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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Jalakas, Elisa", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2024-06-24T11:22:01Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2024-06-24T11:22:01Z", "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/123456789/96124", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Itsepalvelun suosio vaihtoehtoisena tuki- ja yhteydenottokanavana palvelupisteess\u00e4 on kasvanut. Organisaatioiden ollessa yh\u00e4 riippuvaisempia teknologiasta ja painopisteen siirtyess\u00e4 IT:n hallinnasta kohti IT-palvelunhallintaa, on palvelupisteell\u00e4 keskeinen rooli palveluiden saumattoman toiminnan sek\u00e4 sujuvuuden varmistamiseksi. Itsepalvelun odotetaankin kehitt\u00e4v\u00e4n sek\u00e4 tehostavan palvelupisteen toimintaa tuoden mukanaan my\u00f6s s\u00e4\u00e4st\u00f6j\u00e4, kun IT-asiantuntijat voivat rutiininomaisten IT-ongelmien sijaan keskitty\u00e4 vaativimpiin teht\u00e4viin. Vaikka yh\u00e4 suurempi osa organisaatioista implementoi itsepalvelukanavia k\u00e4ytt\u00f6\u00f6ns\u00e4, on sen jalkauttaminen osaksi yleist\u00e4 toimintaa osoittautunut haasteelliseksi. Ty\u00f6ntekij\u00e4t ovat edelleen kiinnostuneempia k\u00e4\u00e4ntym\u00e4\u00e4n perinteisten ja ep\u00e4virallisten tukipalvelukanavien puoleen t\u00f6rm\u00e4tess\u00e4\u00e4n tekniseen ongelmaan ty\u00f6ymp\u00e4rist\u00f6ss\u00e4. T\u00e4h\u00e4n menness\u00e4 kirjallisuudessa on l\u00e4hinn\u00e4 keskitytty itsepalveluteknologian tutkimiseen kuluttajaymp\u00e4rist\u00f6ss\u00e4. Itsepalvelua organisaation sis\u00e4isen\u00e4 ilmi\u00f6n\u00e4 tarkasteleva tutkimus ei siten tarjoa riitt\u00e4v\u00e4sti tietoa, joka tukisi organisaatioita menestyksekk\u00e4iden itsepalvelukanavien kehitt\u00e4misess\u00e4. T\u00e4m\u00e4n laadullisen tapaustutkimuksen tavoitteena on saavuttaa syv\u00e4llisempi ymm\u00e4rrys tekij\u00f6ist\u00e4, jotka vaikuttavat ty\u00f6ntekij\u00f6iden itsepalveluun sitoutumiseen. Tarkastelemalla sek\u00e4 johtavien asiantuntijoiden ett\u00e4 ty\u00f6ntekij\u00f6iden kokemuksia itsepalvelun ajureita ja vaikutuksia kuvaavan teorian kautta, pyrkimyksen\u00e4 on laajentaa tiet\u00e4myst\u00e4 itsepalvelusta palvelupisteen kontekstissa tapahtuvana ilmi\u00f6n\u00e4. Tulokset paljastavat itsepalvelun moniulotteisen luonteen, johon vaikuttavat sek\u00e4 k\u00e4ytt\u00e4jist\u00e4, organisaatioista ett\u00e4 itsepalvelun ominaisuuksista l\u00e4ht\u00f6isin olevat tekij\u00e4t. Havaintojen pohjalta johdettiin itsepalvelun edellytyksiin sek\u00e4 sen edist\u00e4miseen liittyvi\u00e4 keinoja. Tutkimus osittaa k\u00e4ytt\u00e4j\u00e4l\u00e4ht\u00f6isyyden, tiet\u00e4myksenhallinnan, jatkuvan parantamisen, sek\u00e4 monitasoisen tuen ja viestinn\u00e4n olevan avainasemassa organisaatioiden pyrkiess\u00e4 toteuttamaan sek\u00e4 yll\u00e4pit\u00e4m\u00e4\u00e4n laadukkaita itsepalvelukanavia.", "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 2024-06-24T11:22:01Z\r\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2024-06-24T11:22:01Z (GMT). No. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "101", "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": "Itsepalvelun edellytykset ja edist\u00e4misen keinot palvelupisteen toimintaymp\u00e4rist\u00f6ss\u00e4, tapaustutkimus", "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-202406244970", "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": "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": "Master's Degree Programme in Information Systems", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tieteen maisteriohjelma", "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"}]
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