ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana

Asiakaspalvelua tarjoavien informaatioteknologiaorganisaatioiden liiketoiminta on hyvin riippuvainen asiakaspalvelun laadusta ja sen kustannustehokkuudesta. Tutkielma toteutettiin kirjallisuuskatsauksena ja tarkoituksena on ollut tarkastella ITIL:n mahdollistamia parannuksia nimenomaan asiakaspalvel...

Full description

Bibliographic Details
Main Author: Sorvali, Aleksi
Other Authors: Informaatioteknologian tiedekunta, Faculty of Information Technology, Informaatioteknologia, Information Technology, Jyväskylän yliopisto, University of Jyväskylä
Format: Bachelor's thesis
Language:fin
Published: 2020
Subjects:
Online Access: https://jyx.jyu.fi/handle/123456789/67761
_version_ 1826225795033464832
author Sorvali, Aleksi
author2 Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä
author_facet Sorvali, Aleksi Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä Sorvali, Aleksi Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä
author_sort Sorvali, Aleksi
datasource_str_mv jyx
description Asiakaspalvelua tarjoavien informaatioteknologiaorganisaatioiden liiketoiminta on hyvin riippuvainen asiakaspalvelun laadusta ja sen kustannustehokkuudesta. Tutkielma toteutettiin kirjallisuuskatsauksena ja tarkoituksena on ollut tarkastella ITIL:n mahdollistamia parannuksia nimenomaan asiakaspalvelun laatuun liittyen erikokoisten organisaatioiden näkökulmasta. Tarkoituksena on ollut pohtia asiakaspalvelun laatua, sen merkitystä ja siihen panostamista. ITIL otettiin tutkielmaan mukaan muutosten mahdollistaja sen vuoksi, että kyseessä on iso kokoelma IT-alan parhaimpia käytäntöjä. Tutkielmassa käytettyjen tieteellisten lähteiden pohjalta voidaan todeta, että ITIL potentiaalinen, mutta erittäin riskialtis muutoksen mahdollistaja. Voidaankin kysyä, että mihin kaikkeen ITIL:iä voitaisiinkaan hyödyntää tulevaisuudessa. IT companies which provide customer service for their products or services have to focus on customer service quality and its cost-efficiency. The thesis was carried out as a literature review and the purpose has been to examine different possibilities which ITIL could make possible precisely from perspective of different size customer service providers. The main aspects have been how to determine and measure quality, how important quality is and how to invest in it. ITIL was chosen in the thesis as the enabler for quality improvement enabler due it’s status as the guide of best-practice-solutions. Based on the thesis it can be stated that ITIL is at the same time potential, but also risky investment businesswise. The question is that how ITIL can be capitalized in different kind of scenarios in the future.
first_indexed 2024-09-11T08:50:49Z
format Kandityö
fullrecord [{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Sorvali, Aleksi", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-02-06T09:52:03Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-02-06T09:52:03Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2020", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/67761", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakaspalvelua tarjoavien informaatioteknologiaorganisaatioiden liiketoiminta on hyvin riippuvainen asiakaspalvelun laadusta ja sen kustannustehokkuudesta. Tutkielma toteutettiin kirjallisuuskatsauksena ja tarkoituksena on ollut tarkastella ITIL:n mahdollistamia parannuksia nimenomaan asiakaspalvelun laatuun liittyen erikokoisten organisaatioiden n\u00e4k\u00f6kulmasta. Tarkoituksena on ollut pohtia asiakaspalvelun laatua, sen merkityst\u00e4 ja siihen panostamista. ITIL otettiin tutkielmaan mukaan muutosten mahdollistaja sen vuoksi, ett\u00e4 kyseess\u00e4 on iso kokoelma IT-alan parhaimpia k\u00e4yt\u00e4nt\u00f6j\u00e4. Tutkielmassa k\u00e4ytettyjen tieteellisten l\u00e4hteiden pohjalta voidaan todeta, ett\u00e4 ITIL potentiaalinen, mutta eritt\u00e4in riskialtis muutoksen mahdollistaja. Voidaankin kysy\u00e4, ett\u00e4 mihin kaikkeen ITIL:i\u00e4 voitaisiinkaan hy\u00f6dynt\u00e4\u00e4 tulevaisuudessa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "IT companies which provide customer service for their products or services have to focus on customer service quality and its cost-efficiency. The thesis was carried out as a literature review and the purpose has been to examine different possibilities which ITIL could make possible precisely from perspective of different size customer service providers. The main aspects have been how to determine and measure quality, how important quality is and how to invest in it. ITIL was chosen in the thesis as the enabler for quality improvement enabler due it\u2019s status as the guide of best-practice-solutions. Based on the thesis it can be stated that ITIL is at the same time potential, but also risky investment businesswise. The question is that how ITIL can be capitalized in different kind of scenarios in the future.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-02-06T09:52:03Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-02-06T09:52:03Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "30", "language": "", "element": "format", "qualifier": "extent", "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": "ITIL", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202002062007", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatinty\u00f6", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Informaatioteknologia", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Information Technology", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_7a1f", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "restrictedAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "601", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "laatu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kehitt\u00e4minen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "liiketoiminta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "The author has not given permission to make the work publicly available electronically. Therefore the material can be read only at the archival workstation at Jyv\u00e4skyl\u00e4 University Library (https://kirjasto.jyu.fi/en/workspaces/facilities).", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Tekij\u00e4 ei ole antanut lupaa avoimeen julkaisuun, joten aineisto on luettavissa vain Jyv\u00e4skyl\u00e4n yliopiston kirjaston arkistoty\u00f6semalta. Ks. https://kirjasto.jyu.fi/fi/tyoskentelytilat/laitteet-ja-tilat..", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}]
id jyx.123456789_67761
language fin
last_indexed 2025-02-18T10:56:32Z
main_date 2020-01-01T00:00:00Z
main_date_str 2020
publishDate 2020
record_format qdc
source_str_mv jyx
spellingShingle Sorvali, Aleksi ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana ITIL Tietojärjestelmätiede Information Systems Science 601 asiakaspalvelu laatu kehittäminen liiketoiminta
title ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
title_full ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
title_fullStr ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
title_full_unstemmed ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
title_short ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
title_sort itil mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
title_txtP ITIL-mallin soveltaminen asiakaspalvelun laadun parantamisen mahdollistajana
topic ITIL Tietojärjestelmätiede Information Systems Science 601 asiakaspalvelu laatu kehittäminen liiketoiminta
topic_facet 601 ITIL Information Systems Science Tietojärjestelmätiede asiakaspalvelu kehittäminen laatu liiketoiminta
url https://jyx.jyu.fi/handle/123456789/67761 http://www.urn.fi/URN:NBN:fi:jyu-202002062007
work_keys_str_mv AT sorvalialeksi itilmallinsoveltaminenasiakaspalvelunlaadunparantamisenmahdollistajana