JULLE RINTALA, IT MANAGER, VSP With more than 120 years of experience in the industry, Vakka-Suomen Puhelin (VSP) holds a strong position in Finnish IT and customer services. The company provides telecommunications, IT and contact center services nationwide to companies. VSP’s previous service- management solution could handle basic operations but didn’t tick all the boxes for a busy and well- known Finnish service provider. Customers in Finland were unfamiliar with it and it only offered customer support from abroad. It also did not fully support ITIL practices, which was important to VSP to have a common set of processes and procedures with its customers. These forces drove VSP into seeking a more suitable Service Management solution. When a potential customer outso

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