Thebelow will analyze the findings from theSWOT which shall explain what actions DWC can take to minimise the weaknessesthat have been identified, and avoid threats, in addition to how DWC can usethe strengths identified to maximise opportunities in order of priority.2.1) 100%Availability 100% availabilityof cloud services should be prioritized because it is one of the most critical elementsto the warranty of DWC’s service (Axelos, 2011c). If DWC cannot deliver thelevel of availability that has been set out, the utility of the service is effected(Farenden, 2012) and the adjacent targets such as high customer satisfactionand reduced service costs will not be experienced.
Throughout the brief areseveral areas such as problem management being reactive rather than proactive,in addition, to follow the sun servicedesk issues and language and time zonebarriers that would impact availability, as well as preventing DWC from takingadvantage of the opportunity to expand internationally. To fulfill this target, it is highly recommendedthat the Availability Management process is considered through the ServiceDesign stage in ITIL (Zeng, 2008). Also using Problem Management, KnowledgeManagement combined with Incident Management during the Operation stage of ITIL(Axelos, 2011), DWC would find that using the correct procedures on the servicedesk to identify solutions to known errors would resolve this issue, whilst contributingtowards all 3 targets. 2.2) 80% CustomerSatisfaction Secondly,there are several areas that need to be resolved to fulfill 80% or more customer satisfaction. These areas are theService desk, Service Catalogue, Service Level Requirements, Language and Timezone issues and most importantly Security issues. Security should beprioritized here as DWC has already experienced a security risk. It isimportant because Information Security again is a critical part of the warrantyof the service DWC is providing and without it,the utility cannot be accessed (Axelos, 2011c).
To combat this issue theInformation Security management process should be followed during the Service Designstage of ITIL, alongside IT Service Continuity Management and Disaster Recovery(ITILnews, 2017). If DWC were to implement these processes they should find theyshould be able to safeguard from attacks and recover from or prevent failures(Axelos, 2011c) which have been identifiedas needing addressing from the brief. There are also several strengths outlinedin the analysis which should be used to overcome this weakness.
These strengthsare DWC having a remote back up site to deliver continuity in the event of adisaster, in addition to the organizationhaving a Virtual Private Network to ensure appropriate levels of security (Jadejaand Modi, 2012). Outlined in the SWOT was the threat of legislation, hereupgrading their security would be an advantage, however,DWC can also use the strengths they have to reduce the probability of thisthreat e.g. having their own physical data centerand conforming to a code of business conduct. Committing to codes of ethics stronglylinks with legislation. Marinescu (2013) explains that one of the most widelyknown ethical issues in cloud computing is protecting customer data. The DataProtection Act 1998 (Great Britain.
DPA 1998) is a piece of legislation intent on doing just that. DWC should find using this strength will helpthem comply with the law. 2.3) 40% ServiceReduction Thenext 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 theTransition stage of ITIL helpful. It was mentioned that there is no involvementfrom internal customers in the implementation of changed IT services, inaddition to there being no formal change evaluation process. DWC would find ifthey implemented the Change Management process there would be a formal changeevaluation process in place.
This would involve creating a request, reviewingand assessing the change, planning the change, testing the change, creating achange proposal, implementing the change, reviewing the change process andclosing the process (Farenden, 2012). Thisis important as within the Service Transition document (Axelos, 2011d) it explainsthat creating well-structured and planned changes and releases result in significant cost savings andefficiencies, which relates to the service cost reduction target. In additionto this, issues with updates being deployed at the same time resulting inincidents must be resolved as this can also cost the company in money andresources therefore again impacting reducing service costs. Release and Deploymentmanagement would help to plan schedule, control and build test and deploy releasespreventing incidents from occurring as evident in the brief (Farenden, 2012). 2.4) Overall Astrength DWC should take advantage of overall is how DWC has integrated ITSMinto DWC technology, here they should introduce a focus in implementing ITILand becoming compliant with ISO 20000. There are several weaknesses which havebeen discussed that could be minimised by implementing ITIL best practices andbecoming 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 providerthat is ISO 20000 certified certainly eases the doubt of clients and customers’who are considering using cloud technologies. They also explain one of theproven benefits of obtaining ISO 20000 certification is that it reducesincidents, errors, and deviations, inaddition to improving the capacity to recover from an incident, error orcatastrophic event, which would put solutions in place for the securityincidents DWC are currently experiencing. Cots et al (2014) also found that one of many benefits becoming ISO20000 certified is that it reduces costs, benefits financially and improvesproductivity. Gehrmann (2012) also found that complying with ISO 20000increases user and client satisfaction in addition to providing the companywith a competitive advantage. All the above would address each service targetset out in the brief.