The below will analyze the findings from the SWOT

below will analyze the findings from the
SWOT which shall explain what actions DWC can take to minimise the weaknesses
that have been identified, and avoid threats, in addition to how DWC can use
the strengths identified to maximise opportunities in order of priority.

2.1)       100%

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100% availability
of cloud services should be prioritized because it is one of the most critical elements
to the warranty of DWC’s service (Axelos, 2011c). If DWC cannot deliver the
level of availability that has been set out, the utility of the service is effected
(Farenden, 2012) and the adjacent targets such as high customer satisfaction
and reduced service costs will not be experienced. Throughout the brief are
several areas such as problem management being reactive rather than proactive,
in addition, to follow the sun service
desk issues and language and time zone
barriers that would impact availability, as well as preventing DWC from taking
advantage of the opportunity to expand internationally. To fulfill this target, it is highly recommended
that the Availability Management process is considered through the Service
Design stage in ITIL (Zeng, 2008). Also using Problem Management, Knowledge
Management combined with Incident Management during the Operation stage of ITIL
(Axelos, 2011), DWC would find that using the correct procedures on the service
desk to identify solutions to known errors would resolve this issue, whilst contributing
towards all 3 targets.

2.2)       80% Customer


there are several areas that need to be resolved to fulfill 80% or more customer satisfaction. These areas are the
Service desk, Service Catalogue, Service Level Requirements, Language and Time
zone issues and most importantly Security issues. Security should be
prioritized here as DWC has already experienced a security risk. It is
important because Information Security again is a critical part of the warranty
of the service DWC is providing and without it,
the utility cannot be accessed (Axelos, 2011c). To combat this issue the
Information Security management process should be followed during the Service Design
stage of ITIL, alongside IT Service Continuity Management and Disaster Recovery
(ITILnews, 2017). If DWC were to implement these processes they should find they
should be able to safeguard from attacks and recover from or prevent failures
(Axelos, 2011c) which have been identified
as needing addressing from the brief. There are also several strengths outlined
in the analysis which should be used to overcome this weakness. These strengths
are DWC having a remote back up site to deliver continuity in the event of a
disaster, in addition to the organization
having a Virtual Private Network to ensure appropriate levels of security (Jadeja
and Modi, 2012). Outlined in the SWOT was the threat of legislation, here
upgrading their security would be an advantage, however,
DWC can also use the strengths they have to reduce the probability of this
threat e.g. having their own physical data center
and conforming to a code of business conduct. Committing to codes of ethics strongly
links with legislation. Marinescu (2013) explains that one of the most widely
known ethical issues in cloud computing is protecting customer data. The Data
Protection Act 1998 (Great Britain. DPA 1998) is a piece of legislation intent on doing just that. DWC should find using this strength will help
them comply with the law.

2.3)       40% Service


next area to prioritize should be areas that impact reduction of service costs.
There are several areas identified from the SWOT that DWC would find using the
Transition stage of ITIL helpful. It was mentioned that there is no involvement
from internal customers in the implementation of changed IT services, in
addition to there being no formal change evaluation process. DWC would find if
they implemented the Change Management process there would be a formal change
evaluation process in place. This would involve creating a request, reviewing
and assessing the change, planning the change, testing the change, creating a
change proposal, implementing the change, reviewing the change process and
closing the process (Farenden, 2012).  This
is important as within the Service Transition document (Axelos, 2011d) it explains
that creating well-structured and planned changes and releases result in significant cost savings and
efficiencies, which relates to the service cost reduction target. In addition
to this, issues with updates being deployed at the same time resulting in
incidents must be resolved as this can also cost the company in money and
resources therefore again impacting reducing service costs. Release and Deployment
management would help to plan schedule, control and build test and deploy releases
preventing incidents from occurring as evident in the brief (Farenden, 2012).

2.4)       Overall


strength DWC should take advantage of overall is how DWC has integrated ITSM
into DWC technology, here they should introduce a focus in implementing ITIL
and becoming compliant with ISO 20000. There are several weaknesses which have
been discussed that could be minimised by implementing ITIL best practices and
becoming compliant.  According to ISO (2012)
out of a survey involving security, network availability and service levels,
security was customer’s top concern. ISO (2012) explains that finding a provider
that is ISO 20000 certified certainly eases the doubt of clients and customers’
who are considering using cloud technologies. They also explain one of the
proven benefits of obtaining ISO 20000 certification is that it reduces
incidents, errors, and deviations, in
addition to improving the capacity to recover from an incident, error or
catastrophic event, which would put solutions in place for the security
incidents DWC are currently experiencing. Cots et al (2014) also found that one of many benefits becoming ISO
20000 certified is that it reduces costs, benefits financially and improves
productivity. Gehrmann (2012) also found that complying with ISO 20000
increases user and client satisfaction in addition to providing the company
with a competitive advantage. All the above would address each service target
set out in the brief.