Publicación a texto completo no autorizada por el autor / Describe la iniciativa de mejora del proceso de gestión de incidentes y de la función de gestión de aplicaciones bajo el enfoque ITIL para el cliente Corporación Grupo Romero. La fábrica de software, acondicionada para el cliente desde el año 2015, carecía de registros y de procesos formales de modo que le impedía conocer el estado de los requerimientos e incidentes atendidos. Para lograr la mejora planteada, se definieron procesos formales para la gestión de requerimientos y la gestión de incidentes. Así mismo, se lograron establecer cuatro indicadores que permitieron una lectura del estado de la fábrica: Indicador de tiempo máximo en días para la entrega de documentación pendiente, Indicador de cantidad de horas mensuales de la fábrica de software para el equipo SAP, el Indicador de cantidad de incidentes presentados en el mes y el Indicador de promedio de horas de atención de un requerimiento de la fábrica de software para el equipo SAP. Estos indicadores, junto a los procesos formales, permitieron establecer una mejora sustancial sobre dichos procesos enfocados en el marco ITIL. / Trabajo de suficiencia profesional

A gerência adequada de recursos e serviços de Tecnologia da Informação (TI) se tornou imperativa para o sucesso de organizações modernas. A Biblioteca de Infraestrutura de Tecnologia da Informação (Information Technology Infrastructure Library, ITIL) representa, nesse contexto, o framework mais popular para ajudar a alcançar esse fim. Para lidar com mudanças em TI, a ITIL define o processo de gerência de mudanças (change management), cujo principal objetivo é garantir que métodos e procedimentos padronizados são utilizados para o tratamento imediato e eficiente dessas mudanças. Para alcançar esse objetivo, é fundamental reutilizar a experiência adquirida com mudanças passadas no projeto de requisições futuras. A ITIL sugere o uso de modelos de mudanças (change models) como uma forma para permitir o reuso de tal experiência em mudanças recorrentes e similares. A criação de modelos de mudanças pode ser concretizada considerando duas abordagens distintas. Em uma abordagem top-down, operadores de TI podem projetar os modelos manualmente, com base no conhecimento adquirido no passado. Em uma perspectiva alternativa, bottom-up, esses modelos poderiam ser extraídos a partir de traços de mudanças passadas obtidos com orquestradores de mudanças. Na prática, no entanto, mudanças tem sido geralmente descritas e documentadas de forma ad hoc, devido `a falta de mecanismos adequados para apoiar o projeto das mesmas. Isso impede que o conhecimento adquirido na especificação, planejamento e condução de mudanças passadas seja reutilizado em requisições futuras. Para abordar esse problema, nesta dissertação são propostos (i ) o conceito de templates de mudança como um mecanismo para formalizar, preservar, e (re)usar conhecimento na especificação de mudanças recorrentes e similares, (ii ) um algoritmo para o refinamento automatizado de planos de mudanças em workflows executáveis, (iii ) um mecanismo para extrair templates de mudanças a partir de traços de execuções passadas, e (iv) uma solução fim-a-fim, apoiada por um sistema real, para permitir o planejamento e implantação de mudanças em TI. Para provar conceito e viabilidade técnica da solução proposta, foi realizada uma implementação prototípica de um sistema de gerência de mudanças chamado ChangeLedge, o qual foi utilizado para conduzir uma série de experimentos considerando mudanças típicas em TI. Os resultados alcançados indicam a efetividade da solução e eficiência do sistema, o qual é capaz de gerar planos de mudança executáveis e corretos em um período de tempo substancialmente menor que o que seria gasto por um operador humano experiente, e de extrair templates que descrevem com acurácia mudanças passadas executadas na organização. / Proper management of Information Technology (IT) resources and services has become imperative for the success of modern organizations. The IT Infrastructure Library (ITIL) represents, in this context, the most widely accepted framework to help achieve this end. In order to deal with IT changes, ITIL defines the change management process, whose main goal is to ensure that standardized methods and procedures are used for the efficient and prompt handling of these changes. To meet this goal, it is of paramount importance reusing the experience acquired from previous changes in the design of subsequent ones. ITIL suggests the use of change models as a mean of enabling the reuse of such experience across recorrent, similar changes. The creation of change models can be done considering two distinct approaches. In a top-down approach, IT operators may manually design models based on the knowledge owned/acquired in the past. In contrast, in a bottom-up perspective, these models could be discovered from past execution traces gathered from IT provisioning tools. In practice, however, changes have been usually described and documented in an ad hoc fashion, due to the lack of proper mechanisms to both support the change design process. This hampers knowledge acquired when specifying, planning, and carrying out previous changes to be reused in subsequent requests. To address this problem, in this thesis we propose (i ) the concept of change templates as a mechanism to formalize, preserve, and (re)use knowledge in the specification of (recurrent and similar) IT changes, (ii ) an algorithm for the automated refinement of change plans into actionable workflows, (iii ) a mechanism to discover change templates from traces of past changes, and (iv) an end-to-end solution, supported by a real system, to allow planning and implementation of IT changes to be designed and executed. To prove concept and technical feasibility of the proposed solution, we have developed a prototypical implementation of a change management system called ChangeLedge and used it to carry out a set of experiments, considering typical IT changes. The results obtained indicate the effectiveness of the solution and efficiency of the system, which is able to generate accurate and actionable change plans in substantially less time than would be spent by a skilled human operator, and to extract templates that accurately describe IT change procedures previously executed in the organization.

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

The purpose of this thesis was to map and analyze how ITIL works together with SaaS in a specificproject at a company. This study has not only confirmed that ITIL and SaaS can work together, but hasalso produced recommendations for specific areas worth focusing on during implementation of thesetwo techniques. It’s worth mentioning that these recommendations have been produced from a veryspecific context and that customization of said technologies needs to be made to fit each organization.The results from this study implies that there might be a connection between the choice of developmentmethodology and how one chooses to deliver and maintain said product. This might be seen as trivialbut is highly relevant for new actors in the market, and something that should be mentioned in the officialITIL documentation. The same goes for customization of ITIL and SaaS. The results of this study mightlook different if the case study company had been using another development methodology.Earlier research made by Karkošková and Feuerlicht (2014) is confirmed, where one of their hypothesesis that there needs to be extra customization between the cloud (SaaS) and ITIL. They continue theirwork by successively adapt ITIL to SaaS from a consumer perspective. In their paper, they also mentionthe importance of beginning this adaption from the other end; the service provider perspective. Thisthesis begins said perspective, and not only starts to analyze, but also produce four recommendations onhow to proceed with the adaption of ITIL and SaaS. / Syftet med denna studie var att kartlägga och analysera hur ITIL fungerar tillsammans med SaaS i ettbefintligt uppdrag hos ett företag. Denna studie har inte bara bekräftat att ITIL och SaaS fungerartillsammans, den har även tagit fram rekommendationer för vad som tål att fokusera extra på under enimplementationsprocess när organisationen använder SaaS som sin leveransmetodik. Det bör docknämnas att dessa rekommendationer är utarbetade från ett väldigt specifikt fall, och att anpassa lösningarefter organisationerna alltid är och bör vara av hög prioritet.Studien antyder också att det finns ett samband mellan valet av utvecklingsmetodologi och hur mansedan ska leverera och hålla utvecklingen uppdaterad. Detta kan ses trivialt men är relevant för nyaaktörer på marknaden, något som bör antydas i ITIL:s dokumentation. Detsamma gäller anpassning avITIL och SaaS. Hade studiens resultat sett annorlunda ut om företaget istället använt en annanutvecklingsmetodik?Tidigare forskning av Karkošková och Feuerlicht (2014) bekräftas också, där en av deras hypoteser äratt det krävs extra anpassning mellan molnet och ITIL, varpå de börjar med att teoretiskt anpassa dessatvå begrepp, men endast från ett konsumentperspektiv. De nämner att steg två hade varit att anpassa frånett leverantörsperspektiv, och det är precis det som denna studie gör. Arbetet med att anpassa ITIL ochSaaS praktiskt är påbörjat och kan fortsätta att byggas upp av kommande studier. Denna studieproducerar även fyra rekommendationer till anpassningsarbetet.

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.

NinetechGruppen AB is an IT service providing company with about 30 employees, primarily based in Karlstad, Sweden. The company began to have problems with their DNS administration because the number of administrated domains had grown too large. A single employee was responsible for all the administration, and text editors were used for modifying the DNS configuration files directly on the name servers. This was an error prone process which also easily led to inconsistencies between the documentation and the real world. NinetechGruppen AB decided to solve the administrative problems by incorporating a DNS administration system, either by using an existing product or by developing a new sys-tem internally. This thesis describes the process of simplifying the DNS administration procedures of NinetechGruppen AB. Initially, an investigation was conducted where existing DNS administration tools were sought for, and evaluated against the requirements the company had on the new system. The system was going to have a web administration interface, which was to be developed in ASP.NET 2.0 with C# as programming language. The administration interface had to run on Windows, use SQL Server 2005 as backend database server, and base access control on Active Directory. Further, the system had to be able of integrating customer handling with the domain administration, and any changes to the system information had to follow the Informa-tion Technology Infrastructure Library change management process. The name servers were running the popular name server software BIND and ran on two different Linux distributions – Red Hat Linux 9 and SUSE Linux 10.0. The investigation concluded that no existing system satisfied the requirements; hence a new system was to be developed, streamlined for the use at NinetechGruppen AB. A requirement specification and a functional description was created and used as the basis for the development. The finalized system satisfies all necessary requirements to some extent, and most of them are fully satisfied.

This report was made for the company HordaGruppen AB to investigate how information security was handled. This report fits in the Master program of Internet Technology at School of Engineering in Jönköping University in Sweden. The question at issue was how you protect your information against different threats. One question was how to make an information security policy and which guidelines you can follow in the Swedish Standard, SS-ISO/IEC 17799:2000. Another question was to investigate the information sources at the company and which threats there are against it. The work begins with a presentation about information security for the chief of information and the chief of quality in the company. The next thing was to do a survey of as thing are at present with a tool from Länsteknikcentrum called “Infosäkpulsen”. After the analysis was made of the survey, two reports were present with action plan for better information security for the company. The most important measures were of administrative kind and consist of a risk analysis of information resources and to make an information security policy with instructions for the users. The risk analysis was made with the tool BITS from Krisberedskapsmyndigheten and the consequence was that base level for IT-security was enough for the company. To fulfil the demand from the analyses so was an information security policy made and after that so create we information security instructions for the different kind of user group. One instruction was for ordinary users and the other was for management users. Besides the part with policy and instructions so recommend the company to initiate incident management and register all kind of changes in their IT-system. For further research it suggests to investigate how different standards can integrate to be only one standard that fulfils the goals in quality, environment and security standard / Rapporten var gjord som examensarbete på HordaGruppen AB och ingår i Breddmagisterprogrammet i Internetteknik på Ingenjörshögskolan i Jönköping. Problemställningen som rapporten handlar om är hur man skyddar företagets information mot olika sorters hot. Frågeställningen var dels hur man tar fram en informationssäkerhetspolicy och vilka riktlinjer det finns i svensk standard för informationssäkerhet. Frågeställningen skulle också ta reda på företagets informationstillgångar och vilka hot det fanns mot dessa. Arbetets inleds med en presentation på företaget om informationssäkerhet för Kvalitetschefen och IT-ansvarig. Därefter görs en nulägesanalys över informationssäkerheten med hjälp av verktyget Infosäkpulsen, en enkätundersökning från Länsteknikcentrum i Jönköping AB. Efter att svaren samlats in så sammanställdes en åtgärdsrapport och presenterades för företaget. De åtgärder som ansågs mest aktuella var av det administrativa slaget och bestod i att riskanalysera informationstillgångarna och att ta fram en informationssäkerhetspolicy med anvisningar för användarna. Riskanalysen gjordes med verktyget BITS från Krisberedskapsmyndigheten och resulterade i att basnivå för it säkerhet räckte överlag för företaget. För att uppfylla kraven från analyserna så togs en informationssäkerhetspolicy fram och därefter skapades informationssäkerhetsanvisningar till användare och till drift och förvaltning för att kunna uppfölja policyn. Förutom att följa policyn och anvisningarna så rekommenderas företaget att införa incidenthantering och öka spårbarheten genom att dokumentera vilka ändringar som görs i IT-systemen. Ett uppslag för fortsatt arbete skulle kunna vara att integrera de olika standarderna till en anvisning som uppfyller målen för både kvalitet, miljön och säkerheten.

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.

The thesis concerns with measurement of processes of support and maintenance of a specialized information system for petrol stations. It is a system for support of retail sale of fuel and other non-fuel goods. As the main objective of the thesis was selected design of set of metrics for measurement of these processes based on multidimensionality principle. It means that dimensions and indicators are designed separately and a set of recommended metrics is based on their combinations. It is possible to get additional metrics using other combinations. The theoretical basis of the thesis is the ITIL library -- which is an internationally respected standard for IT service management -- and metrics designed in other literature and diploma theses. The designed metrics are adapted for the analyzed environment and service information system, however, they should be usable in other environments as well. Selected metrics were implemented to the service information system and measured in a relatively wide sample of input data. This allowed evaluating usability of the metrics and comparison of the threshold values with the measured ones. The relationship of metrics and service agreements (SLAs) is described in the end of the thesis. Specific metrics suitable to be incorporated to SLA were designed including a real-life example.

The diploma thesis deals with the theme of Modeling business processes with orientation to the metric process interface. The aim of the thesis is to design the architecture of metric, which enabled to construct type metrics of the process interface. Firstly, the reader is informed about the basic terms related to process modeling, process management and connection of strategy with metrics. The next part describes the architecture of metrics created, which is oriented to supporting the process management of the organization. The set of type metrics was chosen with consideration to the possibility of their placement on process interface. The set created in this manner should help to connect strategy with processes when implementing into organization. The last part of the thesis describes the practical application of knowledge obtained in the PARMA project. This project deals with the proposal and implementation of the process management into the Bureau of the Municipality of Prague 10. The thesis deals with two processes and the conclusions obtained in the theoretic part of the thesis are applied herein.