Abstract Attitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian’s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden. We used three theories to explain our aim. These are Jürgen Habermas theory of social communication, theory about professions and Christian Grönroos theory of Service Management. We found that our informants both see the physical meeting with the library and the social exchanges with the librarians as important parts of the user’s experience of the library. The three libraries that we visited work in different ways to improve their customer service. One library has developed a policy for concrete ways to improve the social exchange with the library user. Another library is working with a policy and the third library handle attitude questions more implicit in the daily work and in a specialised group. We could see that the informants who worked at the library which had a policy and an under-standing of the importance of customer service as a central part of the organisation regarded those questions as being very important. Some informants could not see how customer service could get improved in another way than just discussing these issues in groups, meetings or in connection to seminars. The changing of attitudes of members of the staff can be complicated however because it, at some level, is about individual changes. We believe that a person has to be motivated to make these changes. To improve this motivation the organisation has to create opportunities for the staff to critically reflect upon their working situa-tion. In that way we believe that the staff can experience security and motivation to do a good job which then has a positive impact on the customer service provided. The acknowledgement of the importance of customer service within an organization has to engage everybody and the whole organisation at all its levels. We think that customer service in the library setting will become more important in the future as a response to the technical evolution and all the automated elements in our society. The importance of actual meetings in-crease as our society increasingly communicates via digital means.

Šiuolaikiniame pasaulyje vykstant globalizacijai, informacinių sistemų panaudojimas apima vis daugiau, sparčiai, su naujomis technologijomis žengiančios įmonės verslo procesų. Didėjant įmonės verslo priklausomybei nuo naujų technologijų yra būtina optimaliai koordinuoti įmonėje vykstančius IT procesus. Yra nemažai tarptautiniu mastu pripažįstamų standartų, tačiau labai svarbu juos tinkamai pasirinkti bei taikyti. Šio darbo tikslas – išanalizuoti lyderiaujančius IT paslaugų kokybės valdymo standartus ITIL, CobiT bei ISO ir pasiūlyti optimalų sprendimą IT ūkio priežiūros problemai spręsti. Darbe nuosekliai aprašomi IT paslaugų valdymo metodologijos standartai, jų poreikiai ir galimybės. Apžvelgiama ITIL realizacija populiariausiuose programinės įrangos paketuose, pateikiama jų stipriųjų bei silpnųjų pusių analizė, rekomendacijos naujoms rinkoms. Pasiūlytos rekomendacijos lengvai gali būti pritaikomos pagal konkretaus verslo poreikius, tiek organizacijoms, kurios pačios prižiūri savo IT ūkį, tiek kompanijoms teikiančioms IT priežiūros paslaugas. / In the modern world Information Technologies are one of the most important parts of enterprise, even if IT is not key business. It‘s critical to support company‘s IT infrastucture in order to obtain as high effectiveness as it is possible. The goal of our Master thesis is to review leading IT quality management standarts and to propose IT support recommendations for companies. This work presents IT support stages and required software to establish best practice approaches for IT service management, based on ITIL. Proposed recommendations are not related to core business and organization‘s IT. They can be applied by organizations with support their IT themselves and by IT support outsourcing companies.

Made available in DSpace on 2014-12-17T14:48:15Z (GMT). No. of bitstreams: 1 JoaoSSB_DISSERT.pdf: 2251873 bytes, checksum: fedee9a817a94fa18ef482bf13a91fd6 (MD5) Previous issue date: 2013-07-26 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The increasing competitiveness of the construction industry, set in an economic environment in which the offer is now greater than the demand , causes the prices of many products and services, are strongly influenced by the processes of production and the final consumer. Thus, to become more competitive in the market and construction companies are seeking new alternatives to reduce and control costs, production processes and tools that allow for close monitoring of the construction schedule, with the consequent compliance deadline with the client. Based on this scenario, the creation of control tools, service management and planning work emerges as an investment opportunity and an area that can promote great benefits to construction companies. The goal of this work is to present a system of planning, service management and costs control that through worksheets provide information relating to the production phase of the work, allowing the visualization of possible irregularities in the planning and cost of the enterprise, enabling the company to take steps to achieve the goals of the enterprise in question, and correct them when necessary. The developed system has been used in a piece of real estate in Rio Grande do Norte, and the results showed that its use together allowed the construction company to accompany their results and take corrective and preventive actions during the production process, efficiently and effective / A crescente competitividade da ind?stria da constru??o civil, inserida em um ambiente econ?mico em que a oferta passou a ser superior ? demanda, faz com que os pre?os de muitos produtos e servi?os, sejam fortemente influenciados pelos processos de produ??o e pelos consumidores finais. Dessa forma, para se tornarem mais competitivas e presentes no mercado, as empresas construtoras est?o buscando novas alternativas para redu??o e controle de custos, dos processos de produ??o e ferramentas que possibilitem o acompanhamento rigoroso do cronograma da obra, com o conseq?ente cumprimento do prazo estabelecido com o cliente. Baseado neste panorama, a cria??o de ferramentas de controle, gest?o de servi?os e planejamento de obra, surge como uma oportunidade de investimento e uma ?rea que pode promover grandes benef?cios para as empresas construtoras. O objetivo geral deste trabalho ? de apresentar um sistema de planejamento, gest?o de servi?os e controle de custos, que atrav?s de planilhas fornecer? informa??es referentes ? fase de produ??o da obra, permitindo a visualiza??o de poss?veis irregularidades no planejamento e nos custos do empreendimento, possibilitando ? empresa tomar medidas no sentido de alcan?ar as metas do empreendimento em quest?o, e corrigi-los quando necess?rio. O sistema desenvolvido foi utilizado em uma obra do mercado imobili?rio do Rio Grande do Norte, e os resultados mostraram que o seu uso conjunto permitiu que a empresa construtora acompanhasse os seus resultados e tomasse a??es preventivas e corretivas durante o processo produtivo, de forma eficiente e efetiva

Made available in DSpace on 2014-06-11T19:31:36Z (GMT). No. of bitstreams: 0 Previous issue date: 2013-12-18Bitstream added on 2014-06-13T19:20:50Z : No. of bitstreams: 1 000751235.pdf: 1844000 bytes, checksum: fe1e9250950e3883126565dd4b35f809 (MD5) / A importância das Boas Práticas de Fabricação (BPF) no preparo, manuseio, armazenamento e distribuição dos alimentos é a principal forma de prevenir e evitar doenças e enfermidades transmitidas pela manipulação e consumo de alimentos. Por meio da implementação das BPF, o setor alimentício passa a contar com uma ferramenta de controle de qualidade, deixando de expor a risco a saúde de consumidores e funcionários. Diante da importância do consumo de tomate para a saúde e da água no preparo e na ingestão humana, este trabalho objetivou aplicar um teste de avaliação de boas práticas de fabricação em estabelecimentos comerciais de Botucatu-SP e avaliar estes produtos e os parâmetros de qualidade. Neste trabalho, as (BPF) foram verificadas em 10 (dez) estabelecimentos, escolhidos aleatoriamente. Aplicou-se check-list constituído de 172 itens. Os estabelecimentos são classificados como grupo I, II ou III, conforme a porcentagem estabelecida pela ANVISA, anexo II. As respostas sobre a adequação incluíram “sim”, “não” e “não se aplica”, baseadas na legislação vigente no país. Foram feitas análises da qualidade microbiológica do tomate e água, Número Mais Provável (NMP) de coliformes totais, termotolerantes: análises físico-químicas das amostras de água dos estabelecimentos, análises de metais pesados na água com recurso do equipamento de absorção atômica e análise de pesticidas em tomate, no cromatógrafo líquido na cidade de Botucatu–SP, no Departamento de Química e Bioquímica do Instituto de Biociências de Botucatu-SP. No check-list aplicado para verificação das BPF, os restaurantes foram identificados por letras para manter o sigilo profissional e a ética que devem permear os trabalhos de pesquisa, sendo 60% dos estabelecimentos classificados como Grupo II (restaurantes B, C, D, G e J) e 40% (A, E, F e H) como Grupo I. Para a determinação do... / The importance of Good Manufacturing Practices (GMP) in the preparation, handling, storage and distribution of food is the main way to prevent diseases transmitted by it. Through the implementation of GMP, the food industry counts with a tool for quality control, without jeopardizing the health of their customers and employees. Facing the importance of tomato consumption for human health and of water on the preparation and human consumption, this doctoral thesis aims to apply an evaluation test to GMPs at commercial store in Botucatu-SP and evaluate this products for important quality parameters. In this study GMP were observed in 10 (ten) commercial establishments that were selected at random. It was applied a check-list which was in 172 items. Commercial establishments are classified as group I, II or III, according to the percentage commercial store by ANVISA. The possible results included “yes”, “no” and “do not apply”, based on the current Brazilian legislation. Analyses were made of the microbiological quality of tomatoes and water, Most Probable Number (MPN) of total coliforms, thermotolerants: Physical-chemical analysis of the water samples of commercial establishments, heavy metals analyses in the water with the equipment of atomic absorption and analysis of pesticide residues in tomato, in the liquid chromatograph of the city of Botucatu-SP, “Departamento de Química e Bioquímica do Instituto de Biociências de Botucatu-SP”. According to the check-list applied to verification of GMP, restaurants were identified with letters to maintain professional confidentiality, being 60.0% of establishments classified as Group II (restaurants B, C, D, G and J) and 40% (A, E, F and H) as Group I. According to the determination of (MPN) of total coliforms, the collected tomatoes were not within the standards of the current legislation, underscoring the importance of always cleaning and ...

Made available in DSpace on 2016-12-23T14:33:44Z (GMT). No. of bitstreams: 1 Dissertacao de Gleison Baioco.pdf: 1821375 bytes, checksum: 1f3ea977985979f854fd23c9e03a7bd8 (MD5) Previous issue date: 2009-08-21 / A tecnologia da informação (TI) vem se tornando essencial para as organizações. Nesse contexto, o gerenciamento de TI vem evoluindo para incluir gerenciamento de serviços e governança de TI, apontando para paradigmas de gerenciamento de TI orientado ao negócio. Dessa forma, o alinhamento entre a TI e o negócio tem sido considerado como um dos fatores preponderantes para a efetividade de tais paradigmas. Em adicional, são mencionadas as contribuições provenientes da automação das atividades de gerenciamento. Acompanhando essa evolução, o gerenciamento de configuração desempenha um papel fundamental, fornecendo informações precisas da TI a todos os envolvidos no gerenciamento. Todavia, em função desse estreito relacionamento com todas as entidades ligadas ao gerenciamento, a interoperabilidade entre esses componentes tem sido caracterizada como um dos principais desafios de pesquisa em gerenciamento de redes e serviços. Nesse sentido, o uso de ontologias, em especial ontologias de fundamentação, tem sido indicado como uma maneira pro issora de se obter interoperabilidade semântica no domínio de gerenciamento de configuração, uma vez que elas expressam o significado dos conceitos do domínio, bem como os relacionamentos existentes entre eles, de forma clara e explícita. Além disso, ontologias permitem que esse significado seja definido em um formato legível por máquinas, tornando o conhecimento compartilhado não apenas por agentes humanos, mas também por sistemas computacionais, possibilitando a automação de processos. Assim, esta dissertação apresenta uma proposta de modelagem conceitual do domínio de gerenciamento de configuração, no contexto do gerenciamento de serviços e governança de TI, baseada em ontologias de fundamentação. O propósito dessa ontologia é prover um modelo conceitual desse domínio, comprometido em maximizar a expressividade, a clareza e a veracidade dos conceitos pertencentes a ele. Ademais, esta dissertação apresenta uma proposta de modelo de implementação, derivado do modelo conceitual desenvolvido. O objetivo é realizar uma prova de conceito da ontologia e também demonstrar como essa ontologia pode apoiar as atividades de gerenciamento de maneira automatizada / Information technology (IT) is becoming essential for organizations. In this context, IT management has evolved to include service management and IT governance, towards business driven IT management paradigms. Thus, the alignment between IT and business has been regarded as one of the leading factors for the effectiveness of such paradigms. Furthermore, contributions arising from management activities automation are mentioned. Following this evolution, configuration management plays a key role in providing accurate IT information to all involved in management. However, due to this close relationship with all entities related to management, interoperability among these components has been characterized as one of the main research challenges in network and service management. In this sense, the use of ontologies, foundational ontologies in particular, has been indicated as a promising way to achieve semantic interoperability in the configuration management domain, since they express the meaning of domain concepts, as well as the existing relationships between them, in a clear and explicit way. Moreover, ontologies allow that this meaning be defined in a machine readable format, making the knowledge shared not only by human agents, but also by computer systems, enabling process automation. Thus, this dissertation proposes a conceptual model of configuration management domain in the context of service management and IT governance, based on foundational ontologies. The purpose of this ontology is to provide a conceptual model of this domain, committed to maximizing the expressiveness, clarity and truthfulness of concepts that belong thereto. Moreover, this dissertation proposes an implementation model, derived from the developed conceptual model. The goal is to perform an ontology proof of concept and also demonstrate how this ontology can support the management activities in an automated way

O objetivo deste estudo foi verificar a percepção de médicos, enfermeiros e auxiliares ou técnicos a respeito das infecções hospitalares e de suas práticas de prevenção e controle. Realizou-se entrevista semi-estruturada com oito profissionais de cada categoria, que atuam em hospitais da cidade de São Paulo, com comissão de controle de infecção de acordo com as normas legais. A motivação inicial foi a não aderência dos profissionais de saúde às principais recomendações da CCIH, aliada a sua ineficácia em alterar os comportamentos destes em relação a estas medidas. Observouse que os profissionais de saúde adquiriram na sua prática conhecimentos sobre as infecções hospitalares e sua prevenção, mas sentem dificuldades para incorporar estas medidas no atendimento aos pacientes. Tendem a atribuir sua ocorrência ao acaso, condições inadequadas de trabalho ou buscam culpado. Nos hospitais existe uma divisão hierárquica rígida do trabalho. Os médicos exercem o comando das ações diagnósticas e terapêuticas, e atribuem as infecções hospitalares ao acaso, associado à gravidade do paciente. Os enfermeiros gerenciam os cuidados prestados aos pacientes. Atribuem as infecções hospitalares aos procedimentos invasivos e falhas na atenção prestada aos pacientes. Os auxiliares prestam diretamente o cuidado assistencial e relacionam os casos de infecção a algum culpado, procurando identificar o profissional ou a ação que levou a contaminação. Em relação às medidas de prevenção e controle das infecções hospitalares, os profissionais de saúde reconhecem que a CCIH pode ser uma fonte de informações epidemiológicas e científicas, que os auxilia na prática profissional, porém os papéis não estão claramente delimitados e isto gera conflitos ou omissões. Os médicos enfatizam a consultoria para prescrição de antibióticos. Os enfermeiros destacam o respaldo científico que é dado para suas dúvidas e padronizações. Os auxiliares relatam as aulas que são ministradas. Os principais problemas referidos são a deficiência de formação acadêmica em relação ao tema, dificuldade para o trabalho em equipe, as situações de emergência, quadro funcional deficiente e superpopulação de pacientes. A CCIH é percebida como um órgão de assessoria da direção e não exibe o mesmo rigor para propor medidas corretivas que envolvam a direção, tal como faz com os auxiliares e técnicos, principalmente em situações de aumento da incidência de infecção. A CCIH também é vista como um órgão fiscalizador e de punição. Embora não exista formação acadêmica específica em controle de infecção, os profissionais adquirem-na na sua prática / The objective of this study was to verify the perception of physicians, nurses and auxiliaries or technicians regarding to nosocomial infections and their prevention and control practices. A semi-structured interview was made with eight professionals of each category who work in hospitals in the city of Sao Paulo, with the commission of infection control according to the legal norms. The initial reason of this study was the noncompliance by the healthcare professionals to the main recommendations of CCIH (Center of Nosocomial Infection Control), besides its inefficiency to change their behaviors regarding to those attitudes. It was observed that healthcare professionals acquired in their practice knowledge on nosocomial infection and its prevention, but they have difficulty to incorporate those attitudes in the patient care. They tend to lay the occurrence on the casualty, the inadequate work conditions or look for someone to blame on. There is a rigid hierarchic division of work in the hospitals. The physicians perform the command of therapeutic and diagnostic actions, and they attribute nosocomial infections to the chances, associated to the severity of the patient. The nurses manage the care delivered to the patients. They attribute nosocomial infections to invasive procedures and failures of attention delivered to the patients. The auxiliaries deliver directly the assistance care and relate the infection cases to someone to blame, looking for identifying the professional or the action that led to contamination. Regarding to attitudes toward prevention and control of nosocomial infections, the healthcare professionals recognize that CCIH may be a source of scientific and epidemiological information, which helps them on the professional practice, although the roles are not clearly circumscribed and this generates conflicts or omissions. The physicians emphasize the consultancy to prescribe antibiotics. The nurses stress the scientific basis that is given to their doubts and standardizations. The auxiliaries report the classes given. The main problems mentioned are the deficiency of academic background related to the topic, the difficulty to work with a team, emergency situations, inefficient working board and patient overcrowding. CCIH is perceived as an institution of directory body assessment and it doesnt show the same rigor to propose corrective attitudes to enclose the directory body, as it does with auxiliaries and technicians, mainly in situations of higher infection incidence. CCIH is also seen as an inspection and punishment institution. Although professionals dont have specific academic background in infection control, they acquire it in their practice

Submitted by Marcia Bacha (marcia.bacha@fgv.br) on 2013-10-25T12:54:50Z No. of bitstreams: 1 Andréa Lauro Ferreira.pdf: 9791961 bytes, checksum: 26136cbbe7176d4785bbd2bbdc2b2d03 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2013-10-25T12:55:13Z (GMT) No. of bitstreams: 1 Andréa Lauro Ferreira.pdf: 9791961 bytes, checksum: 26136cbbe7176d4785bbd2bbdc2b2d03 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2013-10-25T12:55:20Z (GMT) No. of bitstreams: 1 Andréa Lauro Ferreira.pdf: 9791961 bytes, checksum: 26136cbbe7176d4785bbd2bbdc2b2d03 (MD5) / Made available in DSpace on 2013-10-25T12:55:28Z (GMT). No. of bitstreams: 1 Andréa Lauro Ferreira.pdf: 9791961 bytes, checksum: 26136cbbe7176d4785bbd2bbdc2b2d03 (MD5) Previous issue date: 2010 / Esta dissertação objetiva explorar as possibilidades de incremento dos processos e rotinas organizacionais envolvidas na prestação jurisdicional. Para analisar pontos de problema e a viabilidade de ações de melhoria, este estudo buscou identificar a literatura sobre temas que perpassam a ideia central desenvolvida. Assim, foram abordados livros, artigos e publicações de jornais e revistas a respeito de gestão de qualidade, gestão de qualidade no setor de serviços, a namreza do processo judiciário, a estrutura e natureza do Poder Judiciário e ações de melhoria especificamente voltadas para o perfil da gestão pública. Foram entrevistados atores que participam diretamente do processo judiciário, na esfera federal, como forma de se ilustrar o apurado na teoria literária. / This thesis aims to explore the possibilities of increasing the organizational processes and routines involved in adjudication. To analyze trouble spots and feasibility of improvement actions, this study sought to identify the literature on themes that crosses the central idea developed. So were approached books, artic1es and publications of newspapers and magazines regarding quality management, quality management in the service sector, the nature of the judicial process, the structure and nature of the judiciary and improvement actions specifically aimed to profile public management. We interviewed actors who directly participate in the judicial process at the federal levei, as a way to illustrate the established literary theory.

Submitted by Fabio Iwasa (fabio@iwasa.com.br) on 2013-12-09T13:39:45Z No. of bitstreams: 1 Dissertacao_Fabio_Takeji_Iwasa_2013_FINAL.pdf: 897257 bytes, checksum: ae33ac67eec4462ef523c9298d2f9f75 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2013-12-10T11:39:32Z (GMT) No. of bitstreams: 1 Dissertacao_Fabio_Takeji_Iwasa_2013_FINAL.pdf: 897257 bytes, checksum: ae33ac67eec4462ef523c9298d2f9f75 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2013-12-12T13:52:14Z (GMT) No. of bitstreams: 1 Dissertacao_Fabio_Takeji_Iwasa_2013_FINAL.pdf: 897257 bytes, checksum: ae33ac67eec4462ef523c9298d2f9f75 (MD5) / Made available in DSpace on 2013-12-12T13:52:27Z (GMT). No. of bitstreams: 1 Dissertacao_Fabio_Takeji_Iwasa_2013_FINAL.pdf: 897257 bytes, checksum: ae33ac67eec4462ef523c9298d2f9f75 (MD5) Previous issue date: 2013-09-06 / As empresas no mercado atual estão em um ambiente de agressiva concorrência, e sua sobrevivência depende de fatores como a produtividade, inovação e atingimento de resultados, contudo, sem haver o comprometimento da qualidade. Os departamentos de Tecnologia da Informação possuem grande influência na operação e nos resultados da empresa, pois a importância da tecnologia, tanto no suporte, quanto na própria atividade fim das companhias, é vital. Diante deste contexto, este trabalho analisou as melhores práticas de mercado na gestão de tecnologia da informação como o framework Cobit (Control Objectives for Information Technology) analisada em conjunto com as ferramentas consagradas de mensuração de percepção de qualidade de serviços, de forma a identificar os fatores críticos de sucesso para qualidades de serviços em TI. Utilizou-se a metodologia SERVQUAL em um caso específico de uma empresa de comunicação e assessoria de imprensa, através de um questionário dividido em duas partes e vinte e duas perguntas cada, permitindo identificar as lacunas entre a expectativa e a percepção dos serviços fornecidos em cada uma das cinco dimensões da qualidade de serviço: tangibilidade, confiabilidade, responsabilidade, segurança e empatia. Foram identificados como fatores críticos as dimensões de confiabilidade e de empatia, e para cada uma delas, relacionou-se um conjunto de objetivos de controle do Cobit que permitem a atuação na melhoria das avaliações destes elementos. / The companies in the current market are immersed in an environment of aggressive competition, and their survival depends on factors such as productivity, i nnovation and achievement of results, however, without compromising the quality. The departments of Information Technology (IT) have relevant influence in the operation and in the company's results, due to the vital importance of the technology to the comp any support and to the core business operation. Given this context, this study aims at examining the best practices in managing information technology as for example the framework Cobit (Control Objectives for Information Technology) aligned with well kn own tools, so the critical success factors for the quality of the IT services could be identified. The SERVQUAL methodology was applied in a specific case for a communication and press office company, based on a questionnaire that split up into two parts and twenty - two questions each, which helped to identify the gaps between the expectation and the perception of the services provided in each of the five dimensions of service quality: tangibility, reliability, responsiveness, assurance and empathy. The d imensions of Reliabililty and empathy were identified as critical factors, and each of them were related to a set of control objectives of COBIT that allows the improvement of the performance evaluations of these elements.

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

Företaget Kerfi AB i Norrköping är en leverantör av informationsteknik och har bland annat specialistkompetens inom service management. För detta använder de programvara från företaget CA technologies. CA Service Desk Manager är en så kallad IT Service Management applikation med processer för samordning och styrning av service management. Under inledande diskussioner kom det fram att även om programvaran har varit i bruk under flera år så finns det fortfarande problem med användargränssnittet. Uppgiften består i att analysera användargränssnittet ur ett användbarhetsperspektiv för att kunna ta fram förslag på olika lösningar till programvarans påpekade brister. För insamling av data användes en expertutvärdering vilket omfattade en heuristisk utvärdering och en consistency inspection. Dessa metoder kompletterades med intervjuer och enkäter för att få fram användarnas åsikter och synpunkter om programvaran. Examensarbetet har resulterat i en samling av förslag till sådant som kan förbättras för de delar av användargränssnittet där brister har upptäckts.