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.
2008. , p. 59