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Author:Vähälummukka, Antti
Title:IT service management in service production
Publication type:Master's thesis
Publication year:2010
Pages:ix + 46 s. + liitt. 33      Language:   eng
Department/School:Elektroniikan, tietoliikenteen ja automaation tiedekunta
Degree programme:Tietotekniikan tutkinto-ohjelma
Main subject:Ohjelmistotekniikka   (T-106)
Supervisor:Malmi, Lauri
Instructor:Grön, Jan-Erik
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto  1573   | Archive
Keywords:IT service management
servíce production
ITIL
COBIT
event management
IT-palveluiden hallinta
palvelutuotanto
herätteiden hallinta
Abstract (eng): The objective of the research was to valuate different IT Service Management processes and methods and to compare their suitability for IT Service Production.

The main goal of the research was to consider why IT Service Management methods and processes should be used and how they are suited to IT Service Management.
The benefits of using IT Service Management methods and their suitability for IT Service Management were also considered.

The research consists of a literature study and a case study.

The literature review explains the principles of different IT Service Management methods and also evaluates the benefits of the methods.
IT Infrastructure Library (ITIL) is given handled more closely than any of the other methods.

The case section covers the implementation of event management in a global monitoring project.
Abstract (fin): Tutkimuksen lähtökohtana oli tarkastella erilaisia IT-palveluiden hallintaan liittyviä prosesseja ja menetelmiä sekä vertailla niiden soveltuvuutta IT palvelutuotantoon Tutkimuksen pääasiallinen tavoite oli tarkastella sitä miksi IT-palveluiden hallintamenetelmiä tulisi käyttää ja millaisia menetelmiä siihen on olemassa.
Lisäksi selvitettiin mitä hyötyä menetelmien käytöstä on sekä mikä menetelmä soveltuisi parhaiten IT-palveluiden hallintaan.

Tutkimus koostuu kirjallisuuskatsauksesta ja case-osasta.
Kirjallisuuskatsauksessa käsitellään eri IT-palveluiden hallintamenetelmien periaatteita.
Lisäksi kirjallisuuskatsauksessa tarkastellaan menetelmien hyötyjä.
IT lnfrastructure Library (ITIL) käsitellään muita menetelmiä tarkemmin.

Case-osassa tarkastellaan herätteiden hallinan toteuttamista globaalissa monitorointiprojektissa
ED:2010-07-21
INSSI record number: 40037
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