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[{"key": "dc.contributor.advisor", "value": "Pulkkinen, Mirja", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.advisor", "value": "Alamaa, Jari", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Luomanen, Lasse", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-06-01T15:36:08Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-06-01T15:36:08Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2017", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1702908", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/54247", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "IT-palvelunhallinta tarkoittaa laadukkaiden IT-palveluiden implementointia ja hallintaa. Se koostuu kokoelmista prosesseja, joita on mahdollista mitata erilaisilla mittareilla. Mittareita kutsutaan operatiivisiksi mittareiksi, sek\u00e4 suorituskykymittareiksi. IT-palvelunhallinnan prosesseja mittaavat mittarit eroavat organisaatioittain, sill\u00e4 mittareita tulisi suosituksen mukaan k\u00e4ytt\u00e4\u00e4 aina osana viitekehyst\u00e4. Mittaria arvioitaessa tulee ottaa huomioon aina n\u00e4k\u00f6kulma sek\u00e4 konteksti, jossa mittari esiintyy. Mittarin esitt\u00e4m\u00e4 tieto voi olla jopa haitallista, jos sit\u00e4 analysoidaan v\u00e4\u00e4rin. IT-palvelunhallinnan toteuttamista varten on kehitetty ITIL-viitekehys, joka on viidest\u00e4 teoksesta koostuva, hyvi\u00e4 k\u00e4yt\u00e4nteit\u00e4 ja prosessimalleja sis\u00e4lt\u00e4v\u00e4 kokonaisuus. ITIL-viitekehyksen mukaisen palvelutuotannon vaihe sis\u00e4lt\u00e4\u00e4 her\u00e4tteenhallinta- ja vianhallintaprosessien vaiheittaiset kuvaukset, sek\u00e4 niille m\u00e4\u00e4ritetyt mittarit. T\u00e4m\u00e4 tutkimus keskittyy her\u00e4tteenhallinnan kautta havaittujen her\u00e4tteiden, sek\u00e4 niist\u00e4 johdettujen vikatilanteiden mittaamisen kehitt\u00e4miseen. Tutkimuksen tutkimusprosessina on k\u00e4ytetty suunnittelutieteellist\u00e4 tutkimusprosessia. Teoreettinen tieto on hankittu kirjallisuuskatsauksen avulla, mink\u00e4 lis\u00e4ksi tutkimuksen empiirinen tieto on ker\u00e4tty kohdeorganisaatiosta. Her\u00e4tteiden ja niist\u00e4 johdettujen vikatilanteiden mittaamisen kehitt\u00e4minen on toteutettu konstruktiivisena tutkimuksena, jolloin tutkimuksen kohdeorganisaatiolle kehitettiin uusi palvelunhallinnan ty\u00f6kalun (Jira) projekti, johon kirjataan her\u00e4tteenhallinnasta havaittavat teht\u00e4v\u00e4t. Uuteen palvelunhallinnan ty\u00f6kalun projektiin m\u00e4\u00e4ritettiin annettujen vaatimusten perusteella 19 uutta mittaria, joita ei ole aiemmin kohdeorganisaation her\u00e4tteenhallintaprosessista mitattu. Tutkimuksen osatuotteena kehitettiin my\u00f6s BSC-menetelm\u00e4\u00e4 k\u00e4ytt\u00e4en malli, jonka avulla mittarien suorituskyky\u00e4 voidaan tarkastella. Tutkimuksessa toteutetun IT-palvelunhallinnan prosessien mittaamisen kehitt\u00e4misen vaiheet ovat hy\u00f6dynnett\u00e4viss\u00e4 my\u00f6s my\u00f6hemmiss\u00e4 tutkimuksissa muiden organisaatioiden toimesta.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "IT Service Management means delivering and implementing high quality IT services. IT Service Management consists of process collections, which can be measured by different metrics. The metrics are either operative metrics or performance metrics. The metrics measuring ITSM processes vary, depending on organizations. Per some principles, metrics should be always as part of a framework. While evaluating metrics, one must always consider the aspect and context where the metric is being used. The information metric presents can be also considered harmful if it\u2019s being analyzed incorrectly. ITIL framework has been developed to carry out ITSM. The framework consists five different writings. It is a big collection of good ITSM practices and processes. ITIL Service Operations consists of detailed flows of event management and incident management processes in addition to metrics related to those two processes. This study concentrates on improving the measurement of events and incidents detected from event management. The research method used in this study is design science research method. Theoretical knowledge has been acquired from literature review. Empirical information was gathered from the study organization. The improvement of reporting events and incidents was carried out as constructive research. In the research, new ITSM tool (Jira) project was developed for the study organization. Based on the gathered requirements 19 new metrics were implemented into the new project of the ITSM tool. Those metrics have not been measured before in the study organization. BSC method was used to develop a method to evaluate the organization\u2019s event management perfor-mance from different points of view using the new metrics. Later studies initiated by other organizations can use the defined steps used in developing the measurement of ITSM processes.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Lasse Luomanen (laviluom) on 2017-06-01 15:36:08.227000. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =False]", "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 2017-06-01T15:36:08Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201706012629.pdf: 997675 bytes, checksum: b1037ee74ba367a498fd00b90e737999 (MD5)\r\nlicense.html: 1167 bytes, checksum: 5dd8ab0c7698889490aa80ac52b9d088 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2017-06-01T15:36:08Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201706012629.pdf: 997675 bytes, checksum: b1037ee74ba367a498fd00b90e737999 (MD5)\r\nlicense.html: 1167 bytes, checksum: 5dd8ab0c7698889490aa80ac52b9d088 (MD5)\r\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (81 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": "IT-palvelunhallinta", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ITIL", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Her\u00e4tteenhallinnan mittaamisen kehitt\u00e4minen : konstruktiivinen tutkimus IT-palveluorganisaatiossa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.title.alternative", "value": "Konstruktiivinen tutkimus IT-palveluorganisaatiossa", "language": null, "element": "title", "qualifier": "alternative", "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-201706012629", "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", 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