Development of Event Management process (ITSM) for a cloud-based SaaS company
Kauko, Jonas (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021120724000
https://urn.fi/URN:NBN:fi:amk-2021120724000
Tiivistelmä
The purpose of this study was to create a proposal of a developed Event Management process for the case company. The main objective was to create a process including steps for technical implementation. This was an independent project for the case company, related to several internal improvement efforts.
The research is based on interviews of the case company’s employees, discussions, and inspection of technical implementation and documentation. Two interviews were conducted with the case company’s employees in related roles to event management and other related areas, such as cloud, integrations, and service desk.
The results of the current state analysis including interviews, indicated that the current process is not sufficient and does not meet internal standards or possible customer or prospect requirements. The case company’s event management is built on the incident management process and needs separation to its own process.
After the current state analysis, existing knowledge and best practices was researched, including topics like ITIL, event management, incident management, service desk practices, integrations, and event correlation. These topics provided a deep understanding of different areas needed to develop an event management process and the steps to implement it.
The final outcome of this thesis is a holistic event management process including best practices and technical specifications needed to successfully implement said process. This will help the case company to be more efficient.
The research is based on interviews of the case company’s employees, discussions, and inspection of technical implementation and documentation. Two interviews were conducted with the case company’s employees in related roles to event management and other related areas, such as cloud, integrations, and service desk.
The results of the current state analysis including interviews, indicated that the current process is not sufficient and does not meet internal standards or possible customer or prospect requirements. The case company’s event management is built on the incident management process and needs separation to its own process.
After the current state analysis, existing knowledge and best practices was researched, including topics like ITIL, event management, incident management, service desk practices, integrations, and event correlation. These topics provided a deep understanding of different areas needed to develop an event management process and the steps to implement it.
The final outcome of this thesis is a holistic event management process including best practices and technical specifications needed to successfully implement said process. This will help the case company to be more efficient.