Atos's Alistair Philpott shared his top tips for expanding your SIAM 'family' at this year's Service North conference

1. 01-11-2018
© Atos
SIAMese twins:
Expanding your integrated service family
Alistair Philpott
Solution Director, Global Service Integration

2. 2
Overview
▶ “After the honeymoon”
▶ Focused on marriage counselling for SIAM
▶ How to maintain a strong and healthy collaborative relationship
between suppliers and client
Last year’s theme…

3. 3
Overview
▶ “After the honeymoon”
▶ Focused on marriage counselling for SIAM
▶ How to maintain a strong and healthy collaborative relationship
between suppliers and client
▶ “Making babies…”
▶ SIAMese Twins - Expanding your integrated service family
▶ Introducing babies new services into your SIAM environment
Last year’s theme…
This year’s evolution…

4. 4
Overview
▶ “After the honeymoon”
▶ Focused on marriage counselling for SIAM
▶ How to maintain a strong and healthy collaborative relationship
between suppliers and client
▶ “Making babies…”
▶ SIAMese Twins - Expanding your integrated service family
▶ Introducing babies new services into your SIAM environment
Last year’s theme…
This year’s evolution…
▶ Do all services look the same?
▶ How to create new services safely
▶ No service is truly ugly…I promise!
What we will cover…

5. Do all services look the
same?

6. 6

7. 7
It’s no longer (just) about managing towers…
Our supply chains are getting more complex, not less so

8. 8

9. 9
Cloud and disaggregation is changing everything
Legacy tower services + XaaS: commodity and highly customised

10. 10
SIAM V1.0
It was all about process, tooling and commercial alignment
▶ Operationally focused
▶ Technology based supply chain consolidation and simplification
▶ Common service levels
▶ Consistent processes deployed through integrated ITSM tools
▶ Collaboration Agreements
▶ On- and Off-boarding suppliers – establishing the SIAM operating model
▶ Creating end-to-end governance and reporting…
But what about changing the whole delivery model for some services but not others?
How do we deal with commodity services that do not “fit” our lovely SIAM operating model, with its
common commercial terms, processes, tooling and KPIs?

11. 11
SIAM V2.0
Bringing together Systems Integration and Service Integration
▶ Many organisations still operate “Projects” and “Service” as distinct entities.
– Most Service Providers do this…
– Many user organisations & Clients do this too
– Where does DevOps fit?
▶ SIAM V2.0 will require organisations and processes that overcome these distinctions!

12. How to create services
safely

13. 13
A typical SIAM operating model
Assumes outsourced SIAM function but principles also apply to insourced

14. 14
Critical aspects of the operating model
To achieve introduction of complex new services, safely…

15. Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Solution
Design
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Supply
Chain
Supply
Chain
Service Portfolio
Continual
Service
Improvement

16. Service Solution Design
▶ Compliance with architectural and technical
standards
▶ Requirements backlog & ambiguity testing,
technical and process interfaces, data models,
compute, storage, comms, presentation, CX,
accessibility, NFRs
▶ Holistic service solution design:
– people, process, technology;
– dependencies on other services
and/or suppliers;
– deployment method design;
– test strategy and design.
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Solution
Design
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Continual
Service
Improvement
Supply
Chain
Supply
Chain
Service Portfolio

17. Service Solution Design
Service Build and Transition
▶ Solution Development (Agile/Waterfall/hybrid)
▶ Environments sourcing/provisioning/build
▶ Unit, component and system testing
▶ Establish service support functions, service and
training/KT documentation and materials
▶ Transition state planning
▶ Detailed RAID mapping
– operational
– technical
– commercial
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Solution
Design
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Continual
Service
Improvement
Supply
Chain
Supply
Chain
Service Portfolio

18. Service Solution Design
Service Build and Transition
Service Validation and Test
▶ Compliance with standards
▶ Test environments management
▶ Test execution:
– functional testing & UAT;
– technical integration testing;
– operational acceptance testing;
– service readiness.
▶ Reporting
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Solution
Design
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Supply
Chain
Supply
Chain
Service Portfolio
Continual
Service
Improvement

19. Service Solution Design
Service Build and Transition
Service Validation and Test
Business Change and Communications
▶ Organisational readiness
▶ Service Introduction
▶ Deployment and Early-Life support
▶ User training & education
▶ Alignment across programmes,
suppliers, services
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Supply
Chain
Supply
Chain
Service Portfolio
Continual
Service
Improvement
Service
Solution
Design

20. Service Solution Design
Service Build and Transition
Service Validation and Test
Business Change and Communications
Commercial
▶ Contractual alignment and integration
– common terms, KPIs etc
– contract change to support dependencies
– collaboration and obligations
▶ Commercial governance
▶ Risk management
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Supply
Chain
Supply
Chain
Service Portfolio
Continual
Service
Improvement
Service
Solution
Design

21. Service Solution Design
Service Build and Transition
Service Validation and Test
Business Change and Communications
Commercial
Service Operation and Security
▶ Security accreditation
▶ Operational RACIs
▶ Service desk and ITSM processes
– event, incident, problem,
change, release etc
– monitoring and reporting
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Supply
Chain
Supply
Chain
Service Portfolio
Continual
Service
Improvement
Service
Solution
Design

22. Service Solution Design
Service Build and Transition
Service Validation and Test
Business Change and Communications
Commercial
Service and Security Management
Continual Service Improvement
▶ PDCA cycle
▶ Lessons learnt
▶ Cross-supplier reviews & actions
Surely it’s just about governance?
Seven perspectives to define and consider what we mean by “integration”
Service
Build
Service
Validation
& Testing
Change &
Communication
Commercial
Service
Operation
& Security
Supply
Chain
Supply
Chain
Service Portfolio
Continual
Service
Improvement
Service
Solution
Design

23. 23
Some pitfalls to avoid
These are all based on real customer and supplier examples…!
Inconsistent visibility of changes to the service portfolio
and last-minute communication of new services,
circumventing the service readiness testing process
Making incorrect assumptions about the technical
integrity of commodity service components without
validation
Setting incorrect thresholds to trigger cross-supplier
impact assessment
Allowing suppliers to plan major deployments without
checking inter-dependencies…and not having the
contractual mechanisms to avoid this!
▶ “I need you to deploy a major change
we’ve agreed to apply to our HR service in
the next 90 minutes…”
▶ Procuring a cloud-based business solution
that depends on a federated AD to
authenticate users, contrary to the
organisation’s security policy…
▶ “Of course you can take down the DNS
server without consulting the other
suppliers because it’s just one server…”
▶ Supplier A’s unified comms solution
deployed to remote sites depends on
Supplier B’s network upgrade, but the
rollout plans are not aligned…

24. No service is truly ugly…I
promise!

25. 25
Some challenges to overcome
To avoid creating “ugly” services…
▶ How do I integrate my
SaaS provider into my
capacity management
process?
▶ How do we manage the
complex spectrum of
transition states for
services being transformed
in parallel?
▶ How do we ensure that new
services and solutions integrate
with the legacy?
▶ How do we handle change
and release for Evergreen
cloud services?
Control Collaboration
Communication

26. Developing Comprehensive Transition States
And managing the inter-dependencies between them

27. Managing the Transition States
Ongoing cross-supplier assessment and collaborative governance

28. 28
SIAM & Service maturity models
Two examples of how to deal with different tiers of supplier/service

29. 29
Another operating model for “integration”
Focusing on delivery of new services into an integrated ecosystem

30. ▶ Collaboration, Communication, Control
▶ Create a clear dependency map between your services
▶ Establish a detailed map of transition states for your projects and the services
they are delivering/changing
▶ Adopt the appropriate service model for the service in question
▶ Measure twice, cut once…it’s all in the preparation!
▶ Seek help when you need it
▶ Remain flexible – no plan survives first contact with the enemy
▶ Collaboration, Communication, Control
30
Is this all just too hard?
Not if you stick to some simple rules…

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Thanks
For more information please contact:
M+ 44 7989 382 869
alistair.philpott@atos.net