The purpose of the thesis is to conduct a case study for investigating change and release management at Catella Bank, within the context of IT Service Management (ITSM), by measuring and to provide suggestions for improvements. Incident and operations management is included to enhance the understanding of the historical performance at Catella. The case study is set out to answer the following research questions: 1. “How does a transition in change management structure impact the performance of successfully delivering both changes and releases of IT services at a financial institution?” 2. “What are the causes of delays in the delivering changes and releases?” 3. “How does stakeholder involvement alter the performance of implementing a successful change and release?” 4. “How do Information Technology, and the corresponding departments manage and control necessary changes and releases of software at present?” Research methodology utilized in the thesis includes both qualitative and quantitative research, including interviews, participation in meetings and empirical investigation of internal material at Catella. The result from the research has provided a significant collection of issues, as well as suggested solutions for Catella to take to improve organizational maturity in enhancing the capabilities in performing work related to the four managerial disciplines within ITSM. The research culminated in the creation of the CHARM (CHange And Release Management) model, which consists of integrating change and release management into project management, split between three different components for the three organizational levels. The author has created the following components: Strategy matrix, a governance model, and a process model.

The topic of this master thesis are the Systems for managing enterprise IT. This paper is divided into three parts, where the first and second part gives a comprehensive view and concentrates existing knowledge from the examined area. The third part consists of my own conclusions based on available resources. For the overall IT Management, it is necessary to manage and measure IT Performance. Therefore, the first part deals with IT Performance Management (ITPM).Performance Management should penetrate the entire organization and ITPM should be part of the overall Performance Management of the organization. It is necessary to manage and measure performance at all levels of the organization (strategic, tactical and operational level). To measure the organizational IT performance, it is necessary to design relevant metrics. To design these metrics it is recommendable to follow a framework, whether ITIL or COBIT. The second part of this paper deals with IT Management frameworks and their support for designing metrics. It deals with the new wave in IT -- ITSM (IT Service Management). The de facto standard for ITSM is ITIL. Furthermore, the second part discusses the de facto standard for IT Governance -- COBIT and IT Balanced Scorecard for clarifying and translating the vision and strategy into specific objectives. The third part describes a specific procedure for designing metrics according to the ITIL framework. In addition, this part describes the software Metricus which enables a centralized management of ITPM and uses a holistic view of the overall ITPM.

This thesis is focused on developing software with ITSM integration features. The aim of this work is to design a suitable software architecture for integration applications in a cloud environment. Due to the use of the solution for many customers, emphasis is placed on sustainability and reusability. After wide technology analysis, a web application has been created that is fully configurable to meet a wide range of customer needs. It is decided to use the Node.js environment and the Loopback 4 framework for application development. To ensure lower costs for the operation of cloud resources, compared to competing technologies such as Java. The entire system is deployed in IBM Cloud. The resulting application is put into production by IBM.

Process Management is becoming more discussed issue in every company. The challenge for IT Managers is to deliver IT Services at a high quality in accordance and partnership with business. The diploma thesis Implementation of ITIL process methodology focuses on identification and analysis of existing shortcomings in the specific example of a chosen company in terms of ITIL process methodology and proposes recommendations and changes that will improve the current situation.

Detta examensarbete har syftat till att utveckla ett verktyg för att utvärdera en IT-avdelnings möjligheter till effektivisering genom att implementera Lean på IT Service Management. Verktyget har utvecklats i samarbete med Tina Eriksson på uppdrag av management och IT-management konsultbolaget Connecta AB. Connecta AB har som syfte att använda verktyget för framtida affärer. För att verktyget ska vara användbart och uppfylla Connectas krav så har fyra mål satts upp. Verktyget ska vara trovärdigt, resurseffektivt, användarvänligt samt underlätta för fortsatt arbete och implementering av Lean på IT Service Management. Det färdiga verktyget består av tre separata delar vilka tillsammans syftar till att ge en heltäckande bild av ITavdelningen ur ett Lean-perspektiv. Verktyget består av en mognadsanalys som mäter Lean -mognaden inom fem centrala områden, en enkät som analyserar medarbetarnas syn på sin arbetssituation och slöserier kring denna samt en värdeflödeskartläggning för att analysera ett par IT Service Management- processer. Verktyget testades på en representativ kund under våren 2010 i syfte att utvärdera dess lämplighet. Utifrån testresultatet har verktyget analyserats utifrån uppsatta mål och slutsatsen är att det uppfyller sitt ändamål.

The main topic of this thesis is IT innovation management which is very up to date theme as a research within the thesis documents. IT innovation should be managed jointly with the IT Governance to support effectiveness of IT and competitiveness of the whole company.

IT service management (ITSM) has emerged as one of the approaches to implementing IT Governance in Australian Universities. A number of ITSM frameworks have been proposed however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related Technology (COBIT) have been most widely accepted and implemented internationally and within Australia. The research reported in this thesis was undertaken to shed light on the issues related to ITIL adoption and implementation within Australian universities. To date academic research in ITIL adoption and implementation has not been extensive as it is comparatively a new framework, especially within Australian universities. The theoretical framework proposed in this thesis has IT service management as the central concept, implementing IT Governance to align the university and technology. This framework is used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed case study on one university�s experience. This research reveals a complex web of factors relating to ITIL implementation including; the pre-implementation process; processes implemented; order of implementation; hiring external expertise;, tool selection;, staff training; ongoing assessments; managing cultural change; managing learning curve and resource strain. The findings provide an insight into practical lessons for other Australian universities or similar organisations considering implementing IT Governance through IT Service management frameworks. The method used in this research may be useful for other organisations and researchers analysing universities and similar organisations implementing ITIL. IT Governance and IT service management frameworks are diverse and important areas which open a poorly researched field for further work.

Gradually, the physical and geographically restricted marketplace is eroding and giving room to a more vibrant and competitive virtual marketplace – J.F Rayport and J.J Sviokla referred to it as the ―marketspace‖ (J.F. Payport, 1995). Technological advancement is the causative agent of this rapid change. As customers become increasingly complex and find sustained satisfaction in the marketspace, pressure keeps mounting on enterprises to adjust and seek suitable dance to the new rhythm. More prepared enterprises like e-bay and FEDEX have taken advantage of this rapid change to emerge competitive in the marketspace whist others dawdle behind. Enterprises especially in developing economies like Ghana, are increasingly investing enterprise resources in IT infrastructure, and accompanying applications and services to take advantage of the new marketplace and emerge competitive nationally and perhaps, in the process, gain global competitiveness. Are firms having strategic frameworks that guide these investments? And what are the factors that influence the adoption of these frameworks? Are there enabling national and firm level mechanisms to support IT investments? These are the questions that the research seeks to respond to. The research discovered Ghana’s strategic initiatives aimed at providing enabling infrastructure, regulatory and business environment to support the adoption of ICTs into public and civil service, and to also promote the performance and competitiveness of its industries and firms. At firm level, the research investigated the factors that influence the adaptation and effective implementation of IT Governance frameworks in enterprises. The research found education, external business environment, and extent of IT investment, statistically significant in driving IT process and governance framework adoption. It was therefore, recommended that regulatory institutions, educational institutions, market players and managers of firms contribute to the enhancement of these predictor variables to further improve ICT, IT process and IT governance framework adoption in Ghana. It was also recommended that later research should be undertaken to re-evaluate the performance and progress made by Ghanaian firms, and to possibly discover other drivers of ICT, ITprocess and IT governance framework adoption. / IT Process and Governance framework adoption in Ghana is relatively new. The research identifies Education, Level of IT investment and the Business Environment to be the most influential factors in promoting IT process and governance framework adoption in Ghana. / +233-246655744 / +233 - 201111216

In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.

Information Technology Infrastructure Library (ITIL) is the most popular andthe influential framework for IT Service Management (ITSM). It is used for ITgovernance, management and control of IT services. It comprises of definedand best practices, developed in 1980’s by British Government Central ComputerTelecommunication Agency. The purpose of this thesis is to present theguidelines to implement ITIL. Available literature on ITIL discusses the importanceof ITIL, its benefits, facilitating and challenging factors associatedwith implementation. But the steps to implement ITIL have so far not beendiscussed. We take the opportunity to explore empirical data from industry andliterature to get to know different strategies and approaches used by IT professionalsfor implementing the ITIL framework.To fulfil the purpose, we stated three research questions: “What are facilitatingfactors for the ITIL Implementation?”, “What are the challenging factors forthe ITIL Implementation?”, and “Based on facilitating factors and barriers,what are the guidelines for a successful ITIL implementation?”. Literature wasreviewed to extract required factors and senior IT professionals from two organisationswere interviewed to get to know what factors had been facilitators and barriers for them. The extracted factors were compiled, grouped and analysedto develop implementation steps. The result of this thesis is a framework developed implementation steps, which any organisation can use as guidelineto adapt ITIL framework. These steps consist of four phases highlighting significantfactors needed for the successful implementation. Among the highlighted factors were top management support, ITIL skills of implementer, resistanceto change, financial support, staff training, process mapping, documentation,project management and governance are the most important factors which influence the implementation process.