IT4IT käytännössä

Pilviä ja palveluintegraatiota

Juha Kujala

Tomi Lamminsalo

© Tieto Corporation

#1Tieto is the largest company in the Nordics that provides full lifecycle services in IT, as well as product development, for private and public organisations.

Building on our Nordic heritage and values, we have global capabilities and a strong presence where our customers need it – in the Nordics or via globaldelivery centres across the globe.

We employ over 13 000 experts in close to 20 countries.

Tieto in Brief

in IT services in Finland

#1

Among top players

in telecom R&D in Europe

in IT services in Sweden

Among top 3

© Tieto Corporation

#1

Tomi Lamminsalo is responsible for Tieto's ITSM products and services. Usually I try to work with Agile and Lean practices. I have worked with whole lifecycle including strategy, portfolios, transformations and service production.

Presenters

Juha Kujala, lead architect for ITSM at Tietoand chairman of ServiceNow user group in Finland. I have been driving service excellence on both customer and service provider side.

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IT4IT & Other Frameworks

IT4IT in Practice

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IT4IT for SIAM

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Practical ApplicationDetect

to

Correct

Incident

Incident

task

*

1

SLA

OLA

Service Desk

2nd/3rd Tier Support

Customer-facing Service

Factory Service

Ex

tern

al

Se

rvic

e

Pro

vid

er

Incident

task

UC

External Support GroupFactory Service

integration

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IT4IT for Customer Experience

Customers

PortalNative mobile/wearables apps Tieto ServiceNow App APIs

Service Management and Orchestration

Tieto Service A Partner Service B Internal Service C Tieto Service D

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IT4IT for Hybrid Cloud

IT4IT will help you

crystallize what components

you should do just once!

AWS, Azure,

VMware

Single data model

and architecture

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IT4IT for Industrialized Delivery

Components Service Service catalog Knowledge

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IT4IT for Approaching DevOps Model

Unit 1: Nothing

Unit 2: RF, Selenium

Unit 1: Jira

Unit 2: MPP Gantt

Unit 3: Excel

Unit 1: Jira, Confluence

Unit 2: Google Sheets

Unit 3: Powerpoint

Unit 1: Appointed

customers input

Unit 2: Open for anyone

Unit 3: Internal IT collects

and prioritizes

Unit 1: Nothing

Unit 2: Automated per

night build

Unit 1:Jira

Unit 2: ServiceNow

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IT4IT for Defining Target Architecture

As-is (2016 Q1)

1. MyTravel

2. TietoShop (on TERP)

3. Service Channel

4. Service Channel ########

5. TONE portal

6. Efecte

Target (2017 Q2)1. MyTravel

2. New Service Channel

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Inte

rnal

13

Lifelong value for every

individual, business and society

Endless opportunities to enhance

millions of people's lives every second

A world, rapidly developing with

every new bit of information

Personalized forevery individual

Infinitepossibilities

The worldof information

Our view of tomorrow