Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services. / The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management / +46762509249

This diploma thesis describes possible solutions of IT infrastucture optimizing using new technologies, such as cloud computing, desktop virtualization and providing software as a service. It gives an analysis of the actual state of IT infrastucture in organization and drafts a suitable economical and system solution. It also describes individual areas of information technologies and their advantages. Finally, it focuses on selecting the most suitable technology with the assessment of its economic benefit for the company.

La quantité de données produites dans le monde scientifique comme dans le monde commercial, est en constante augmentation. Le domaine du traitement de donnée à large échelle, appelé “Big Data”, a été inventé pour traiter des données sur de larges infrastructures informatiques distribuées. Mais l’intégration de système Big Data sur des machines de calcul intensif pose de nombreux problèmes. En effet, les gestionnaires de ressources ainsi que les systèmes de fichier de super calculateurs ne sont pas penser pour ce type de travail. Le sujet de cette thèse est de trouver la meilleure approche pour faire interagir ces deux gestionnaires de ressources et de traiter les différents problèmes soulevés par les mouvements de données et leur ordonnancement. / The amount of data produced, either in the scientific community and the commercial world, is constantly growing. The field of Big Data has emerged to handle a large amount of data on distributed computing infrastructures. High-Performance Computer (HPC) infrastructures are made for intensive parallel computations. The HPC community is also facing more and more data because of new high definition sensors and large physics apparatus. The convergence of the two fields is currently happening. In fact, the HPC community is already using Big Data tools, but they are not integrated correctly, especially at the level of the file system and the Resources and Job Management System (RJMS).In order to understand how we can leverage HPC clusters for Big Data usage, and what are the challenges for the HPC infrastructures, we have studied multiple aspects of the convergence: we have made a survey on the software provisioning methods, with a focus on data-intensive applications. We also propose a new RJMS collaboration technique called BeBiDa which is based on 50 lines of code whereas similar solutions use at least 1000x more. We evaluate this mechanismon real conditions and in a simulation with our simulator Batsim.

In response to the ever-intensifying urgency for environmental preservation, the imperative for sectors with substantial carbon footprints to adapt and drive the transition to a low carbon economy is apparent. Sustainability transitions, signifying systemic changes towards sustainable socio-technical systems, emerge as critical in this context, especially within the banking sector. This industry, anchored by its pervasive Information Technology (IT) infrastructure, stands as a key actor in the paradigm shift towards global sustainability. This study investigates the implications of the global transition towards net-zero emissions by 2050 for the IT strategy of banks. This transition necessitates significant changes in the banking sector’s practices, with a particular focus on reducing energy consumption and promoting sustainable operations. The paper presents an in-depth investigation of the factors that banks need to address when adapting their IT strategy to align with these imminent changes. The research methodology followed a qualitative research design, with semi-structured interviews conducted among banking sector practitioners serving as the primary data collection method. Additionally, the study applied the Technological-Organizational-Environmental (TOE) framework to analyze the adoption of sustainable practices in the banking sector. This framework allowed for a comprehensive understanding of the multifaceted nature of the transition towards net-zero emissions, considering the intertwined aspects of technology, organization, and environment. The findings of this research reveal significant insights into the key drivers and strategies required for banks as they make decisions about their IT strategies, particularly in response to the transition towards net-zero emissions. The urgency of environmental sustainability and its integration into strategic planning have emerged as primary drivers, leading to the adoption of Green IT for balancing operational efficiency with environmental responsibility. This strategy has influenced banks’ responses and adaptation by prompting introspective resource management, integrating sustainability into organizational culture, and shaping an environmentally conscious workforce. In conclusion, despite facing various complexities, banks are demonstrating resilience and adaptability in their transition towards sustainability, indicating a future of continuous innovation and transformative practices firmly rooted in sustainability. The findings from this research significantly contribute to the existing body of knowledge, offering deeper insights into the interplay between banking practices and the urgent transition towards net-zero emissions. Future research could further enrich this understanding byassessing the effectiveness of banks’ sustainability initiatives, their achievements against set sustainability targets, and the evolving role of Green IT in driving sustainable banking. / Det växande behovet av miljömässig hållbarhet markerar tydligt nödvändigheten för sektorer med storakoldioxidavtryck att anpassa sig och driva övergången till en ekonomi med minskade koldioxidutsläpp. Övergången till hållbarhet, som innebär systematiska förändringar mot hållbara socio-tekniska system, framstår som avgörande i detta sammanhang, särskilt inom banksektorn. Denna bransch, förankrad av sin omfattande IT-infrastruktur, är en viktig aktör i det paradigmskifte som leder mot global hållbarhet. Denna studie undersöker vad den globala övergången mot nettonollutsläpp fram till 2050 innebär för bankernas IT-strategier. Denna övergång kräver omfattande anpassningar inom banksektorn, med särskild inriktning på att minska energiförbrukningen och främja hållbara verksamhetsmetoder. Rapporten presenterar en djupgående undersökning av de faktorer som banker behöver ta hänsyn till när de anpassar sin IT-strategi för att möta dessa förestående förändringar. Studiemetoden följde en kvalitativ forskningsdesign, med semistrukturerade intervjuer genomförda bland experter och yrkesverksamma inom banksektorn som den primära metoden för datainsamling. Studien applicerade dessutom ramverket Technological-Organizational-Environmental (TOE) för att analysera införandet av hållbara praxis i banksektorn. Detta ramverk möjliggjorde en omfattande förståelse för den flerdimensionella naturen av övergången mot nettonollutsläpp, med hänsyn till de sammankopplade aspekterna av teknik, organisation och externa faktorer. Studiens resultat ger värdefulla insikter om de huvudsakliga drivkrafterna och strategierna som bankerna behöver för att fatta beslut om sina IT-strategier, särskilt i samband med övergången till nettonollutsläpp. Det kritiska behovet av miljömässig hållbarhet och dess integrering i strategisk planering har vuxit fram som centrala drivkrafter, vilket har lett till att Grön IT har antagits för att balansera operativ effektivitet med miljömässigt ansvarstagande. Denna strategi har påverkat bankers respons och anpassning genom att stödja självgranskande resurshantering, integrera hållbarhet i organisationskulturen, och forma en miljömedveten arbetskraft. Sammanfattningsvis, trots mångfald av utmaningar, visar banker motståndskraft och anpassningsförmåga i sin övergång mot hållbarhet, vilket indikerar en framtid av kontinuerlig innovation och omformande metoder som är starkt förankrade i hållbarhet. Resultaten från denna studie bidrar till det befintliga kunskapsfältet, och erbjuder djupare insikter i samspelet mellan bankpraxis och den kritiska övergången mot nettonollutsläpp. Framtida studier kan ytterligare berika denna förståelse genom att utforska effektiviteten i bankers hållbarhetsinitiativ, deras framsteg mot uppsatta hållbarhetsmål, och den utvecklande rollen för Grön IT i att driva hållbar bankverksamhet.

Thesis (MBA) -- University of Limpopo, 2022 / The purpose of this study was to investigate challenges faced by Supply Chain Management (SCM) officials in the implementation of the procurement process at the Limpopo Department of Agriculture and Rural Development in Sekhukhune and Capricorn District as per the approval by TREC. The researcher requested the Head of Department for the Limpopo Department of Agriculture and Rural Development to grant approval to conduct the study at Sekhukhune and Capricorn Districts. The Head of Department delegated the Departmental Research Committee to attend to the researcher’s request. The Departmental Research Committee advised the researcher and granted approval to conduct the study at Waterberg, Mopani and Vhembe District offices, since the researcher is working at Sekhukhune District sharing the same complex with Capricorn District office. A qualitative research method was used to collect data which was collected using structured interview questions. Participants in the study were officials working at Waterberg and Vhembe District. The researcher was unable to conduct research at Mopani District due to the unavailability of the participants. The findings revealed that SCM officials are not adequately trained but are still expected to deliver service efficiently and effectively. The study further revealed that there is a shortage of staff and SCM officials are struggling to deliver because of IT Infrastructure network problems. It was concluded that SCM Practitioners are facing some challenges in the implementation of the procurement process at Limpopo Department of Agriculture and Rural Development in Waterberg and Vhembe District offices. The respondents indicated that there is a shortage of staff and also that posts which are vacant are not given priority. In addition, the IT Infrastructure Network problem was a big challenge to SCM Practitioners since they are without network most of the time while their systems require daily network access. The research indicated that officials are not well trained and that there is lack of communication between the districts and Head office. It is recommended that vacant posts be filled immediately after the post becomes vacant and that the Department should develop a communication tool which will be circulated to all SCM officials. Management at head office is advised to arrange iv monthlymeetingsanda SCM forum inviting all SCM officials starting from the lower level upwards to address challenges and update each other about the new developments within the Unit. It is recommended that the Department of Agriculture and Rural Development introduce intensive Training programmes within the Department to ensure that SCM Practitioners remain well informed. It is also recommended that the Department of Agriculture and Rural Development make a concerted effort to train top management in order to solicit their full support to the districts. It is recommended that the Department develops its SCM policy. The Department is advised to install Wi-Fi to officials working for the Limpopo Department of Agriculture and Rural Development at all five Districts in order to promote effective and efficient service delivery. It is recommended that the Department should allocate all necessary Logis training to SCM officials before they get access to the system. The Department needs to work with Provincial Treasury on the allocation of the items which need to be procured e.g seed and seedling in order to speed up service delivery. It is recommended to the Department to appoint well qualified and experienced SCM officials to fill vacant posts, to offer training to officials who are already within the Unit and provide Bursaries to SCM officials to acquire long-term qualifications such as Diplomas and Degrees.

В современном мире рынок фотографических услуг развивается семимильными шагами. Фотосалоны и фотостудии особенно актуальны среди начинающих бизнесменов. Чтобы повысить продажи, многие компании все чаще предлагают возможность записать клиента онлайн с помощью CRM. CRM-система актуальна по разным причинам: развитие бизнес-процессов, роли интернета и использование мобильных устройств в бизнесе, развитие и удешевление технологий обработки данных и ИТ-инфраструктуры. И, конечно же, большую роль сыграл тот факт, что технические возможности CRM-систем достигли совершенства. Они позволяют отследить путь покупателя с момента первого контакта с ним для перепродажи. Она создает технологию продаж, связывая рекламу, аналитические инструменты и саму систему продаж в единую систему. Результаты выпускной квалификационной работы будут использованы в фотостудии при внедрении CRM-системы AppEvent. / In the modern world, the photographic services market is developing by leaps and bounds. Photo salons and photo studios are especially relevant among novice businessmen. To boost sales, many companies are increasingly offering the option to sign up a customer online using CRM. The CRM system is relevant for various reasons: the development of business processes, the role of the Internet and the use of mobile devices in business, the development and reduction of the cost of data processing technologies and IT infrastructure. And, of course, the fact that the technical capabilities of CRM systems have reached perfection played an important role. They allow you to track the path of the buyer from the moment of the first contact with him for resale. It creates sales technology by linking advertising, analytical tools and the sales system itself into a single system. The results of the final qualifying work will be used in the photo studio when implementing the AppEvent CRM system.

<p>The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction.</p><p>This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process.</p><p>Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius.</p><p>The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support.</p><p>A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information.</p><p>This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.</p> / <p>Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet.</p><p>Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen.  </p><p>Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius.</p><p>Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport.</p><p>För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information.</p><p>Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.</p>

För att uppnå ett långsiktigt hållbart samhälle krävs ekologisk, ekonomisk och social hållbar utveckling. Ett sätt att uppnå hållbarhet är genom digitalisering, men detta förutsätter att det finns robust och framtidssäker infrastruktur. Detta examensarbete syftar till att bidra med ökad kunskap om de möjligheter som kan skapas med hjälp av höghastighetsbredband genom fiber, samt att påvisa hur fiberutbyggnaden kan bidra till en hållbar utveckling. Genom att besvara de tre frågeställningarna ”Vilka möjligheter skapar höghastighetsbredband genom fiber?”, ”Vilka utmaningar finns för fiberutbyggnaden?” och ”Hur ska Sveriges kommuner arbeta för att underlätta fiberutbyggnaden och bidra till ett hållbart samhällsbyggande?” är målet att utreda olika lösningar för att uppnå hållbar samhällsplanering och samhällsbyggande genom digitalisering. De metoder som har valts för att framställa denna rapport är litteraturstudier, intervjuer, mailkontakt och möten med ett antal olika personer med olika positioner och roller inom offentlig sektor. Största delen av rapportens innehåll baseras på litteraturstudier från Sverige. Andra metoder som har tillämpats kompletterar litteraturstudien. Resultaten visade att höghastighetsbredband skapar nya möjligheter och bättre förutsättningar för vård och omsorg, utbildning, ökad tillväxt, minskad klimatpåverkan samt ekonomiska besparingar för privatpersoner och näringsverksamhet. Av resultaten framkom även att det finns ett antal faktorer som kan hindra utvecklingen av en effektiv utbyggnad av höghastighetsbredband. En utmaning är att skapa gemensam och enhetlig tillståndsprocess för marktillträde i Sveriges olika kommuner med olika geografiska skillnader och olika förutsättningar. En annan utmaning är att det saknas tillräcklig samverkan och samordning mellan olika offentliga myndigheter. Ökad samordning mellan olika interna funktioner, samt i vilken grad offentliga myndigheter samplanerar infrastrukturarbeten är viktiga delar för att lösa dessa utmaningar. Vidare är implementering av digitala system för hantering av kommunala tillståndsprocesser en effektiv lösning för att främja en hållbar samhällsutveckling. Slutsatsen av arbetet är att dagens och framtidens samhälle är beroende av välfungerande IT-infrastruktur. Det finns många hinder och utmaningar på vägen som måste lösas innan en hållbar samhällsutveckling kan uppnås. Med rätt planering, strategiskt arbete och helhetstänk kan dessa utmaningar omvandlas till helt nya möjligheter. / In order to achieve a long-term sustainable society, it requires ecological, economic and socially sustainable development. One way of achieving sustainability is through digitization, but this requires robust and future-proof infrastructure. This thesis aims to contribute to increased knowledge about the possibilities that can be created by using high-speed broadband through the fiber, as well as demonstrating how the development of fiber can contribute to sustainable development. By answering the three research questions "What opportunities create high-speed bandwidth through fiber?", "What challenges are there for fiber expansion?" and "How will Sweden's municipalities work to facilitate the fiber expansion and contribute to sustainable community building?" the goal is to investigate different solutions for achieving sustainable social planning and community building through digitization. The methods chosen to meet the objectives are literature studies, interviews, mail contacts and meetings with a number of different people with different positions and roles in the public sector. The majority of this report's content is based on literature studies from Sweden. Other methods that have been applied complement the literature study. The results showed that high-speed broadband creates new opportunities and better conditions for care and education, increased growth, reduced climate impact and economic savings for individuals and business. The results also revealed that there are a number of factors that could hinder the development of an efficient expansion of high-speed broadband. One challenge is to create a common and unified permission process for land access in Sweden's different municipalities, with different geographic differences and different conditions. Another challenge is that there are insufficient cooperation and coordination between different public authorities. By increasing coordination between various internal functions, as well as the extent to which public authorities jointly plan the infrastructure work is key components in addressing these challenges. Furthermore, implementation of digital systems for managing municipal permission processes is an effective solution for promoting sustainable social development. The conclusion of this thesis is that today's and tomorrow's society is dependent on well-functioning IT-infrastructure. There are many obstacles and challenges that must be solved before sustainable development can be achieved. With proper planning, strategic work, and a holistic thinking these challenges can be transformed into new possibilities.

This master's thesis deals with the design and implementation of optimization and monitoring of the server room. Optimization consists in designing access system and server room temperature measurement, automatic infrastructure start-up and power management, server and network infrastructure optimization, server virtualization management and network monitoring.

Jahresbericht der Universitätsbibliothek Chemnitz - Berichtsjahr 2000 / Annual report of the University Library of Chemnitz in 2000