Need to write a Short paper on. You will review the Lakewood IT case downloadand the Interview Results document downloadfor this part of your Business Case Analysis and provide, as the minimum, th

Part 1 – Business Case

Interview Results:

As our new systems analyst, we need your help with some organizational and industry research. You will need to perform a SWOT analysis to assess whether this new service specialty will be an appropriate strategy for us long term.

Interviews were conducted by Lakewood IT about IT service operations. Three interviewees allowed their responses to be published proved they remained anonymous. Here are excerpts from their interviews.

Interviewee 1 said:

“Successful IT service departments really have effective managers and management. This enables the entire department to maintain strong relationships with other departments and customers. Unfortunately, there are perceptions about tier 1 technicians lacking the skills, knowledge, experience, and training to solve problems. In addition, a major detriment to operational success seemed to come from an inefficient use of staff resources and the inability to properly quantify and qualify work”.

“IT service departments will always face challenges or constraints such as restrictions on staffing levels causing or contribution to the inability to meet performance objectives (SLAs). Finally, there may be lack of executive support, not because the department is ineffective, but because the bottom-line sometimes drives business decisions”.

Interviewee 2 commented:

“Unsuccessful service operations seemed to be missing the optimal structure for performing service tasks. However, this negative aspect could be mitigated by adopting a service management framework and/or improving diversity of knowledge and skills of the technicians”.

“Let me not dwell on the negative. I have also been involved in operations that were turned around by hiring skilled tier 1, 2, and 3 technicians while also investigating the potential to automate certain tasks and functions”.

Interviewee 3 stated:

“Management and technicians, regardless of level, must be perceived as courteous and accurate rather than showing indifference to problems. Further, the learning process should never stop because there is always a need to improve your diversity of knowledge and skills, which, ultimately, may improve the customer’s experience”.

“In this age of automation, artificial intelligence, and financial scrutiny, IT service operations must continually justify their existence as a profit center to minimize discussions about outsourcing and possible decentralization”.