This case study is a part of the results of MaISSI
(Managing IT Services and Service Implementation) research
project at the University of Eastern Finland, School
of Computing, ISSE (Information Systems and Software
Engineering) research group, Finland. The main objectives
of the MaISSI project are to enhance the introduction and
improvement of IT service management processes, support
the development of new services and high quality software,
and share new ideas and experiences regarding customer
support in the network of organizations. The work in our
research project has been divided into eight subprojects
(MaISSI pilot projects). The pilot project of the IT service
management measurement system is one of the pilot projects
and it was carried out during years 2008 - 2009. The main
contribution of this paper is to: