Thereare several weaknesses and threats that have been identified from conducting aSWOT analysis which may negatively impact the service targets set in the brief.In addition to there being many strengths that would reduce the probability ofthreats and help take advantage of opportunities. Beginning with high customersatisfaction, a crucial element expected from customers by the service provideris adequate support (Axelos, 2014g).
InDWC case the Follow the Sun Service Desk is used, however, this has led to cultural misunderstandings resulting indelays in resolving incidents. A survey of American companies taken fromSteinbart and Nath (1992) found the most prominent issue with global networksis the quality of foreign telephone network services. According to Axelos (2014g), a major aspect customer’s take into considerationwhen choosing a cloud provider is whether the service desk is local or not and whether there any potential languageissues which are seen that there is inthis case. Discussed in an interview by BSC was that English employees presumeeveryone thinks and communicates like they do which isn’t true and is often the cause of culturalbarriers (BCS, 2012).
Therefore, as DWC service desk would experience manydifferent cultures and languages, it is important this issue is resolved tomeet 80% or more customer satisfaction, in addition to increasing the incomefrom outside the UK by 50%, as well as taking advantage of opportunities suchas expanding internationally. Anotherthreat that impacts the above targets is language and time zone issues. Takenfrom an interview conducted by BCS, it was discussed that when companies decideto offshore they do not take into consideration the cultural differences which are seen in DWC case (BCS, 2012). Encounteringlanguage and time zone issues can be viewed as a threat as customers are not going to use DWC if there are other companieswho do not have any issue with these demographic matters. It is important theseissues are resolved as customers need to be satisfied with the level of serviceprovided and have confidence that if they take issue with the service it willbe resolved (Tipton and Krause, 2003). Utility and warranty are the twoelements that contribute to bringingvalue to the customer and if these are not met the company will lose business(Axelos, 2012f).
DWCalso targets to increase the income from customers living outside the UK by50%, however, there are threatsidentified from the SWOT that would impact this, such as complying with legislation. The reason being, this target potentiallyencounters processing, storing and transferring the personal data of individualsoutside the EU. Legislation relating to this matter is The Data Protection Act1998 (Great Britain. DPA 1998), currently,it is the Privacy Shield and other mechanisms that allow us to work withcompanies outside the EU (Privacy Shield Framework, 2018).
However, by May 2018when the GDPR (Great Britain. GDPR 2018) will replace the current dataprotection legislation, companies such as DWC must follow much more stringentprocesses to work with these companiesdue to the heightened legislation being implemented regarding data transfers(ICO, 2017). Anothermatter outlined from the brief was cultural and organizational issues due tothe different levels of expectation for IT support in each country.Organizational culture is the values that are shared between DWC and itscustomers, users, suppliers, and internal staff e.g. high standards andcustomer care (Brooks, 2006). It is important that this is resolved as thesestructures are critical to the management of people, process, technology, and partners which support using ITIL as aframework (Brooks, 2006).Ithas also been identified that there are security issues due to the additionaluse of cloud technologies and that there has been a security breach.
It iscritical that solutions are put into place to resolve these matters as cloudcustomers expect a higher level of security than most due to the fact they’re handing their data over for theprovider to store, trusting the provider to make that available on demand andto keep that data safe (Axelos, 2014g). According to a report conducted byForbes and IBM, 46% of businesses suffered reputational damage from a securitybreach (National Cybersecurity Institute, 2016), this shows that if DWC were toexperience another incident then this would certainly impact all 3 majortargets. Inaddition to this, there are weaknesses that have been analyzed from the SWOT that would prevent DWC taking advantage ofopportunities. For example, not having sufficient personnel resources to operatenew services that are being introduced will prevent DWC extending the hours ofoperation and providing a broader range of services.
Thereare also several strengths in the brief that reduce the probability of threats.For example, defined in the SWOT was DWC have competitors in the market. DWChaving its own physical data center, inaddition to committing to code of ethics, as well as becoming compliant withISO 20000 which is explained in further detail below are all positive factorsin gaining a competitive advantage and reducing that competition (Cots et al 2014.)