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Upplevda framgångsfaktorer för kommunal IT-support: Är ITSM svaret på pedagogernas önskan om att minska supportbehovet?
Mid Sweden University, Faculty of Science, Technology and Media, Department of Archives and Computer Science.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Det senaste decenniet har svenska skolor fått tillgång till stora mängder tekniska hjälpmedel. Skolverket har de senaste åren kunnat konstatera att det finns ett stort behov av kompetenshöjning vad gäller IT-kunskaper hos pedagoger. Samtidigt är tillgången på support för pedagoger på vissa håll begränsad. IT Service Management (ITSM) är en strategi för hur IT-tjänster kan hanteras för olika organisationer, och används för att se till att tjänsterna levereras med rätt kvalité och så kostnadseffektivt som möjligt. Syftet var att undersöka om ITSM, eller delar av strategin, fungerar som framgångsfaktorer som bidrar till att minska den tid pedagoger måste lägga på teknikstöd. Undersökningen skedde i form av två enkäter, där en var riktad mot IT-avdelningar och en mot skolrepresentanter. Dessa båda enkäter skickades ut till 29 kommuner som valdes ut genom systematiskt urval. Resultaten visade att en klar majoritet av respondenterna i kommuner som använder sig av delar av ITSM också anser att dessa komponenter är framgångsfaktorer för att minska behovet av teknikstöd. Resultaten visade också att det inte finns någon stark koppling mellan antalet ITSM-komponenter en kommun har och dess storlek.

Abstract [en]

During the last decade, Swedish schools have gained asset to a large amount of technical resources. The Swedish National Agency for Education has during the last couple of years identified a big need of increasing the skills when it comes to knowledge in IT among the educators. At the same time the access to technical support for the educators is somewhat limited. IT Service Management is a strategy for handling IT services in different organisations, and is used to make sure that the services are delivered with the right quality and as cost-effectively as possible.The objective of this study is to examine if IT Service Management (ITSM), or parts of the strategy, works as a success factor that decrease the amount of time that educators have to spend with technical support. The investigation consisted of two surveys, one was meant for the IT department and one was directed towards the representatives of the schools. Both of these surveys were sent to 29 municipalities that were selected through systematical selection.The results showed that a clear majority of the respondents that use parts of the ITSM strategy also think that these components are success factors that decrease the need of technical support. The results also show that there were not any clear connections between the number of ITSM components used in a municipality and the size of the municipality.

Place, publisher, year, edition, pages
2015.
Keyword [en]
ITSM, municipality, education, success factor
Keyword [sv]
ITSM, kommun, utbildning, framgångsfaktor
National Category
Computer Science
Identifiers
URN: urn:nbn:se:miun:diva-26169OAI: oai:DiVA.org:miun-26169DiVA: diva2:865959
Subject / course
Computer Science IF1
Supervisors
Examiners
Available from: 2015-11-02 Created: 2015-10-29 Last updated: 2015-11-02Bibliographically approved

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fulltext(446 kB)46 downloads
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf