Developing Service Design & Management Processes Towards ITIL Compliance
Salovaara, Antti (2015)
Salovaara, Antti
Metropolia Ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201505178452
https://urn.fi/URN:NBN:fi:amk-201505178452
Tiivistelmä
The objective of this thesis is to provide new and improved processes along with supporting standard documentation, for Service Design and Management in the case company. This is done to enforce uniformity in the company’s service offering and to enable further global growth in Service based business.
These issues were approached with an action research approach due to the iterative and collaborative nature of the research. While researching these issues in the case company I was also actively part of a team working on changing some of the researched issues.
The outcome of this thesis is an intertwined set of processes and documents in the field of Service Design and Service Strategy. The specific fields covered are Service Strategy, Design Coordination, Service Catalogue management and Service Level management.
Once the processes and documentations are implemented as suggested they will provide a solid grounding for the company to embark on the road towards ITIL and ISO compliant productive and unified Service Design. This, in turn will enable faster and more structured growth in the Service market.
These issues were approached with an action research approach due to the iterative and collaborative nature of the research. While researching these issues in the case company I was also actively part of a team working on changing some of the researched issues.
The outcome of this thesis is an intertwined set of processes and documents in the field of Service Design and Service Strategy. The specific fields covered are Service Strategy, Design Coordination, Service Catalogue management and Service Level management.
Once the processes and documentations are implemented as suggested they will provide a solid grounding for the company to embark on the road towards ITIL and ISO compliant productive and unified Service Design. This, in turn will enable faster and more structured growth in the Service market.