Improving Operations towards ISO/IEC 20000 Certification for A Cloud SaaS Provider : On the example of Capacity Management process and Process manager roles
Kauko, Jonne (2018)
Kauko, Jonne
Metropolia Ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201802272860
https://urn.fi/URN:NBN:fi:amk-201802272860
Tiivistelmä
This study focuses on building a proposal for improving the case company’s operations towards the ISO/IEC 20000 standard, by improving the Capacity Management process, and implementing the process manager roles.
The case company is preparing to certificate its Support and Operations units with the ISO/IEC 20000 standard and is improving its processes and documentation towards the standard. Since the capacity management process plays a significant role in reaching service level targets, the process was chosen as one development area. The other selected development area was the implementation of the process manager roles. These roles are needed for proactively developing the case company’s processes towards the ISO/IEC 20000 standard.
The study was conducted in seven stages using the R&D research approach developed by Industrial Management, Metropolia. The study is based on a structured research process that, first, investigates the challenges of the current state, then seeks important inputs from literature and best practice, and after that produces a proposal in close cooperation with the company stakeholders. The company stakeholders were involved in all stages of the study, through multiple interviews, workshops and discussions.
The study generated proposals for the both development areas. The capacity management proposal consists of a process description for gathering capacity requirements, a tool for translating them into technical specifications and a work instruction process for the cloud team, and next steps for implementing the proposal. For the other development area, actions were carried out to implement the process manager roles. Additionally, role definitions and a continuous support plan were created.
After improving the capacity management process, the case company will benefit by getting a process for sizing new tenants in the cloud environment based on customer requirements. This will allow to equip its customer tenants with proper capacity, to reach service level targets and improve customer satisfaction. The process manager roles help the case company to further develop its service management processes and streamline its operations overall, after clarifying the roles, responsibilities, and expectations.
The case company is preparing to certificate its Support and Operations units with the ISO/IEC 20000 standard and is improving its processes and documentation towards the standard. Since the capacity management process plays a significant role in reaching service level targets, the process was chosen as one development area. The other selected development area was the implementation of the process manager roles. These roles are needed for proactively developing the case company’s processes towards the ISO/IEC 20000 standard.
The study was conducted in seven stages using the R&D research approach developed by Industrial Management, Metropolia. The study is based on a structured research process that, first, investigates the challenges of the current state, then seeks important inputs from literature and best practice, and after that produces a proposal in close cooperation with the company stakeholders. The company stakeholders were involved in all stages of the study, through multiple interviews, workshops and discussions.
The study generated proposals for the both development areas. The capacity management proposal consists of a process description for gathering capacity requirements, a tool for translating them into technical specifications and a work instruction process for the cloud team, and next steps for implementing the proposal. For the other development area, actions were carried out to implement the process manager roles. Additionally, role definitions and a continuous support plan were created.
After improving the capacity management process, the case company will benefit by getting a process for sizing new tenants in the cloud environment based on customer requirements. This will allow to equip its customer tenants with proper capacity, to reach service level targets and improve customer satisfaction. The process manager roles help the case company to further develop its service management processes and streamline its operations overall, after clarifying the roles, responsibilities, and expectations.