Incident management in multi-vendor environment : Interview-based case study
Haapakoski, Mika (2018)
Lataukset:
Haapakoski, Mika
Jyväskylän ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018061113471
https://urn.fi/URN:NBN:fi:amk-2018061113471
Tiivistelmä
A substantial number of organizations has changed from using a single supplier and dedicated services to using multiple service providers with their service provided from a shared platform. Dealing with multiple vendors has brought challenges to run the IT infrastructure of a company. The focus needs to be on various places and a great deal of work needs to be done to make the operational processes function smoothly. Therefore, also incident management with multi-sourced environment has extended ever-increasingly. The parties might not know their own or another service provider’s role in the environment or they do not understand the customer’s business goal and how their own actions can affect the customer’s performance.
The objective of the study was to sort out what the main challenges and obstacles in the companies are today. The questions needing answers were: what is the current state to perform incident management process in multi-vendor environment, how is the cooperation with stakeholders treated and which areas could be improved.
The research method was chosen to be several interviews with the personnel from different companies. The questions for the interview were generated by going through auditing tools, guides and standards and selecting the suitable parts that form the interview frame for the research.
As a result, the research achieved important knowledge and understanding that benefits the professionals working in multi-vendor environment. The interview questions and answers will help the readers to widen their interests in thinking how these things have been dealt in their own organization.
The objective of the study was to sort out what the main challenges and obstacles in the companies are today. The questions needing answers were: what is the current state to perform incident management process in multi-vendor environment, how is the cooperation with stakeholders treated and which areas could be improved.
The research method was chosen to be several interviews with the personnel from different companies. The questions for the interview were generated by going through auditing tools, guides and standards and selecting the suitable parts that form the interview frame for the research.
As a result, the research achieved important knowledge and understanding that benefits the professionals working in multi-vendor environment. The interview questions and answers will help the readers to widen their interests in thinking how these things have been dealt in their own organization.