Date: 2008-10-06Level: Bachelor thesis within Information Technology and business economics, 15p, EIK021Authors: Anna Karlsson, akn05009@student.mdh.seLena-Maria Lindström, llm05002@student.mdh.seMagnus Wretlund, mvd05001@student.seTutor: Marie Mörndal Title: Managing IT-incidents, a case study at ICAs IT department                            OperationsKeywords: IT-incident management, IT-incident management process, IT-incident, ITIL, CCTA Problem: An organization can benefit by having an established management process of handling IT-incidents. But how can this be achieved? Are there step-by-step procedures? What´s included in the management process of IT-incidents? Is the size of the organization relevant to which model is to be chosen? Can the work of the writers of this essay result in a recommendation of a specific model for IT-incident management? These questions lead to the following essay question; How are IT-incidents managed?Purpose: The purpose of this thesis is to describe and discuss how IT incidents can be managed.Method: The writers of this essay have performed a case study at ICA, a Swedish food retail company. Eleven interviews with nine different persons have been carried out. The interviews are analyzed in the chapter called Resultat och analys.Conclusion: Our conclusion is that there are both similarities and differences in Dept.

The aim of this study is to evaluate an alternative projection of the Medial Coronoid Process (MCP) of the canine elbow joint. The projection (Di35M-PrLO) was, to my knowledge, first mentioned in an article by Haudiquet et al in 2002. In that article the projection was tested in vitro, and a good sensitivity was showed for the Medial Coronoid Process. The projection might be helpful in cases of suspected Fragmented Coronoid Process (FCP) . This study is divided into three parts. The first part is an in-vivo test of the projection, including technique and subjective evaluation of the outlining of the MCP.

The aim of this study was to analyze the assessment of the primary school, from the teacher?s perspective. There has been an ongoing discussion regarding assessment and about the purposes of assessment for a long time. But there is a paucity of research on what teachers believe about. This study examined primary teachers? beliefs on major purposes of assessment.Assessment is the process of gathering and interpreting information about students? learning.

This paper aims at shedding light on the effects of a broken psychological contract in terms of job satisfaction. In a qualitative field study, the author researches seven newly recruites employees about their expectations when starting their jobs at the rapidly growing, Swedish company Klarna. Using Herzbergs two-factor model of hygiene and motivation factors as well as modern motivation theory, i.e. self-determination theory, the study answers questions as to what makes a candidate choose a company and what factors motivates as well as demotivates the recruit at the job, in the onboarding phase. The result is an attempt to describe what makes a recruitment process successful..

Denna magisteruppsats handlar om lärande och hur det påverkar individer, projekt och organisationer. EU: s nya satsning på 450 millioner euro, för 2005, visar att fenomenet lärande är ett, i allra högsta grad, aktuellt ämne. Det förs en diskussion om varför lärandet finns och på vilket sätt det inverkar på projektprocessen. Det redogörs även för olika sätt att se på projekt och hur det står gentemot process samt hur stress, tid, kostnad och lärandet står i perspektiv till detta. I undersökningen förs även en diskussion om, på vilket sätt informationsteknologiska projektverktyg kan stödja lärandet..

The most important conclusion of this study is that the negotiations between the parties ends when conflicts arise from property owners, and with this the time will be extended and be more costly. During the study it has been shown that good communication is the key to an effective and successful negotiation between the parties.The purpose of this study is to investigate how the practical procedure under expropriation is in relation to the legal text, in other words, describe and analyze the procedure for expropriation under current rules but also to explain how it operated in practice. This is to get a picture of how the process works and what effects it receives.Three methods were used for the study. A literature review for understanding how expropriation relates according to the law. A case study from an ongoing expropriation in Sundsvall municipality, and an interview with seven affected interested parties from the expropriation.Reviewed literature describes how the application of the Expropriation Act must go to as well as other research on the topic.

This thesis examines the interaction between European football and the European Union and if it can generate Europeanization. By using theories of Johan P Olsen and Claudo M Radaelli a theoretical framework was constructed in which Europeanization is seen as an interaction between the European level and the domestic level. The Europeanization is regarded as a two way process with elements of top-down and bottom-up pressures. The study focus on the changes and the actors in the Europeanization process and how the European Union as a top-level and European football as a bottom-level influence each other to European changes. The theoretical framework is used to analyze the Bosman case and the Cotonou agreement's implementation in a Swedish football context.

Alla organisation genomgår förändringar under sin livstid i olika former. Individernas attityder i organisationen påverkar hur effektiv förändringsprocessen blir, oavsett vilken slags förändring som skall genomgås. Vi har valt SJAB som fallstudie i eftersom de kommer att behöva gå igenom en förändring till följd av den troliga vregleringen av persontågstrafiken. Vårt syfte med detta arbete är att studera SJ:s högre chefers attityder till denna kommande förändringen. I uppsatsen intervjuas ett antal chefer på olika nivåer i syfte att ta reda på deras tankar och inställning inför detta.

Many companies do not register all the stops that occur in a production plant, it often takes longer to report than to fix the problem. If no problems are registered, you cannot trace where the problems arise.This master thesis was performed at AcobiaFLUX and they have noticed an increased demand from their customers to trace problems raised in their processes. The aim of the thesis was to find out how a tool to monitor a process best could be developed. Then the most essential from the theoretical base was developed into a useful tool for operators. For the operators to know if the process utilizes the full capacity of a process, the tool presents a measure of the Overall Equipment Efficiency, OEE.

This thesis examines the tendering process from the point of view of Swedish building contractors. The purpose with the study is to chart the decision process for the contractors during the tendering process. The study is designed as a survey study. This made it possible to reach a wide base of respondents, not letting such factors as geography being an issue. The survey itself was characterised by a very high response rate compared to other similar studies. The result from this study shows that former experience from similar projects, current workload and the clients economic condition are very important factors for both whether or not the contractor will bid for a project as well as the cost estimation and tendering price. Former experience from similar projects is also an important factor for the determination of the indirect costs.

This study explores employees subjective experience of their employment relation before and during an outsourcing process and has its starting point in the concept of the psychological contract. Eight employees, in the process of being outsourced, were interviewed. The focus was on ?the employees? individual experiences and stories about the subjective and perceived employment relationship. Data were analyzed using basic qualitative analysis.

 Syfte: Syftet med studien är att undersöka och analysera hur företag implementerar CRM i avsikt att identifiera de bakomliggande faktorerna till att företag misslyckas med en CRM implementering.Teorier: CRM som process, Implementeringsstrategier, ImplementeringsmodellMetod: Kvalitativ studie som består av fyra semi-strukturerade intervjuer med olika företag.Empiri: Består av fyra intervjuer med CRM-ansvariga från respektive företagSlutsats: Om företaget förstår och tar hänsyn till alla faser i CRM implementering, och generellt anser att alla faser är lika viktiga då alla delar går ihop, leder detta till en lyckad CRM implementering. De bakomliggande faktorerna till ett misslyckat CRM-implementering är i stort sett att företagen anser att en fas är viktigare än en annan fas, vilket leder till att företaget ned prioriterar andra faser som är väsentliga vid en implementering av CRM. .

The competition between brands on a market has led to a differentiation of the product range and the brands shape is more and more important to take consideration to. As a company and as a leader, you must understand the importance of working with a brand building-process int he organization. It is important to take advantage of the core assets you have with the brand and also within the organization.The paper is presenting David Aakers brand building-process witch involves a model for identity and the seed within. Aaker describes that a clear brand identity can help communicate both intern the organization and out to extern costumers, it could help bring clarity to what the brand stands for. And what it wan to send out.

The aim of this study was to create a greater understanding of apostates, by analyzing narratives of five ex-members regarding their exit from Jehovah?s Witnesses. I conducted interviews to gather descriptions from specific individuals in relation to their experiences, mainly focusing on the role of an ex-member of a specific group. The informants in the study were 38-73 years old, three women and two men. The empirical data I collected was later coded through qualitative content analysis, where central topics and themes formed the basis for the analysis of the results.

Resultaten från de analyser jag gjort visar, för det första, på att individer med karriärinriktade attityder tenderar att oftare jämför sig med andra inom företaget. Då tidigare forskning (Berg-lund 2003) visat på en koppling mellan karriärinriktade attityder och en individualiserad ar-betssituation finns anledning att vidare studera just kopplingen mellan individualisering och frekvensen av jämförelser. Den andra delen av mina analyser visar att det finns ett samband mellan upplevd orättvisa och frekvensen av jämförelser på så sätt att ju mer man jämför sig desto större är sannolikheten att uppleva orättvisa. Materialet ger även ett visst stöd för att det finns ett direkt samband mellan karriärinriktade attityder och upplevd orättvisa. Detta sam-band förstärks när individen uttryckligen är intresserad av en mer kvalificerad befattning..