Eija Laamanen is leading the development of Service Desk and End User Support Services including Tieto Sustainable SIAM compliant Service Desk in Tieto Managed Services. Responsibilities include thought leadership in developing new ways to support end users and create customer value by user friendly and efficient support solutions, also in a SIAM context.
In a traditional ITIL framework, escalation paths are well defined, at least for incident management. In the SIAM model, escalation takes place at various levels from operational to strategic, each requiring slightly different approaches. Eija Laamanen sheds light on how it works. More
When you have made the decision to jump on the SIAM bandwagon to increase the efficiency of your IT and have all the tooling in place, you still need effective governance to keep the engine running smoothly. Eija Laamanen discusses what good SIAM governance is made of. More