Improved IT Change and Release Management Process
Korkalainen, Kaisa (2017)
Metropolia Ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705178726
https://urn.fi/URN:NBN:fi:amk-201705178726
Tiivistelmä
This Thesis aims to improve the change and release management process within an IT organization in a large manufacturing company. The current change and release process works, but not as optimally as it could. The change requests created by the business users for changing something in the IT solutions, but due to lack of transparency in the process they do not get the information when the requested change will be released to production, if released at all.
This study is done as case study where data is collected by conducting interviews within the case organization, studying the results of past IT satisfaction surveys and discussion ongoing in Yammer, company internal social media. A literature review is conducted for finding best practices for creating a conceptual framework for eliminating the weaknesses identified with the data collection.
The study results in giving ideas for how to improve the weak points by improving the process flow, building set of KPIs and adding more transparency and communication to the overall change and release management process.
The findings will be utilized in the case organization both in short term and in long term as some of the improvement proposal ideas need an implementation of a new change management tool as current tool does not support the functionalities needed for the implementation. As the case organization is already planning on implementing a new tool, the improvement suggestions can be used to help with the implementation.
This study is done as case study where data is collected by conducting interviews within the case organization, studying the results of past IT satisfaction surveys and discussion ongoing in Yammer, company internal social media. A literature review is conducted for finding best practices for creating a conceptual framework for eliminating the weaknesses identified with the data collection.
The study results in giving ideas for how to improve the weak points by improving the process flow, building set of KPIs and adding more transparency and communication to the overall change and release management process.
The findings will be utilized in the case organization both in short term and in long term as some of the improvement proposal ideas need an implementation of a new change management tool as current tool does not support the functionalities needed for the implementation. As the case organization is already planning on implementing a new tool, the improvement suggestions can be used to help with the implementation.