Herätteenhallinnan mittaamisen kehittäminen : konstruktiivinen tutkimus IT-palveluorganisaatiossa
Abstract
IT-palvelunhallinta tarkoittaa laadukkaiden IT-palveluiden implementointia ja hallintaa. Se koostuu kokoelmista prosesseja, joita on mahdollista mitata erilaisilla mittareilla. Mittareita kutsutaan operatiivisiksi mittareiksi, sekä suorituskykymittareiksi. IT-palvelunhallinnan prosesseja mittaavat mittarit eroavat organisaatioittain, sillä mittareita tulisi suosituksen mukaan käyttää aina osana viitekehystä. Mittaria arvioitaessa tulee ottaa huomioon aina näkökulma sekä konteksti, jossa mittari esiintyy. Mittarin esittämä tieto voi olla jopa haitallista, jos sitä analysoidaan väärin. IT-palvelunhallinnan toteuttamista varten on kehitetty ITIL-viitekehys, joka on viidestä teoksesta koostuva, hyviä käytänteitä ja prosessimalleja sisältävä kokonaisuus. ITIL-viitekehyksen mukaisen palvelutuotannon vaihe sisältää herätteenhallinta- ja vianhallintaprosessien vaiheittaiset kuvaukset, sekä niille määritetyt mittarit. Tämä tutkimus keskittyy herätteenhallinnan kautta havaittujen herätteiden, sekä niistä johdettujen vikatilanteiden mittaamisen kehittämiseen. Tutkimuksen tutkimusprosessina on käytetty suunnittelutieteellistä tutkimusprosessia. Teoreettinen tieto on hankittu kirjallisuuskatsauksen avulla, minkä lisäksi tutkimuksen empiirinen tieto on kerätty kohdeorganisaatiosta. Herätteiden ja niistä johdettujen vikatilanteiden mittaamisen kehittäminen on toteutettu konstruktiivisena tutkimuksena, jolloin tutkimuksen kohdeorganisaatiolle kehitettiin uusi palvelunhallinnan työkalun (Jira) projekti, johon kirjataan herätteenhallinnasta havaittavat tehtävät. Uuteen palvelunhallinnan työkalun projektiin määritettiin annettujen vaatimusten perusteella 19 uutta mittaria, joita ei ole aiemmin kohdeorganisaation herätteenhallintaprosessista mitattu. Tutkimuksen osatuotteena kehitettiin myös BSC-menetelmää käyttäen malli, jonka avulla mittarien suorituskykyä voidaan tarkastella. Tutkimuksessa toteutetun IT-palvelunhallinnan prosessien mittaamisen kehittämisen vaiheet ovat hyödynnettävissä myös myöhemmissä tutkimuksissa muiden organisaatioiden toimesta.
IT Service Management means delivering and implementing high quality IT services. IT Service Management consists of process collections, which can be measured by different metrics. The metrics are either operative metrics or performance metrics. The metrics measuring ITSM processes vary, depending on organizations. Per some principles, metrics should be always as part of a framework. While evaluating metrics, one must always consider the aspect and context where the metric is being used. The information metric presents can be also considered harmful if it’s being analyzed incorrectly. ITIL framework has been developed to carry out ITSM. The framework consists five different writings. It is a big collection of good ITSM practices and processes. ITIL Service Operations consists of detailed flows of event management and incident management processes in addition to metrics related to those two processes. This study concentrates on improving the measurement of events and incidents detected from event management. The research method used in this study is design science research method. Theoretical knowledge has been acquired from literature review. Empirical information was gathered from the study organization. The improvement of reporting events and incidents was carried out as constructive research. In the research, new ITSM tool (Jira) project was developed for the study organization. Based on the gathered requirements 19 new metrics were implemented into the new project of the ITSM tool. Those metrics have not been measured before in the study organization. BSC method was used to develop a method to evaluate the organization’s event management perfor-mance from different points of view using the new metrics. Later studies initiated by other organizations can use the defined steps used in developing the measurement of ITSM processes.
IT Service Management means delivering and implementing high quality IT services. IT Service Management consists of process collections, which can be measured by different metrics. The metrics are either operative metrics or performance metrics. The metrics measuring ITSM processes vary, depending on organizations. Per some principles, metrics should be always as part of a framework. While evaluating metrics, one must always consider the aspect and context where the metric is being used. The information metric presents can be also considered harmful if it’s being analyzed incorrectly. ITIL framework has been developed to carry out ITSM. The framework consists five different writings. It is a big collection of good ITSM practices and processes. ITIL Service Operations consists of detailed flows of event management and incident management processes in addition to metrics related to those two processes. This study concentrates on improving the measurement of events and incidents detected from event management. The research method used in this study is design science research method. Theoretical knowledge has been acquired from literature review. Empirical information was gathered from the study organization. The improvement of reporting events and incidents was carried out as constructive research. In the research, new ITSM tool (Jira) project was developed for the study organization. Based on the gathered requirements 19 new metrics were implemented into the new project of the ITSM tool. Those metrics have not been measured before in the study organization. BSC method was used to develop a method to evaluate the organization’s event management perfor-mance from different points of view using the new metrics. Later studies initiated by other organizations can use the defined steps used in developing the measurement of ITSM processes.
Main Author
Format
Theses
Master thesis
Published
2017
Subjects
The permanent address of the publication
https://urn.fi/URN:NBN:fi:jyu-201706012629Use this for linking
Language
Finnish
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