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[{"key": "dc.contributor.advisor", "value": "Marttiin, Pentti", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "J\u00e4rvinen, Riku", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2023-10-31T07:08:55Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2023-10-31T07:08:55Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2023", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/91110", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "IT-palveluiden k\u00e4ytt\u00e4minen liiketoimintaa tukeviin tarkoituksiin on yleistynyt viime vuosikymmenten aikana. T\u00e4m\u00e4 on luonut IT-palveluita tuottaville yrityksille tarpeen keskitty\u00e4 niiden huolelliseen hallinnointiin. H\u00e4iri\u00f6nhallintaa voidaan pit\u00e4\u00e4 er\u00e4\u00e4n\u00e4 IT-palvelunhallinnan keskeisimmist\u00e4 osa-alueista, sill\u00e4 sen tarkoituksena on ratkaista IT-palveluiden toimivuuteen vaikuttavia h\u00e4iri\u00f6tilanteita ja yll\u00e4pit\u00e4\u00e4 niiden tavanomaista toimintakuntoa. Nykyp\u00e4iv\u00e4n liiketoimintavaatimukset luovat edellytyksi\u00e4 IT-palveluiden jatkuvalle k\u00e4ytt\u00f6valmiudelle, mik\u00e4 on korostanut h\u00e4iri\u00f6nhallinnan t\u00e4rkeytt\u00e4 entisest\u00e4\u00e4n. Aiemman tutkimuksen mukaan kyseisten vaatimusten t\u00e4ytt\u00e4mist\u00e4 voidaan edist\u00e4\u00e4 data-analytiikan hy\u00f6dynt\u00e4misen avulla, sill\u00e4 se parantaa yritysten tietoisuutta h\u00e4iri\u00f6ist\u00e4 sek\u00e4 mahdollistaa h\u00e4iri\u00f6nhallinnan suoriutumisen tarkemman ja monipuolisemman seuraamisen. Ilmi\u00f6t\u00e4 ei ole kuitenkaan aikaisemmin tutkittu useamman yrityksen n\u00e4k\u00f6kulmasta, joten t\u00e4m\u00e4 pro gradu -tutkielma keskittyy tarkastelemaan \nsit\u00e4 Suomessa toimivia IT-palveluyrityksi\u00e4 edustavien henkil\u00f6iden kokemusten kautta. T\u00e4m\u00e4n n\u00e4k\u00f6kulman k\u00e4sittelemisen avulla pyrit\u00e4\u00e4n laajentamaan tietoisuutta data-analytiikan hy\u00f6dynt\u00e4misest\u00e4 ja sen vaikutuksista h\u00e4iri\u00f6nhallintaan sek\u00e4 tuottamaan IT-palveluyrityksille hy\u00f6dyllist\u00e4 tietoa ilmi\u00f6n nykytilasta ja siihen liittyvien toimintamallien kehitt\u00e4misen yhteydess\u00e4 huomioitavista tekij\u00f6ist\u00e4. Tutkielma koostuu kirjallisuuskatsauksesta sek\u00e4 empiirisest\u00e4 osuudesta, jossa seitsem\u00e4\u00e4 keskijohtotasoisissa teht\u00e4viss\u00e4 ty\u00f6skentelev\u00e4\u00e4 IT-palvelunhallinnan ammattilaista haastateltiin puolistrukturoidulla menetelm\u00e4ll\u00e4. Tutkimusaineisto analysoitiin teoriaohjaavan sis\u00e4ll\u00f6nanalyysin ja teemoittelun keinoin. Tutkielman tulokset osoittavat, ett\u00e4 data-analytiikan hy\u00f6dynt\u00e4misen koetaan tukevan h\u00e4iri\u00f6nhallinnan toiminnan ja suorituskykyisyyden parantamista. Tulokset toivat my\u00f6s esiin teorian ja k\u00e4yt\u00e4nn\u00f6n v\u00e4lisi\u00e4 eroja. Tutkitut yritykset ovat ottaneet k\u00e4ytt\u00f6\u00f6n p\u00e4\u00e4s\u00e4\u00e4nt\u00f6isesti menneisyyden ja nykyhetken vertailemiseen keskittyvi\u00e4 analytiikkamenetelmi\u00e4, kun taas kirjallisuudessa esiteltyjen ennustemenetelmien k\u00e4ytt\u00e4minen koetaan nykyhetkell\u00e4 haastavaksi organisatorisessa ja teknologisessa tuessa esiintyvien puutteiden vuoksi. Tutkimuksessa havaittiin my\u00f6s kirjallisuudessa esiintyneit\u00e4 havaintoja laajempi \nm\u00e4\u00e4r\u00e4 h\u00e4iri\u00f6nhallinnassa hy\u00f6dynnett\u00e4v\u00e4\u00e4n data-analytiikkaan liittyvi\u00e4 haasteita, jotka aiheutuvat erilaisista teknisist\u00e4 ja inhimillisist\u00e4 syist\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The use of IT services for supporting business operations has become increasingly common over the last decades. This has created a need for IT service provider companies to focus on the careful management of IT services. Incident management can be considered one of the key aspects of IT service management as it aims to resolve incidents that affect the operability of IT services and to maintain their normal functioning. The business requirements of today are creating needs for ensuring the continuous availability of IT services, which has \nfurther emphasized the importance of incident management. According to previous research, the utilization of data analytics can help companies to meet these requirements by improving their awareness of incidents and enabling incident management to be monitored in a more accurate and comprehensive way. However, the phenomenon has not been studied from a multi-company perspective before, so this master\u2019s thesis focuses on examining it through the experiences of persons who represent IT service companies operating in Finland. By addressing this perspective, the thesis aims to broaden the awareness of utilizing data analytics and its impacts on incident management as well as to provide IT service companies with useful information about the current state of \nthe phenomenon and the factors that should be considered when developing operating models that are related to it. The thesis consists of a literature review and empirical research in which seven IT service management professionals working in middle management positions were interviewed with a semi-structured method. The empirical data was analyzed by using theory-driven content analysis and thematic analysis. The results of the study indicate that the utilization of data analytics is perceived as a supporting factor for improving the operation and performance of incident management. Also, the results highlighted some differences between theory and practice. The studied companies have primarily implemented data analysis methods that focus on comparing \nthe past and the present whereas the use of forecasting methods presented in the literature is currently considered challenging due to the lack of organizational and technological support. The study also identified a wider range of challenges related to utilizing data analytics in incident management compared to the literature. These challenges are caused by a variety of technical and human factors.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2023-10-31T07:08:55Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2023-10-31T07:08:55Z (GMT). No. of bitstreams: 0\n Previous issue date: 2023", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "130", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": null, "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": "h\u00e4iri\u00f6nhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "data-analytiikka", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Data-analytiikan hy\u00f6dynt\u00e4minen ja sen aiheuttamat muutokset h\u00e4iri\u00f6nhallinnassa Suomessa toimivien IT-palveluyritysten n\u00e4k\u00f6kulmasta", "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-202310317132", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "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.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "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.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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