Matti Grönroos

Management Consulting, specialiced in IT Services Management

Welcome to the Master Class of Service Management!

See the Forest for the Trees

The core of all information systems is the information itself. The core is covered by several onion-like technology and management layers to manage the data and make it accessible.

It is quite common that most interest is focused on the architecture and software layers. Gluing everything to create a working system is left to Someone Else.

As systems become more complex, IT management becomes difficult and multidimensional. You can do it yourself, or you can outsource parts of it. However, the final responsibility always remains with yourself and there are many pitfalls.

The reality nowadays is that there are several service providers to manage. Extending support processes to span across several vendors is not a trivial excercise, and managing the network of vendors is a challenge.

The expectation that services are available 24/7/365 makes the playground far more challenging than in the past. This applies especially to consumer services.

Please get familiar with the stories at the website. If you have issues in this area, please contact. Let us think if we can find a solution.