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Hantering av IT-incidenter: En fallstudie på ICAs IT-avdelning Operations
Mälardalen 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.
2008 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 points / 15 hpStudent thesis
Abstract [en]

 

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.

Place, publisher, year, edition, pages
2008. , 59 p.
Keyword
IT-incidenthantering IT-incidenthanteringsprocess IT-incident
National Category
Information Science
Identifiers
URN: urn:nbn:se:mdh:diva-1458OAI: oai:DiVA.org:mdh-1458DiVA: diva2:113573
Presentation
(English)
Uppsok
teknik
Supervisors
Available from: 2008-10-24 Created: 2008-10-22 Last updated: 2008-10-24Bibliographically approved

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