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Studying Continual Service Improvement and Monitoring the Quality of ITSM

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Book cover Quality of Information and Communications Technology (QUATIC 2019)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1010))

Abstract

Through Continual Service Improvement (CSI), IT service providers aim at identifying, documenting, evaluating and prioritising improvement areas in services and service processes. CSI plays a crucial role in managing service and process quality as well as transforming improvement suggestions and ideas into concrete actions and product features. Unfortunately, many companies lack the systematic CSI approach and tools. This may lead into lost business opportunities, long processing times in implementing customers’ change requests and finally losing key customers. Additionally, digital transformation creates a need for more agile and flexible CSI. Therefore, CSI is an actual and interesting research target from service quality perspective. In this paper, CSI practices of a Finnish IT service provider company are studied. The research problem is: How IT service provider organizations perform Continual Service Improvement methods as part of daily service operation management? The main contribution of this paper is to present findings from a case study with a ISO/IEC 20000 compliant service organization. We focus on exploring how the quality of CSI targets is monitored, how CSI is organized and deployed into practice and how service-related improvements are managed.

Supported by Digiteknologian TKI-ympäristö project A74338 (ERDF, Regional Council of Pohjois-Savo).

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Author information

Authors and Affiliations

  1. Istekki Oy, P.O Box 2000, 70601, Kuopio, Finland

    Sanna Heikkinen

  2. School of Computing, University of Eastern Finland, P.O Box 1627, 70211, Kuopio, Finland

    Marko Jäntti

Authors
  1. Sanna Heikkinen
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  2. Marko Jäntti
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Corresponding author

Correspondence to Marko Jäntti .

Editor information

Editors and Affiliations

  1. Department of Information Technologies and Systems, University of Castilla-La Mancha, Ciudad Real, Spain

    Mario Piattini

  2. Departamento de Engenharia Informatica, University of Coimbra, Coimbra, Portugal

    Paulo Rupino da Cunha

  3. Department of Information Technologies and Systems, University of Castilla-La Mancha, Ciudad Real, Spain

    Ignacio García Rodríguez de Guzmán

  4. Department of Information Technologies and Systems, University of Castilla-La Mancha, Ciudad Real, Spain

    Ricardo Pérez-Castillo

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Heikkinen, S., Jäntti, M. (2019). Studying Continual Service Improvement and Monitoring the Quality of ITSM. In: Piattini, M., Rupino da Cunha, P., García Rodríguez de Guzmán, I., Pérez-Castillo, R. (eds) Quality of Information and Communications Technology. QUATIC 2019. Communications in Computer and Information Science, vol 1010. Springer, Cham. https://doi.org/10.1007/978-3-030-29238-6_14

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  • DOI: https://doi.org/10.1007/978-3-030-29238-6_14

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-29237-9

  • Online ISBN: 978-3-030-29238-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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