| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Marttiin, Pentti", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "R\u00f6nkk\u00f6, Jenni", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-02-07T10:29:34Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-02-07T10:29:34Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2022", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/79656", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkielman tarkoituksena oli tutkia sidosryhmien v\u00e4list\u00e4 viestint\u00e4\u00e4 IT-palveluiden hallinnassa hy\u00f6dynnett\u00e4viss\u00e4 ITIL-mallin mukaisissa h\u00e4iri\u00f6n- ja muutoksenhallintaprosesseissa. ITIL-viitekehys on IT-alan palvelunhallinnan malli, joka koostuu IT-palvelunhallinnan parhaista k\u00e4yt\u00e4nteist\u00e4 ja sit\u00e4 voidaan hy\u00f6dynt\u00e4\u00e4 muun muassa h\u00e4iri\u00f6iden ja muutosten prosessien tuottamisen ja hallinnan apuna. Erilaisten palveluprosessien hy\u00f6dynt\u00e4minen on IT-palveluiden hallinnassa yleist\u00e4 ja my\u00f6skin perusteltua, jotta IT-palvelun osapuolilla on tiedossaan selke\u00e4sti kuinka toimia esimerkiksi h\u00e4iri\u00f6n ilmentyess\u00e4. N\u00e4in varmistetaan, ett\u00e4 palvelun tuottaminen on hallittua ja sujuvaa. Prosessien hy\u00f6dynt\u00e4misell\u00e4 on vaikutuksensa my\u00f6s yrityksen kilpailukykyyn ja tehokkuuteen sek\u00e4 asiakastyytyv\u00e4isyyteen. Pelk\u00e4st\u00e4\u00e4n prosessien k\u00e4ytt\u00f6 toimii jo itsess\u00e4\u00e4n hyv\u00e4n\u00e4 ohjenuorana viestinn\u00e4n toteuttamiselle IT-palveluiden tuottamisessa. Kaiken kaikkiaan prosessin sujuvuuteen ja asiakkaiden tyytyv\u00e4isyyteen vaikuttaa viestint\u00e4, kuten sen tehokkuus ja viestint\u00e4v\u00e4lineiden soveltuvuus. Viestinn\u00e4n sujuvuus sidosryhmien v\u00e4lill\u00e4 ei ole itsest\u00e4\u00e4nselvyys vaan siihen on kiinnitett\u00e4v\u00e4 erityist\u00e4 huomiota. Palveluprosesseissa on eri sidosryhmi\u00e4 osallisena riippuen organisaatiosta ja palvelusta. Tyypillist\u00e4 kuitenkin on, ett\u00e4 palveluprosessien viestinn\u00e4ss\u00e4 on osallisina esimerkiksi asiakas, palvelupiste sek\u00e4 henkil\u00f6t, jotka k\u00e4yt\u00e4nn\u00f6ss\u00e4 ratkaisevat h\u00e4iri\u00f6t ja toteuttavat muutokset, jos niit\u00e4 ei ole mahdollista suorittaa palvelupisteen toimesta. T\u00e4ss\u00e4 tutkielmassa sidosryhmill\u00e4 tarkoitetaan asiakasta, palvelupistett\u00e4 sek\u00e4 j\u00e4rjestelm\u00e4kehitt\u00e4ji\u00e4. N\u00e4ist\u00e4 palvelupiste toimiikin keskeisess\u00e4 roolissa viestiess\u00e4\u00e4n prosessien aikana sek\u00e4 k\u00e4ytt\u00e4jille, kuten asiakkaille, ett\u00e4 my\u00f6s muille sidosryhmille. Tutkimus toteutettiin kirjallisuuskatsauksena sek\u00e4 empiirisen\u00e4 tapaustutkimuksena haastatellen palvelupisteen henkil\u00f6it\u00e4, j\u00e4rjestelm\u00e4kehitt\u00e4ji\u00e4 sek\u00e4 asiakkaita. Tulokset vahvistivat aiempia tutkimuksia ja n\u00e4in ollen haasteita viestinn\u00e4lle luovat muun muassa k\u00e4ytett\u00e4v\u00e4t viestint\u00e4v\u00e4lineet, eri \u00e4idinkieli sek\u00e4 tapausten kuvaaminen riitt\u00e4v\u00e4ll\u00e4 tasolla. Tuloksien perusteella puolestaan viestinn\u00e4n onnistumisen kannalta erityisen t\u00e4rke\u00e4\u00e4 on jatkuva ja ajankohtainen viestint\u00e4 koko prosessin ajan, suullinen viestint\u00e4 sek\u00e4 yhteisen ymm\u00e4rryksen saavuttaminen eri tapoja ja v\u00e4lineit\u00e4 hy\u00f6dynt\u00e4en.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The purpose of this thesis was to investigate the communication between stakeholders in the ITIL-based incident management process and in the change management process, which are used in IT service management. ITIL framework is a service management model of IT-field, which consists of the best practices of IT service management. It can be utilized to help produce and manage the processes of incidents and changes. Utilizing different service processes in IT service management is common, and it also ensures that the parties of the IT-service have a clear understanding of how to act, for example, when an incident occurs. This ensures that the delivery of the service is flowing and controlled. Utilizing the processes has also an impact on a company's competitiveness, efficiency and customer satisfaction. The processes alone serve as a good guideline for communication in the production of IT services. Overall, the smoothness of the process and customer satisfaction are affected by communication, its efficiency and the suitability of the communication tools. The flowing communication between stakeholders is not obvious, but special attention must be paid to it. Different stakeholders are involved in service processes depending on organization and service. However, it is typical that the customer, service desk and the specific persons, who resolve incidents and implement the changes in practice \u2013 if they are not possible to be carried out by a service desk \u2013 are involved in the communication of service processes. In this thesis, the stakeholders mean customers, service desk and system developers. From these, the service desk plays a key role in communicating with the users, such as customers and other stakeholders, during the processes. This study was conducted as a literature review and an empirical case study by interviewing people at the service desk, system developers and customers. The results confirm previous studies and under the circumstances, challenges for the communication are created by the communication tools used, variety of native languages and case descriptions at an adequate level. Based on the results, in turn, for the success of communication, continuous and timely communication throughout the process, oral communication and achieving the common understanding by utilizing different ways and communication tools are particularly important.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2022-02-07T10:29:34Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-02-07T10:29:34Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "82", "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": "IT-palvelunhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "Information Technology Infrastructure Library", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "h\u00e4iri\u00f6nhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Sidosryhmien v\u00e4linen viestint\u00e4 h\u00e4iri\u00f6n- ja muutostenhallinnan prosesseissa : tapaustutkimus", "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-202202071411", "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": "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": "muutoksenhallinta", "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": "viestint\u00e4", "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"}]
|