KPIs for Service Integration to Measure and Steer IT Support in Multivendor Environment
Repo, Sonja (2018)
Metropolia Ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201803143379
https://urn.fi/URN:NBN:fi:amk-201803143379
Tiivistelmä
This thesis was carried out for Finnish elevator and escalator industry company. The case company is operating globally and is one of the market leaders in the industry. The case company is one of many industrial companies which is operating in multivendor environment where services are provided by multiple service providers. In order to provide high quality services, the case company has to be able to maintain and improve collaboration with its vendors continuously.
The aim of this study is to help the case company to manage and improve its services together with the service providers. This is done by enhancing Service Integration and Management. The objective of this study is to write out first time KPIs for Service Integration to measure and steer IT support in multivendor environment and define role description for Service Integration Manager.
This study is based on Service Integration and Management (SIAM), which is known as the best practice for IT service management in multivendor environment. This research explores SIAM practices generally. In addition to SIAM, other literature and expert insights provide this study its conceptual framework. The current state analysis of this study was done by examining the case company’s current ITSM and Service Integration practices. This was carried out by familiarizing with the company’s internal documentation and also interviewing the current Process Owners and Service Managers.
The proposal of this thesis is based on the project objective. The proposal includes Service Integration Manager role description and KPIs for Service Integration. The validation of the proposal was done by obtaining feedback on the proposal from the case company’s experts.
This study supports the case company with the implementation of Service Integration.
The aim of this study is to help the case company to manage and improve its services together with the service providers. This is done by enhancing Service Integration and Management. The objective of this study is to write out first time KPIs for Service Integration to measure and steer IT support in multivendor environment and define role description for Service Integration Manager.
This study is based on Service Integration and Management (SIAM), which is known as the best practice for IT service management in multivendor environment. This research explores SIAM practices generally. In addition to SIAM, other literature and expert insights provide this study its conceptual framework. The current state analysis of this study was done by examining the case company’s current ITSM and Service Integration practices. This was carried out by familiarizing with the company’s internal documentation and also interviewing the current Process Owners and Service Managers.
The proposal of this thesis is based on the project objective. The proposal includes Service Integration Manager role description and KPIs for Service Integration. The validation of the proposal was done by obtaining feedback on the proposal from the case company’s experts.
This study supports the case company with the implementation of Service Integration.