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[{"key": "dc.contributor.advisor", "value": "Pulkkinen, Mirja", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Sajaniemi, Jarni", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-11-14T14:32:55Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-11-14T14:32:55Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1642845", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/51873", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tutkielman tarkoituksena on tutkia Information Technology Infrastructure Library (ITIL) -viitekehyksen mukaisen ongelmanhallintaprosessin kriittisi\u00e4 menestystekij\u00f6it\u00e4. ITIL-viitekehys on laajasti k\u00e4ytetty kokoelma parhaita k\u00e4yt\u00e4nt\u00f6j\u00e4 IT-palvelunhallintaan,\r\njoita voidaan soveltaa kuhunkin organisaatioon sopivaksi tarpeiden mukaan. Ongelmanhallintaprosessi on yksi palvelunhallinnan prosesseista, jolla on t\u00e4rke\u00e4 rooli insidenttien eli tapahtumien juurisyiden tutkinnassa. Ongelmalla tarkoitetaan yhden tai useamman tapahtuman tarkempaa juurisyyt\u00e4. Ongelmanhallinnan keskeinen teht\u00e4v\u00e4 on juurisyiden l\u00f6yt\u00e4minen ja poistaminen. \r\n\r\nKirjallisuuskatsauksessa perehdyt\u00e4\u00e4n ITIL-viitekehykseen ja ongelmanhallintaprosessiin sek\u00e4 aiemmissa tutkimuksissa l\u00f6ydettyihin haasteisiin ja kriittisiin menestystekij\u00f6ihin. Tutkielman empiirisess\u00e4 osassa pyrit\u00e4\u00e4n tapausyrityksess\u00e4 suoritettujen asiantuntijahaastattelujen avulla l\u00f6yt\u00e4m\u00e4\u00e4n ongelmanhallintaprosessin kriittiset menestystekij\u00e4t. Tutkimuksessa l\u00f6ydettiin kriittisi\u00e4 menestystekij\u00f6it\u00e4 kahdeksan kappaletta: ongelma-k\u00e4sitteen ja ongelmanhallintaprosessin ymm\u00e4rt\u00e4minen,riitt\u00e4v\u00e4t ja dedikoidut resurssit, johdon ja tekij\u00f6iden sitoutuminen,rajapinta muutostenhallintaan, tunnettujen virheiden tietokanta, ty\u00f6kalun tuki prosessille, sy\u00f6tteet prosessin k\u00e4ynnistymiselle ja prosessiomistajan vahva rooli.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The focus of this thesis is on defining the critical success factors of Information\r\nTechnology Infrastructure Library (ITIL) Problem Management processes. The ITIL framework is widely used in the collection of IT Service Management best practices, which can be adapted to organizations based on their needs. The Problem Management process is one of the service operation processes and has an important role in analyzing root causes of incidents. A problem is defined as the root cause of one or several incidents. The Problem Managements main goal is to find and resolve root causes.\r\n\r\nThe main focus of the literary review is to present in-depth knowledge of the ITIL\r\nframework and Problem Management process. The empirical part of this study focuses on finding the critical success factors of Problem Management processes by interviewing specialists, who work for company that use the ITIL. Eight critical success factors were found: understanding the concept of a problem and the Problem Management process, sufficient and dedicated resources, management and employee commitment, output to Change Management, existence of Known Error Databases, tool support for processes, triggers to start a process, and the strong involvement of the Process Owner.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Jarni Sajaniemi (jajujosa) on 2016-11-14 14:32:54.508401. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2016-11-14T14:32:55Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201611144620.pdf: 1310731 bytes, checksum: 11384931c7b06f33385045946573305c (MD5)\r\nlicense.html: 4886 bytes, checksum: 159f9b58575719ec4df5143dbbab5a24 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-11-14T14:32:55Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201611144620.pdf: 1310731 bytes, checksum: 11384931c7b06f33385045946573305c (MD5)\r\nlicense.html: 4886 bytes, checksum: 159f9b58575719ec4df5143dbbab5a24 (MD5)\r\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (68 sivua)", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "Information Technology Infrastructure Library (ITIL)", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "ITIL-viitekehyksen mukaisen ongelmanhallintaprosessin kriittiset menestystekij\u00e4t : tapaustutkimus IT-palveluorganisaatiossa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201611144620", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": 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