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Service Integration and Management / MultiSourcing Services Integrationn

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SIAM / MSI are best practices for managing multiple IT suppliers in a organsiation with a multisourcing policy. This presentation provides a overview of the best practices.

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Service Integration and Management / MultiSourcing Services Integrationn

  1. 1. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 1(Total Slides=56) 09/03/2015 10:32 am - d:issitsmf 2015- 03 seminaritsmf 2015 - service integration.pptx Service Integration and Management (SIAM) Goh Boon Nam Institute of Systems Science, NUS (in collaboration with UXC Consulting)
  2. 2. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Agenda  Introduction  Some SIAM Best Practices  Outsourcing of SIAM Function 209/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  3. 3. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Introduction 309/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  4. 4. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 409/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  5. 5. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress About Myself 509/03/2015 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
  6. 6. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Managing Multiple Suppliers/Vendors – Is it Easy? 609/03/2015 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?
  7. 7. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Does ITIL® Cater Specifically to Managing Multiple Suppliers? 709/03/2015 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.
  8. 8. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 809/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  9. 9. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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: 909/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  10. 10. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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? 1009/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  11. 11. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 1109/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  12. 12. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Change in SIAM and IT Dept Structure 1209/03/2015 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
  13. 13. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 1309/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  14. 14. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Agenda  Introduction  Some SIAM Best Practices  Outsourcing of SIAM Function 1409/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  15. 15. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Some SIAM Best Practices 1509/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  16. 16. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 1609/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  17. 17. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress How many agreements? Span of Control (1) 1709/03/2015 10:32 am - itsmf 2015 - service integration.pptx 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
  18. 18. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Span of Control (2) - Use Lead Supplier/Vendor Concept 1809/03/2015 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
  19. 19. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Understand the Vendor Dependencies - Technical Service Catalog (1) 1909/03/2015 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
  20. 20. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Understand the Vendor Dependencies - Technical Service Catalog (2) 2009/03/2015 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
  21. 21. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Understand the Vendor Dependencies - Beware of Availability Dependency 2109/03/2015 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
  22. 22. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Structure the Vendor Agreements (1) - Overall Structure Per Agreement 2209/03/2015 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)
  23. 23. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Structure the Agreements (4) - OLA Service Provider Interfaces 2309/03/2015 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
  24. 24. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Structure the Agreements (3) - Impose Cooperation Service Level 2409/03/2015 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)
  25. 25. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 2509/03/2015 10:32 am - itsmf 2015 - service integration.pptx Adapted from http://integrisapplied.com/wp-content/uploads/2012/07/MSI-Brochure-2012-07.pdf
  26. 26. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 2609/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  27. 27. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Organise to Manage Multi-Vendors 2709/03/2015 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
  28. 28. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Don’t Run Ops Based on Agreements - Build Relationships Instead 2809/03/2015 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
  29. 29. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 2909/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  30. 30. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Set Up SIAM Performance & Availability Monitoring (1) 3009/03/2015 10:32 am - itsmf 2015 - service integration.pptx http://www.slideshare.net/SLCorporation/end-toend-monitoringintegration
  31. 31. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Set Up SIAM Performance & Availability Monitoring (2) 3109/03/2015 10:32 am - itsmf 2015 - service integration.pptx End to End Monitoring Adapted from http://www.slideshare.net/SLCorporation/end-toend-monitoringintegration
  32. 32. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Set Up SIAM Performance & Availability Monitoring (3) 3209/03/2015 10:32 am - itsmf 2015 - service integration.pptx http://www.manageengine.com/products/applications_manager/network-application-monitoring.html
  33. 33. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Set up SIAM ITSM Tool Interfaces (1) 3309/03/2015 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
  34. 34. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Set up SIAM ITSM Tool Interfaces (2) 3409/03/2015 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
  35. 35. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Set up SIAM ITSM Tool Interfaces (3) 3509/03/2015 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
  36. 36. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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
  37. 37. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Carrying Out SIAM Services 3709/03/2015 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
  38. 38. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 3809/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  39. 39. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Agenda  Introduction  Some SIAM Best Practices  Outsourcing of SIAM Function 3909/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  40. 40. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Outsourcing of SIAM Function 4009/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  41. 41. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Is SIAM Easy? Can we Outsource SIAM? (1) 4109/03/2015 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
  42. 42. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Is SIAM Easy? Can we Outsource SIAM? (2) 4209/03/2015 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
  43. 43. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress If outsource SIAM, why not outsource all of IT? Yes or No (1) 4309/03/2015 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
  44. 44. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress If outsource SIAM, why not outsource all of IT? Yes or No (2) 4409/03/2015 10:32 am - itsmf 2015 - service integration.pptx http://www.i- pupil.com/attachments/article/39/Service%20Integration%20% 20Management%20%28SIAM%29%20Service%20Description s%20v8a.pdf Draft UK SIAM Framework
  45. 45. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Options for SIAM/MSI Provider 4509/03/2015 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
  46. 46. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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
  47. 47. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Example SIAM Provider Services Unconsidered “We haven’t thought about SIAM as a solution” 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 RFPResponse 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 / ITconfidence 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
  48. 48. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Staged Transformation Towards the Future State 48 Source: UXC Consulting 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  49. 49. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress SIAM org chart (example) 49 Source: UXC Consulting 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  50. 50. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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) 5009/03/2015 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.
  51. 51. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Governance of Outsourced SIAM 7 StrategicManagement Operations/ Execution <Customer> Innovation & PPMPortfolio Governance <Customer> Architecture Governance Service Provider <Customer> Sourcing Governance <Customer> ICT Governance SIAM Architecture & Innovation Board <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 ReviewBoards SIAM PPM/PMO Portfolio ReviewBoard 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 provider Service Operation & Transition, incl Incident/ Change, Request ownership Internal/external supplier Project/ Programme Manager, and/or SMEs & projectteam SIAM/<Customer> Design Assurance (Functionality, Availability, Capacity, Continuity, Security SAC test & report) Daily/Weekly Monthly Annual SIAM Process Improvement Councils Internal/external service provider ProcessOwnersand Representatives Strategy&Directiontosupplychain Advice,ideas,inovationandreportsfromsupplychain Executive SIAM CSI Plan Service Provider Business Plans <Customer> CSI strategy Source: UXC Consulting 09/03/2015 10:32 am - itsmf 2015 - service integration.pptx 51
  52. 52. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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 5209/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  53. 53. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Summary  Introduction  Some SIAM Best Practices  Outsourcing of SIAM Function 5309/03/2015 10:32 am - itsmf 2015 - service integration.pptx Effective SIAM
  54. 54. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress Q&A 5409/03/2015 10:32 am - itsmf 2015 - service integration.pptx
  55. 55. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress 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
  56. 56. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. www.itsmf.org.sgitSMF Singapore 2015 Annual Conference - ITSM Leadership Congress The End 5609/03/2015 10:32 am - itsmf 2015 - service integration.pptx

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