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Hantering av IT-incidenter : En fallstudie på ICAs IT-avdelning Operations

<p> </p><p><strong>Date: </strong>2008-10-06</p><p><strong></strong></p><p><strong>Level: </strong>Bachelor thesis within Information Technology and business economics, 15p, EIK021</p><p><strong></strong></p><p><strong>Authors:</strong> Anna Karlsson, akn05009@student.mdh.se</p><p>Lena-Maria Lindström, llm05002@student.mdh.se</p><p>Magnus Wretlund, mvd05001@student.se</p><p><strong></strong></p><p><strong>Tutor: </strong>Marie Mörndal</p><p> </p><p><strong>Title: </strong>Managing IT-incidents, a case study at ICAs IT department                            Operations</p><p><strong></strong></p><p><strong>Keywords:</strong> IT-incident management, IT-incident management process, IT-incident, ITIL, CCTA</p><p> </p><p><strong>Problem: </strong>An organization can benefit by having an established management process of handling IT-incidents. But how can this be achieved? Are there step-by-step procedures? What´s included in the management process of IT-incidents? Is the size of the organization relevant to which model is to be chosen? Can the work of the writers of this essay result in a recommendation of a specific model for IT-incident management? These questions lead to the following essay question; <strong>How are IT-incidents managed?</strong></p><p><strong>Purpose: </strong>The purpose of this thesis is to describe and discuss how IT incidents can be managed.</p><p><strong>Method:</strong> The writers of this essay have performed a case study at ICA, a Swedish food retail company. Eleven interviews with nine different persons have been carried out. The interviews are analyzed in the chapter called Resultat och analys.</p><p><strong>Conclusion: </strong>Our conclusion is that there are both similarities and differences in Dept. Operations´ management process for handling IT-incidents compared to what is stated in the CCTA-model. Another conclusion is that it is of highest importance for a business to implement a standard procedure for handling IT-incidents. The lack of such a model could result in e.g. financial losses.</p>

Identiferoai:union.ndltd.org:UPSALLA/oai:DiVA.org:mdh-1458
Date January 2008
CreatorsLindström, Lena-Maria, Karlsson, Anna, Wretlund, Magnus
PublisherMälardalen University, School of Sustainable Development of Society and Technology, Mälardalen University, School of Sustainable Development of Society and Technology, Mälardalen University, School of Sustainable Development of Society and Technology
Source SetsDiVA Archive at Upsalla University
LanguageSwedish
Detected LanguageEnglish
TypeStudent thesis, text

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