SIAM Dashboard for an Industrial Manufacturing Company
Heinonen, Markus (2018)
Avaa tiedosto
Lataukset:
Heinonen, Markus
Metropolia Ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201805076939
https://urn.fi/URN:NBN:fi:amk-201805076939
Tiivistelmä
This thesis focuses on proposing a SIAM dashboard for an industrial manufacturing company. The case company utilizes SIAM (Service Integration and Management) for managing their company’s IT services and vendors, but at the start of this thesis there was no real-time information easily available for the managers working at the SMO (Service Management Office) regarding the IT service and core process performance. There were also no standardized KPIs for measuring IT service and core process performance.
This thesis was conducted as a case study, with data collected from the case company experts working within the SMO (SIAM function). The data used in this study is based on confidential case company interviews (3), case company workshop (1), and validation provided by the case company experts working within the SMO.
This thesis proposed a SIAM Dashboard for the case company, which was built based on a comprehensive collection of available knowledge and best practice gathered from trusted sources (ITIL® 2011, IT Service Management Forum).
As a result, the SIAM KPIs were standardized to be used within the case company. In addition, the SIAM Dashboard proposed in this thesis was implemented in the case company ITSM tool and now provides real-time information for the managers working within the SMO regarding IT service and core process performance.
This thesis was conducted as a case study, with data collected from the case company experts working within the SMO (SIAM function). The data used in this study is based on confidential case company interviews (3), case company workshop (1), and validation provided by the case company experts working within the SMO.
This thesis proposed a SIAM Dashboard for the case company, which was built based on a comprehensive collection of available knowledge and best practice gathered from trusted sources (ITIL® 2011, IT Service Management Forum).
As a result, the SIAM KPIs were standardized to be used within the case company. In addition, the SIAM Dashboard proposed in this thesis was implemented in the case company ITSM tool and now provides real-time information for the managers working within the SMO regarding IT service and core process performance.