TECH2300 Service and Operations Management in IT

Students must conduct research externally and included references in order to produce a well referenced case study. You should use at least ten (10) sources of information and reference these in accordance with the Kaplan Harvard Referencing Style. These may include websites, social media sites, industry reports, census data, journal articles, and newspaper articles. These references should be presented as in-text citations and a referencing list at the end of your assessment (not included in the word limit). Wikipedia and other ‘popular’ sites are not to be used. This assessment is divided into four parts.

Part One – SWOT Analysis

Provide a brief introduction to Netflix as a company and its industry and conduct a SWOT analysis
with inclusion of FOUR (4) points for each of the SWOT analysis.

Part Two – Porter’s Five Forces Analysis

Conduct a Porter’s Five Forces analysis with inclusion of FOUR (4) points for each of the analysis.

Part Three – Service Lifecycle

1. Service Strategy – Demand Management
a. Provide specific recommendations with explanation how Netflix estimate the demand of users at certain time of the day across different time zones to ensure it has sufficient capacity to provide its service.

2. Service Design – Availability Management
a. Discuss, with specific recommendations, the IT infrastructure Netflix required to maintain its availability.

3. Service Transition - Release and Deployment Management
a. Discuss, with specific recommendations, how Netflix can maintain its software integrity where live environment is protected and that the correct components are released for updates.

4. Service Operation – Access management
a. Unauthorised ‘Password sharing’ is a key concern to streaming providers. Provide specific recommendations with explanation how Netflix can prevent unauthorised password/account sharing through adequate access management of the system.

Part Four – Reflection
Reflecting on the four major components of the service lifecycle (in Part Three), explain which one of the components of service lifecycle is the most important one from the perspective of Netflix. Explain why.

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