Search results for "Service management"
showing 3 items of 23 documents
Cloud product capability assessment method
2015
Tutkimuksen tavoitteena on lisätä osaamista tuotehallintaan, miten IT-palveluhallinta- ja kokonaisarkkitehtuurimenetelmiä voidaan integroida pilvipalveluiden tuotteistamiseen. Tutkimuksen toisena tavoitteena on rakentaa uusi pilvipalveluiden kyvykkyyksien hallintamenetelmä, jonka avulla pilvipalveluiden tuotteistusta voidaan hallita ideasta markkinoille saamiseen asti. Uusi menetelmä on tarkoitettu tuote- ja projektipäälliköille sekä arkkitehdeille, jotka työskentelevät pilvipalveluiden kanssa. Pilvipalvelulle luodaan liiketoiminnan näkökulmasta uusi määritelmä, annetaan lyhyt esittely pilvipalveluiden tuotehallinnasta sekä määritellään tarve liiketoiminnan ketteryydelle. IT-näkökulmassa tu…
Managing Continuous Digital Service Innovation for Value Co-Creation
2023
Service organizations across various industries are increasingly implementing continuous development methods and practices to transform their digital service innovation and development processes. Consequently, continuous digital service innovation (DSI) has become a way to react to today’s dynamic markets by proposing value to customers quickly while maintaining service quality. However, little is known about how organizations can enable value co-creation (VCC) in their continuous DSI processes. We fill this gap in the literature by focusing on organizational-level continuous DSI processes. Based on findings from 23 industry informants from six Finnish digital service organizations, we pres…
Quality Management in Service Desk : How Does Service Desk Managers Define and Measure Quality
2018
Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The concept of quality has many meanings in the literature. In this paper, we study how service desk managers perceive the concept of quality and how to manage it in an organisation which has adopted ITIL. Our findings indicate that the quality is seen only in terms of how the agreed service levels are achieved. This view excludes the quality of the processes used to deliver IT services. Quality measurements are reflecting the perception of the concept of quality. peerReviewed