The Long Road to SIAM Implementation
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University of Manchester's Martin Putwain shares his SIAM journey so far
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The Long Road to SIAM Implementation
- 1. The Long Road To SIAM The University Of Manchester’s Journey to Implementing Service Integration and Management
- 2. The First Civic University in England Started the Atomic Age when Ernest Rutherford split the atom Started the computer age when Sir Freddie Williams and Tom Kilburn built ‘Baby’. Discovered Graphene.
- 5. The Targeting Operating Model
- 6. Target Operating Model June 2018
- 7. Key: Proposed activity Key milestone/output Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 SIAM Workstream SIAM Op model agreed Change freeze / Low resource period OBC agreed Initial Ivanti training Ivanti licensed & procured SIAM scope understood Problem Mgmt Live Milestone complete UAT Back office commences Remedy decommission Ivanti Go- live back office Ivanti Go-live front office Ivanti config commences Major Incident Mgmt Live Process maturity understood SIAM process improvements SMT Improvement Delivery roadmap agreed SIAM Strategy & Roadmap Services identified Service architecture agreed UAT Front office commences Cost to serve approach understood SIAM ORG DESIGN As Is Capability Definition Commenced Trans Stage Identified & Roadmap Planning Commenced 31/05 Target Capabilities Defined 31/05 As Is Capability Understood 13/07 SIAM Transition Roadmap Planning completed 10/08 SCM Live SLM Live SACM Live CM Live IM Live SRF Live KM Live Maturity targets agreed Non-toolset maturity target reached SIAM Roadmap & Milestones Technical services validated Business services defined Other Deliver y SOC design completed Network supplier onboarding completed SOC transition completed EUC supplier onboarding completed
- 8. Service Framework and Catalogue Proposed high-level categorisation Business Applications and Services Teaching, Learning and Students Library Services Email, Calendar and Collaboration Media and Events Telephony and Mobile Services Application and OS Software Devices and Printing Network and Connectivity Core IT Services Web Development and Hosting Research Computing IT Accounts and Security ? 13 High Level Categories Approximately 200 Services 600 + Service CI’s, including Applications, Software & Hardware
- 9. Process Current score Dec 18 / Mar 19 Jun 19 Dec 20 Incident Management 2 2.5 3 4 Major Incident Management 1 2 3 4 Problem Management 0 2 2.5 3 Change Management 2 2.5 3 4 Service Asset Management 1.5 2 3 3 Configuration Management 0 1 2 3 Request & Fulfilment 2 2.5 3 4 Service Catalogue Management 1.5 2.5 3 4 Service Level Management 1.5 2 2.5 4 Knowledge Management 1.5 2 3 3 CMMI Process Maturity Targets
- 10. Process Design approach 1st draft completed of process flow 3rd draft completed of process flow Full process document draft Agree implementation plan and walkthroughs Initial workshop with core team Process soft/full go-live Continual improvement 2nd draft completed of process flow Wider stakeholder review and input Toolset design workshops
- 11. Service Design and Assurance Service and Supplier Assurance Service Transition Customer Support Digital Engagement and Enablement Service Integration and Management Capability Groupings Service and Supplier Assurance and Design Service Transition Service Operations
- 12. Your questions? Martin.Putwain@manchesater.ac.uk Twitter - @mrputwain
Editor's Notes
- What is the Service Catalogue? An Ivanti Service Manager toolset resource for the University providing information on the IT Services we deliver to the organisation. How is it managed? The Service Catalogue Management process ensures monitoring and governance is applied to the Service Catalogue, so that content is always up-to-date identified through: Service introduction Change Management Service Reviews End User feedback How is it maintained? Service Relationship Managers are responsible for content relating to the services they own.
- To ensure that new & changed services are consistently designed and managed in line with UoM IT Services Strategy. Ensuring that services require minimal improvement and continue to meet business need throughout their lifecycle. Proactive management of IT services and suppliers to ensure they meet current and future customer requirements. Driving service performance, aligned to user experience and delivery of value to customers. To ensure that new, modified or retired services are efficiently transitioned in a consistent and controlled manner. Acting as a gatekeeper to the ITS environment, ensuring risks are identified and managed and the services deliver the agreed strategic benefit. To ensure that ITS services enable users to operate and achieve business objectives and targets. Providing proactive support and . To ensure that new, modified or retired services are efficiently transitioned in a consistent and controlled manner. Acting as a gatekeeper to the ITS environment, ensuring risks are identified and managed and the services deliver the agreed strategic benefit.