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Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering

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Book cover Product-Focused Software Process Improvement (PROFES 2012)

Part of the book series: Lecture Notes in Computer Science ((LNPSE,volume 7343))

Abstract

Due to success of IT service management frameworks, the service desk function and the incident management process are improvement targets of high priority for many IT companies at the moment. The main goal of the incident management process is to restore normal service operation as quickly as possible. The research problem of this study is: How service engineering processes and service desk can be improved by using ITIL-based best practices? The main contribution of this paper is to 1) describe the phases of a study that focused on improving service desk and incident management process from IT service management perspective and 2) provide lessons learnt from the study. The case study was carried out with a single case: Finnish Tax Administration.

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Author information

Authors and Affiliations

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

    Marko Jäntti

Authors
  1. Marko Jäntti
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Editor information

Editors and Affiliations

  1. Facultad de Informática, Universidad Politécnica de Madrid, 28660 Boadilla del Monte, Madrid, Spain

    Oscar Dieste

  2. Fraunhofer Institute for Experimental Software Engineering (Fh IESE), Fraunhofer Platz 1, 67663, Kaiserslautern, Germany

    Andreas Jedlitschka

  3. Facultad de Informática,, Universidad Politécnica de Madrid, Boadilla del Monte, 28660, Madrid, España

    Natalia Juristo

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© 2012 Springer-Verlag Berlin Heidelberg

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Jäntti, M. (2012). Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering. In: Dieste, O., Jedlitschka, A., Juristo, N. (eds) Product-Focused Software Process Improvement. PROFES 2012. Lecture Notes in Computer Science, vol 7343. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-31063-8_17

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  • DOI: https://doi.org/10.1007/978-3-642-31063-8_17

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-31062-1

  • Online ISBN: 978-3-642-31063-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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