Developing ICT management framework - Case study
Halttunen, Oskari (2017)
Haaga-Helia ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017121821906
https://urn.fi/URN:NBN:fi:amk-2017121821906
Tiivistelmä
The objective of the thesis was to develop and improve the IT service management function by adding a systematic approach to ITSM, identifying and documenting processes and dis-covering the problems in the daily operations.
Many best practice frameworks and guidelines, such as ITIL, COBIT, IT Standard for Busi-ness and JHS were reviewed for information on how to develop the organization’s ITSM func-tion. The research was done using action research, interviews and observation over a period of about one year. The results were analyzed and reflected against the theory from selected frameworks and a development plan formed.
The project can be considered a success as more information and knowledge was gained than initially thought to be realistic. A development plan that included several new processes for ITSM, was written.
Many best practice frameworks and guidelines, such as ITIL, COBIT, IT Standard for Busi-ness and JHS were reviewed for information on how to develop the organization’s ITSM func-tion. The research was done using action research, interviews and observation over a period of about one year. The results were analyzed and reflected against the theory from selected frameworks and a development plan formed.
The project can be considered a success as more information and knowledge was gained than initially thought to be realistic. A development plan that included several new processes for ITSM, was written.