Business Case Project Overview: The owner of Lakewood IT wants to create an IT service department as one of their product offerings. This service department may exist at multiple, company locations a

Business Case

Project Overview:

The owner of Lakewood IT wants to create an IT service department as one of their product offerings.  This service department may exist at multiple, company locations and, possibly, in multiple buildings at the same location.  Management needs to determine whether we are suited to expand into this new specialty within six (6) months.  Currently, we have two customer-facing departments: IT Hardware/Software Sales and IT Parts.  If we choose to create a service department, this will add a third customer-facing department to Lakewood IT.  No longer will we need to refer customers to outside repair service companies.  We will be able to sell new IT hardware/software, sell replacement parts, and service the hardware/software. Truly, we will be a one-stop shop for all home IT needs!

As I think about it, I probably did not give you enough information about this proposed service department.  The service department will have both virtual and live technicians to fix the customer’s IT issues.  This will require people to set up the home service appointments, technicians to assess, estimate, and fix the hardware/software, and coordinate with parts department to get the necessary parts for repair. The parts department may need to change their inventory and ordering process to accommodate the larger volume of parts needed with the new service department.


Lakewood IT’s management is asking for additional information in your analysis.  They are tasking you with exploring and researching some options associated with their project.  Management wants you to research IT service implementation options.  More specifically, you must research Software as a Service (SaaS) solutions vs. non-SaaS solutions for IT service departments.  The paper must:

  • Identify and describe, at least, two SaaS solutions and two non-SaaS solutions
  • Describe, at least, two benefits and two limitations associated with each solution
  • Identify one preferred SaaS solution and one, preferred non-SaaS solution as the best options for Lakewood IT.

The paper must not exceed 5 pages of content (the title page, abstract [if required], reference pages,  figures/tables, and appendices are not content pages).  In addition, the paper must use:

  • Times New Roman, 12 pt font/typeset
  • Double spaced lines
  • The APA Manual, 7th edition’s title page, header, margins, figure, table, and heading formatting
  • The APA Manual, 7th edition’s writing mechanic guidelines

Please find the attached references below.

Business Case Project Overview: The owner of Lakewood IT wants to create an IT service department as one of their product offerings. This service department may exist at multiple, company locations a
IT Service Implementation Solutions for Lakewood IT Service Department 8 IT Service Implementation Solutions for Lakewood IT Service Department Analysis, Modeling, and Design Lakewood IT management wants to implement a new IT service department ,which requires a proper service implementation solution for better processing and infrastructure. There are multiple solutions available in the market, of which Software as a Solution(SaaS) is the leading solution in current IT industry. There are non-SaaS solutions also available in the market. However, choosing a right solution would be always a tricky and challenging part. SaaS and non-SaaS Solutions Software as a service (or SaaS) could also be delivering applications over the online as a service rather than installing and maintaining software, it are often simply accessed via the web , freeing Lakewood IT company from complex software and hardware management. SaaS applications are every now and then referred to as Web-primarily based totally software, on-call for software, or hosted software. no matter the name, SaaS programs run on a SaaS company’s servers. The company manages get entry to to the appliance , which include security, availability, and performance. SaaS Solutions: CRMs The Customer Relation Management solutions automate sales/marketing processes and should convince be a game changer for growing businesses. CRMs allow businesses to remain up with their customers by effectively managing customer profiles and providing them a more personalized experience. A CRM automatically collects customer information and keeps track of interactions across different channels, including the web site , support logs, customer reviews and feedback, and therefore the social media. CRMs that use AI can automatically personalize communications supported this data and thus the past experiences. Benefits: Low Initial Investment: SaaS CRM applications are subscription-based. Lakewood IT service department has to pay licenses based on the number of users or use of data. Company no need to invest in installing and training their staff. Company can subscribe and start using the SaaS CRM applications instantly. Seamless Availability: SaaS CRM software application is already available on the web. Company don’t have to worry about creating portals or making interfaces to serve employees. Employees have 24/7 access to the application. Better and speedier communication. Better protection of data privacy. Limitations: Data Exchange – Exchanging data between systems can be cumbersome and inaccurate. Optimizing the information trade manner includes information current problems, defining the facts to be exchanged, designing an information transformation and integration solution, finishing the transaction and checking out the results. There are risks associated with keeping a lot of data in one place. With lots of regulations surrounding data businesses face penalties in the event of security breaches. Billing Solutions and Payment Gateway: SaaS billing solutions cover business processes related to payment handling and permit businesses to easily accept payments through different channels including credit cards, mobile wallets, bank transfers and reward programs. These solutions also cover other aspects of payment handling like reporting. Although billing necessities can range from one purchaser to a different , SaaS answers permit organizations to automate maximum procedures among quote to cash. Benefits: Storage of payment information: A great service that e-commerce sites can offer their repeat customers is the ability to store payment information so that they don’t have to re-enter their details every time they make purchases. With this service, buyers can store multiple cards at a single site and choose any one for a purchase. These sensitive details are encrypted and stored separately from the e-commerce site. Customization: Payment gateway software generally offers multiple application program interfaces (API’s). These supplemental software packages can help customize a specific payment gateway. Limitations: During system maintenance or application downtime payment gateways software will not be available. And customers cannot make online payments. Customers cannot make payments in cash or checks and billing solutions and payment gateways hosts on vendor rather than on-premise infrastructure. Non-SaaS Solutions: Non-SaaS which alternatively called as on-premise, it could be an open source platform gives everyone access to the software’s code and allows for endless customization and flexibility. Open source is usually free and the code is available for modification. In either case, full control is given to the business in where and how they would like to host the software. Storage Implementing on-premise storage is always a best solution. Data will be within the organization and is reliable and more secure. Companies can’t risk putting customer data into vendor storages. Benefits: Cost: No additional costs required for maintaining data on own database or storage. Internet Connection: Cloud storage requires internet connection, might cause slowness due to network issues. Own storage doesn’t need this connection which avoids customer impact. Limitations: In case of hardware failures, difficult to retrieve the data. Whereas Cloud acts like a backup solution for local storage. When changes made to data, synching and updating across production and back up databases would take time. Enterprise Software It is the software where organization buys and installs on their own servers. Examples are Skype, Microsoft Outlook, etc. Benefits: Customizability – One of the primary advantages of traditional enterprise software is the ability to customize the software. Because Lakewood IT company own the software, can customize the software as needed to address company needs. Functionality –Because of limited customizability, on-premise software able to perform all of the functionality organization requires. Limitations: Maintenance, security, and design must be performed independently by Lakewood IT company. If company can’t handle these maintenance, then need to hire professionals, but they would be cheaper than SaaS. Preferred SaaS & non-SaaS solutions for Lakewood IT service implementation Lakewood IT company should opt for Customer Relation Management(CRM) as a preferred SaaS solution and Enterprise Software like Skype would be preferred non-SaaS solution. CRM is a very flexible and comfortable-to-work-with the system, focused on pipeline management and sales automation, which allows selling more while spending less time and effort on routine tasks. Lakewood IT Service department can easily manage all deal tracks on the go, gain insights on current customers with real-time metrics and reporting, automate further phone calls and follow-up emails, and attach any important documents to customers accounts. Installing enterprise software like Skype for IT service department would give an option for customers to reach professional support in case of any hardware or software issues. For service provider company, customer support always required. Customers will logon to Lakewood IT company website and they can raise an issue and chat with agents or professional experts with this Skype chat. References: May 29, 2021 Types of SaaS Solutions and Applications.

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