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[{"key": "dc.contributor.advisor", "value": "Marttiin, Pentti", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Tuomisto, Jakke", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-06-29T06:07:55Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-06-29T06:07:55Z", "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/123456789/82071", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "ITIL on maailman k\u00e4ytetyin IT-palveluhallinnan viitekehys, jonka uusin versio \njulkaistiin vuonna 2019. Uudessa versiossa asiakasarvo ja arvon yhteisluonti nostettiin merkitt\u00e4viksi IT-palveluhallintaan ohjaavaksi tekij\u00e4ksi viitekehyksess\u00e4. \nT\u00e4ss\u00e4 tutkimuksessa selvitettiin miten arvonluonti, ja erityisesti arvon yhteisluonti, n\u00e4kyy k\u00e4yt\u00e4nn\u00f6ss\u00e4 ja mink\u00e4laisia asiakkaan arvoa mittaavia mittareita on \notettu k\u00e4ytt\u00f6\u00f6n t\u00e4m\u00e4n monitoroimiseksi. Teoreettinen viitekehys rakentuu valloilla olevien arvon yhteisluonnin tutkimusten ymp\u00e4rille, jonka lis\u00e4ksi my\u00f6s ITIL \n4 -viitekehyst\u00e4 ja sen keskeisi\u00e4 komponentteja avataan lukijalla. Tutkimus toteutettiin teemahaastatteluilla kvalitatiivisena tutkimuksena. Asiakkaan kokema \narvo koettiin t\u00e4rke\u00e4ksi tekij\u00e4ksi IT-palveluhallinnan parissa, mutta se ei ollut kuitenkaan absoluuttisesti t\u00e4rkein IT-palveluhallintaa ohjaava tekij\u00e4. Asiakkaita \nosallistutettiin yhteisluontiin palvelusta riippuen vaihtelevilla tavoilla. Asiakkaan kokeman arvon m\u00e4\u00e4ritt\u00e4minen mitattavaksi suureeksi ja t\u00e4ten mittaamisen \nrakentaminen t\u00e4m\u00e4n ymp\u00e4rille koettiin yleisesti ottaen vaikeaksi.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "ITIL is the world's most widely used IT service management guiding framework, \nwhich the latest version was released in 2019. In the latest version, customer \nvalue and value creation were raised as important factors to guide ITSM in the \nframework following operations. This study examined how value creation, and \nin particular value co-creation, is reflected in practice, and what kind of metrics \nhave been established to monitor customer received value. The theoretical \nframework is built around the current value creation in services research, and in\naddition the ITIL 4 framework and its key components are opened for the reader\nas well. The research was carried out through semi-structured interviews as a \nqualitative study. The value experienced by the customer was perceived as an \nimportant factor in IT service management, but it was not however the most \nimportant factor to guide IT service management. Customers were involved in \nvalue co-creation by differing ways depending on the particular service.\nDetermining the value experienced by the customer as measurable quantity and \nthus constructing the measurement around it was generally considered as a \ndifficult task.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2022-06-29T06:07:55Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-06-29T06:07:55Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "79", "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": "eng", "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 4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ITSM", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "Value co-creation", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "value measurement", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Value co-creation in ITIL 4 -framework", "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-202206293674", "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": "arvonluonti", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "value creation", "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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