Slides from Martin Putwain (University of Manchester), presenting at the Service North SIAM conference on September 12th 2019

1. When Cultures Clash: Creating a hybrid
SIAM organisation in a Higher Education
establishment
By Martin Putwain

2. Getting Us Ready to become a SIAM organisation
Service Catalogue
Target Operating Model
Modernisation Partner
Process Maturity
Toolset

3. Why?
Run
• Application Packaging
• Standard Hardware
• Standard Images
• Wired Network
• Wifi
Transform
• Windows 10
• Office 365
• VDI environment
• Pervasive Wi-Fi
• Software managed Network

4. Hybrid Teams
Customer Organisation = University of Manchester
Service Integrator = SIAM Function in ITSInternalServiceProvider1
ExternalServiceProvider2
HybridServiceProvider2
InternalServiceProvider2
HybridServiceProvider1
ExternalServiceProvider1
DEMAND
SUPPLY

5. Cultural Change and what I’ve Learnt
1. How We’re Measured
• Enforcing good service management in higher education is hard, but
essential.
• Everyone should be measure against the same standards
2. Gold Plated Requests
• Work our how or if you are going to deal with the “leftfield” requests
• Remember what you are asking your Service Delivery Partner to
deliver
3. Customer Behaviour
• Life would be easy if it wasn’t for our customers, show them a
repeatable process is better for them.

6. Cultural Change and what I’ve Learnt
4. Different Priorities
• Speak to your Service Providers about your patterns of business.
• Try to understand their priorities.
• Contracts that are sympathetic to your business.
5. When Real Life Hits
• Clear standards in quality and detail.
• Know your contractual obligations.
• Don’t do the work that you’re paying someone else to do.
6. It can be unsettling for your team
• Make your Service Provider part of the team.
• Don’t create differences between your hybrid teams.

7. Thank You
martin.putwain@manchester.ac.uk
@mrputwain