Ogrodje za celostno ocenjevanje upravljanja storitev informacijske tehnologije

ZALAR OBLAK, MATEJA (author), Vavpotič, Damjan (mentor)

Za uspešno in učinkovito upravljanje storitev informacijske tehnologije (IT) so na razpolago različni standardi, modeli in dobre prakse, ki jih organizacije lahko uporabijo pri snovanju in uvajanju izboljšav na področju upravljanja storitev IT. Pred začetkom uvajanja priporočil in ukrepov, ki jih priporočajo ti standardi, modeli in dobre prakse, je potrebno oceniti trenutno stanje upravljanja storitev IT v organizaciji. Obstoječi ocenjevalni modeli in orodja za ocenjevanje upravljanja storitev IT se večinoma osredotočajo samo na ocenjevanje skladnosti upravljanja storitev IT z zahtevami standardov in priporočil dobrih praks s tega področja. Pri ocenjevanju ne upoštevajo socioloških, tehničnih in drugih značilnosti ocenjevane organizacije ter se ne prilagajajo njenim poslovnim potrebam in omejitvam. Namen magistrskega dela je razvoj ocenjevalnega ogrodja za celostno ocenjevanje upravljanje storitev IT, ki vključuje ocenjevanje storitev IT in z njimi povezanih procesov upravljanja storitev IT s tehničnega, sociološkega in ekonomskoposlovnega vidika ter z vidika skladnosti s standardi in priporočili dobrih praks. V magistrskem delu smo preučili obstoječe modele in orodja za ocenjevanje upravljanje storitev IT. Na osnovi ugotovljenih pomanjkljivosti obstoječih ocenjevalnih modelov in orodij smo z uporabo raziskovalne metodologije znanstvenega oblikovanja izdelali ocenjevalno ogrodje, ki se prilagaja poslovnim potrebam in posebnostim ocenjevane organizacije in je namenjeno celostni evalvaciji trenutnega stanja na področju upravljanja storitev IT v ocenjevani organizaciji. Z namenom pridobitve celovite ocene ocenjevalno ogrodje v ocenjevanje vključuje vse deležnike sistema upravljanja storitev IT v organizaciji. Uporabnost razvitega ogrodja smo preverili v izbrani organizaciji z uporabo metodologije študije primera. Vodstvo organizacijske enote s področja informacijskih tehnologij v ocenjevani organizaciji je potrdilo primernost in koristnost ocenjevalnega ogrodja. Na osnovi uporabe tega ogrodja je vodstvo pridobilo celovite informacije o trenutnem stanju in možnih izboljšavah na področju upravljanja storitev IT, ki jih prej ni poznalo in ki bodo lahko v pomoč pri odločitvah za nadaljnje izboljšave na tem področju.

• Language: Slovenian
• Keywords: upravljanje storitev IT, ogrodje za ocenjevanje upravljanja storitev IT, ITIL, ISO/IEC 20000, študija primera
• Work type: Master's thesis
• Organization: FRI - Faculty of Computer and Information Science
• Year: 2016
• PID: 20.500.12556/RUL-85019
• Publication date in RUL: 09.09.2016

Secondary language

• Language: English
• Title: Integrated evaluation framework for IT service management

Abstract

Various standards, models and best practices are available for successful and efficient information technology (IT) service management, to be used by organizations in planning and deployment of improvements in IT service management. Before introducing the actions recommended by those standards, models and best practices, it is necessary to evaluate the current state of IT service management in the organization. Existing evaluation models and tools for evaluation of IT service management mostly focus only on the evaluation of compliance of IT service management with the requirements and recommendations of standards and best practices covering that field. They do not take into account sociological, technical and other characteristics of the organization being evaluated, nor do they adapt to its business needs and restrictions. This work’s intention is to develop an evaluation framework for an integrated evaluation of IT service management, which includes evaluation of IT services and related processes of IT service management covering technical, sociological and business aspects as well as compliance with standards and best practices. In this thesis we explore existing models and tools for evaluation of IT service management. Using design science research methodology and starting from identified weaknesses of existing evaluation models and tools, we build an evaluation framework which can be adapted to fit the business needs and specific requirements of the organization being evaluated. The framework is intended for integrated evaluation of the current state of IT service management in the organization in question. To obtain a comprehensive evaluation, the framework includes all stakeholders of the organization’s IT service management system. We verify the usefulness of the developed framework with a case study in a selected organization. The management of the organization’s IT department has confirmed the appropriateness and usefulness of the evaluation framework. Using the framework, the management obtained integrated information on current state and possible improvements in IT service management which they were not previously aware of and which could aid in making decisions on further improvements in that area.

• Keywords: IT service management, IT service management evaluation framework, ITIL, ISO/IEC 20000, case study