Tampereen Tietotekniikkakeskus Invests in IT Service Quality
2010-04-08
- All the information under a single product
Tampereen Tietotekniikkakeskus Liikelaitos (TIO) has chosen Efecte’s software solution for managing TIO's IT services. TIO provides information technology services for e.g. Tampere Group, Pirkanmaa Hospital District and other municipal organizations in Pirkanmaa region. With the delivered solution, the IT services TIO produces for its customers and the related processes were modeled and centralized in one system. Efecte delivered a solution set that is used to manage applications, service requests and changes. The system is used by all 150 employees of the organization.
The project was a part of a larger QTIO (Quality of TIO) project aiming to acquire a certified ISO/IEC 20000 quality system and improve service quality. For QTIO project, TIO's earlier experiences with Efecte contributed to the partner choice. ”Our users have had very positive experiences with Efecte. With Efecte, we can collect all the information under a single product, and this was also a key factor in our choice. Having already deployed Efecte's CMDB solution, we were able to import process results to the same tool easily, which significantly enhanced our operational efficiency,” says Marko Pietilä, Project Manager at Tampereen Tietotekniikkakeskus.
Simpler Reporting and Customer Communications
To process service requests, TIO needed a flexible system that would make request resourcing easy. ”Developing our previous Service Desk product further would have required a significant investment from us, so we found that it is more profitable to switch to Efecte's system. Future development would be significantly more flexible with Efecte Service Desk”, says Marko Pietilä.
Simpler reporting was another item on TIO's wish list. ”Previously, reporting was performed once a month with a reporting tool that generated the report to a network drive. Today, we receive the required reports directly from Efecte's user interface, and the reports are based on real time information”, illustrates Pietilä.
Incoming service requests are processed by Service Desk solution that links the requests automatically to the services defined in Efecte Service Catalog. This enables clear communications to the end users. The seamless solution helps to follow support requests and monitor the number of requests originating outside predefined services. The response time targets set for each service enable compliance with service levels and efficient cost control.
”We most likely would not have adopted a service catalog, had it not been available as a packaged solution and a ready product. Should we have had to model the services ourselves, the results would not have been too good with the knowledge we had back then. Efecte Service Catalog forced us to carefully plan the future process for categorizing service requests," clarifies Pietilä.
People at TIO are also satisfied with the way project delivery proceeded. ”The project went really smoothly, and all targets were met. It's great to work with a great product!” says Rami Nurmi, Unit Manager at TIO. Budget was monitored on a weekly basis during the duration of the whole project by both the customer and the vendor, keeping the total cost of the project well managed.
For more information, please contact:
Dick Lindertz, Sales Director
Efecte Oy
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Tel. +358 400 287 739
Marko Pietilä, Project Manager
Tampereen Tietotekniikkakeskus
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Tel. +358 50 433 8561
Tampereen Tietotekniikkakeskus (TIO), with its 150 professionals, provides ICT services for its customers. Its customers include Tampere Group, Pirkanmaa Hospital District and other municipal organizations in Pirkanmaa region. www.tampere.fi/tio
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