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[{"key": "dc.contributor.advisor", "value": "Marttiin, Pentti", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Holma, Linda", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2023-11-28T07:39:58Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2023-11-28T07:39:58Z", "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/123456789/92109", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Palvelutiski toimii IT-palveluorganisaatioissa keskitettyn\u00e4 yhteydenottopisteen\u00e4 asiakkaiden ja organisaation v\u00e4lill\u00e4, hallinnoi palvelupyynt\u00f6j\u00e4, selvitt\u00e4\u00e4 vikatilanteita sek\u00e4 v\u00e4litt\u00e4\u00e4 tapahtumia eteenp\u00e4in selvitett\u00e4v\u00e4ksi. T\u00e4m\u00e4n tutkimuksen kohteena oli Pinja Group Oy:n palvelutiskiyksikk\u00f6. Organisaation viime vuosien nopea kasvu on luonut yksik\u00f6lle painetta kehitt\u00e4\u00e4 toiminnan laatua hallitusti, mink\u00e4 my\u00f6t\u00e4 tunnistettiin tarve kehitt\u00e4\u00e4 ja yhten\u00e4ist\u00e4\u00e4 yksik\u00f6n mittaamista. Tutkimuksen tavoitteena oli selvitt\u00e4\u00e4, mit\u00e4 palvelutiskill\u00e4 kannattaa mitata ja miksi, sek\u00e4 luoda yksik\u00f6lle mittaamisen malli, joka tukee yksik\u00f6n sis\u00e4ist\u00e4 kehitt\u00e4mist\u00e4 ja auttaa parantamaan raportoinnin laatua. Tutkielma toteutettiin suunnittelutieteellisell\u00e4 tutkimusmenetelm\u00e4ll\u00e4, koska tavoitteena oli luoda uusi ratkaisu tunnettuun tarpeeseen. Teoreettinen tausta rakentuu laatujohtamisen, palvelun laadun ja IT-palvelunhallinnan teemoista sek\u00e4 n\u00e4ihin liittyv\u00e4st\u00e4 mittaamisesta. Ratkaisu luotiin teorian, kahden haastattelukierroksen, yhteyshenkil\u00f6n kanssa k\u00e4ytyjen keskustelujen sek\u00e4 organisaation sis\u00e4isen dokumentaation pohjalta. Ty\u00f6ss\u00e4 tunnistettiin nelj\u00e4 palvelutiskin palvelun laadun osatekij\u00e4\u00e4; asiakaskeskeisyys, tehokkuus, henkil\u00f6st\u00f6 ja jatkuva kehittyminen. Osatekij\u00f6iden alle liitettiin niihin liittyvi\u00e4 mittaamisen osa-alueita, joiden alle ryhmiteltiin mittareita. Varsinainen suunnitteluartefakti koostuu kolmesta osasta. Tasapainotettu tuloskortti sis\u00e4lt\u00e4\u00e4 nelj\u00e4 n\u00e4k\u00f6kulmaa; taloudellinen, asiakasn\u00e4k\u00f6kulma, sis\u00e4isen toiminnan n\u00e4k\u00f6kulma ja innovaation ja oppimisen n\u00e4k\u00f6kulma. Kunkin n\u00e4k\u00f6kulman alle sijoitettiin laadun nelj\u00e4 osatekij\u00e4\u00e4, joista jokaiseen liitettiin tavoite ja 1\u20133 tavoitetta tukevaa tunnistettua mittaria. Toinen osa on mittaamisen keskeiset periaatteet, joiden avulla pyrit\u00e4\u00e4n vastaamaan tunnistettuihin riskeihin ja varmistamaan mallin k\u00e4ytt\u00f6kelpoisuus my\u00f6s tulevaisuudessa. Kolmas osa on palvelutiskin tasapainotettu tuloskortti, joka antaa yhden kokoavan mittaustuloksen valikoitujen mittarien ja painotusten avulla. Arviointihaastattelujen mukaan artefakti saavutti tavoitteet, ja se antaa hyv\u00e4n pohjan yksik\u00f6n mittaamisen kehitysty\u00f6lle. Haastateltavat n\u00e4kiv\u00e4t, ett\u00e4 artefakti voi tuoda muutoksia heid\u00e4n ty\u00f6h\u00f6ns\u00e4 ja yksikk\u00f6\u00f6ns\u00e4. Yhteyshenkil\u00f6 esimerkiksi arvioi ty\u00f6n muuttavan tapaa, jolla yksikk\u00f6 raportoi konsernille. Ty\u00f6lle n\u00e4htiin hy\u00f6dynt\u00e4mismahdollisuuksia my\u00f6s muissa yksik\u00f6iss\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Service desk functions as the single point of contact between customer and organization in IT-organizations. It manages service requests, handles incidents, and escalates issues for further investigation when needed. The target of this study is the Service Desk unit in Pinja Group Oy. Fast growth of the organization has created pressure to develop the quality of operations in a controlled manner and highlighted the need to improve and unify the measuring practices inside the unit. The goal of the study is to determine what should a service desk measure and why, and to design a model for measuring, that support the development of the unit and helps to improve the quality of reporting. The study was conducted with design research method since the goal was to create a new solution to a known problem. Theoretical background consists of quality management, service quality, IT Service Management and measuring related to these topics. The artefact was designed using theory, two rounds of interviews, discussions with the contact person from target organization and internal documentation of the organization. Four areas of service quality of service desk were identified: customer focus, performance, personnel, and continuous improvement. Under each area we connected areas of measurement, under which we grouped the metrics. The design artifact itself consists of three parts. Balanced Scorecard includes four perspectives: Financial, Customer, Internal Business, and Innovation and Learning. Each perspective contains the four areas of service quality, and each of them is linked to appropriate goal and 1-3 metrics to support achieving the goal. The second part is General Principles of Measuring for the unit, that aim to negate identified risks and ensure that the artefact is usable in the future as well. Third part is Service Desk Balanced Scorecard, which provides a single score based on selected metrics and emphasis on those metrics. According to evaluations the artefact achieved the goals and creates a solid base for measuring in the unit. The interviewees agreed that the artefact can cause changes in their work or their unit. For example, the contact person thought that it might change the way the unit reports to the corporation. The potential to utilize the artefact in other units was also recognized.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2023-11-28T07:39:58Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2023-11-28T07:39:58Z (GMT). No. of bitstreams: 0\n Previous issue date: 2023", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "87", "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": "palvelutiski", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "IT-palvelunhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "IT-palveluorganisaation mittaamisen mallin kehitt\u00e4minen : suunnittelutieteellinen tutkimus", "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-202311288117", "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.subject.yso", "value": "mittaus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "laatujohtaminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kehitt\u00e4minen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "mittarit (mittaus)", "language": null, "element": "subject", "qualifier": "yso", "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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