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