IT firms all over the world are increasingly leveraging on ITSM to gain competitive advantage in the marketplace. IT Service Management (ITSM) refers to set of specialized capabilities found in the organization, which can be used to provide different IT services to the customers. ITSM enables the organization to ensure quality and efficiency in their operations. At the same time, it also allows the organization to deliver the IT services in most timely and efficient manner. The organizational capabilities covered under ITSM cannot be procured or developed with short period of time. Instead, such capabilities usually mature organically within the organization over period of time. The application of ITSM within the organization allows the business entity to enjoy number of benefits. These benefits usually manifests in the shape of improved quality services provided to the customers, which increases their retention. At the same time, ITSM allows the organization to achieve cost-effectiveness in their operations. This usually is the direct result of successful integration and centralization of the process. In addition to this, ITSM increases transparency and governance standards within the organization. One way to follow ITSM is through the Information Technology Infrastructure Library (ITIL). ITIL is the management framework, which is used globally for implementing good practices for ITSM (England, 2008). In the succeeding sections, an effort will be made to demonstrate the understanding of IT governance standards in the context of chosen IT organization. Furthermore, the organizational strategy pertaining to expansion and growth will also be discussed under the scope of ITIL. Similarly, the processes and operations will be discussed under the framework of COBIT. COBIT is used for the purpose of auditing IT in the organizations. The analysis will shed light on the change management issues faced by the organization emerging from the application of IT governance and compliance standards. Similarly, the security threats faced by the organization will also be discussed especially those resulting from the online platforms. The succeeding discussion will perform the analysis of the selected organization under the domain of different theoretical frameworks.
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Overview of the Organization
The organization select is NetApp Australia. It is one of the biggest IT and cloud computing firms in Australia. NetApp provides different IT services to the customers. The purpose of such services is to lower the costs of the clients and accelerate their business growth. NetApp is involved in the creation of different innovative products. These products range from storage software to security application. The quality of the service provided by NetApp can be gauged from the fact that it is considered benchmark by the rivals in the industry. This can be attributed to the importance technology is given in the operations and strategy of the organization. In addition to this, NetApp extensively collaborate with other firms in the industry for the development of optimum solution for the customers’ IT needs. Through the products and services provided by the NetApp, the customers are able to achieve efficiency in number of aspects of their operations. For instance, it has been noted that NetApp’s customers are able to reduce the data center footprint by 50%. In addition to this, customers are also able to boost storage utilization by 200% and storage system performance up to 400%. NetApp is renowned for providing service and support to the product procured by the customers. This enabled the smooth running of the systems and increase the value derived by the customers from the products. The success of NetApp can be attributed to the organizational culture in which each stakeholder from top management to low-level employees play their part in creating and delivering value to the customers. The importance of this value-driven approach can be substantiated from the organization’s vision, which states to deliver the best possible results to all the stakeholders through values such as trust, integrity, leadership, simplicity, adaptability and synergy. This mission is supported by the assessment of Fortune Magazine, which ranked it among the best 6 companies to work for in 2012 (NetApp, n.d.).
Primarily, NetApp is involved in providing IT services to the customers. Initially, NetApp started with hybrid channel strategy of both direct and indirect sales. Lately, it decided to target only low-end of the market and, therefore, employed only the indirect distribution. The indirect distribution used value-added resellers (VARs) to carry the product and services to the customers. The purpose of such strategy was to achieve high market share in limited time. This enabled the organization to enjoy head start in comparison to the rivals present in the industry. However, in order to achieve this, the integration of the entire organization was necessary. This implied absence of performance gaps and islands of information within the organization. For this purpose, the top-management of the company developed an organizational structure, which resulted in great fluidity and mobility of the information. This also made the organization responsive to the external stimulus and to the needs of the customers. In addition to this, NetApp’s service strategy also depended greatly on large key accounts. This enabled the organization to sustain efficient customer management within the organization. This also provided the company with the facility to employ any combination of distribution channel in providing services to the customers. Initially, NetApp extensively made use of telesales to book customer orders, which was later transformed into online sales portal. This allowed the customers with much needed convenience to order their products and interact with the company. It also enabled the organization to provide timely and appropriate customer services to the customers. Another distinguishing feature of NetApp’s channel strategy is their commitment to product support. The emphasis on product support can be attributed to the belief, which puts it in the centre of company’s growth and expansion (Dutton, 2003). At the same time, it also allowed the organization to build long and sustainable relationship with the customers. However, it is also important to analyze the above-mentioned strategy in the light IT governance standards and frameworks.
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