project management arkistot

2M-IT adopted the ServiceNow service management system in 2024, as it provides more opportunities for the efficient development of IT services. The ServiceNow platform includes its own AI assistant, Now Assist.

At the beginning of 2026, 2M-IT expanded its use of ServiceNow by implementing the project management module (Strategic Portfolio Management). This module helps the entire project workflow proceed as planned and consistently towards its goal. Identifying development needs, resource management, project planning and time tracking – all these stages can be managed on a single platform, which clarifies the overall picture and makes project management easier.

Arto Lehtokari, Director of Solution Services at 2M-IT, believes that artificial intelligence enables continuous learning in the planning of projects and services. The company’s hundreds of completed projects serve as a background repository, against which new projects can be planned, and where tasks, the required workload and time can be better assessed. AI automates routine tasks and supports better decision-making. This improves productivity across the organisation and increases the impact of projects.

“Artificial intelligence can genuinely help an organisation learn from every project and situation – as long as the data is of high quality. I believe that in the future, AI will enable the automatic transfer of lessons learned, risks and successes to subsequent projects – this will speed up decision-making and improve project quality, especially in project planning. Expectations are high,” Lehtokari states.

“Project management should always be based on existing facts, theory and experience. That is why it is important that there is feedback in work processes, which encourages learning from each situation. AI can help collect and utilise these lessons from projects and work, so that decisions are based on real information rather than just intuition,” says Lehtokari.

Artificial intelligence in everyday services of wellbeing areas – examples

According to Lehtokari, the impact of AI in wellbeing area service production has so far been fairly moderate, but developments have been seen especially in recently digitalised services such as pathology and imaging. The next development areas for wellbeing regions relate to automatic structured documentation, automatic summaries of patient and medication information, and real-time interpretation.

As a technology provider, 2M-IT is interested in developing operational management for the regions, for example by building forecasts for resource requirements and ward workloads. Different queues for wards, surgeries, outpatient clinics and home care resource forecasts can also be cost-effectively built with current systems.

There are still many services in wellbeing areas that can be improved through digitalisation, and after that, AI can be utilised to achieve the next leap in productivity.

The future: Developing customer and employee experience with AI

At 2M-IT, the focus is on developing customer and employee experience. The chosen perspective is frontline tools that combine all citizen service channels (app, chat, phone) into one entity. It is already natural to collect preliminary information via chat or voice bots and then transfer the matter to a human. In the future, various needs can be handled entirely with AI assistance, and the necessary information can be transferred to backend systems without human intervention. The vision for the future is that a citizen contacting the service never has to queue, but can advance their case significantly without an employee.

Arto Lehtokari emphasises that AI plays a significant role in the development of customer contact.

“The AI maturity level of CX/EX solutions is still developing, but I clearly see that AI helps improve both customer service and employee experience. With AI, we can bring transparency to processes and speed up service – no one has to queue on the phone anymore, and professionals can manage their work better. Investments should be directed at voice bots and centralised CX systems, as they allow the entire service path to be efficiently managed.”

Voice bots and centralised CX systems will enable comprehensive management of the customer journey – all information and transactions are in one system, which improves the quality and efficiency of the service. At the same time, employees’ daily work becomes easier, as the systems support customer service and reduce manual work. Professionals can manage processes more broadly, and AI supports decision-making by analysing customer data. Productivity and the impact of services increase.

Challenges and lessons – data quality is key

Lehtokari says that one of the greatest lessons in deploying AI solutions has been understanding where AI works well and where its benefits are still limited.

“Over the past year, we have learned where language models are suitable and where their use still falls short,” says Lehtokari.

AI only delivers benefits when the data is high-quality and up to date. For example, if the information underlying a chatbot is incorrect – such as wrong phone numbers or addresses – customer service suffers and AI cannot reliably assist users. Therefore, it is worth investing in data quality and continuous learning.

“If service information, phone numbers or opening hours are wrong, AI cannot assist the customer correctly. Data quality is extremely important, because chatbots cannot provide guidance if the data is not in order,” Lehtokari reminds.

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IPMA Delta is an assessment and certification conducted by impartial and independent project management professionals that measures the maturity level of an organisation’s project management, portfolio management and program management. The IPMA Delta assessment identifies the current state, strengths and areas for the development of project operations and management.

The IPMA Delta assessment was carried out at 2M-IT during spring 2024, and dozens of people from different roles took part in the assessment. As a result of the assessment, 2M-IT received IPMA Delta certification at maturity level 3, which is the highest level achieved in Finland so far.

The IPMA Delta maturity level 3 shows that 2M-IT’s project model, structures and processes are fully defined and that they are generally required and followed throughout the organisation. Monitoring and development are systematic. Source: https://www.pry.fi/en/ipma_certification/delta

The company’s operations received a lot of excellent feedback from the assessors

”2M-IT’s project operations have a sustainable foundation, a clear basic structure and a positive aim and ability to develop capabilities. The organisation has grown rapidly and, on its current scale, project management has only a short history behind it and many opportunities and tasks ahead of it. Long-term development requires a shared view and decisions from the management of 2M-IT.”

From the left: Anna-Maria Mäkelä, Projektiammattilaiset ry, and 2M-IT’s Tia Melava, Jari Nevalainen, Arto Lehtokari and Anna Bertoft. Image: Jouko Kaaja

Tia Melava is 2M-IT’s PMO Team Manager. We asked Tia about the journey that 2M-IT has taken in developing project management to achieve class 3 IPMA Delta certification.

Hi Tia! When did 2M-IT embark on pursuing class 3 IPMA Delta certification?

Six years ago, 2M-IT had implemented the project management model and the related guidelines, tools and templates. From there, we started to develop and train project managers, engage management, change operations and the culture. So we have been developing the project management and program management model for years, and this achievement has required long-term work. At Christmas 2023, we had assessed our own maturity level, and we made the decision to seek an external perspective. An external assessor provides an objective and reliable assessment based on standards, not on their own gut feeling or experience. We also wanted an external view of the areas for continuous improvement that will allow us to continue to maintain and even raise our maturity level.

What has 2M-IT developed to achieve class 3 IPMA Delta certification?

For class 3, we have developed the portfolio management process, in particular, and set up a portfolio management team. These developments raised our maturity level. A key role was also played by 2M-IT’s PMO, which was found to be well-resourced and is widely recognised as a functional, useful, helpful and valuable part of the organisation. We received a special mention for the range of training courses available to our project managers in relation to their competence level. We put a lot of effort into developing the skills of our project managers. Our project management model includes much more than project management: in the background, we develop people, and, by doing so, we develop operations, culture and individuals.

What does class 3 IPMA Delta certification mean for 2M-IT’s customers?

The IPMA Delta certificate on class 3 is proof that our project operations are of high quality. We promise our customers a high-quality project service, and now it’s truly proven. This is also evident to the customer in the fact that when the project operations are of high quality, the projects are carried out cost-effectively, on time and with optimally minimal resources, and the customer’s needs are taken into account comprehensively in the projects.

What do you consider to be the most important thing in project management if you should pick one thing?

The most important thing is that we understand that project management is carried out jointly by the customer, project managers, managers, experts and partners; no one alone owns the project. It’s really important that everyone works in a constructive spirit for a common goal. The success of the project requires a shared desire to commit to and act in accordance with our values – in a community-oriented, caring and competent manner.

The word leadership always involves people and managing them. It’s at the heart of everything; the customer’s management, the project manager – everyone needs to be able to lead themselves, the project, the steering group, etc. Everyone needs to manage leadership in some way.

To summarise:

The result of the IPMA Delta assessment reflects the current state of the project management capabilities of the 2M-IT organisation well, and it helped to verify the most important areas for improvement from a continuous improvement perspective. The benefits of the assessment also included increased internal visibility of the project operations and portfolio management, as well as an understanding of how they are linked to customer value.

For more information, contact Arto Lehtokari, arto.lehtokari@2m-it.fi, +358504129311

Avainsana: project management

Artificial intelligence enhances project quality and ensures continuous learning