| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Pekkola, Jyri", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Rautiainen, Katri", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2024-05-15T10:22:56Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2024-05-15T10:22:56Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2024", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/94871", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Teko\u00e4lyn k\u00e4ytt\u00f6 on ollut esill\u00e4 viime vuosina hyvin paljon, ja t\u00e4ll\u00e4 hetkell\u00e4 useissa yrityksiss\u00e4 pohditaan, miten teko\u00e4ly\u00e4 voitaisiin hy\u00f6dynt\u00e4\u00e4 juuri heid\u00e4n yrityksess\u00e4\u00e4n. Ohjelmistojen tarjoajat tuottavat tukea ohjelmiston k\u00e4ytt\u00e4jille k\u00e4ytt\u00f6tukena, jonka kautta asiakkaita avustetaan ohjelmiston k\u00e4ytt\u00e4miseen liittyviss\u00e4 asioissa. Asiakaspalvelussa hy\u00f6dynnet\u00e4\u00e4n tikettij\u00e4rjestelm\u00e4\u00e4, joka auttaa asiakkailta tulevien pyynt\u00f6jen hallinnoinnissa. T\u00e4m\u00e4n pro gradu -tutkimuksen tarkoituksena on selvitt\u00e4\u00e4, mink\u00e4laisia teko\u00e4lyn k\u00e4ytt\u00f6mahdollisuuksia k\u00e4ytt\u00f6tuessa on, kun asiakkailta tulevia pyynt\u00f6j\u00e4 ratkaistaan tikettij\u00e4rjestelm\u00e4n avulla. Tutkimus toteutetaan kvalitatiivisena tapaustutkimuksena, jonka tarkoituksena on tutkia tietty\u00e4 tapausta ja ymm\u00e4rt\u00e4\u00e4 mit\u00e4 siin\u00e4 tapahtuu. Kvalitatiivisen tutkimuksen t\u00e4rkein aineiston keruutapa ovat haastattelut, joita t\u00e4ss\u00e4 tutkimuksessa k\u00e4ytet\u00e4\u00e4n toimeksiantajan nykyisen tikettien k\u00e4sittelytavan selvitt\u00e4misess\u00e4. Haastateltavat ovat toimeksiantajan kahden tukiyksik\u00f6n ty\u00f6ntekij\u00f6it\u00e4, ja haastattelujen avulla saatu aineisto analysoidaan prosessianalyysin\u00e4, jonka tuloksena voidaan kuvata tikettien nykyinen hoitotapa sek\u00e4 sanallisesti, ett\u00e4 kaavioina. Empiirisen aineiston perusteella luoduista kaavioista l\u00f6ytyi useita kohtia, joissa teko\u00e4ly\u00e4 on mahdollista hy\u00f6dynt\u00e4\u00e4. Sellaisia teht\u00e4vi\u00e4, joita ty\u00f6ntekij\u00e4t tekev\u00e4t jokaista tiketti\u00e4 k\u00e4sitelless\u00e4\u00e4n, voidaan v\u00e4hent\u00e4\u00e4 ja helpottaa teko\u00e4lyn avulla. Tikettien ratkaisemisessa teko\u00e4ly\u00e4 voidaan hy\u00f6dynt\u00e4\u00e4 niin, ett\u00e4 eri kohteissa sijaitseva ohjeistukset l\u00f6ydet\u00e4\u00e4n helpommin ja t\u00e4m\u00e4n my\u00f6t\u00e4 tikettien ratkaisuaikaa saadaan nopeutettua. Tiketit, jotka toistuvat aina samanlaisina ja vastaus n\u00e4ihin on aina samanlainen, voidaan j\u00e4tt\u00e4\u00e4 kokonaan teko\u00e4lyn hoidettavaksi. Tutkimuksen perusteella voidaan p\u00e4\u00e4tell\u00e4, ett\u00e4 teko\u00e4lyn hy\u00f6dynt\u00e4misen avulla on mahdollista alentaa tikettien k\u00e4sittelyyn k\u00e4ytett\u00e4v\u00e4\u00e4 aikaa, optimoida ty\u00f6ntekij\u00f6iden ajank\u00e4ytt\u00f6\u00e4 enemm\u00e4n asiantuntemusta vaativiin tiketteihin, sek\u00e4 n\u00e4iden kautta parantaa asiakaspalvelua.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2024-05-15T10:22:56Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2024-05-15T10:22:56Z (GMT). No. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "66", "language": null, "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": "CC BY-NC-ND 4.0", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "Teko\u00e4lyn hy\u00f6dynt\u00e4minen ohjelmiston k\u00e4ytt\u00f6tuessa", "language": null, "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-202405153638", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"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.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://creativecommons.org/licenses/by-nc-nd/4.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
|