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 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 10.1.2015 1

2. Continual Service Improvement - Overview 10.1.2015 2 Source: Softpedia Quick Wins Service Improvements Development Ideas Measurement & Reporting Barriers

3. From CSI to Service Excellence 10.1.2015 3 CSI as a Core Source of Innovation Quality Standards Audits Process Reviews Quality Improvement New Service Concepts Service Excellence Quality Manuals Quality Circles Cost Savings Programs Continual Service Improvement

4. IT Service Management Research at UEF 10.1.2015 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