1. Tilannekatsaus IT-palvelujohtamiseen Suomi 2012 Jon Iden Norges Handelshøyskole Institutt for strategi og ledelse ITSM Monitor 2012

2. Tutkimusmalli Senior Mnt. Involvement Org. Commitment Group Efficacy Org. Resources ITIL Implementation Benefits Process management ITIL project quality ITSM Sw quality Sector Business Condition

3. Milloin ITIL-työ on aloitettu?

4. Tilanne: Service Strategy ja CSI Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5 Prosessi20102012Pohjois- maat Financial Management 2.82.32.1 Service Portfolio Management 2.32.62.5 The 7-step improvement process 2.42.2

5. Tilanne: Service Design Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5 Prosessi20102012Pohjois- maat Service Catalogue Management 2.7 3.22.7 Service Level Management 3.1 3.23.0 Capacity Management 2.1 2.52.3 Availability Management 2.3 2.62.5 IT Service Continuity Mgmt 2.6 2.92.6 Information Security Mgmt 2.7 3.12.8 Supplier Management 2.3 3.02.6

6. Tilanne: Service Transition Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5 Prosessi20102012Pohjois- maat Transition Planning and Support 2.2 2.92.7 Change Management 3.2 4.03.6 Service Asset and Configuration Management 2.8 3.22.7 Release and Deployment Mgmt 2.4 2.83.0 Service Validation and Testing 2.0 2.82.7 Evaluation 1.7 2.32.4 Knowledge Management 2.2 2.62.3

7. Tilanne: Service Operation Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5 Prosessi20102012Pohjois- maat Event management 2.9 2.8 Incident Management 4.0 4.44.2 Problem Management 3.0 3.83.5 Request Fulfillment 3.2 3.53.2 Access Management 2.6 3.43.1 Service Desk 3.9 4.44.2

8. Kokemukset ITSM-ohjelmistoista Tekijä2012Pohjois- maat Status implementation 3.63.2 ITSM sw helps us implement ITIL faster 3.83.5 ITSM sw improves the results of our ITIL implementation 4.03.8 ITSM sw helps us perform our processes more efficient 4.13.8 It is easy for our staff to use the ITSM sw 3.53.2 Not started: 1, Early: 2, Half way: 3, Advanced: 4, Completed: 5 Totally disagree 1, 2, 3, 4, 5 Totally agree

9. Mitä tuloksia on saavutettu? Tulokset2012Pohjois- maat Our IT operation has been improved 4.03.9 Our processes have been improved 3.93.7 Our roles and responsibilities have been clarified 4.24.1 Our service orientation has been improved 4.03.8 Our IT costs have been reduced 3.93.8 Totally disagree 1, 2, 3, 4, 5 Totally agree

10. Prosessit Tulokset2012Pohjois- maat Our processes are well standardized 3.53.4 Our processes are well documented 3.3 Process ownership is well established 3.53.4 Process performance is being systematically monitored 3.33.0 Our processes are continuously being improved 3.12.9 Totally disagree 1, 2, 3, 4, 5 Totally agree

11. Onko johto mukana hankkeessa? Johdon sitoutuminen20102012Pohjois- maat Senior management is strongly involved -3.63.4 Senior management provides continuous feedback and guidance 3.33.53.0 A member of senior management champions the ITIL project 3.23.63.3 Totally disagree 1, 2, 3, 4, 5 Totally agree

12. Onko organisaatio mukana hankkeessa? Relative significance : Low 1, 2, 3, 4, 5 High Organisaation sitoutuminen20102012Pohjois- maat Sufficient resources has been allocated for the ITIL- project 3.63.43.0 Key people are staying on the ITIL-project from its start to finish in order to maintain continuity 3.4 The IT staff strongly supports the ITIL-project -3.2 Totally disagree 1, 2, 3, 4, 5 Totally agree

13. Mikä on organisaation ITIL-tuntemus? Pätevyystaso20102012Pohjois- maat The project group has sufficient knowledge about ITIL 3.93.73.6 The project group is using a formalized method for developing ITIL-processes 3.53.43.3 The project members are working hard to implement ITIL 3.7 Totally disagree 1, 2, 3, 4, 5 Totally agree

14. Odotusten täyttymys

15. ITSM MONITOR 2012