-42.
Zarvić, N. and Wieringa, R., 2014. An integrated enterprise architecture framework for business-
IT alignment. Designing Enterprise Architecture Frameworks: Integrating Business Processes
with IT Infrastructure, 63, p.9.