Digitalisering sker idag både i privat som offentlig sektor där datadriven beslutsfattning är en av trenderna. En teknologi som vuxit fram i samband med digitaliseringen och som hjälper verksamheter utvecklas är Self Service Business Intelligence (SSBI). Offentliga verksamheters digitala utveckling går långsammare än för privata bolag. Studien syftar till att undersöka vilka utmaningar offentliga verksamheter ställs inför i sin användning av SSBI samt att presentera hanteringsförslag på dessa utmaningar. För att besvara studiens frågeställning och uppfylla dess syfte har en kvalitativ forskningsansats använts. Semistrukturerade intervjuer har genomförts där respondenterna har varit personer som arbetar på offentliga verksamheter alternativt mot offentliga verksamheter. Studien resulterade i fyra utmaningar som är vanligt förekommande inom offentlig verksamhet och som inte lyfts i tidigare litteratur. Dessa fyra är; diversifierade verksamheter, ledningen, lagar och säkerhet samt begränsad självständighet. För varje utmaning har förslag diskuterats för hur utmaningarna effektivt kan hanteras. Studiens slutsats kan vara hjälpsam för offentliga verksamheter i deras fortsatta utveckling mot att bli datadrivna i sin beslutsfattning. Med hjälp av datadriven beslutsfattning möjliggörs för offentliga verksamheter att arbeta mer hållbart och bli mer resurseffektiva. / Digitization is today taking place in both private and public sectors, wheredata driven decision making is one of the trends. Self Service BusinessIntelligence (SSBI) is a technology that has emerged in conjunction with thedigital development and is helping businesses to develop. However, thedigital development in public organizations tends to be slower than forprivate companies. Therefore, this study aims to examine the challengesfaced by public organizations in their use of SSBI and also to presentproposals for addressing these challenges.To answer the research question and fulfill the study's purpose, a qualitativeresearch approach has been used with an abductive thinking. Semistructured interviews have been conducted with respondents who work in orwith public organizations. The study resulted in four challenges that arecommon in public organizations and that have not been addressed inprevious literature. These four challenges are diversified organizations, themanagement, laws and security, limited self-reliance. For each challenge,proposals have been discussed for how the challenges can be effectivelyaddressed. This study conclusion can be helpful for public organizations inthe continued development towards becoming data driven decision making.With the help of data driven decision making, public organizations can workmore sustainably and become more resource efficient.

Self Service Business Intelligence (SSBI) har förmågan att i grunden förändra beslutfattningsprocessen i organisationer där självgående användare har en kunskapsmakt att använda data för att fatta insiktsfulla beslut. För att förverkliga SSBI i en organisation är utbildning av slutanvändare en essentiell byggsten för ett lyckat införande, samtidigt är detta en konstaterad utmaning i SSBI-sammanhang. Därför är syftet med denna studie att identifiera vilka utmaningar som finns avseende utbildningar av slutanvändare inom SSBI. För att besvara frågeställningen har en intervjustudie genomförts med personer som har yrkesmässiga kopplingar till utbildningar av slutanvändare inom SSBI. Resultatet av studien är elva identifierade utmaningar som kan fördelas över sju olika dimensioner inom utbildningskontexten, och presenteras i en sammanfattande modell. En generell slutsats av studien är att de flesta av de identifierade utmaningarna kan undvikas om organisationen gjort ett gediget förarbete i termer om formulering av en övergripande SSBI-strategi och en kartläggning av slutanvändarnas tekniska kompetens och analysbehov i en SSBI-miljö. Resultatet i denna studie kan användas av organisationer som står inför en lansering av SSBI och vill ha ut mer av sin utbildningsinsats mot slutanvändare, för att öka sannolikheten för ett lyckat SSBI-införande.

The main objectives of this work are determining Self-Service Business Intelligence as one of Business Intelligence approaches, description and characterization of Qlik Sense and finally development of particular solution using the above tool. In the first part thesis deals with the theoretical side of the approach, describes its advantages and disadvantages and users coming into contact with the respective technologies. Subsequently, thesis specifies requirements for Self-Service Business Intelligence and mentions different requirements and sizes of solutions in organizations. At the end recommendations for the implementation of the approach and technologies are mentioned. The second part is devoted to Qlik Sense platform, as one of the representatives based on the Self-Service approach. At first basic features, options and benefits are described. Then the development of solutions and principles of work with this tool are explained. Finally, architecture of enterprise server solution is described together with installation steps and basic configuration of a Qlik Sense site. The third part is focused on mobile virtual operator GoMobil, its current state, Business Intelligence needs and last but not least the requirements and development of solution using Qlik Sense platform.

Fast evolving digital technologies lead to a rapidly changing environment where decisions have to be made in a short time. The promised solution is data-driven decision making and business intelligence. However, business intelligence has until now only been available to executives and managers whereas many of the workers' wishes for their own business analytics could not be fulfilled. The concept of self-service business intelligence (SSBI) opens the gates to democratized business intelligence for everybody. Yet the implementation of SSBI tools is proving to be extremely difficult and has led to the consequence that many SSBI projects remain unsuccessful. This thesis therefore examines the influence of self-service business intelligence on organizational structures and business processes. Furthermore, assumptions made by contemporary industry studies and best practice reports are evaluated. The case study of the Power BI implementation project at a German medical and safety technology manufacturer successfully identifies real-life challenges. Moreover, the thesis stresses the importance of data governance and data infrastructures in the context of SSBI.

The established use of IT systems has increased the use of information in modern enterprises.From this information use, the concept of Business Intelligence has developed to enable more efficientand informed decision-making. As the business’ requirements of Business Intelligence reports changesrapidly due to changes of the business’ needs and more analytical organisations, traditional BusinessIntelligence development faces problems of ad-hoc analyses due to the inefficient adaption to changingneeds.This Master Thesis serves the purpose of deepen the understanding of the establishment of an agiledevelopment program of Self-service BI, addressing the concerns of more effectively meeting the changingrequirements of traditional Business Intelligence development. This study explores enablers through aqualitative case study, conducted at a Swedish bank, consisting of four group interviews discussing theestablishment of such program in Organisational, Processes, Technical and External dimensions,respectively. The qualitative case study was then followed by a discussion of governance of such programfor alignment to enablers.The qualitative case study resulted in 15 enablers of an agile development program of Self-Service BI,considering further enablers compared to more general literature of BI success factors, addressing theperspective of both an agile development program and Self-Service BI applications. The discussion ofgovernance of the program then identified eight governance mechanisms, which might align the programto the enablers, for successful establishment and development of applications.The findings of the study can be considered to culminate into a structure of an agile development programof Self-Service BI. The Thesis presents, from the findings, a framework for structuring such program,consisting of three development phases; Ordering process, Agile development, and Maintenance/Supportand Training, and with the discussed governance for steering the development.

An increased competitive climate has enhanced the importance for companies to differentiate from other companies. Today, the customer support within service organizations are often disregarded as a source of value due to the focus on costs. Further, it has become more important to leverage the contact with the customer at all encounters. New technological advancements within Business Intelligence have also enabled companies to increase their competitiveness through improved decision support. The objective of this thesis is through a case study investigate how an insurance company could leverage its customer support as a source of creating shareholder value as well as how to apply trends within Business Intelligence for increased decision support. This was done through developing a conceptual model based on academic theory in order to provide a tool for analysis and development of a customer support. The research questions intends to investigate how an customer support can contribute to, and balance a focus on service quality, costs and sales in order to enhance shareholder value. A business driven approach was further used in order to understand how a customer support could leverage the emerging trends of Business Intelligence. This since the thesis also aims to provide some first insights into how to leverage the trends of mobile- and Self-Service- Business Intelligence within the customer support within insurance companies. The research emphasizes the need to have a holistic view of what drives value and costs with regard to the retention, growth and acquisition of customers when viewing the customer support as a source of value. The thesis concludes that both the trends of mobile- and Self-Service- Business Intelligence could enable an insurance company to gain new insights through utilizing existing internal as well as external data in order to conduct a more continuous and flexible analysis of important matters.