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7610ICT IT Services Management

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7610ICT IT Services Management

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7610ICT IT Services Management

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Course Code: 7610ICT
University: Griffith University is not sponsored or endorsed by this college or university

Country: Australia

Why would an organisation be interested in ITIL 2. What is a service level agreement 3. What is a RACI chart/matrix?4. Do you agree with the adage, “that you can’t manage what you cannot measure.
For the new online system, suggest and explain at least one indicator for each performance criteria of: efficiency, efficacy, and effectiveness 2. Describe dimensions of impact of your proposed new information system within the business for all stakeholders (cover both intended and positive effects, as well as possible negative effects); describe the proposed impact of the new system on the organisation, groups, and individuals.3. Identify and justify the organisational form of this business using Mintzberg’s classification 4. Use Lyytinen & Hirschheim’s 4 categories of systems failure, and the grid in slide 9; what type of failure is predicted, and offer advice to ensure system success.

Efficacy is the expected value of production that is performed by the system to reach its desired output. The efficacy shows that are the organization or the product or the services are capable enough to provide ample comfort or results. In case of the new online booking, system can indicate an efficacy is by the performance of the website or the application that has been used by the customers or the clients. The accessibility of the site is the basic factor by which a site is analyzed over efficacy factor of the online site; the options that a site provides must be easily accessible and face no server problems(Dwidevedi et al. 2015).
Efficiency:  the efficiency is the time duration till when the service can deliver maximum output with the minimum amount of input provided to the system, product or the commodity. With the case of the online booking system of the car repair shop the efficiency can be checked by the page loading of the online site with poor network, the reliability of the service it provides, the speed of services provided by the company.
Effectiveness: the effectiveness of the company is depended by the overall impact of the product or commodity or the service. Here in this case the effectiveness of the booking system can be checked by the reviews that provided by the customers of the sites, the more customers gathering to the site adds a positive sign that the online booking system is highly effective.
Information Systems have now been an essential part of a developing business .The information system provides many benefits to the stakeholders that include employees, workers as well as customers(Porzolt et al. 2015). The information system provides managerial assistance towards recording and updating data on the site. Here for example the online booking site has a hundred of customers using the site.
the details are recorded autonomously by the system is possible through IS. The information system provides a detailed and understandable record of data that have been used like payments, registered users etc. It does take care of payrolls and working hours of employees in the company. This helps in fare payroll for work done. The customers have a user-friendly interface and they don’t have to hassle much as the services are just clicks away.
            On the other side, This has a negative impact on the organization as well. If there is a lack of security with the system, the system can be leaked for information or private data of consumer causing high loss. The company can some time face ethical dilemma regarding technical policies. There could be chances that workers are not aware of the automated systems that can make them lose their jobs. Consumer on the other hand could not access services without internet connection.
According to the Mintzberg strategy(Vedovato,2016), the organization can be discussed on the basis of five forms
Structural, Machine, Professional, Divisional and adhocracy. Depending on these five strategies the online booking system of the car services can be justified as follows:
Structure: The online booking system is a door-to-door service provider with certified services and money back guarantee. They have social network pages to spread awareness about the organization to the people. It is a small beginning  through a site,with fewer staffs that are highly skilled to run this site(Vanhaverbeke et al. 2017).
Machine: In order to maintain the service quality ,the equipment used for servicing of cars and the other body parts are made sure to have a high quality. The company hires skilled workers to make sure the car is safe. With the money back guarantee the company assure the satisfaction of the customers.
Professional:  The organization provides adequate training to workers they recruit for the job and make sure there is no complain from the side of the customers because of the behavior of the professionals.
Divisional: The online booking system have provided additional services like car washing, painting, polishing and has opened many outlets in order to provide diverse option to the user of the systems.
Adhocracy: The Company made sure that the workers get job in the field they are specialized in and do not randomly send the workers, they make sure that the workers are polite with the customers during the service. The company monitors both the behavior of the customers and the professionals.
The types of failures that is  mentioned through this system are divided in following categories.
The correspondence failure: this failure states that there is chances that the services could not be completed due to lack of resources. The correspondence failure can cause in this case culd be due to network failure or server overloading(chae et al. 2015).
The Process failure: The failure that can be caused if the work could not be finished on time or is over or under budget. In this case the process failure can occur if there is delay in the repair of the cars or the professional did not report on time or when the customers is not ready to pay enough as mentioned.
Interaction failure: this mainly occurs when the company cannot meet the target. here in the case of the online system there maybe chances the services might fail if there are very less customers using the site during peak season.
Expectation failure: when the company fails to fulfill the wishes of their consumer it is said to be as expectation failure. Here in this case if the service quality cannot be upto the customers satisfaction. This will be considered as an expectation failure.
            The company site lags in expectation so in order to reach the offline customers the company must provide other ways other to connect with the customer who does not access internet(Wu et al. 2015).
Chae, H. C., Koh, C. E., &Prybutok, V. R. (2014). Information technology capability and firm performance: Contradictory findings and their possible causes. Mis Quarterly, 38(1), 305-326.
Dwivedi, Y. K., Wastell, D., Laumer, S., Henriksen, H. Z., Myers, M. D., Bunker, D., …& Srivastava, S. C. (2015). Research on information systems failures and successes: Status update and future directions. Information Systems Frontiers, 17(1), 143-157.
Porzsolt, F., Rocha, N. G., Toledo-Arruda, A. C., Thomaz, T. G., Moraes, C., Bessa-Guerra, T. R., …& Weiss, C. (2015). Efficacy and effectiveness trials have different goals, use different tools, and generate different messages. Pragmatic and observational research, 6, 47.
Vanhaverbeke, W., Roijakkers, N., Lorenz, A., &Chesbrough, H. (2017). The importance of connecting open innovation to strategy. In Strategy and communication for innovation (pp. 3-15). Springer, Cham.
Vedovato, M. (2016). Strategy and Business Model in Integrated Reporting. In Integrated Reporting (pp. 19-36). Palgrave Macmillan, London.
Wu, S. P. J., Straub, D. W., & Liang, T. P. (2015). How information technology governance mechanisms and strategic alignment influence organizational performance: Insights from a matched survey of business and IT managers. Mis Quarterly, 39(2), 497-518.

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