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European Conference on Software Process Improvement

EuroSPI 2010: Systems, Software and Services Process Improvement pp 95–106Cite as

Improving IT Service Management Processes: A Case Study on IT Service Support

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Part of the book series: Communications in Computer and Information Science ((CCIS,volume 99))

Abstract

IT services and IT service management play a very important role in the today’s IT industry. Software as service approach enables IT customers to focus on using the software while IT service providers take care of the installation, configuration, support and maintenance activities. Various process frameworks can be used to improve IT service management processes. The most widely used IT service management framework is the IT Infrastructure Library (ITIL) that provides best practices for IT service providers on how to design, manage and support IT services. Despite the IT service management process frameworks, implementing an effective service support interface between an IT service provider and an IT customer is a big challenge. The research problem in this study is: what types of challenges are related to the service support interface between an IT service provider and IT customers. The main contribution of this paper is present challenges in a service support interface identified during a case study with a large IT service provider company in Finland.

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Author information

Authors and Affiliations

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

    Antti Lahtela & Marko Jäntti

Authors
  1. Antti Lahtela
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  2. Marko Jäntti
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Editor information

Editors and Affiliations

  1. Grenoble Institute of Technology, Grenoble, France

    Andreas Riel  & Serge Tichkiewitch  & 

  2. Lero, The Irish Software Engineering Research Centre and School of Computing, Dublin City University, Dublin, Ireland

    Rory O’Connor

  3. ISCN, Graz, Austria and ISCN, Bray, Co., Wicklow, Ireland

    Richard Messnarz

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© 2010 Springer-Verlag Berlin Heidelberg

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Lahtela, A., Jäntti, M. (2010). Improving IT Service Management Processes: A Case Study on IT Service Support. In: Riel, A., O’Connor, R., Tichkiewitch, S., Messnarz, R. (eds) Systems, Software and Services Process Improvement. EuroSPI 2010. Communications in Computer and Information Science, vol 99. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-15666-3_9

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  • DOI: https://doi.org/10.1007/978-3-642-15666-3_9

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-15665-6

  • Online ISBN: 978-3-642-15666-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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