Improving Test Environment Service Operations : Case: Remote Research and Development Centre
Laitala, Kariantti (2014)
HAAGA-HELIA ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014052910925
https://urn.fi/URN:NBN:fi:amk-2014052910925
Tiivistelmä
The aim of this master’s thesis was to find best practises and frameworks to improve test environment organization’s service operations. The main objectives were to develop new ways of working and build clear interfaces that would help the service operation for a test environment user organization located on a remote site.
The study was conducted using case study and action research methodologies. The background data was collected by interviewing personnel from the test environment user organization and the test environment service provider organization. The improvement plan was developed based on the interview data.
The study focused on improving the processes related to requesting changes to existing test environment equipment and networks and requestig support from test environment organization. In addition, the process of handling support requests was introduced. Also, this master’s thesis gives recommedations how the service operations should be improved using centralized service desk and technical management functions. Finally, the competence profle of onsite personnel was constructed and introduced.
The requesting changes to existing test environment equipment and requesting support from test environment organization were implemented in the operations. The evaluation of the results of the implementations shows the study meets the objectives of this master’s thesis. The new processes will establish clear interfaces between the test environment service provide and test environment user organization.
The study was conducted using case study and action research methodologies. The background data was collected by interviewing personnel from the test environment user organization and the test environment service provider organization. The improvement plan was developed based on the interview data.
The study focused on improving the processes related to requesting changes to existing test environment equipment and networks and requestig support from test environment organization. In addition, the process of handling support requests was introduced. Also, this master’s thesis gives recommedations how the service operations should be improved using centralized service desk and technical management functions. Finally, the competence profle of onsite personnel was constructed and introduced.
The requesting changes to existing test environment equipment and requesting support from test environment organization were implemented in the operations. The evaluation of the results of the implementations shows the study meets the objectives of this master’s thesis. The new processes will establish clear interfaces between the test environment service provide and test environment user organization.