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.

This master's thesis explores the topic of guidance for the COBIT framework and ITIL library in the context of business process management. It encompasses various process modelling languages and diagrams for companies active in information and communication technologies. Through the selected ARIS tool set and the mapping of all 64 processes, the establishment of individual processes can now be achieved, which is explained by modelling a total of 101 diagrams. The thesis also contains an example of process deployment for a selected company, which is accompanied by an implementation of a dashboard application that monitors the ticket flow of service operation processes.

Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.

Small/medium sized public sector IT organisations combine several characteristics that difficult the effective use of an IT strategy. Research has reported small/medium sized organisations as using unstructured and informal IT management initiatives, which frequently leads to inexistent or incipient use of IT strategy. On the other hand, for public sector the use of robust management is relevant in order to ensure transparency/accountability and facilitate the obtainment of resources. However, the instability that governmental changes create to the management of municipalities as organisation does not contribute to it. With the context described the use of IT strategy is challenged in these types of organisations. IT strategy management discusses the processes/practices to develop, improve and monitor IT strategy. This is a perspective with specific processes and practices at different managerial levels (strategic, tactical and operational) that give a structure in order to produce an IT strategy. This concept provides a systematic alternative to deal with IT strategy that can support to the craft of developing a strategy. The recent introduction of the IT strategy topic in IT service management has made a contribution to this area. Therefore the use of IT strategy management following a service perspective could be a straightforward alternative to deal with IT strategy in small/medium sized IT organizations of the public sector. However, the proposals of IT service management and IT strategy management are defined to be used for IT organisations in a mature stage, which is something demanding and ambitious for the organisations that are being studied. Therefore, this research proposes an approach to use IT strategy management concept with a service perspective in these types of organisations. This thesis presents the research work implemented in order to develop alternatives for analysing IT strategy management practices in small/medium sized public sector IT organisations. The results of this work are two artefacts: a method (AITSS method) and a maturity model. Both artefacts deal with the analysis of IT strategy management using two complementary approaches. The AITSS method proposes an operational-tactical-orientated alternative to address IT strategy management in the context of small/medium sized IT organisations. The maturity model proposes a more strategy orientated alternative for improving the organisational situation of public sector IT organizations. The maturity model can be used to have a perspective of IT strategy management and the assets and environmental factors related to it; the AITSS method can be used to assess more specific practices for IT strategy management at individual level. The method and maturity model were developed following a design science approach from a qualitative perspective, considering as the unit of analysis the IT organisations of the Nicaraguan municipal governments, which therefore were used to define the context considered in this research. The main contributions to this research are, from a practical perspective, the artefacts designed for its suitability in a context that has been disregarded in previous research, and from a theoretical perspective the contextual knowledge used to design the proposed method. As consequence of this study it was observed the relevance of the context for the harnessing of IT management frameworks which are generally assumed as generic solutions for any context, but in practice are challenged for it. / QC 20111212. Sponsored by the Swedish International Development Agency (SIDA)

Цель работы – разработка, реализация и внедрение системы управления IT-услугами, позволяющей повысить качество и скорость работы технического отдела компании. Объект исследования – класс ITSM-систем, позволяющих управлять работой IT-отдела компании. Методы исследования: анализ и сравнение существующих систем управления IT-услугами; анализ современных средств разработки WEB-приложений; тестирование разрабатываемой системы на реальных пользователях и реальных данных. Результаты работы: разработана система управления IT-услугами (ITSM) для компании по предотвращению магазинных краж. Доказана эффективность внедрения новой системы. Выпускная квалификационная работа выполнена в текстовом редакторе Microsoft Word и представлена в твёрдой копии. / The goal of the work is to develop, implement and implement an IT service management system that will improve the quality and speed of work of the company’s technical department. The object of study is a class of ITSM systems that allow you to manage the work of a company’s IT department. Research methods: analysis and comparison of existing IT service management systems; analysis of modern WEB application development tools; testing the developed system on real users and real data. Work results: an IT service management (ITSM) system was developed for a shoplifting prevention company. The effectiveness of implementing the new system has been proven. The final qualifying work was completed in the text editor Microsoft Word and presented in a hard copy.

Information technology has become increasingly important to individuals and organizations alike. Not only does IT allow us to do what we always did faster and more effectively, but it also allows us to do new things, organize ourselves differently, and work in ways previously unimaginable. However, these advantages come at a cost: as we become increasingly dependent upon IT services, we also demand that they are continuously and uninterruptedly available for use. Despite advances in reliability engineering, the complexity of today's increasingly integrated systems offers a non-trivial challenge in this respect. How can high availability of enterprise IT services be maintained in the face of constant additions and upgrades, decade-long life-cycles, dependencies upon third-parties and the ever-present business-imposed requirement of flexible and agile IT services? The contribution of this thesis includes (i) an enterprise architecture framework that offers a unique and action-guiding way to analyze service availability, (ii) identification of causal factors that affect the availability of enterprise IT services, (iii) a study of the use of fault trees for enterprise architecture availability analysis, and (iv) principles for how to think about availability management. This thesis is a composite thesis of five papers. Paper 1 offers a framework for thinking about enterprise IT service availability management, highlighting the importance of variance of outage costs. Paper 2 shows how enterprise architecture (EA) frameworks for dependency analysis can be extended with Fault Tree Analysis (FTA) and Bayesian networks (BN) techniques. FTA and BN are proven formal methods for reliability and availability modeling. Paper 3 describes a Bayesian prediction model for systems availability, based on expert elicitation from 50 experts. Paper 4 combines FTA and constructs from the ArchiMate EA language into a method for availability analysis on the enterprise level. The method is validated by five case studies, where annual downtime estimates were always within eight hours from the actual values. Paper 5 extends the Bayesian prediction model from paper 3 and the modeling method from paper 4 into a full-blown enterprise architecture framework, expressed in a probabilistic version of the Object Constraint Language. The resulting modeling framework is tested in nine case studies of enterprise information systems. / Informationsteknik blir allt viktigare för både enskilda individer och för organisationer. IT låter oss inte bara arbeta snabbare och effektivare med det vi redan gör, utan låter oss också göra helt nya saker, organisera oss annorlunda och arbeta på nya sätt. Tyvärr har dessa fördelar ett pris: i takt med att vi blir alltmer beroende av IT-tjänster ökar också våra krav på att de är ständigt tillgängliga för oss, utan avbrott. Trots att tillförlitlighetstekniken går framåt utgör dagens alltmer sammankopplade system en svår utmaning i detta avseende. Hur kan man säkerställa hög tillgänglighet hos IT-tjänster som ständigt byggs ut och uppgraderas, som har livscykler på tiotals år, som är beroende av tredjepartsleverantörer och som dessutom måste leva upp till verksamhetskrav på att vara flexibla och agila? Den här avhandlingen innehåller (i) ett arkitekturramverk som på ett unikt sätt kan analysera IT-tjänsters tillgänglighet och ta fram rekommenderade åtgärder, (ii) ett antal identifierade kausalfaktorer som påverkar IT-tjänsters tillgänglighet, (iii) en studie av hur felträd kan användas för arkitekturanalys av tillgänglighet samt (iv) en uppsättning principer för beslutsfattande kring tillgänglighet. Avhandlingen är en sammanläggningsavhandling med fem artiklar. Artikel 1 innehåller ett konceptuellt ramverk för beslutsfattande kring IT-tjänsters tillgänglighet som understryker vikten av variansen hos nertidskostnaderna. Artikel 2 visar hur ramverk för organisationsövergripande arkitektur (s.k. enterprise architecture -- EA) kan utvidgas med felträdsanalys (FTA) och bayesianska nätverk (BN) för analys av beroenden mellan komponenter. FTA och BN är bägge etablerade metoder för tillförlitlighets- och tillgänglighetsmodellering. Artikel 3 beskriver en bayesiansk prediktionsmodell för systemtillgänglighet, baserad på utlåtanden från 50 experter. Artikel 4 kombinerar FTA med modelleringselement från EA-ramverket ArchiMate till en metod för tillgänglighetsanalys på verksamhetsnivå. Metoden har validerats i fem fallstudier, där de estimerade årliga nertiderna alltid låg inom åtta timmar från de faktiska värdena. Artikel 5 utvidgar den bayesianska prediktionsmodellen från artikel 3 och modelleringsmetoden från artikel 4 till ett fullständigt EA-ramverk som uttrycks i en probabilistisk version av Object Constraint Language (OCL). Det resulterande modelleringsramverket har testats i nio fallstudier på verksamhetsstödjande IT-system. / <p>QC 20120912</p>

台灣資訊服務業的興起，係源自於企業需要資訊服務以解決重複性作業及複雜的管理面問題，以及過去外商進入台灣市場促成產業的競爭發展。台灣資訊服務業者普遍存在有營運資本小、資源有限、產業鏈分工界線不明確的先天體質問題，又同時面臨內需市場小、進入障礙低、競爭者眾之環境面挑戰，在對外開拓國際市場時，又得面對瞬息萬變的環境競爭因素。 資通訊科技服務係為國家基礎建設，資通訊服務是伴隨著商業應用需求而來。繼電子、資訊及通訊產品發展成為占有台灣高達3成外銷比重之後，政府已將資訊服務業列入重點推動產業，期許能在既有的硬體產業優勢下，結合資訊服務業者於軟體質量的提升，打造台灣核心競爭優勢。尤其是資訊服務產業中占比重最高之系統整合業者，應如何建立核心競爭優勢，推出具競爭力的產品服務，建立與產業客戶的長期合作關係，並確保在利基市場上的交易競爭優勢，以求獲利與永續經營發展，是值得關切的議題。 本論文分析架構係以交易成本理論和策略行銷4C理論為基礎，以A公司個案分析為主軸。透過探討A公司發展歷程中如何建立4C行銷策略優勢，包括如何降低客戶之C1：外顯單位效益成本、C2：資訊搜尋成本、C3：道德危機成本，以及運用C4：專屬陷入成本等，以建立市場行銷優勢，並運用4C優勢，建立良性之4C循環，以求長期經營發展。A公司之行銷策略將可提供類似規模與背景的資訊服務業者參考之用。 研究分析A公司個案後，發現其4C循環策略為，建立C1優勢加強競爭力，藉由與C3優勢強者合作拓展通路以降低C2，在客戶端建立有利的C3和C4，並為符合客戶之C1需求，再強化C1之產品效用，建立更強的C3和C4；但其中最為注重C1，因為C1是競爭力的來源，是構成其他3個C的支撐點。 朝聚焦策略發展，並做好基礎技術研發和國際品質認證等基本功；對產品有明確之STP（Segmentation, Target, Positioning），並掌握市場動向之洞察力（street-smart insight），以對的產品切入對的市場（do it right），形成有利的4C循環，才能夠維持優於同業之表現。並在穩健創新經營原則下，掌握利基市場，因時因地制宜的運用4C行銷策略，才能確保4C競爭優勢。 / The advancement of Taiwan IT services is derived from the business needs for information service to solve duplicate activities and complicate management problems, and also contributed by the industrial competitions from foreign IT service companies’ entering Taiwan market. In Taiwan IT service industry there widely exist endowment problems like small operation capital, limited resources, vague supply chains, etc., and environmental challenges, such as the small domestic market, low industrial barrier, furious competitions, etc., and furthermore, there are changeable competition factors in exploring international markets. ICT services are the fundamental national infrastructure, and are accompanied by business application needs. As we know, electronic, information and communication products account for more than 30% of Taiwan exports. After this, with the expectation to create the core competitive strength for Taiwan, IT service industry is one of the key promotion targets chosen by the government, to combine the current hardware industrial strength with the upgrade of software quality and volume. Especially for system integration services, the majority type of IT service industry, it is always worthy to study how to build up its core competence, launch competitive product services, and establish long-term relationship with customers to ensure transaction strength in the niche market, gain profits and sustain for long. The research is based on the analysis framework of transaction cost theory, and strategic marketing 4C theory. The case study：Company A is the axis. By researching the development of Company A, to find how it can accumulate 4C strength, including how to lower customers’ external cost on utility, cost of information searches, cost of moral hazards, and better use cost of assets specificity to enter positive 4C cycles in the long run. Its marketing strategy can be used as a reference for the similar IT service companies. The finding of Company A’s 4C cycles is that, build up C1 power to strengthen its competitiveness, by alliance with C3 power enabled partners to lower C2, and establish customers positive C3 and C4. In the meantime, in accordance with the customer’s C1 needs to enforce the utility of C1, there is C3 and C4 competitiveness strengthened furthermore. Above all, it is suggested to focus on C1, and be aware that C1 is the source of competitiveness, and the leverage of other 3Cs. Deploy focus strategy, and elaborate the basic techniques of fundamental technology research and international quality assurance, with specific product STP（Segmentation, Target, Positioning）, street-smart insight and do-it-right, will form positive 4C cycles, which can result in better performance in the industry. Under the stable, innovative operation principles, catch niche markets and use strategic marketing 4C deliberately to ensure 4C competitive strength.