FACULTY OF SCIENCE AND TECHNOLOGY. DEAKIN UNIVERSITY. UNIT CODE: SIT 794 Name: MOHAMMED ZAHEERUDDIN Student ID: 213380999 ASSIGNMENT 1 DUE DATE : 26-08-2013 Declaration, I certify that the attached work is entirely my own. I also certify that it has not been submitted for assessment in any other unit or course. I agree that Deakin University may make and retain copies of this work for the purposes of marking and review, and may submit this work to an external plagiarism detection service who may retain a copy for future plagiarism detection but will not release it or use it for any other purpose. Date: 26 th August 2013. 1
ANALYSING AND UNDERSTANDING THE NATURE OF SERVICES & SERVICE STRATEGY EMPLOYED BY INTERNATIONAL BUSINESS MACHINES CORPORTATION (IBM) 2
1. SERVICE MANAGEMENT Service management is the activity done to monitor as well as optimize a service to ensure that it meets the outcome which a customer values, and the stakeholder promises to provide.  2. IT SERVICE MANAGEMENT IT Service management is nothing but implementing and managing the quality IT services. In today’s business environment which prioritizes speed and efficiency, having a strong IT strategy is important. Therefore, a lot of companies offer clients in achieving these qualities by providing various services such as system integration, testing, application development and solutions along with management services. 3. Analysing IBM International Business Machines Corporation, or IBM, is an American multinational technology and consulting corporation founded in 1910, with headquarters in Armonk, New York, United States. IBM deals in computer related machinery or technology which includes both software and hardware. IBM offers a vast array of products and services for almost all business needs worldwide. Besides the products, the company also offers solutions and services. IBM operates in five segments: Global Technology Services, Global Business Services, Software, Systems and Technology, and Global Financing. The company was formerly known as Computing-Tabulating-Recording Co. and changed its name to International Business Machines Corporation in 1924.  IBM began its Australian operations in 1932 and now employs around 10,000 people across the country. Low Inflation, competitive salaries, transparent and efficient regulatory environment were the compelling reasons for IBM to do business in Australia. IBM Australia reported revenues of A$ 3.7 billion in 2004, ranking it as one of the top 50 companies in the world. IBM was reassured by the country’s stable legal and political environment. Australia’s welcoming, open and direct approach to foreign direct investment was also important in IBM’s success down under. According to IBM’s report, the availability of faster broadband in Australia has the potential to generate $1 trillion in revenue for the country by 2050.
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