Graduation Internship: Implementing Problem Management within IT Service Management

BAS Group is an international family-owned company headquartered in Veghel, the Netherlands. The group operates multiple companies within the commercial vehicle industry and supports customers worldwide with services related to trade, parts, logistics, and digital platforms.

To support this organization, BAS IT handles many requests, incidents, and issues coming from the business. These are registered in systems such as Jira, providing a strong operational basis for service delivery. At the same time, this also creates an opportunity to move beyond reactive issue handling and focus more on identifying structural problems and improving the underlying processes. During this internship, you will contribute to the further professionalization of IT service management within BAS.

Assignment Description

Within BAS, many issues from the business are already captured in Jira. However, recurring issues and underlying structural problems are not always systematically identified, analysed, and addressed. As a result, teams may spend time repeatedly solving symptoms rather than preventing root causes.

The goal of this internship / graduation project is to help BAS design and implement a practical problem management approach that fits the organization and supports more mature IT service management.

Central research question:

How can BAS implement a problem management approach that helps identify recurring issues, address root causes, and improve IT service management processes in a sustainable way?

The project can focus, in collaboration with the student, on topics such as:

• Analysis of incoming issues, recurring patterns, and current workflows in Jira

• Distinguishing incidents, service requests, and structural problems

• Designing a problem management process for BAS IT

• Modelling and documenting IT service management processes, including process flows, work instructions, and role descriptions

• Supporting the first implementation or pilot of the process within the department

Deliverables

• An analysis of recurring issues and patterns based on Jira data and current ways of working

• A proposed problem management process tailored to BAS IT

• Process documentation, including process flows, work instructions, and role descriptions

• POC of a potential solution to the issue

• Support for a pilot or first implementation within the department

• Documentation and a final presentation of the results

We are looking for a student who:

• Is currently enrolled in an HBO or WO program such as Business IT & Management, IT Service Management, Technical Business Administration, or a related field

• Has an interest in process improvement, service management, and organizational change

• Works accurately and communicates clearly with different stakeholders

• Has good communication skills in English

We are BAS!

We are in business since 1962. Since then, we established our name as a reliable force in Automotive. As a family business, we are active in purchasing, service and sales of trucks, tractors, trailers, construction machinery, commercial vehicles and agricultural machinery worldwide.

We have incorporated all our knowledge and experience into the development of basworld.com. Where we connect buyers and sellers and help them trade quickly, easily and safely. Our ambition for BAS has no limits. Will you be the one who takes BAS to the next level?

In summary: at BAS we always go full speed and every day is different. With over 1,000 colleagues we try to make ourselves a little better for our customers every day. A family business with passion, teamwork and entrepreneurship is what we stand for.