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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Suontausta, Samuel", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-06-06T07:08:15Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-06-06T07:08:15Z", "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/123456789/81479", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Yritykset ovat yh\u00e4 riippuvaisempia IT-palveluista vastatessaan ulkoisten asiakkaiden ja sis\u00e4isten k\u00e4ytt\u00e4jien asettamiin vaatimuksiin. T\u00e4m\u00e4 on seurausta informaatioteknologian nopeasta kehittymisest\u00e4, joka luo paineita my\u00f6s IT:n hallinnan kehitt\u00e4miselle, jotta se palvelisi liiketoiminnan tavoitteita parhaalla mahdollisella tavalla. T\u00e4t\u00e4 tarkoitusta varten organisaatiot tarvitsevat IT-\npalvelunhallintaa, joka vastaa IT-palveluiden tuottamisesta ja tukemisesta. IT-\npalveluiden tukemisen keski\u00f6ss\u00e4 on palvelupiste (service desk), joka tarjoaa sek\u00e4 ulkoisille asiakkaille, ett\u00e4 sis\u00e4isille k\u00e4ytt\u00e4jille keskitetyn yhteyspisteen. Kuten koko IT-palvelunhallinnan, my\u00f6s palvelupisteen ja palveluiden tuen tulee kehitt\u00e4\u00e4 toimintaansa, kun teknologia kehittyy ja uudenalaiset ketter\u00e4t toimintamallit, kuten DevOps saavat jalansijaa organisaatioissa. T\u00e4ss\u00e4 laadullisessa tutkimuksessa tavoitteena on tarkastella n\u00e4kemyksi\u00e4 kahden uuden palvelupisteen toimintatavan \u2013 shift-left ja swarming \u2013 tarpeellisuudesta palvelupiste toimintaymp\u00e4rist\u00f6\u00f6n ja niiss\u00e4 mahdollisesti esiintyvist\u00e4 haasteista. Tutkimus on toteutettu hy\u00f6dynt\u00e4m\u00e4ll\u00e4 puolistrukturoitua teemahaastattelua. Tutkimuksessa haastatellaan kuutta IT-palvelunhallinnasta ja palvelupiste toimintaymp\u00e4rist\u00f6st\u00e4 kokemusta omaavaa asiantuntijaa. Tutkimuksessa esiin nousseita tuloksia verrataan my\u00f6s kirjallisuuskatsauksessa esiin nousseisiin havaintoihin. Tutkimuksen tuloksista nousi esiin, ett\u00e4 shift-left-l\u00e4hestymistapa n\u00e4hd\u00e4\u00e4n tarpeellisena palvelupisteen toiminnan kehitt\u00e4miselle, mutta sen hy\u00f6dynt\u00e4misess\u00e4 haasteena on oikean tasapainon l\u00f6yt\u00e4minen. Tasapaino tulee l\u00f6yt\u00e4\u00e4 sek\u00e4 siin\u00e4, miss\u00e4 m\u00e4\u00e4rin ratkaisuastetta voidaan siirt\u00e4\u00e4 kohti asiakasrajapintaa, ett\u00e4 millaisia asioita voidaan tarjota itsepalveluna. Swarming-mallin tarpeellisuus ja hy\u00f6dyllisyys n\u00e4htiin puolestaan hyvin organisaatiokohtaisena. Varsinkin suurempiin toimintaymp\u00e4rist\u00f6ihin swarming koettiin hyvin radikaaliksi muutokseksi toiminnalle, joten sille ehdotettiin hybridimalleja, joissa sen ominaispiirteit\u00e4 otetaan osittain k\u00e4ytt\u00f6\u00f6n ITIL-viitekehyksen esitt\u00e4m\u00e4n kerroksisen tukimallin kanssa. Tulosten perusteella voidaan todeta, ett\u00e4 toiminnan kehitt\u00e4miselle n\u00e4hd\u00e4\u00e4n tarvetta ja siin\u00e4 keskeist\u00e4 on tiedon jakaminen ja yhteisty\u00f6, jotka yhdist\u00e4v\u00e4t kumpaakin tutkimuksen kohteena ollutta toimintatapaa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Companies are increasingly dependent on IT services to meet the demands of\nexternal customers and internal users. This is a result of the rapid development\nof information technology, which also increases the pressure on developing IT\nmanagement to best serve business objects. For this purpose, organizations need IT service management, which is responsible for providing and support-\ning IT services. At the heart of supporting IT services is a service desk that pro-\nvides a single point of contact for both external customers and internal users.\nLike whole IT service management, service desk and service support need to\ndevelop their activities as technology evolves and new agile operating models\nsuch as DevOps gain a foothold in organizations. This qualitative study is aim-\ning to examine the views on the need for two new service desk approaches \u2013\nshift-left and swarming \u2013 in the service desk environment and the potential\nchallenges they may face. The study is conducted using a semi-structured the-\nmatic interview. In this study, six experts who all have experience in IT service\nmanagement and service desk environment are interviewed. The results of the\nstudy are also compared with the findings of the literature review. The results\nof the study suggest that the shift-left approach is seen as useful for the devel-\nopment of the service desk capabilities, but the challenge in utilizing it is to find\nthe right balance. There must be a balance in moving the solutions toward the\ncustomer interface and also in what kind of solutions can be offered as self-\nservice. The usefulness of the swarming model, in turn, was seen as a very or-\nganization-specific solution. Especially in larger environments, swarming was\nperceived as a very radical change in activities, and for that reason, interview-\nees suggested a hybrid model of swarming in which its characteristics are par-\ntially introduced alongside the tiered support model presented in ITIL. Based\non the results, it can be stated that there is a need for the development of activities, and the key elements for development are sharing of information and co-operation. These two elements also combine the two approaches investigated in this study.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2022-06-06T07:08:15Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-06-06T07:08:15Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "61", "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": "ITIL", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "shift-left", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "swarming", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Palvelupiste toimintaymp\u00e4rist\u00f6n uudet toimintatavat : shift-left & swarming", "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-202206063096", "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": "palvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "palvelupisteet", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "tietotekniikka", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "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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