This paper addresses the question of how to make use of Enterprise Resource Planning (ERP) systems in companies in the process industry were there is a pervasive need of process standardization. ERP systems have the potential to contribute with standardization and integration of organizational data through an of-the-shelf solution. In practice results of ERP systems implementation has varied greatly. Considering their implications on business processes and the complexity of the systems this should not come as a surprise. ERP systems do not only imply standardization of data but also standardization of key processes in the company. The consequences on the individual organization are therefore hard to predict. Making strategic choices between different degrees of in-house developed systems, integration of solutions from many different suppliers or to only rely on the ERP systems consultants and their proposed implementation of solutions, can be a troublesome balance act. This paper describes a case study of the Swedish diary company Norrmejerier and the implementation of the ERP system IFS analyzed from a perspective of complex system and standardization. The use of IFS at Norrmejerier can be characterized as a loosely coupled integration with the ERP system as a central integration facilitator. This solution allowed the company to make use of standardization benefits, filling the need of special functionality and at the same time limiting the negative unexpected consequences such as decreased activity support and increased complexity. The key contributions of this paper are that it shows how ERP´s can contribute to standardization and integration efforts in IT environments with peculiar demands on functionality. Secondly it demonstrates how negative side effects related to implementation of ERP systems can be managed and limited.

The use of bring your own devices (BYOD) is a global phenomenon, and nowhere is it more evident than on a college campus. The use of BYOD on academic campuses has grown and evolved through time. The purpose of this qualitative multiple case study was to identify the successful strategies used by chief information officers (CIOs) to mitigate information technology infrastructure demands produced by student BYOD usage. The diffusion of innovation model served as the conceptual framework. The population consisted of CIOs from community colleges within North Carolina. The data collection process included semistructured, in-depth face-to-face interviews with 9 CIOs and the analysis of 25 documents, all from participant case organizations. Member checking was used to increase the validity of the findings. During the data analysis phase, the data were coded, sorted, queried, and analyzed obtained from semistructured interviews and organizational documentation with NVivo, a qualitative data analysis computer software package. Through methodological triangulation, 3 major themes emerged from the study: the importance of technology management tools, the importance of security awareness training, and the importance of BYOD security policies and procedures. These themes highlight successful strategies employed by CIOs. The implications for positive social change as a result of this study include creating a more positive experience for students interacting with technology on campus. Effects on social change will also arise by increasing a student's mindfulness through security awareness programs, which will empower the student to take more control of their online presence and as they pass that information along to family and friends.

For organizations that handle sensitive information, IT governance and information security are necessities in order to maintain credibility and to conduct its business efficiently. There are several known processes to increase security governance – which is a fusion of information security and IT governance. This master thesis examines if organizations use recognized processes and if it in that case would lead to higher security. The study is qualitative and conducted in the financial sector and based on Best Practice frameworks of the security governance in Swedish banks. Data collection was done through interviews and surveys that were triangulated to get a gathered picture of the quality of the security governance activities. The questionnaire surveys were graded according to the Likert scale. This work shows that banks use the processes described in the theory section, Chapter 3, and that they have adapted them to the business. The results from both the interviews and questionnaires show that Bank 3 has a high degree of security governance in the organization. This bank also had good cooperation and communication between the business and the IT side - they worked well aligned. There are clear indications that show that the banks take the methods and processes described in the study into consideration, but that they were adapted to the banks' operations. It is important that business and IT find meeting places - both parties need to contribute with their expertise to achieve the best possible outcome - a safe basis for security governance.

Increasing employee involvement in innovation activities opens up for opportunities to apply previously unused resources within established employee network connections. Despite identified possible outcomes from increasing participation, no previous research investigating how an IT infrastructure company can increase employee involvement in innovation activities exist. Therefore, this thesis investigates how a market-leading, Nordic IT infrastructure company can increase their employee participation in innovation activities through becoming a High Involvement Innovation Organisation, and the purpose of the thesis is to develop a recommendation of actions to take to increase employee involvement. To fulfil the purpose of the thesis, a single case study consisting of semi-structured interviews and two quantitative surveys was conducted. The project was initiated by an extensive literature search of the six identified main fields within High Involvement Innovation; Management support, Communication, Resource allocation, Competence development, Incentives and Measurements & KPI’s. The results from the study show a lack of sufficient communication and management support to be the main challenges for companies to conquer, as is confirmed in the literature. The conclusion is that the investigated firm has good preconditions to increase their employee involvement in innovation, and the provided recommendation consists of five actions for the firm to take; Communicate the urgency of innovation, implement a feedback system, stimulate the competitive culture through a recognition system, establish measurable innovation KPI’s and develop educational plans targeting innovation. / Ökat engagemang hos medarbetare i innovationsaktiviteter öppnar upp för möjligheter att tillämpa tidigare oanvända resurser inom etablerade nätverk för medarbetare. Trots att ökat deltagande medför identifierade möjligheter finns det ingen tidigare forskning som undersöker hur ett företag inom IT-infrastruktur kan öka medarbetarnas engagemang i innovationsaktiviteter. Därför undersöker denna avhandling hur ett marknadsledande, nordiskt IT-infrastrukturföretag kan öka sina medarbetares deltagande i innovationsaktiviteter genom att bli en High Involvement Innovation Organisation, och syftet med avhandlingen är att utveckla en rekommendation innehållande åtgärder att vidta för att öka medarbetarnas engagemang. För att uppfylla syftet med avhandlingen genomfördes en fallstudie hos ett företag bestående av semistrukturerade intervjuer och två kvantitativa enkäter. Projektet inleddes av en omfattande litteratursökning av de sex identifierade huvudområdena inom High Involvement Innovation; Ledningsstöd, Kommunikation, Resursallokering, Kompetensutveckling, Incitament samt Mätningar och KPI:er. Resultatet från studien visar att avsaknaden av tillräcklig kommunikations och ledningsstöd är de viktigaste utmaningarna för företag att övervinna, vilket bekräftas i litteraturen. Slutsatsen är att det undersökta företaget har goda förutsättningar för att öka sina anställdas engagemang i innovation, och den tillhandahållna rekommendationen består av fem åtgärder för företaget att vidta; Kommunicera hur brådskande innovation är, Implementera ett feedback-system, Stimulera tävlingsinstinkten genom ett system för uppskattning, Etablera mätbara innovativa KPI: er samt Utveckla utbildningsplaner som är inriktade på innovation.

This study examines the potential of Cloud Computing in enhancing incident response in IT security. It explores how cloud computing features, such as rapid elasticity and on-demand self-service, can positively impact IT infrastructure decisions during incident response scenarios. Through interviews with IT security consultants, insights are gathered on the interplay between incident response and Cloud Computing. The research findings highlight the significant economic impact of security incidents that emerges as a critical concern for organizations. Furthermore, the study reveals that the aftermath of an incident presents a unique opportunity to strengthen an organization's security posture, which aligns with the theory that security measures are often perceived as unnecessary until a breach occurs. This study demonstrates that leveraging cloud computing characteristics can yield several advantages for IT infrastructure decisions in incident response scenarios in terms of speed and efficiency, and that Cloud Computing offers the potential for improved visibility, ease of investigation, and inherent security measures. However, organizations need to address the challenge of acquiring the necessary expertise to securely utilize cloud resources. The time aspect emerges as a prominent benefit, as cloud resources can be rapidly provisioned compared to the lengthy process of acquiring and implementing hardware. Overall, cloud computing presents a viable option for rebuilding IT infrastructure after security incidents, particularly when functional backups are lacking.

In a growing digital economy, where demands for network services and competition from various communication-over-the-network service providers intensify, telecommunication companies need to keep up in an ever-changing environment. As there is a need to reduce time-to-market for new network services, agility becomes restrained by having to operate within large legacy IT infrastructure environments. While agile methodologies in modern time have attained recognition in the field of software development for the way they help to manage changing customer demands and deliver early value incontinuous increments, it is yet uncertain how agile methodologies can best be adopted for IT infrastructure deliveries to achieve the same purpose. Hence, this study explores how legacy IT infrastructure can be transformed in an agile way into modernized infrastructure landscapes supporting the business with fast enough development, release and deployment of new network services in demand. More precisely, the study investigates how larger IT infrastructure transformation projects can be executed by the help of agile practices. In order to investigate this, the study carries out a case study at Telia Company, a large Nordic incumbent telecommunications company possessing a big legacy of IT infrastructure. The study conducts internal interviews with Telia employees as well as external interviews with agile experts. Also, benchmarking is conducted with a well-established Swedish bank to better understand the challenges and how agile practices can best be applied.The study concludes that agile practices influenced by agile frameworks Scrum and Kanban can advantageously be applied at team level for more agile execution. However, the surrounding organizational business landscape greatly sets the limits for agile deliveries, due to dependencies on cooperation from the business side in the execution phase and the need to be aligned with business needs and stakeholder requirements. Further, the study also shows that the application of agile practices at team level in combination with a close dialogue with stakeholders and a scaled agile approach requiring investing in automation, is the key for more agile infrastructure deliveries. In this way, aligned end-to-end delivery processescan be better developed and infrastructure needs better understood and implemented at the right time. As a contribution, the study proposes a model with inspiration from agile frameworks Scrum, Kanban and SAFe, for how this may work in practice. / I en växande digital ekonomi, kännetecknad av intensifierad efterfrågan på nätverkstjänster och konkurrens från diverse aktörer som erbjuder kommunikationstjänster över nätverket, behöver telekommunikationsföretag hålla uppe takten i den snabbföränderliga omgivningen. Samtidigt som det finns behov av att minska tid till marknad för nätverkstjänster, blir snabbheten återhållsam på grund av att man måste jobba i miljöer med stora IT infrastrukturs-arv. Agila metoder har i modern tid blivit erkända inom mjukvaruutveckling för hur de hjälper att hantera föränderliga kundbehov och kontinuerligt leverera tidigt värde inkrementellt. Dock råder det fortfarande ovisshet kring hur agila metoder kan tillämpas bäst inom IT infrastrukturs-leveranser för att uppnå samma ändamål. Följaktligen utforskar denna studie hur IT infrastrukturs-arv agilt kan bli transformerade till moderniserade infrastrukturs-landskap som stödjer verksamheten med tillräckligtsnabb utveckling, lansering och spridning av efterfrågade nätverkstjänster. Mer exakt undersökerstudien hur större IT infrastrukturs-projekt kan bli genomförda med hjälp av agila arbetssätt efter en initial projektplanering. För att undersöka detta genomförs en fallstudie på Telia Company, som är ett etablerat nordiskt telekommunikationsföretag och som har ett stort arv av IT-infrastruktur. Studien inkluderar interna intervjuer med Telia anställda såväl som externa intervjuer med agila experter. Även en benchmarkundersökning med en väletablerad svensk bank utförs för att bättre förstå utmaningarna och hur agila arbetssätt kan bli tillämpade på bästa sätt. Studien drar slutsatsen att agila arbetssätt med influens av de agila ramverken Scrum och Kanbanmed fördel kan bli tillämpade på team-nivå för mer agila verkställanden. Dock begränsas agila leveranser till stor del av det omgivande verksamhetslandskapet. Detta på grund av beroenden av samarbeten från verksamheten i olika utförande-moment och behovet av att vara sammanvävd med verksamhetsbehov och intressentkrav i leveranserna. Sammanfattningsvis menar studien att tillämpningen av agila arbetssätt på team-nivå i kombination med en nära dialog med intressenter samt ett initiativ för att skala agilt, är nyckeln för mer agila infrastrukturs-leveranser. För att uppnå detta, krävs även investering inom automation. På så vis kan end-to-end-strukturerade leveransprocesser bli bättre utvecklade och infrastrukturs-behov bättre förstådda och implementerade i rätt tid. Som ett bidrag föreslår studien en modell för hur detta kan fungera i praktiken, med inspiration från de agila ramverken Scrum, Kanban och SAFe.

Existem diversas pesquisas que tratam o assunto do processo de implementação dos Sistemas de Gestão Empresarial (SGE) no setor empresarial. A maioria delas focalizada no planejamento e o controle do gerenciamento no contexto formativo e abrangente que as envolve. Contudo, ainda existe uma lacuna ao estudar o processo de implementação nas pequenas e médias empresas que tenham orientação empreendedora. Devido ao fato de que estas empresas encontram-se num ambiente descontrolado, evidenciando saídas de rumo diante qualquer planejamento (drifting), tornam-se interessante os estudos de caso neste setor. Sendo assim, compreender como acontece o processo de implementação de um SGE e quais são as práticas que podem ser executadas para promover sua utilização sucedida é o foco deste trabalho de pesquisa. Para tanto foram utilizados os conceitos teóricos trazidos pelo trabalho de Ciborra (2002, 2000, 1999) em conjunto com a abordagem da Teoria do Ator- Rede (TAR) proposta pelo Latour (2005), Callon (1998) e Law (1992). O trabalho mostra a forma de utilização da TAR, evidencia os conceitos trazidos pelo Ciborra (2002, 2000, 1999) e propõe práticas para promover a utilização dos SGE para a fornecedora do estudo. Além disso, demonstra a necessidade de fazer mais pesquisas, no setor empresarial objeto deste estudo, uma vez que este tipo de empresa não aplica as melhores práticas mostradas nas diversas pesquisas apresentadas na literatura. Assim também, sugere-se a continuação deste estudo analisando outros atores que introduzam o ambiente tecnológico, econômico e social desse setor para poder identificar outros motivos pelos quais os atores executaram e fizeram as escolhas relatadas, pois com a TAR estudou-se a interação entre os atores envolvidos no processo de implementação do SGE, apresentando uma descrição de como foi construído esse processo. / There are several researches that deal with the matter of ERP implementation process on enterprise sector. Most of them focused on planning management control on overarching formative context that involves them. However, there is still a gap when a study is made on implementation for small and medium sized companies with entrepreneur orientation. Because these companies are settled in a non-controlled environment, noticing miss-routing upon any planning (drifting), it is interesting to have case studies in this sector. Thus, understanding how ERP implementation process is made and which are the procedures that can be applied to promote a succeed utilization is the focus of this research work. For this, it has been used theorical concepts brought by the work of Ciborra (2002, 2000, 1999) and the theorical approach of actor-network theory (ANT) proposed by Latour (2005), Callon (1998) and Law (1992). This work has shown the utilization of the ANT, it has evidenced the concepts brought by Ciborra (2002, 2000, and 1999) and suggests practices to promote the utilization of ERP for the supplier followed on this study. Besides, it is suggested to continue this study by introducing actors that represents the technological, economical and social environment of the studied sector to identify others reasons for actors’ options, once with the ANT was shown the interaction between the actors during the implementation process as a description of how the process was constructed as a result of this interaction.

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.

Existem diversas pesquisas que tratam o assunto do processo de implementação dos Sistemas de Gestão Empresarial (SGE) no setor empresarial. A maioria delas focalizada no planejamento e o controle do gerenciamento no contexto formativo e abrangente que as envolve. Contudo, ainda existe uma lacuna ao estudar o processo de implementação nas pequenas e médias empresas que tenham orientação empreendedora. Devido ao fato de que estas empresas encontram-se num ambiente descontrolado, evidenciando saídas de rumo diante qualquer planejamento (drifting), tornam-se interessante os estudos de caso neste setor. Sendo assim, compreender como acontece o processo de implementação de um SGE e quais são as práticas que podem ser executadas para promover sua utilização sucedida é o foco deste trabalho de pesquisa. Para tanto foram utilizados os conceitos teóricos trazidos pelo trabalho de Ciborra (2002, 2000, 1999) em conjunto com a abordagem da Teoria do Ator- Rede (TAR) proposta pelo Latour (2005), Callon (1998) e Law (1992). O trabalho mostra a forma de utilização da TAR, evidencia os conceitos trazidos pelo Ciborra (2002, 2000, 1999) e propõe práticas para promover a utilização dos SGE para a fornecedora do estudo. Além disso, demonstra a necessidade de fazer mais pesquisas, no setor empresarial objeto deste estudo, uma vez que este tipo de empresa não aplica as melhores práticas mostradas nas diversas pesquisas apresentadas na literatura. Assim também, sugere-se a continuação deste estudo analisando outros atores que introduzam o ambiente tecnológico, econômico e social desse setor para poder identificar outros motivos pelos quais os atores executaram e fizeram as escolhas relatadas, pois com a TAR estudou-se a interação entre os atores envolvidos no processo de implementação do SGE, apresentando uma descrição de como foi construído esse processo. / There are several researches that deal with the matter of ERP implementation process on enterprise sector. Most of them focused on planning management control on overarching formative context that involves them. However, there is still a gap when a study is made on implementation for small and medium sized companies with entrepreneur orientation. Because these companies are settled in a non-controlled environment, noticing miss-routing upon any planning (drifting), it is interesting to have case studies in this sector. Thus, understanding how ERP implementation process is made and which are the procedures that can be applied to promote a succeed utilization is the focus of this research work. For this, it has been used theorical concepts brought by the work of Ciborra (2002, 2000, 1999) and the theorical approach of actor-network theory (ANT) proposed by Latour (2005), Callon (1998) and Law (1992). This work has shown the utilization of the ANT, it has evidenced the concepts brought by Ciborra (2002, 2000, and 1999) and suggests practices to promote the utilization of ERP for the supplier followed on this study. Besides, it is suggested to continue this study by introducing actors that represents the technological, economical and social environment of the studied sector to identify others reasons for actors’ options, once with the ANT was shown the interaction between the actors during the implementation process as a description of how the process was constructed as a result of this interaction.

Existem diversas pesquisas que tratam o assunto do processo de implementação dos Sistemas de Gestão Empresarial (SGE) no setor empresarial. A maioria delas focalizada no planejamento e o controle do gerenciamento no contexto formativo e abrangente que as envolve. Contudo, ainda existe uma lacuna ao estudar o processo de implementação nas pequenas e médias empresas que tenham orientação empreendedora. Devido ao fato de que estas empresas encontram-se num ambiente descontrolado, evidenciando saídas de rumo diante qualquer planejamento (drifting), tornam-se interessante os estudos de caso neste setor. Sendo assim, compreender como acontece o processo de implementação de um SGE e quais são as práticas que podem ser executadas para promover sua utilização sucedida é o foco deste trabalho de pesquisa. Para tanto foram utilizados os conceitos teóricos trazidos pelo trabalho de Ciborra (2002, 2000, 1999) em conjunto com a abordagem da Teoria do Ator- Rede (TAR) proposta pelo Latour (2005), Callon (1998) e Law (1992). O trabalho mostra a forma de utilização da TAR, evidencia os conceitos trazidos pelo Ciborra (2002, 2000, 1999) e propõe práticas para promover a utilização dos SGE para a fornecedora do estudo. Além disso, demonstra a necessidade de fazer mais pesquisas, no setor empresarial objeto deste estudo, uma vez que este tipo de empresa não aplica as melhores práticas mostradas nas diversas pesquisas apresentadas na literatura. Assim também, sugere-se a continuação deste estudo analisando outros atores que introduzam o ambiente tecnológico, econômico e social desse setor para poder identificar outros motivos pelos quais os atores executaram e fizeram as escolhas relatadas, pois com a TAR estudou-se a interação entre os atores envolvidos no processo de implementação do SGE, apresentando uma descrição de como foi construído esse processo. / There are several researches that deal with the matter of ERP implementation process on enterprise sector. Most of them focused on planning management control on overarching formative context that involves them. However, there is still a gap when a study is made on implementation for small and medium sized companies with entrepreneur orientation. Because these companies are settled in a non-controlled environment, noticing miss-routing upon any planning (drifting), it is interesting to have case studies in this sector. Thus, understanding how ERP implementation process is made and which are the procedures that can be applied to promote a succeed utilization is the focus of this research work. For this, it has been used theorical concepts brought by the work of Ciborra (2002, 2000, 1999) and the theorical approach of actor-network theory (ANT) proposed by Latour (2005), Callon (1998) and Law (1992). This work has shown the utilization of the ANT, it has evidenced the concepts brought by Ciborra (2002, 2000, and 1999) and suggests practices to promote the utilization of ERP for the supplier followed on this study. Besides, it is suggested to continue this study by introducing actors that represents the technological, economical and social environment of the studied sector to identify others reasons for actors’ options, once with the ANT was shown the interaction between the actors during the implementation process as a description of how the process was constructed as a result of this interaction.