Role-specific critical success factors in incident management : case energy management system company

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dc.contributor.author Korhonen, Antti
dc.date.accessioned 2010-05-25T12:50:10Z
dc.date.available 2010-05-25T12:50:10Z
dc.date.issued 2010
dc.identifier.uri http://urn.fi/URN:NBN:fi:jyu-201005251918 en
dc.identifier.uri http://hdl.handle.net/123456789/23725
dc.description.abstract The main goal of the thesis is to find out the Critical Success Factors (CSF) for the roles involved in the Incident Management Process (IMP). As Incident Management is often among the first IT service management processes that organizations implement, more understanding on the process is needed. The thesis approaches the subject based on the roles involved in the process. To define the subject matter, the emerging branch of services science is presented based on literature along with the concepts of IT service management and Service Level Agreements (SLA). The presentation of IMP is based on the IT service management frameworks of ITIL and CobiT. Even though the frameworks have increased in popularity, there is still only a limited amount of scientific research on them. This thesis consists of two separate presentations of role-specific CSFs for IMP. The first presentation is a collection of CFSs derived from the frameworks with some additions from existing scientific research. The second presentation is based on interviews with employees working in the roles of IMP at a case study company, an energy management system company. The CSFs of the two presentations are quite similar when they are compared to each other. However, for some of the CSFs in the second presentation, the interviewees gave more specific definitions as they related to the case study company.
dc.format.extent 86
dc.language.iso eng
dc.rights This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited. en
dc.rights Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty. fi
dc.subject.other Incident Management
dc.subject.other Service Level Agreement
dc.subject.other IT service management
dc.title Role-specific critical success factors in incident management : case energy management system company
dc.type Book en
dc.identifier.urn URN:NBN:fi:jyu-201005251918
dc.subject.ysa menestystekijät
dc.subject.ysa palvelutaso
dc.type.dcmitype Text en
dc.type.ontasot Pro gradu fi
dc.type.ontasot Master's thesis en
dc.contributor.tiedekunta Informaatioteknologian tiedekunta fi
dc.contributor.tiedekunta Faculty of Information Technology en
dc.contributor.laitos Tietojenkäsittelytieteiden laitos fi
dc.contributor.laitos Department of Computer Science and Information Systems en
dc.contributor.yliopisto University of Jyväskylä en
dc.contributor.yliopisto Jyväskylän yliopisto fi
dc.contributor.oppiaine tietojärjestelmätiede fi

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