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03 seminar\itsmf 2015 - service integration.pptx
Service Integration and Management (SIAM)
Goh Boon Nam
Institute of Systems Science, NUS
(in collaboration with UXC Consulting)
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Agenda
Introduction Some SIAM Best Practices Outsourcing of SIAM Function
2 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Introduction
3 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
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My Organisation
Institute of Systems Science www.iss.nus.edu.sg Part of National University of Singapore Support national IT competency development
needs Faculty of practitioners from industry with
average of more that 15 years experience each Caters to working IT professionals Post-Graduate Programmes Executive Programmes Industry Research Consulting
4 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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About Myself
5 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
ITIL® Expert, COMIT (Certification in Outsourcing Mgt for IT), CITPM, CGEIT, TOGAF, CBAP, Chartered IT Professional 20 years of IT management experience Process Improvement Enterprise Architecture and Planning IT Operations Mgt Applications Mgt
Consultancy for private and public sector
CMMI Enterprise Architecture IT Strategy
Goh Boon Nam Chief, New Initiatives Institute of Systems Science
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Managing Multiple Suppliers/Vendors – Is it Easy?
6 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Is it easy to manage multiple vendors?
What is the common issue that occurs when incidents occur?
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Does ITIL® Cater Specifically to Managing Multiple Suppliers?
7 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Not specifically - Only a few small sections specific to multi-vendor situation (e.g. Service Strategy - “3.7.3. Multi-Vendor Sourcing”) The rest of ITIL apply generally to both multi-vendor or non multi-vendor environments.
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What is the Industry Term for Managing Multiple Suppliers?
2 main terms being used Service Integration and Management
More common term used in UK
Multisourcing Services Integration More common term used in US
8 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Service Integration and Management - Definition
No standard definition but common meaning “Service integration and management lets an organisation
manage the service providers in a consistent and efficient way, making sure that performance across a portfolio of multi-sourced goods and services meets user needs.” Source: GOV.UK
“The multisourcing service integration (MSI) role is undertaken by the client, or by a third party contracted by the client organization with an individual contract to act as its agent in coordinating and integrating service delivery, in an environment that uses multiple internal and external service providers to deliver IT and business process services. The term "SIAM" comes from U.K. government usage and stands for service integration and management. The terms "MSI" and "SIAM" may be used interchangeably, as well as combined (MSI/SIAM).” Source:
9 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Is SIAM New?
How many of you had to work in a multi-supplier/vendor environment since you started work?
When did you start work?
10 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
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What’s New with SIAM?
Many organisations now outsource almost all their IT And are transitioning from single vendor outsourcing model
to multiple-vendors model (see next few slides)
Total outsource to multi-vendors is complicated
Arising from above Best practices specific to SIAM (and especially for total-
outsourced IT) are starting to be compiled Public
Proprietary
Service providers starting to offer SIAM function as a dedicated service
ITSM tools catering better to SIAM functionality
11 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Change in SIAM and IT Dept Structure
12 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
IT Dept Mgt
Step1- Traditional Multi-Sourcing
Server Section
In-House
Out-Source
Network Section
In-House
Out-Source
App. Section
In-House
Out-Source
etc...
In-House
Out-Source
Main Vendor
Step2 - Total Outsourcing Single-Sourcing
Sub-Vendor
Sub-Vendor
Sub-Vendor etc...
IT Dept Mgt & some retained staff
Step3 - Total Outsourcing Multi-Sourcing
Vendor #1
Vendor #2
Vendor #3 etc...
IT Dept Mgt & some retained staff
Sufficient depth & breadth of in-house expertise to manage multiple vendors
Expertise lost in step 2.
Even if retained, now need it to be
more structured & formal as all work now outsourced
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Why the Need for Better SIAM Now?
Total outsourcing via multi-sourcing increasingly being used more complicated to manage than single-sourcing IT Dept had lost multi-sourcing competencies from in-
house sections when originally switched to total single-source outsourcing
Growing diversity of possible services and service providers
Increasing complexity of services High dependence on IT for business functions Many businesses now operate 24x7 Rising expectations of external and internal
customers/users
13 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
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Agenda
Introduction Some SIAM Best Practices Outsourcing of SIAM Function
14 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Some SIAM Best Practices
15 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Some SIAM Best Practices - Agenda
Span of control – use of lead vendor concept Understand vendor dependencies
Use of technical catalog Beware of availability dependencies
Structure the vendor agreement Overall Structure Service Provider Interfaces Impose Cooperation Service Level How to introduce such agreements
Organise to manage multi-vendors Build Relationships Set up SIAM Availability and Performance Monitoring Set up SIAM ITSM Tool Interfaces Carry out SIAM Services
16 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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How many agreements? Span of Control (1)
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Vendor #1
Vendor #2
Vendor #3
Vendor #3
Vendor #4
Vendor #5
Vendor #1
Vendor #2
Vendor #6
Vendor #7
Option A
Option B
Which option is easier to manage?
Vendor #8
Vendor #9
IT Dept Mgt & some retained staff
IT Dept Mgt & some retained staff
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Span of Control (2) - Use Lead Supplier/Vendor Concept
18 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Lead Vendor
#1
Lead Vendor
#2
Lead Vendor
#3
Sub-Vendor
Sub-Vendor
Sub-Vendor
Sub-Vendor
Sub-Vendor
Sub-Vendor
Lead Vendor concept as alternative to earlier Option B
IT Dept Mgt & some retained staff
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Understand the Vendor Dependencies - Technical Service Catalog (1)
19 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
http://www.hci-itil.com/ITIL_v3/books/2_service_design/service_design_ch4_1.html
Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS
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Understand the Vendor Dependencies - Technical Service Catalog (2)
20 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Example of Technical Catalog entry for an ERP service
Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS
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Understand the Vendor Dependencies - Beware of Availability Dependency
21 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Database (vendor1)
App Server
(vendor2)
Network (vendor3)
PC (vendor4)
ERP Service Required Availability in SLA = 99.9%
99.9% 99.9% 99.9% 99.9% x x x = 99.6%
99.975% 99.975% 99.975% 99.975% x x x = 99.9%
Fail !
Pass
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Structure the Vendor Agreements (1) - Overall Structure Per Agreement
22 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Adapted from http://integrisapplied.com/wp-content/uploads/2012/07/MSI-Brochure-2012-07.pdf
(Responsibilities towards other
providers)
(Includes Targets, Incentives, Penalties)
(SOW & tech specs)
(ITSM processes to follow)
(Generic contract specs & Priciing)
(Governance& Integration Obligations)
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Structure the Agreements (4) - OLA Service Provider Interfaces
23 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
definitions Process
specification Service (e.g. ERP service)
relationship Sourcing
Change mgt
Incident mgt
etc ...
contract A
Service (ERP app)
contract B
Service (Server)
contract C
Service (etc...)
SPI
SPI SPI
Standard
Standard
Standard
Based on AXELOS ITIL® material. All rights reserved. Reproduced under licence from AXELOS
SPI identify/define interactions between provider and - processes - other providers - customer - users
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Structure the Agreements (3) - Impose Cooperation Service Level
24 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
http://www.straitstimes.com/sites/straitstimes.com/files/Ah%20Boys%202603e.jpg
How to make multi- parties cooperate with each other? If possible, impose Shared Service Level for combined service with other vendors (in ADDITION to the usual separate service levels for their individual services)
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How to Introduce Such Agreements
But we already have existing agreements in force with existing vendors ...
How then to replace with new type of agreement? Big bang enterprise wide By Division starting with Pilot By similar types of service e.g. infra / app Starting only from new contracts or contracts due for
renewal
How much of a change to existing agreements Replace Retro-fit existing Change to supporting documents
25 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Adapted from http://integrisapplied.com/wp-content/uploads/2012/07/MSI-Brochure-2012-07.pdf
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Some SIAM Best Practices - Agenda
Span of control – use of lead vendor concept Understand vendor dependencies
Use of technical catalog Beware of availability dependencies
Structure the vendor agreement Overall Structure Service Provider Interfaces Impose Cooperation SLA How to introduce such agreements
Organise to manage multi-vendors Build Relationships Set up SIAM Availability and Performance Monitoring Set up SIAM ITSM Tool Interfaces Carry out SIAM Services
26 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Organise to Manage Multi-Vendors
27 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Adapted from http://integrisapplied.com/wp-content/uploads/2012/07/MSI-Brochure-2012-07.pdf
Can be in-house or outsourced
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Don’t Run Ops Based on Agreements - Build Relationships Instead
28 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Throwing the “book” at (i.e. using contract clauses to threaten) providers is NOT the way to manage them on a day-to-day basis.
Build “good personal working relationships” with them instead. “People make SIAM work” https://www.axelos.com/CMSPages/GetFile.aspx?guid=cbf5524d-2d6b-4ac9-ad5c-c0e1bd6e2899
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Types of Relationships To Build
With vendors’ service owners, managers and practitioners
Also include vendors’ process owners, managers and practitioners
Might also differentiate between type of vendors Customised Services & Integrated Services
recommend Close Relationship
Configurable Standard Services recommend Good Relationship
Non-Configurable Commodity Services recommend Contractual Relationship
29 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Set Up SIAM Performance & Availability Monitoring (1)
30 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
http://www.slideshare.net/SLCorporation/end-toend-monitoringintegration
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Set Up SIAM Performance & Availability Monitoring (2)
31 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
End to End Monitoring
Adapted from http://www.slideshare.net/SLCorporation/end-toend-monitoringintegration
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Set Up SIAM Performance & Availability Monitoring (3)
32 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
http://www.manageengine.com/products/applications_manager/network-application-monitoring.html
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Set up SIAM ITSM Tool Interfaces (1)
33 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Adapted from http://www.slideshare.net/serviceflowcorp/service-flow-howtointegrateitsmsoftware
Vendor’s ITSM Tool
Customer’s ITSM Tool
End user creates
new ticket
Create new ticket
Transfer to support group:
Vendor 1
Create new ticket
Assign ticket
Update ticket information:
Status: Assigned
Handle ticket
Resolve ticket: Status:
Resolved
Update ticket
information: Status
Update ticket
information: Worklog
Update ticket info:
Status: Solved
End
End
?? ?? ?? ??
The Need for Tool Integration
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Set up SIAM ITSM Tool Interfaces (2)
34 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Vendor 2
Secure Cloud Infrastructure
Service-Flow Customer X
Network
ITSM Tool X
Vendor 1
ITSM Tool Y
ITSM Tool Z
SSL
SSL
SSL Adapter
X
Adapter Z
Adapter Y
Broker
Adapted from http://www.slideshare.net/serviceflowcorp/service-flow-howtointegrateitsmsoftware
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Set up SIAM ITSM Tool Interfaces (3)
35 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Not just a technical Issue Mapping needed between different vendors’ definitions
Customer ITSM Tool Urgency Definition
Vendor#1 ITSM Tool Urgency Definition
Vendor#2 ITSM Tool Urgency Definition
1 Very High 1 High 1 Critical 2 High 1 High 2 High 3 Medium 2 Medium 3 Medium 4 Low 3 Low 4 Low 5 Very Low 3 Low 4 Low
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Set Up SIAM Governance (1)
Strategic
Tactical
Operational
Governance Bodies Scope
ICT Strategic Committee
Executive Vendor Review
SIAM Strategy
Contract Review
Service Delivery Review
Measurment and Compliance of Sourcing
Performance
Change and Release Advisory Board
ITSM Forum
End to End Performance Service Performance
IT Change Management
Evaluate, Direct, Monitor
Evaluate, Direct, Monitor
Evaluate, Direct, Monitor
Source: UXC Consulting
09/03/2015 10:32 am - itsmf 2015 - service integration.pptx 36
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Carrying Out SIAM Services
37 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
http://www.i-pupil.com/attachments/article/39/Service%20Integration%20%20Management%20%28SIAM%29%20Service%20Descriptions%20v8a.pdf
Source: Draft UK Govt SIAM Framework
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Some SIAM Best Practices - Summary
Span of control – use of lead vendor concept Understand vendor dependencies
Use of technical catalog Beware of availability dependencies
Structure the vendor agreement Overall Structure Service Provider Interfaces Impose Cooperation SLA How to introduce such agreements
Organise to manage multi-vendors Build Relationships Set up SIAM Availability and Performance Monitoring Set up SIAM ITSM Tool Interfaces Carry out SIAM Services
38 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
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Agenda
Introduction Some SIAM Best Practices Outsourcing of SIAM Function
39 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Outsourcing of SIAM Function
40 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Is SIAM Easy? Can we Outsource SIAM? (1)
41 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
SIAM vendor
Step3b - Outsourcing Multi-Sourcing
plus SIAM outsourced
Vendor #1
Vendor #2
Vendor #3 etc...
41
Main Vendor
Step2 - Total Outsourcing Single-Sourcing
Sub-Vendor
Sub-Vendor
Sub-Vendor etc...
IT Dept Mgt & some retained staff
Step3 - Total Outsourcing Multi-Sourcing
Vendor #1
Vendor #2
Vendor #3 etc...
IT Dept Mgt & some retained staff
IT Dept Mgt & some retained staff
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Is SIAM Easy? Can we Outsource SIAM? (2)
42 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
http://pixel.nymag.com/imgs/daily/intel/2012/10/16/16-truman.w529.h352.2x.jpg
If anything goes wrong, can we now blame the SIAM vendor? US President Truman “The Buck Stops Here” – i.e. you can delegate/outsource your responsibility (i.e. work) but not your accountability
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If outsource SIAM, why not outsource all of IT? Yes or No (1)
43 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
SIAM vendor
(4) Total Outsourcing Multi-Sourcing
plus SIAM outsourced
Vendor #1
Vendor #2
Vendor #3 etc...
SIAM vendor
(5) Why have IT Dept? Why not outsource all
of IT?
Vendor #1
Vendor #2
Vendor #3 etc...
IT Dept Mgt & some retained staff
IT Dept Mgt & some retained staff
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If outsource SIAM, why not outsource all of IT? Yes or No (2)
44 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx http://www.i-pupil.com/attachments/article/39/Service%20Integration%20%20Management%20%28SIAM%29%20Service%20Descriptions%20v8a.pdf
Draft UK SIAM Framework
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Options for SIAM/MSI Provider
45 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
• Control is maintained and the internal BU is an independent agent
• Internal SIAM provider may not have the skills to be effective
• Heavy investment required in internal skills and toolsets
• Lack of economy of scale for internal SIAM provider
Internal Multi Supplier Integration (MSI) “Do It Yourself”
• Some administrative burdens are passed on
• Internal BU still manages day-to-day supplier relationships making cost savings difficult to achieve
• Provider has no real control and is unable to help beyond limited scope given
External MSI for Contract Management
• Well-chosen provider may experience, methods, toolsets and economy of scale
• Provider can play off suppliers as provider may not be responsible for the end-to-end experience
External MSI for Partial SIAM Services (e.g. Service Desk)
• Provider may have experience, methods, toolsets and economy of scale
• Provider has more “skin in the game”
• Provider has a one-stop shop for customer experience
• If SIAM provider not good, client can lose control
External MSI for Complete SIAM
services
Adapted from UXC Consulting
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The SIAM Journey
PLAN
• Develop a SIAM strategy, building the business case and action plan
• Scope (what’s in/what’s out)
• Service Definition (Service Portfolio)
• Who does what? (in-house or outsource)
• What does success look like and how are you going to measure it?
DO
• Go to market for SIAM Partner or setup your function
• Document/Agreements (OLAs/SLAs/Contracts)
• Negotiation with affected suppliers about changes required/new contracts
• Project Implementation and Transition Planning
ACT
• Determine a continual service improvement plan
• Initiate business transformation activities
• Prioritise innovation activities that rapidly add business value
CHECK
• Monitor, measure, report, take remedial action
• Review SIAM model performance
• Review ongoing IT Service performance with the business
• Complete a new baseline maturity assessment
Source: UXC Consulting
09/03/2015 10:32 am - itsmf 2015 - service integration.pptx 46
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Example SIAM Provider Services
Unconsidered“We haven’t thought about
SIAM as a solut ion”
Idea / Planning“We know about it and we’re
planning our approach”
Scoping / RFP“We’re finding the best
provider to meet our needs”
Transition / Implement“We’re working with our
provider to implement SIAM”
Transformation“Our SIAM model is in place and we’re taking next steps”Customer
Position
UXC Offerings
Education / Advisory Consulting
Capability UpliftSIAM Strategy Development
SIAM Assessment / Readiness
Business Case Development
SIAM Best Practice Modelling
SIAM Operate (Managed Service)
Transition Planning
RFP Response
Innovation / Cycling
SIAM Assessment / Readiness Understand your organisations readiness to leverage SIAM Visualise the roadmap for SIAM success Know the quick wins to put in place in preparation for the journey ahead
SIAM Best Practice Modelling Leverage UXC’s existing best practice mode Tailor the model for your organisation Build with confidence based on best practice thinking and experience
SIAM Strategy Development Operating Model design People / Process / Products / Partner Development Measures / Success Factors
Business Case Development Return on Investment Analysis and Modelling Documented clear value proposition for SIAM implementation and operation Allow sound decision making by executive management
RFP Response / SIAM Operate Complete SIAM functional capability aligned to business needs End-to-End Project Delivery Ongoing management and delivery of the SIAM function
Transition Planning Manage transition to a SIAM model Strong focus on governance, Organisational Change, and One Way, Same Way Put in place solid foundations and generate early quick wins
Capability Uplift Improve current SIAM and supplier performance Recover SIAM initiatives that are not meeting objectives Retain business / IT confidence in SIAM strategy
Innovation / Churn Transform SIAM into an organisational strategic asset Enable rapid supplier cycling to gain maximum value from IT Service towers Match development speeds to the pace of the business
Source: UXC Consulting
09/03/2015 10:32 am - itsmf 2015 - service integration.pptx 47
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Staged Transformation Towards the Future State
48
Source: UXC Consulting
09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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SIAM org chart (example)
49
Source: UXC Consulting
09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Selecting a SIAM Provider - Criteria 1. Neutrality – lack of conflict of interest (either not an existing vendor for
other services, or another part of existing vendor able to set up effective Chinese Walls)
2. Experience in SIAM
3. SIAM governance/management framework
4. ITSM tool multi-vendor integration capability
5. Service Catalog/CMDB/Performance Monitoring multi-vendor integration capability
6. Proven end-to-end service quality
7. Ability to maintain good collaborative working relationship with multi-vendors
8. Ability to cater to handover to new SIAM provider at end of contract period (i.e. minimal lock-in)
50 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
NB: 2 to 7 also applies to some degree to your lead vendors as they have to do SIAM (Service Integration and Management) of their sub-vendors.
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Governance of Outsourced SIAM
7
Stra
tegi
cM
anag
emen
tO
pera
tions
/Ex
ecut
ion
<Customer>Innovation & PPM Portfolio Governance
<Customer>Architecture Governance
Serv
ice
Prov
ider
<Customer>Sourcing
Governance
<Customer>ICT
Governance
SIAMArchitecture &
InnovationBoard
<Customer>ICT Service
and Process Governance
‘Other’ domains,Incl: Risk, TCO,P&C, Business
Alignment, QMS
SIAM Provider Contract Performance & compliance review
Board
<Customer>Contract
Management
<Customer>Service & Process
Review Boards
SIAMPPM/PMOPortfolio
Review Board
SIAM Service Delivery Management
• Daily Service & Major Issue Reviews
• Escalations• Transition Boards• QMS, ITSM, PPM
standards & assurance
<Customer> Strategic Plan
SIAM/<Customer>Project &
Programme Boards
Internal/external providerService Operation &
Transition, incl Incident/Change, Request ownership
Internal/external supplierProject / Programme
Manager, and/or SMEs & project team
SIAM/<Customer>Design Assurance
(Functionality, Availability, Capacity,Continuity, Security SAC test & report)
Daily/Weekly Monthly Annual
SIAMProcess
ImprovementCouncils
Internal/external service provider
Process Owners and Representatives
Stra
tegy
& D
irect
ion
to su
pply
chai
n
Advi
ce, id
eas,
inov
atio
nan
d re
port
s fro
m su
pply
chai
n
Exec
utiv
e
SIAMCSI Plan
Service ProviderBusiness
Plans
<Customer> CSI strategy
Source: UXC Consulting
09/03/2015 10:32 am - itsmf 2015 - service integration.pptx 51
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
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Other Outsourcing Models to obtain SIAM Capability
Building the skills in-house (no outsourcing) Obtaining consultancy and training to build the
skills (consultancy/training outsourcing) Conventional SIAM Outsourcing Outsourcing to Build the capability, (co-)Operate
over a period of time, Transfer (BOT) back to client to totally take over
52 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
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Summary
Introduction Some SIAM Best Practices Outsourcing of SIAM Function
53 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
Effective SIAM
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Q&A
54 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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Acknowledgements & Notices
ITIL® is a registered trade mark of the AXELOS Limited
Quoted text is from AXELOS material - all Copyright © AXELOS Limited 2011. Reproduced under licence from the AXELOS. [Any original emphasis excluded. Emphasis then added for purpose of this presentation.]
Text in italics is based on AXELOS ITIL® material. Reproduced under licence from the AXELOS
© 2015 NUS unless otherwise stated. The contents of this document may not be reproduced in any form or by any means, without the written permission of ISS, NUS, other than for the purpose for which it has been supplied
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
www.itsmf.org.sg itSMF Singapore 2015 Annual Conference - ITSM Leadership Congress
The End
56 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
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