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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Etkalo, Anna", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-06-21T08:56:21Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-06-21T08:56:21Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/76739", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Informaatioteknologia toimii yh\u00e4 vahvemmin osana liiketoimintaa, jolloin IT-palvelunhallinnan rooli nousee entist\u00e4kin merkitt\u00e4v\u00e4mm\u00e4ksi. ITIL-viitekehys (Information Technology Infrastructure Library) on kokoelma par-haita k\u00e4yt\u00e4nt\u00f6j\u00e4 IT-palveluiden hallintaan. ITIL:n oikeiden prosessien ja k\u00e4yt\u00e4nt\u00f6jen valinta sek\u00e4 hy\u00f6dynt\u00e4minen j\u00e4\u00e4 kuitenkin organisaation teht\u00e4v\u00e4ksi. T\u00e4m\u00e4 pro gradu -tutkielma on laadullinen tapaustutkimus ja siin\u00e4 keskityt\u00e4\u00e4n ITIL-viitekehyksen h\u00e4iri\u00f6nhallintaan (Incident Management) sek\u00e4 my\u00f6s sit\u00e4 tukevaan ISO 9001 -standardiin. Kohdeorganisaatio on ISO 9001 -sertifioitu eli yrityksen laadunhallinta toteutetaan n\u00e4iden standardivaatimusten mukaisesti. Standardi toimii yritykselle alustana toimintojen ja prosessien suunnittelussa. Tutkimuksen tavoitteena oli selvitt\u00e4\u00e4, miten asiakkaan n\u00e4k\u00f6kulmasta ITIL-h\u00e4iri\u00f6nhallinnan k\u00e4yt\u00e4nn\u00f6t tukevat laadukasta palvelunhallintaa kohdeorganisaatiossa nyt ja miten niit\u00e4 voitaisiin hy\u00f6dynt\u00e4\u00e4 enemm\u00e4n tulevaisuudessa. Tutkimus koostuu empiirisest\u00e4 tutkimuksesta ja kirjallisuuskatsauksesta. Empiirinen tutkimusaineisto on ker\u00e4tty kahdeksan teemahaastattelun kautta ja tutkimustuloksia vertailtiin my\u00f6s kirjallisuuskatsauksessa esiteltyyn teoriaan. Tutkimustuloksista selvi\u00e4v\u00e4t ITIL-h\u00e4iri\u00f6nhallinnan k\u00e4yt\u00e4nt\u00f6jen hy\u00f6dyt, jotka tukevat kohdeorganisaation palvelunhallintaa. Hy\u00f6dyiksi tunnistettiin tehokkuus ja s\u00e4\u00e4nn\u00f6nmukaisuus, prosessin korkea luotettavuus, parempi kommunikointi yhteisen kielen avulla, h\u00e4iri\u00f6nhallinnan prosessin ja sen sis\u00e4ll\u00e4 olevien roolien selkeytt\u00e4minen sek\u00e4 l\u00e4pin\u00e4kyv\u00e4 viestint\u00e4. Tutkimustuloksista esille nousseet hy\u00f6dyt ovat linjassa my\u00f6s aiempien tutkimusten kanssa. ITIL-h\u00e4iri\u00f6nhallinnan k\u00e4yt\u00e4nn\u00f6t tukevat asiakkaan n\u00e4k\u00f6kulmasta laadukasta palvelunhallintaa kohdeorganisaatiossa, kun niit\u00e4 k\u00e4yt\u00e4nt\u00f6j\u00e4 k\u00e4ytet\u00e4\u00e4n ja noudatetaan. My\u00f6s laadunhallintaj\u00e4rjestelm\u00e4 tukee prosesseja ja sit\u00e4 kautta ITIL-h\u00e4iri\u00f6nhallinnan k\u00e4yt\u00e4nt\u00f6j\u00e4, jotka puolestaan toimivat tukena kohdeorganisaation laadukkaalle palvelunhallinnalle. ITIL-h\u00e4iri\u00f6nhallinnan k\u00e4yt\u00e4nt\u00f6jen parempi hy\u00f6dynt\u00e4minen edellytt\u00e4\u00e4 kohdeorganisaatiolta my\u00f6s aiempaa suurempaa panostusta henkil\u00f6st\u00f6n ITIL-kouluttamiseen ja prosessin onnistuvuuden mittaamiseen sek\u00e4 entist\u00e4 vahvempaa paneutumista asiakaspalautteisiin. My\u00f6s h\u00e4iri\u00f6tiedottamista ja siihen k\u00e4ytett\u00e4vi\u00e4 j\u00e4rjestelmi\u00e4 tulisi kohdeorganisaatiossa kehitt\u00e4\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Information technology is more widely used as part of a business, making the role of IT service management even more important. Information Technology Infrastructure Library (ITIL) is a set of the best practices for managing IT services. However, the selection and utilization of appropriate ITIL processes and practices remains the responsibility of the organization. This master's thesis is a qualitative case study, which focuses on the ITIL incident management and also on the ISO 9001 standard which supports it. The organization under study is ISO 9001 certified, i.e. the company's quality management is implemented in accordance with these standard requirements. The standard serves as a platform for the company in the design of operations and processes. The aim of the research was to find out, how ITIL incident management practices support high-quality service management, from the customer\u2019s perspective, in the case organization at present and how they could be utilized better in the future. The study consists of an empirical research and a literature review. The empirical research material has been collected from eight theme-centered interviews. The research results were also compared with the theory presented in the literature review. The research results reveal the benefits of ITIL incident management practices that support the case organization\u2019s service management. Efficiency and regularity, high reliability of process, better communication through a common language, clarification of the incident management process and the roles within it, as well as transparent communication were identified as benefits. The benefits that emerged from the research results are also in line with the previous studies. ITIL incident management practices support high-quality service management in the case organization from the customer\u2019s perspective, when those practices are used and followed. The quality management system also supports the processes and thus the ITIL incident management practices, which in turn support the high-quality service management in the case organization. In order to better utilize the ITIL incident management practices, the case organization needs to invest more in ITIL training and measuring the success of the process, as well as focus more on customer feedback. The case organization should also develop incident reporting and the systems used for it.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-06-21T08:56:21Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-06-21T08:56:21Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "104", "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": "ITIL 4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "h\u00e4iri\u00f6nhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ISO 9001", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelunhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "ITIL-viitekehyksen h\u00e4iri\u00f6nhallinta palvelun laadun tukena : tapaustutkimus IT-palveluorganisaatiossa", "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-202106213932", "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.collaborator", "value": "business", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "Ty\u00f6aikaa k\u00e4ytt\u00e4m\u00e4ll\u00e4", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "business", "language": "", "element": "contractresearch", "qualifier": "initiative", "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": "restrictedAccess", "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": "tapaustutkimus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "organisaatiot", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "prosessit", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "yritykset", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "palvelut", "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": "hallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "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.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/collections/archival-workstation).", "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/kokoelmat/arkistotyoasema..", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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