Role-specific critical success factors in incident management : case energy management system company
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. ...
MetadataShow full item record
- Pro gradu -tutkielmat 
Showing items with similar title or keywords.
Exploring the Critical Success Factors in Social and Health Care Information Systems Project Procurement Vilpponen, Hannu; Grundström, Mika; Abrahamsson, Pekka (Book Publisher International, 2020)A welfare reform involving the mixing of social and health services is being introduced by the Finnish government. Several factors have been identified for this shift, the most relevant of which is that many information ...
Critical factors influencing international sporting success of the Philippines : the athletes' perspective Ramos, Ralph (2015)The aim of this study is to contribute to the understanding of the recent declining performance of the Philippines in international sporting competitions by identifying and evaluating relevant factors that are critical to ...
Sustainable solutions for last mile Internet access in developing countries : critical success factors Touray, Almamy (University of Jyväskylä, 2015)
Value Co-Creation Opportunities : Managerial Transformation of Digitisation Risks into Success Factors Rantala, Katja; Karjaluoto, Heikki (CRC Press, 2018)
Sadiq, Mazhar (University of Jyväskylä, 2016)The global business environment is changing rapidly, and organisations from developing countries such as Pakistan have to re-engineer their business processes to meet the challenges of increased competition and rising ...