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Welcome to Kuopio iTSMF Roadshow
•Opening of the seminar – Marko Jäntti, PhD, University of Eastern Finland
• itSMF Finland as a best practice partner – Liisa Torkkeli, trainer and consultant, itSMF Finland board member
•ISO 20k and ITSM Standardization: Route to Service Excellence? – Kristo Jokela, Development and Quality Manager, Istekki Oy
•Process Assessment for CSI – Aileen Cater-Steel, professor, University of Southern Queensland
•Coffee & Networking
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Continual Service Improvement - Overview
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Source: Softpedia
Quick Wins
ServiceImprovements
DevelopmentIdeas
Measurement & Reporting
Barriers
From CSI to Service Excellence
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CSI as a Core Source of Innovation
QualityStandards
Audits
ProcessReviews
Quality Improvement
New ServiceConcepts
Service Excellence
QualityManuals
QualityCircles
CostSavings Programs
Continual ServiceImprovement
IT Service Management Research at UEF
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• ITSM research started in 2004
•Key research areas– IT Service Desk and Customer
Support
– Implementation and Improvement of Service Operation Processes
– Continual Service Improvement
•Active collaboration with international ITSM research partners
• ITSM process improvement with over 20 IT service provider organizations
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