Att arbeta mer miljövänligt och hållbart blir alltmer viktigt för många företag. Så även inom logistik- och IT-branschen. Gröna informationssystem har hyllats för sina positiva effekter. Dessvärre undersöks oftast inte dess effekter utifrån ett miljöperspektiv, vilken påverkan dessa har på miljön utan mer vilka organisatoriska effekter som uppnås av dess implementation. Det har även identifierats att flest antal fel i utveckling av informationssystem uppkommer genom kravhanteringsprocessen. Problemet adresseras genom att undersöka vilken effekt de gröna informationssystemen inom logistikbranschen har på miljön och hur dessa möjliggör för uppnående av miljömålen i Agenda 2030. Kravhanteringsprocessen studeras även för att undersöka dess inverkan på de möjliga positiva miljöeffekterna av informationssystemen. För att kunna besvara studiens syfte och forskningsfrågor har en kvalitativ studie genomförts med intervjuer hos tre IT-tjänsteleverantörer. Alla med ett gediget hållbarhetsarbete och kunder i logistikbranschen. Litteraturen i uppsatsen låg till grund för intervjuguiden och användes vid de semistrukturerade intervjuer. Intervjuguiden är uppbyggd av sju kategorier. Dessa kategorier är gröna IS lösningar, miljöaspekter, organisatorisk påverkan, utmaningar, förhållningsregler, kravhantering och arbetsmetoder. Efter analys av de transkriberade intervjuerna identifierades ytterligare en kategori med relevans för studiens syfte, arbetsmiljö & hållbarhetsarbete. Dessa kategorier har varit betydelsefulla för utvecklandet av två modeller som förklarar kategoriernas påverkan vid utvecklandet av informationssystem som genererar positiva effekter på miljön. / Working more environmentally friendly and sustainable is becoming more important for a lot of organizations. Both in the logistics and IT industry. Green information systems have been acknowledged for their positive effects. Though when examined it is often not from an environmental view, effects on the environment, but instead on organizational effects from the implementation of the information systems. It has also been identified that most errors in the development of information systems occur through the requirements management process. The problem is addressed through examining the possibility of reaching the environmental goals in Agenda 2030 by the effects of green information systems in the logistics industry. The requirements management process was also studied to examine the impact of possible positive environmental effects by the information systems. To be able to answer the purpose of the research questions, a qualitative study was conducted with interviews with three IT service providers. All with genuine sustainability work and customers in the logistics industry. The literature in the thesis was the basis for the interview guide and was used in the semi-structured interviews. The interview guide is built upon seven categories. These categories are green IS solutions, environmental aspects, organizational impact, challenges, rules of conduct, requirements management and working methods. After analysis of the transcribed interviews, another category relevant for the purpose of the study was identified, work environment & sustainability work. These categories have been important for the development of two models that explain the categories' impact at the development of information systems that generate positive effects on the environment.

This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.

The project inspects and discusses improvements of the technical assistance of Change Management support within IT service provider. The primary objective of the procet is to analyse and implement a new software tool to display possible improvements. This project involves whole software development proces including requirements collection, systém analysis, design, implementation. In the first part, the IT service management, especially Change Management area and ITIL methodology is described. In the second part, the analysis of current state of the proces implementation and software tool is discussed and proposed opportunities for improvement. In the end, the results are summarized and possibilities of the future improvements are proposed.

Цель магистерской диссертации: на основе исследования потребностей участников общего рабочего процесса спроектировать и реализовать решение для организации деловых встреч в гибридном формате, объединяющем реальное офисное пространство и виртуальную переговорную комнату. / The purpose of the master's thesis is to design and to develop a solution for organizing business meetings in a hybrid format that combines real office space and a virtual meeting room based on a study of the needs of participants in the common workflow.

Att leverera IT-relaterade tjänster är utmanande för många företag och verksamheter. För att underlätta för leverantörer av IT-tjänster har processtöd tagits fram som går under namnet IT Service Management där det ledande ramverket ITIL tillhandahåller riktlinjer för bland annat processer i form av incident- och problemhantering. Införandet av IT Service Management handlar till stora delar om resurskrävande aktiviteter som förändringar i arbetssätt och införande av processer. Detta gör att många små och medelstora företag upplever att det är kostsamt och svårt samtidigt som det behöver skapas förståelse för vilka värdeskapande effekter ramverket kan medföra, för att motivera den insats som krävs. För att tydliggöra effekterna av IT Service Management används prestationsmätning - processen att mäta effektivitet och verkningsgrad av ett antal åtgärder. Huvudsyftet med denna uppsats är att identifiera och beskriva användningen av prestationsmätning inom IT Service Management enligt små och medelstora företag. Bisyftet är att identifiera och beskriva utmaningar och risker som företrädare för små och medelstora företag uppfattar med prestationsmätning inom IT Service Management. Därtill ställs frågan om hur små och medelstora företag har arbetat för att minimera risker och hantera utmaningar som kommer med prestationsmätning inom IT Service Management.  Kvalitativa data har samlats in genom semistrukturerade intervjuer med fem respondenter där intervjusvar har bearbetats genom tematisk analys för att besvara studiens fyra undersökningsfrågor. Studiens slutsatser är att de mätbara organisatoriska fördelar som små och medelstora företag har identifierat med IT Service Management är uttalat arbetssätt, gemensamt språk, tekniskt verktyg, beprövade metoder samt processeffektivitet. Därutöver identifierades utmaningar som omfattar att identifiera adekvata prestationsmått, det administrativa arbetet samt att upprätthålla engagemang. Studiens slutsatser om risker omfattar arbetsmiljöns påverkan av synliggjorda resultat och vilseledande resultat av mätningar. Små och medelstora företag kan hantera utmaningar och minimera risker genom utbildning, dra nytta av tillgängliga resurser och genom stöd av företagsledningen.

<p dir="ltr">Historically, CIOs have struggled to realize IT investment values and planning involved. In the IT industry, these issues have become a critical C-level topic (Haffke, 2016). Since the establishment of the position of the State Chief Information Officer (CIO), CIO roles have expanded and evolved tremendously as new modern technologies became a part of organization’s information technology (IT) enterprise infrastructure. Multiple State CIOs struggled with modern IT technologies, but successfully completed projects to meet customer business needs and requirements and furthermore, IT investments involved an arduous effort to prepare, execute, complete, and assess for return on investment (ROI) and value realization (NASCIO, 2021). During the COVID-19 pandemic, implementation of remote collaboration technology allowed the workforce to perform at remote locations to prevent spread of the virus. Academic research on the topic of State CIO’s involvement in IT strategic planning is limited and yields scarce search results compared to other subject areas. State CIOs’ involvement in IT strategic planning was further researched for enabling remote collaboration for the new remote workforce. Scholarly databases and more than 100 various sources of articles were reviewed for search results that addressed the problem and purpose of this research.<b> </b>Grounded theory research, data triangulation, and Computer-Assisted Qualitative Data Analysis software (CAQDAS) were used to analyze the resulting articles. The research deliverables included a document analysis of State CIO involvement in IT strategic planning to enable remote collaboration. There were significant involvements of State CIOs in IT strategic planning to enable remote collaboration during the COVID-19 pandemic across the analyses. This study developed a course of actions (COAs) for State CIOs, and recommendations for future research.</p>

Knowledge management is seen as a hot topic in order for organizations to become effective and utilize the knowledge residing within the organization. The most important factor in knowledge management is believed to be the knowledge transfer, which is the process of transferring knowledge between two parties. A context in which knowledge and knowledge transfer are especially important is within the best practice framework ‘ITIL’ and IT-service organizations. Therefore, the purpose with this study is to analyze how knowledge is transferred through information systems in an ITIL organization, and how the transfer process can be further understood by incorporating individual perspectives on knowledge. Besides that, our purpose is to identify factors influencing the knowledge transfer from both the organizations and the ITIL framework. The reason for this is that knowledge transfer through information systems in an ITIL context is rather underexplored, previous research regarding this is mainly focusing on putting knowledge in repositories and make it available, which is believed to create certain implications regarding the individual perspective in the creation and transfer of knowledge through information systems. These implications are something that has not been explored, which is a knowledge gap we intend to fill with this thesis. That is why we have constructed three research questions regarding how the organizations understand what valuable knowledge is, what factors that is influencing their knowledge transfer, and how these previously individual aspects can be further understood by applying the boundary object theory on knowledge transfer through information systems. From a multi case study with semi structured interviews we could collect a valuable collection of empirical data, that was collected from six respondents representing three organizations. By applying the interpretive and social constructivist research philosophy with an abductive methodological approach, previous research and the boundary object theory in combination with the theory of knowledge creation we could analyze our empirical data. Our study shows that the perspective on valuable knowledge is something with direct relation to ITIL, and highly connected to what its contribution is to the core business that the IT-service organization is helping. Valuable knowledge is also seen as stored knowledge. We can from our study also see that there are four predominant forces influencing the knowledge transfer process. We identified that the overall perspective on what knowledge is in the organization, how and what the organization values as knowledge, the ITIL framework and their knowledge management strategy directly influenced knowledge transfer. Our main finding in this study is that when organizations are transferring knowledge through information systems the individual perspective on both knowledge, knowledge creation and the knowledge transfer is one of the most important to keep in mind. The knowledge in the information systems is a way to communicate among individuals, and a way to translate one individual’s knowledge to another, hence is the individual creating the knowledge an important factor to acknowledge. We can see that aspects such as experiences, skills, insights, purposes, perspectives and contextual understandings highly influence the knowledge being created, hence the possibility to create rich knowledge at the receiver of knowledge. These aspects also influence whether the stored knowledge has any tacit elements, which seems to facilitate learning more for the receiving individual.

Made available in DSpace on 2010-04-20T20:19:47Z (GMT). No. of bitstreams: 1 176599.pdf: 876932 bytes, checksum: ef8000a8886de223bc1442221f883479 (MD5) Previous issue date: 2008-04-29T00:00:00Z / Internet Banking has an increasingly role for banks and its related strategies for reducing costs, expansion and retention of user base, new business, innovation, among others. This study seeks to assess to what extent the IT management processes applied to the Internet Banking service in a retail bank are aligned with its business strategy and are effective to meet users’ quality expectations. A qualitative approach was used, through a case study on a major Brazilian financial bank. Its IT infrastructure management processes and metrics have been studied, and interviews applied to managers and analysts in the IT area. Findings suggest that the use of Internet Banking service availability as the driver of strategic alignment between IT and business areas can result in improvements in users’ satisfaction, represented by the evolution of complaints related to the Internet Banking service. / O Internet Banking assume um papel cada vez mais importante para os bancos, estando relacionado com estratégias de redução de custos, ampliação e retenção da base de usuários, possibilidade de novos negócios, inovação, entre outras. Este estudo procura avaliar em que medida os processos de gestão de TI aplicados ao serviço de Internet Banking em um banco de varejo estão alinhados com sua estratégia de negócios e se são eficazes em atender a expectativa de qualidade de seus usuários. Neste trabalho foi utilizada uma abordagem qualitativa através do estudo de caso em uma grande instituição financeira nacional, a partir da análise de seus processos e indicadores de gestão de infra-estrutura de TI e de entrevistas semi-estruturadas aplicadas a gerentes e analistas da área de tecnologia. Os resultados sugerem que a utilização da variável disponibilidade de acesso do serviço de Internet Banking como métrica diretora do alinhamento estratégico entre as áreas de TI e as áreas de negócio pode acarretar melhorias na satisfação dos usuários, representadas pela evolução do índice mensal de reclamações do serviço.

Made available in DSpace on 2016-12-23T14:33:41Z (GMT). No. of bitstreams: 1 Andre Costa - Dissertacao - parte 1.pdf: 1053237 bytes, checksum: 8e90f2576db5227bb4eb33f34158733a (MD5) Previous issue date: 2008-08-15 / This work presents a domain conceptual model of ITIL Service Level Management by using foundational ontologies, and also presents the application of the definied concepts in this model in the service provider module of Infraware context-aware service platform. The study of the ITIL service management process and conceptual modeling of this domain is an attempt to give the first steps in what refers to the formalization of this domain concepts and its use in context-aware service platforms, in particular. A case study is presented to validate the model and to verify its applicability in the generation of management information and of control to the service provider module of the platform and its customers / Este trabalho apresenta um modelo conceitual do domínio do processo de Gerenciamento de Nível de Serviço da biblioteca ITIL utilizando ontologias de fundamentação, e a aplicação dos conceitos definidos neste modelo no módulo provedor de serviço da plataforma de serviços sensíveis ao contexto Infraware. O estudo do processo de gerenciamento de serviços ITIL e a modelagem conceitual deste domínio visam dar os primeiros passos no que se refere à formalização dos conceitos deste domínio e a sua utilização em plataformas de serviços sensíveis ao contexto, em particular. Um estudo de caso é desenvolvido como forma de validar o modelo e de comprovar sua aplicabilidade na geração de informações de gerenciamento e de controle para o módulo provedor de serviço da plataforma e para seus clientes

This thesis maps the situation in information technology management on the interface between informational services delivery and business users with focus on one of the key roles -- service owner. From the theoretical point of view it's done on the basis of common IT methodologies, from the practical point of view on the basis of comparison of four insurance companies. The thesis concludes possible definitions of the role with regard to benefits achievable for the studied companies.