Aale Roos is a member of the EXIN Professional Group. He is a statistician who switched first to IT service business management and from there to IT service management consulting. His areas of expertise are service desks, service support processes, service setrics, ISO 20000 and the Art of making surveys. He started his consulting career in 1989.

His company Pohjoisviitta Oy, www.pohjoisviitta.fi helps Finnish companies on the path to better IT service.
He lives with wife and son’s cat close to the Northern Edge of Civilization in Helsinki Finland in a small house behind large apple trees.

• 16/12/2009 How to get good customer satisfaction results
  I suppose one way might be to offer better service, but that is not what I am writing about in this column. Improving survey results is easy and people do it all the time. Unfortunately, many do it...
• 24/11/2009 What is the market share of your service desk?
  According to my studies it is less than 20%, as users need on the average six (yes six!) attempts to solve a single problem. Do you know your numbers? Let me first explain what I mean by ‘market...
• 05/11/2009 Why are so many people discussing incident management?
  It is rather strange that there are suddenly several discussions on different forums on the nature of an incident. I have also noticed that the word incident is the top search term for hits on my...
• 09/10/2009 Can OGC fix the fatal flaws of ITIL V3?
  I finished my previous column just before the announcement of the new version, sorry edition, of ITIL. Now that OGC has announced that there will be a new edition, let’s try to estimate whether they...
• 30/09/2009 The four fatal flaws of ITIL V3
  Things made by humans are hardly ever perfect, except babies. But sometimes people create near perfect songs, paintings, houses or books, to name a few examples. Original itil (by itil by writing...