ITSM at Target Australia: Enhancing Business Proposition and Strategy

This report provides a comprehensive analysis of IT Service Management (ITSM) implementation at Target Australia. It begins by defining ITSM and contrasting it with ITIL, highlighting the importance of governance and risk management within the retail sector. The report then provides an overview of Target Australia, followed by a detailed examination of the ITSM implementation process, including service strategy, design, operation, continual service improvement, and service delivery. The service strategy section covers portfolio management, financial management, demand management, and business relationship management. Service design addresses IT service continuity and information security management. Service operation focuses on problem, incident, and event management. Continual service improvement is analyzed through the Deming cycle, and service delivery includes capacity management. The report concludes by discussing how ITSM enhances Target Australia's business proposition by improving customer satisfaction and operational efficiency. The analysis uses examples and strategies employed by Target Australia to illustrate the practical application of ITSM principles, providing a valuable case study for understanding ITSM in a real-world context.

INFORMATION
TECHNOLOGY SERVICE
MANAGEMENT AT
TARGET AUSTRALIA

NEED TO
KNOW
ITSM
DIFFERENCE BETWEEN
ITSM AND ITIL
GOVERNANCE AND
RISKS

ITSM
INFORMATION
TECHNOLOGY SERVICE
MANAGEMENT
 Complete set of activities
require to provide services
within a n organisation.
 It is a tool that can be
customized and
implemented according to
thee business needs.
 It has tie ups with other
fields like software
engineering, quality
management, information
security and many more.

DIFFERENCE
BETWEEN
ITSM AND
ITIL
ITSM or Information Technology Service
Management is comprised of a group of
people who shares a common knowledge of
skills and area and implements the same
within organisations.
Whereas ITIL or Information Technology
Infrastructure Library is a type of framework
that is used within organisation to
implement the ITSM.

GOVERNANC
E AND RISKS
WITH ITSM
ITSM platform allowed many organisation
to achieve goals in the governance while
initiating the management of its assets.
The main goal of the selected organisation
of this presentation ie., Target Australia is
to reduce the risks that is faced in the
retrial sector.

IT SERVICE
MANAGEMEN
T
ASPECTS OF ITSM AT TARGET
AUSTRALIA
Overview of the company:
 Well-known retailer in Australia
 Founded in the year 1973
 Headquarters at Geelong, VIC, Australia
 Branches over more than 380 locations

IMPLEMENT
ATION
PROCESS
OF ITSM
PROCESS OF IMPLEMENTATION:
The process of implementation of ITSM includes certain
stratehies and processes which includes-
1. Service Strategy
 Portfolio management strategy
 Financial management of the IT services
 Demand management
 Business relationship management
2. Service Design
 IT service continuity management
 Information security management
3. Service Operation
 Problem management
 Incident management
 Event management
4. Continual Service Improvement
 Deming cycle
5. Service Delivery
 Capacity management

ITSM
IMPLEMENTA
TION AT
TARGET
AUSTRALIA
1. Service Strategy-
The first and foremost strategy that needs to be
processed in order to implement ITSM in retail industry.
 Portfolio management strategy-
 Target Australia implemented the use of qualitative
analysis to initiate the scoring technique of the products
that it serves to the customers.
 Adopted the strategic alignment approach to plan the
overall business
 Balanced the initiatives that area taken.
 Financial management of the IT services
 Target initiated funds to concentrate on the
management operation
 Demand management
 The company of Target Australia deployed in-store
employees to meet the demand of the customers
(Varley, 2014).
 Business relationship management


ITSM IMPLEMENTATION AT TARGET AUSTRALIA
SERVICE DESIGN
 IT service continuity management-
As a part of IT service community
management Target took the following steps:
 Implemented effective inventory
management services
 Implemented a software that helps in
determining stores
 Information security management
 Implemented advanced data security
strategies (Nicho, Khan & Rahman, 2017).
 Undertook a holistic approach to provide
data protection (Lal, 2018).
SERVICE OPERATION
 Problem management
For the Target Australia the
initiatives that are taken to
manage the ongoing problems
include-
 Implemented a number of
external distributors of the
business
 Started using outsourcing
business
 Initiated the supply chain by
whole sellers

ITSM IMPLEMENTATION AT TARGET AUSTRALIA
Continual Service
Improvement-
This includes monitoring of the
services that are delivered in the
business.
 Deming cycle:
The Deming cycle improves the
learning and improving
procedure of the business
models. Target implemented the
Deming Cycle so as to improve
the quality of products that it
offers. The cycle comprises of
process as follows:
 Planning
 Implementation of plan
 Collection of data
 Analysing the results
 Implementing the changes
Service Delivery-
The process that falls under
this is -
 Capacity management:
As a part of this strategy, the
organization of Target
Australia implemented the
Xangati solution to manage
the roles in virtual
environment

ITSM IN ENHANCING BUSINESS
PROPOSITION
ITSM is a procedure of controlling the delivery and
management of the IT services that are offered by retail
organisation to meet the needs of the organisation besides
bringing in customer satisfaction (Ayers & Odegaard, 2017).
It enhances business enterprise’s proposition by calculating
the number of people, process and technologies are used.
By introducing self service efficiencies, it helps in reducing
the workloads of the organizational process

CONCLUSION
Thus from the presentation it can be
concluded that for companies who
provide products or services to its
customers needs to ensure customer
satisfaction by acknowledging the
values of the organisation. Thus in
performing all these it is necessary
that organisations should implement
ITSM within their retail sector to
deliver values to their customers.