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Week2 Business Case Tulasidhar

Lakewood IT is exploring the establishment of an IT service department to expand its offerings and become a comprehensive provider for home IT needs. A SWOT analysis reveals strengths such as an existing customer base and opportunities for technician skill enhancement, while weaknesses include staffing constraints and concerns about technician expertise. To succeed, the company must focus on training, recruitment, and maintaining high service standards while adapting to the evolving IT landscape.

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Charan Ellendula
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20 views4 pages

Week2 Business Case Tulasidhar

Lakewood IT is exploring the establishment of an IT service department to expand its offerings and become a comprehensive provider for home IT needs. A SWOT analysis reveals strengths such as an existing customer base and opportunities for technician skill enhancement, while weaknesses include staffing constraints and concerns about technician expertise. To succeed, the company must focus on training, recruitment, and maintaining high service standards while adapting to the evolving IT landscape.

Uploaded by

Charan Ellendula
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Evaluating the Prospects of an IT Service Department at Lakewood IT

Tulasidhar reddy Deshireddy

Wilmington University

IST 7020: Analysis, Modelling and Design Brain Jorgage

November 05, 2023


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Introduction

Lakewood IT is considering expanding its services to include an IT service department as

a new product offering. This department will provide IT repair and support services to customers

at multiple company locations and possibly within the same location across various buildings.

The goal is to become a one-stop-shop for all home IT needs, including selling IT

hardware/software, replacement parts, and servicing the hardware/software. To assess the

feasibility and long-term suitability of this new service specialty, Lakewood IT has conducted

interviews with industry experts and is now seeking a SWOT analysis.

Problem statement

The problem at hand is whether Lakewood IT should invest in creating an IT service

department within six months to expand its services, given the existing customer-facing

departments and various challenges and opportunities in the IT service industry.

SWOT analysis

STRENGTHS WEAKNESS

 Existing customer base and brand  Perception of tier 1 technicians having

recognition in IT sales. insufficient expertise.

 Ability to leverage both virtual and in-  Ineffective allocation of staff

person technicians. resources.

 Increased customer retention through  Constraints on staffing levels

expanded services. impacting service standards.

 Reduced reliance on third-party repair  Uncertainty regarding executive


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companies. support.

OPPORTUNITIES TREATS

 Implement best practices for customer  Maintaining excellent customer

service. service is imperative.

 Expand technician skills through  Keeping pace with industry changes in

training programs. technology and business models.

 Hire highly skilled technicians at all  Proving profitability to justify the

tiers. department's existence.

 Explore automation to improve

efficiency

SWOT analysis summary

Lakewood IT's foray into the IT service sector is a journey marked by a blend of promise

and adversity. With a well-established customer base and a comprehensive range of technician

services, the company possesses a solid foundation for expansion, positioning itself as a holistic

IT solutions provider. However, the effectiveness of tier 1 technicians, the optimization of

resource allocation, staffing constraints, and the unpredictability of executive support serve as

notable hurdles that warrant careful consideration. To harness the potential for growth,

Lakewood IT can concentrate on elevating technician training and diversifying their skill sets to

bolster their proficiency and enhance service quality. Additionally, the strategic recruitment of

skilled technicians across tiers 1, 2, and 3, along with a thorough exploration of automation in

specific areas, can drive operational efficiency and cost savings, aligning the company with the

dynamic technological landscape of the IT service industry. Equally critical is the maintenance of
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professionalism in customer interactions, as unfavorable impressions can significantly affect

customer satisfaction and loyalty. In an environment characterized by rapid technological

advancements, rigorous financial scrutiny, and the perpetual imperative to validate the

profitability of the IT service department, Lakewood IT must maintain adaptability and

continually demonstrate that this department functions as a revenue-generating entity. This

entails effective management and meticulous resource planning to optimize efficiency and secure

enduring competitiveness. Navigating the intricate landscape of expansion into the IT service

sector requires a proactive approach to address existing shortcomings and the enduring challenge

of technological evolution. Through strategic investments in human resources, training, and

cutting-edge technology, while fostering a customer-centric culture, Lakewood IT can

successfully establish and sustain its IT service department. The path to becoming a

comprehensive solution for home IT needs represents a significant opportunity that, with

unwavering commitment and efficient management, can evolve into a prosperous and profitable

endeavor.

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