New ICT Supply Process, Interfaces between Supply Process and Project Management Process in ITIL Service Design Framework
Nissilä, Marjo (2009)
Nissilä, Marjo
Laurea-ammattikorkeakoulu
2009
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-200912097480
https://urn.fi/URN:NBN:fi:amk-200912097480
Tiivistelmä
The purpose of this work is to design, build and evaluate new ICT Supply Process. The needs for developing the supply process are several. External partners for example expect the newest version of ITIL in common operations and existing supply process and project management process tasks have no connections either dependencies are identified.
ITIL is the best known framework for ICT process maintenance and governance within the lifecycle of the initial system. Regardless of the Service Design materials shortcoming, the material is adequate to build the new ICT supply process. ITIL Service Design does not include a supply process or phased project management process only some relevant usable steps in various processes and levels. The research question is: What kind of process is needed when purchasing ICT systems?
The new version of ICT supply process is based on ITIL Service Design version three. The new process has been connected with the main supporting processes Project management process and ITIL Service Design. During the work the leading role of the project management process was found, when an external supply together with development is needed. In the new process the supply process is triggered by the project management process and the deliverables of the supply process are inputs to the project management process. To combine the phases of the process some major decision points are added. The new ICT supply process is evaluated in theory against the two best process models. One is process for public procurement and the other is the guide for non-specialist ICT Purchasers. Evaluation proves that new ICT supply process is more than adequate. It fulfils most of ITIL framework valid criteria and most organizations needs.
To achieving better results in IT projects (in 2009 only 32 % successful IT projects (Galorath Incorporated 2008, 1)) works results shows that new ICT supply process can be a tool for it. The new process should make purchasing more effective. Overlap tasks have been identified and extracted from the new process. Due to that fact that new ICT supply process is based on existing processes, it will fit easily in present environment. Implementing the new process alone without needed supporting processes it is inadequate.
The research method is based on design science research for information systems in which a researcher defines builds and evaluates in order to get something new and the new is an artifact. The second alternative would have been an Action Research but it is suitable for the further study better to this work. The Case Study, however, would have been at too early a stage from the point of view of this work.
ITIL is the best known framework for ICT process maintenance and governance within the lifecycle of the initial system. Regardless of the Service Design materials shortcoming, the material is adequate to build the new ICT supply process. ITIL Service Design does not include a supply process or phased project management process only some relevant usable steps in various processes and levels. The research question is: What kind of process is needed when purchasing ICT systems?
The new version of ICT supply process is based on ITIL Service Design version three. The new process has been connected with the main supporting processes Project management process and ITIL Service Design. During the work the leading role of the project management process was found, when an external supply together with development is needed. In the new process the supply process is triggered by the project management process and the deliverables of the supply process are inputs to the project management process. To combine the phases of the process some major decision points are added. The new ICT supply process is evaluated in theory against the two best process models. One is process for public procurement and the other is the guide for non-specialist ICT Purchasers. Evaluation proves that new ICT supply process is more than adequate. It fulfils most of ITIL framework valid criteria and most organizations needs.
To achieving better results in IT projects (in 2009 only 32 % successful IT projects (Galorath Incorporated 2008, 1)) works results shows that new ICT supply process can be a tool for it. The new process should make purchasing more effective. Overlap tasks have been identified and extracted from the new process. Due to that fact that new ICT supply process is based on existing processes, it will fit easily in present environment. Implementing the new process alone without needed supporting processes it is inadequate.
The research method is based on design science research for information systems in which a researcher defines builds and evaluates in order to get something new and the new is an artifact. The second alternative would have been an Action Research but it is suitable for the further study better to this work. The Case Study, however, would have been at too early a stage from the point of view of this work.