Action research to evaluate and improve IT Incident Management in the case company through Business Process Management methods
Eskola, Lauri (2022)
Eskola, Lauri
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022060615549
https://urn.fi/URN:NBN:fi:amk-2022060615549
Tiivistelmä
This action research using mixed research methods aims to establish understanding of the case company’s current incident management monitoring and to improve it and related processes in the IT department. First the research focuses on a problem that was identified by the case company expert panel. The researcher questions are de-signed to answer the case company’s needs through practical and academic iterative inquiry: 1. What is the present performance of IT Incident Management ticketing system? 2. In what ways can the incidents be identified and acted upon more efficiently? 3. In what ways can the system be improved to ensure improved customer experience? To address the aim of this study, it uses action research logic and literature from action research, business process management and information technology service management. The research was conducted as mixed research, which includes participant observations, an action research reflection journal, and raw data reports. The results indicate that monitoring of processes should be kept as a systematic continuous process and that there is a need to intertwine business process management methods with information technology service management methods to attain transparency in processes and to establish a systematic approach to monitoring.