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.

Abstract Students' questions play an important role in both teaching and learning science. However, in a traditional classroom, the teacher is the center of attention and poses questions to which students answer. The students seldom ask questions to which the teacher responds. The purpose of this paper is to examine teachers' attitudes towards student questions. This paper will also explore teachers? views on the issues related to students? questions for science education.

The aim of the study was to describe how patients experienced communication, treatment and costs at the dental hygienist program at Högskolan Kristianstad. The study was based on a questionnaire that was made at the patient clinic. The questionnaire was conducted by the treating dental hygienist student after the treatment. The questionnaire was answered in the waiting room. Collection of the material occurred during the month of March in 2009.

The purpose of this work is to see if the students, on two separate high schools, understand what skills you should achieve after completing the course in physical education and health A 100 points. The entire study is based on a student perspective. In order to best answer the purpose, the questionnaire used in the "available groups" in schools. The questions for the work are: To what extent and how students perceive what they should achieve after completing the course in Sport and Health A?, Which is the goal, based on the curriculum in Physical Education, that students feel are important to achieve? and how do a comparison like between these two schools on the basis of what students perceive that they must achieve in Sport and Health A?The result shows that the main goal that finds support in the course objectives is an assertion; Has knowledge of what to eat to maintain or improve health, which over 90% of students had checked in.

AbstractThe Swedish public school system claims to be a school for all. This means in particular that school is, not only open to all children between 7 and 16 years, but also that compulsory schooling prevailing. Our society's development is making increasing demands on the theoretical capacity, and school's goals aligned in the same direction. The proportion of pupils failing to achieve the goals are increasing in number, a failure which has major implications not only for the individual student but also for society at large. This study's focus is directed against a group of students where the reason for this is a lack of ability to abstract thinking.

Today in Sweden the concept of the greyzone students that stands between the nine-year compulsory school and special school for mentally retarded children is recognised in different studies and reports. It is not obvious for this group of students to decide which category best can comply with their needs. Should they go in nine-year compulsory school or special school for mentally retarded children? In the last years there have been alarming rapports about how the share of students in special school increases. A study shows that the greyzone students are a group that distinctly is on the increase in the special school.

Following study is about motivation from a student perspective. Based on the prescribed literature and published research, the concept and field of motivation have been illuminated. The purpose of the study was to examine how students in ninth grade perceived their educational motivation and what kind importance they considered it had for their performance in school. The study is also supposed to base upon the result; clarify the differences if any between schools. In an attempt to get a clear image of this a quantitative method in the form of surveys was made on two schools in the Stockholm region. One of the schools had a really good merit value, and the other had a rather poor merit- value. By choosing a quantitative method a relatively large number of students where able to participate and equally large quantity of statistics have been presented. The result point at motivation in the participating students in both schools can increase and decrease through different factors.

AbstractThe Swedish public school system claims to be a school for all. This means in particular that school is, not only open to all children between 7 and 16 years, but also that compulsory schooling prevailing. Our society's development is making increasing demands on the theoretical capacity, and school's goals aligned in the same direction. The proportion of pupils failing to achieve the goals are increasing in number, a failure which has major implications not only for the individual student but also for society at large. This study's focus is directed against a group of students where the reason for this is a lack of ability to abstract thinking.

The assessing of student texts is an ordinary and important task for teachers, and the purpose of this study is to investigate, analyze and discuss which aspects of writing that particularly have an effect on the assessment of the student texts. The aspects in focus are: contents, genre, text length, paragraphing, sentence structure and choice of words.The data is drawn from six texts in the national test in Swedish for the 9th grade. Thetexts are analyzed quantitatively and qualitatively regarding contents as well as language.The results show that the qualities of language influence the assessment more than the qualities of contents. Both word variation index and the number of long words increase in relation to raising marks. Uncommon words are also more frequent in texts which receive higher marks.

Today there are many students in schools with a wide variety of different behavioral disorders. Among these disorders you can find ADHD. We have selected to research how pedagogues respond to students with ADHD. The essay will address the issues concerning the pedagogues own knowledge about ADHD. This essay will problematize if pedagogues find their knowledge about ADHD sufficient enough to respond to students with ADHD and other students without diagnoses of one of the class equivalent manner.

Att ta steget från en universitetsvärld till att träda in i en yrkesverksamhet kan upplevas som okänt och den nyutexaminerade sjuksköterskan kan känna av påtagliga skillnader mellan de två kulturerna. Hälso? och sjukvården har idag ett ökat krav på effektivitet som påverkar all sjukvårdspersonal, så även blivande sjuksköterskor. Forskning har visat att just övergången från student till nyutexaminerad sjuksköterska kan vara en plötslig omställning och att upplevelsen att vara ny och oerfaren kan upplevas som chockartad. Frågor om nyutexaminerade sjuksköterskors upplevelser under denna transition är inte fullständigt besvarade och faktorer för att främja processen är inte klart definierade.

The purpose of this study is to find out teachers view on manipulatives as a way to concretize a certain mathematical content and to highlight knowledge and experiences within the range of using manipulatives to concretize. By answering the questions below different approaches a teacher may have towards the manipulatives and how that may impact on student?s learning will also be discussed in comparison to mainly traditional and socially constructive theories of learning.What is the teachers view on manipulatives as a way to concretize?What purpose do they have when using manipulatives?According to the teachers, what does it mean to concretize a certain mathematical content?According to the teachers, what connection is there between manipulatives and concretizing?Through interviews and observations conclusions can be made that the teachers are in general positive towards using manipulatives as a way to concretize a certain mathematical content although the definition of what a manipulative is differ somewhat between the teachers. The teachers working with manipulatives do it in a well thought out fashion but more research is needed to furthermore define the purpose of using manipulatives. Few countries spend so much time concretizing and working with manipulatives as Sweden do, but still Sweden score below the OECD-average on the mathematical PISA-tests.

This study investigates the difficulties that may arise for students as a consequence of differences that exist in mathematics education between different educational systems. The questions asked are when and why difficulties as a consequence of differences in writing or types of student problems may arise and in which way teachers and students attend to these difficulties. The focus is thus on the written parts of mathematics education and the questions are asked within the frame of general upper secondary education.In order to answer these questions, a sociocultural perspective based mainly on Sfard?s (2006) participationist theories together with Vygotsky?s (1999) general theories on development and learning is used. An important analytic tool is the discourse concept which in this context means a type of communication that brings some people together while excluding others from the communication.

Den här studien har genomförts för att undersöka hur en gitarrlektion fungerar över internet och hur den upplevs av dess användare. Undersökningen har genomförts genom att jag och två av mina gitarrelever har utforskat två olika gitarrhemsidor. Vi har tagit lektioner från dessa sidor. Där visas materialet genom video, ljud och med eller utan tabulatur. Därefter har mina elever intervjuats där de bland annat har fått svara på frågor om vad de tyckte om hemsidan, lektionen och lärarens kvalitet och hur det kändes att inte ha en lärare närvarande vid lektionstillfället.

The purpose of this project is to examine students' pespectives on quality in teaching. The characteristics that are described to denote a 'good' and 'less good' teachers are linked to ideas about types of corresponding leadership styles in the classroom. The report is based on surveys of students in Upplands-Bro high school outside Stockholm. In order to get better insight and further knowledge of the subject, the student accounts have been related to current discussions in the literature about good leadership and teaching quality.Following the methodology of grounded theory a pilot study was constructed to design the research instruments. In the pilot study I collected students' perceptions on quality-related categories in teaching and leadership which then formed a bases for a survey which was distributed to a larger student sample. The survey includes questions that relate to the middle order, which is based on three criteria that make up the characteristics of a 'good'/ 'less good' teacher and the leadership style that suits students descriptions of good teacher characteristics.The results of the study show that a good teacher should have subject knowledge, be good at writing and illustrating the curriculum on the whiteboard and explain and clarify their instruction through good communication.