Welcome to Kuopio iTSMF Roadshow Opening of the seminar – Marko Jäntti, PhD, University of...
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![Page 1: Welcome to Kuopio iTSMF Roadshow Opening of the seminar – Marko Jäntti, PhD, University of Eastern Finland itSMF Finland as a best practice partner – Liisa.](https://reader036.fdocuments.in/reader036/viewer/2022070308/551c2afb550346ad4f8b6023/html5/thumbnails/1.jpg)
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
11.04.23 1
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Continual Service Improvement - Overview
11.04.23 2
Source: Softpedia
Quick Wins
ServiceImprovements
DevelopmentIdeas
Measurement & Reporting
Barriers
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From CSI to Service Excellence
11.04.23 3
CSI as a Core Source of Innovation
QualityStandards
Audits
ProcessReviews
Quality Improvement
New ServiceConcepts
Service Excellence
QualityManuals
QualityCircles
CostSavings Programs
Continual ServiceImprovement
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IT Service Management Research at UEF
11.04.23 4
• 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