Improvement of the Requester Console (front-end) and the Reference Configuration (back-end) of a ticketing management system (BMC Remedy)
Mäkelä, Minna; Martinez, Raul (2017)
Mäkelä, Minna
Martinez, Raul
Haaga-Helia ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017090614847
https://urn.fi/URN:NBN:fi:amk-2017090614847
Tiivistelmä
The objectives of this project were to deliver and deploy an improved Requester Console and a standardised Reference Configuration to be used across all IT services in our target organisation.
The theoretical framework of this project included the exploration of methodologies that helped us to focus on the end users’ needs to create a better interface (UX Research and UX Design), to simplify and remove waste (Lean) and to apply the best IT Service Management practices (ITIL).
The methods used to collect quantitative and qualitative data for our project were interviews and focus groups combined with brainstorming and extraction of data using a Business Objects reporting tool.
Once all the information needed was collected, we analysed it using four different methods: Affinity diagrams, Ishikawa diagrams, MoSCoW method and Pareto distribution.
The conclusions obtained from the analysis combined with the applied theory made possible the creation of several iterations for the Requester Console and the piloting of four IT services for the Reference Configuration. This helped us to collect feedback and fine tune them before the go live. A validation for both elements was done one month after the go live to verify that our initial objectives were achieved.
As a conclusion we were both satisfied with the project delivered since it was on time, with the quality and user satisfaction expected. From the personal point of view, this experience expanded our knowledge in the IT Service management area and improved the efficiency of our daily tasks.
The theoretical framework of this project included the exploration of methodologies that helped us to focus on the end users’ needs to create a better interface (UX Research and UX Design), to simplify and remove waste (Lean) and to apply the best IT Service Management practices (ITIL).
The methods used to collect quantitative and qualitative data for our project were interviews and focus groups combined with brainstorming and extraction of data using a Business Objects reporting tool.
Once all the information needed was collected, we analysed it using four different methods: Affinity diagrams, Ishikawa diagrams, MoSCoW method and Pareto distribution.
The conclusions obtained from the analysis combined with the applied theory made possible the creation of several iterations for the Requester Console and the piloting of four IT services for the Reference Configuration. This helped us to collect feedback and fine tune them before the go live. A validation for both elements was done one month after the go live to verify that our initial objectives were achieved.
As a conclusion we were both satisfied with the project delivered since it was on time, with the quality and user satisfaction expected. From the personal point of view, this experience expanded our knowledge in the IT Service management area and improved the efficiency of our daily tasks.