Efecte Helping to Reach ISO/IEC 20000 Standard 
Tampere Tietotekniikkakeskus (TIO) offers ICT services to its clients within the province of Pirkanmaa. TIO’s customers include Tampere Corporate Governance, Pirkanmaa Hospital District and other Pirkanmaa municipal entities. At Tampere Tietotekniikkakeskus, the aim was to develop operational processes to better meet the requirements of end customers. Using Efecte solutions, TIO has been able to model all its operations under one system. With Efecte’s ERP for IT solution, the processes were not only modeled; they were also brought into use, with all 150 of our employees now using the system.
Toward Better Quality
TIO launched the Quality of TIO (QTIO) quality project at the beginning of 2008. Achieving the ISO/IEC 20000 standards and improving the quality of services were defined as the goals of the project. In order to achieve the requirements set by the standard, TIO focused on developing adopting into use and managing IT services. Tampere Tietotekniikkakeskus’ previous cooperation with Efecte influenced the selection of a partner for the QTIO project.
"Our experiences with using Efecte have been very good. Another significant criterion for selection was that, by using Efecte, we could assemble all the information in one product. As we were already using the Efecte CMDB solution, we could import the output of the processes to the same tool, which improved our operational efficiency significantly", says Marko Pietilä, Project Manager at Tampere Tietotekniikkakeskus.
Service Requests Under Control 
"In the past, reporting associated with service requests was implemented once a month using a reporting tool, which resulted in the report being placed onto a network drive. Currently, we obtain the necessary reports directly from the Efecte user interface. They are based on real-time information obtained from the system. Using Efecte reporting features, we can review individual service transactions, which has improved our ability to manage and utilize information. Ready views in the system introduce transparency. Running the reports is accomplished with a few clicks of a button, which significantly reduces the time previously taken up by preparing reports", Pietilä says.
"Developing the previous Service Desk product would have required a tremendous effort on our part, so we found it more profitable to switch to Efecte's system. Further development would be much more flexible using Efecte's Service Desk. Although there are now more functions than there were with the previous system, Efecte has proved easier to use", Marko Pietilä says.
The TIO Help Desk receives more than 200 service requests daily. As a part of improving quality, Tampere Tietotekniikkakeskus utilizes customer experience surveys. The intention of the survey is to determine if the service request has been approved by the customer. ”Now the answers are received directly into the Efecte system, which allows the results to be used with the same tool. This allows the quality of services to be monitored, even on a daily basis! Through continuous, current feedback, we can rapidly develop our service process," says Pietilä, describing the monitoring quality process.
The modeling of the service requests was implemented using the Efecte Service Catalog solution, which, when combined with the Service Desk solution, allows clear communication with the end customer. Use of the solution allows the number of service requests, defined by specific services, to be monitored. In addition, it monitors the number of requests received from outside those services. The services were combined with response time specifications, which also allow the fulfillment of service levels and costs to be efficiently monitored.
"We most likely would not have adopted the Service Catalog, had it not been available as a packaged solution and a ready product. If we had had to complete the service modeling ourselves, using the knowledge available to us at the time, we would not have been able to create a very good entity. Efecte's Service Catalog required us to carefully plan a procedure for classifying service requests in the future", Pietilä clarifies.
A Successful IT Project Is Not a Myth
"The goals set for the project were reached. This project went well and smoothly. It is easy to work with a good product!", TIO Unit Manager, Rami Nurmi says. The budget was monitored on a weekly basis throughout the project by both the customer and Efecte, so the overall costs of the project remained well under control.
Change management allows a more controlled environment to be achieved. In addition, it allows past changes to be audited. "It is practical for configurations and changes to be located within the same system. This allows all the changes throughout the life cycle to be available for review.", says Pietilä. "With workstations, for example, we can see order, delivery and installation information, as well as the service requests for the workstation. The financial and holder information, as well as the software and hardware information obtained through stocktaking, is also available. The same information is also available through the applications", Pietilä continues.
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