Date: 2008-10-06 Level: Bachelor thesis within Information Technology and business economics, 15p, EIK021 Authors: Anna Karlsson, akn05009@student.mdh.se Lena-Maria Lindström, llm05002@student.mdh.se Magnus Wretlund, mvd05001@student.se Tutor: Marie Mörndal Title: Managing IT-incidents, a case study at ICAs IT department Operations Keywords: IT-incident management, IT-incident management process, IT-incident, ITIL, CCTA Problem: 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; How are IT-incidents managed? Purpose: The purpose of this thesis is to describe and discuss how IT incidents can be managed. Method: 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. Conclusion: 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.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:mdh-1458 |
| Date | January 2008 |
| Creators | Lindström, Lena-Maria, Karlsson, Anna, Wretlund, Magnus |
| Publisher | Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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