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[{"key": "dc.contributor.advisor", "value": "Siponen, Mikko", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Kinnunen, Mari", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-06-04T11:52:51Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-06-04T11:52:51Z", "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/123456789/69721", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Hy\u00f6dynn\u00e4mme tietoj\u00e4rjestelmi\u00e4 laaja-alaisesti niin ty\u00f6ss\u00e4 kuin vapaa-ajallamme. Tietoj\u00e4rjestelmien merkityksen kasvaessa niiden kohtaamat suunnittelemattomat palvelukatkot muodostuvat entist\u00e4 h\u00e4iritsev\u00e4mmiksi tekij\u00f6iksi. Palvelukatkojen esiintymisen syyt toimivat t\u00e4m\u00e4n tutkielman motivaationa, se keskittyy tutkimaan mitk\u00e4 tekij\u00e4t aiheuttavat palvelukatkoja t\u00e4m\u00e4n p\u00e4iv\u00e4n tietoj\u00e4rjestelmiss\u00e4. T\u00e4ss\u00e4 tutkielmassa peilataan my\u00f6s palveluiden hallintaan ja kehitt\u00e4miseen tarjolla olevia eri viitekehyksi\u00e4, jotka kuvaavat alan parhaita k\u00e4yt\u00e4nt\u00f6j\u00e4 erilaisten yleisten tarpeiden t\u00e4ytt\u00e4miseksi. \nTutkimus on toteutettu kvalitatiivisilla menetelmill\u00e4. Teoriaosuus on t\u00e4ss\u00e4 keskittynyt kartoittamaan aikaisempia tieteellisi\u00e4 tutkimuksia IT-palveluiden hallinasta, tietoj\u00e4rjestelmien laadusta ja suunnittelemattomista palvelukatkoista. Empiirinen osuus toteutettiin ker\u00e4\u00e4m\u00e4ll\u00e4 arkistoitua aineistoa usealta eri organisaatiolta, johon oli dokumentoitu todellisia tietoj\u00e4rjestelmien tuotantoymp\u00e4rist\u00f6iss\u00e4 kohdattuja palvelukatkoja.\nTutkimustulokset viitaavat tiettyihin puutteisiin sek\u00e4 tietoj\u00e4rjestelmien palvelutuotannossa, ett\u00e4 n\u00e4iden pohjalla olevassa infrastruktuurissa. Er\u00e4\u00e4t yleiset virhetilanteet selittiv\u00e4t valtaosan havaituista palvelukatkoista, etenkin n\u00e4iden juurisyit\u00e4 korjaamalla voidaan mahdollisesti saavuttaa helppoja voittoja palvelutuotannon laadun parantamisessa. Tietoj\u00e4rjestelm\u00e4n palvelutuotannon kokonaisvaltaiseen laatuun vaikuttaa joka tapauksessa useita tekij\u00f6it\u00e4, joissa voidaan havaita kehitt\u00e4miskohteita j\u00e4rjestelm\u00e4n saatavuuden takaamiseksi.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "We use information systems both at work and in our free time extensively. As the importance of information systems grows, unplanned service outages become even more disruptive. This study is focused on examining the causes of unplanned downtime. It also reflects on the different frameworks available for service management and systems development, which describe best practices to meet different general needs. \nThe research has been carried out by using qualitative methods. The theoretical part here has focused on mapping previous scientific studies about the management of IT services, the quality of information systems, and unplanned service outages. The empirical part of the study was carried out by collecting archival records from several different organizations which document actual service interruptions that were encountered in the production environments of different information systems.\nThe research results point to certain shortcomings both in the service production of information systems and in the underlying infrastructure. Certain outage causes explained the majority of the observed service outages. By improving the quality of these causes, an organization can potentially achieve easy wins in terms of service quality. Either way, the overall quality of the service production of an information system is affected by a number of factors, where different areas for improvement can be identified to ensure the availability of the system.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-06-04T11:52:51Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-06-04T11:52:51Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "87", "language": "", "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": "ITIL", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelukatkot", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palveluiden hallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "j\u00e4rjestelm\u00e4kehitys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelun laatu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "IT-palvelutuotannon h\u00e4iri\u00f6iden aiheuttajat ja palvelun laadun kehitt\u00e4minen", "language": "", "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-202006043977", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "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_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "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": "tietoj\u00e4rjestelm\u00e4t", "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": "virhetilanteet", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "palvelutuotanto", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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