On November 20, 2013, a masterclass on IT service integration and management was held at the Steigenberger Airport Hotel in Frankfurt, featuring sessions on SIAM models, process maturity assessment, and Siemens' integration strategy. The agenda included lunch, networking opportunities, workshops, and discussions addressing practical legal challenges in multi-sourcing environments. The event concluded with a cocktail reception for informal discussions amongst attendees and speakers.

1. Wednesday, 20th November 2013
Steigenberger Airport Hotel, Frankfurt Airport
Masterclass
IT Service Integration and Management
AGENDA: Morning
9:30 – 10:00
REGISTRATION AND COFFEE
Coffee and pastries will be served during the registration period.
10:00 – 10:15
WELCOME & INTRODUCTION
Welcome and agenda overview
Moderator:
Frank Bastian, Partner, ISG
10:15 – 10:45
TRANSFORMING TO THE RIGHT SERVICE INTEGRATION AND MANAGEMENT (SIAM) MODEL
In this opening session we will introduce Service Integration concepts, issues and approaches.
This will be followed by a discussion of the evolution that we have observed in the market, and
our recommended priorities and trends to implement a successful service integration function.
Presenter:
Andrea Spiegelhoff, Partner, ISG
Kirsten Buffo, Director, ISG
10:45 – 11:30
SERVICE INTEGRATION AND MANAGEMENT – KNOWING WHERE YOU ARE
Assessing the maturity of your Service Integration organisation’s current processes is an
important step for clearly defining improvement plans and establishing a baseline against which
progress can be measured.
Presenter:
Nick Leach, Head of Integration & Operations, National Grid
11:30 – 11:45
Refreshment Break
11:45 – 12:30
SIEMENS SERVICE INTEGRATION – THE JOURNEY FROM STRATEGY TO SUCCESSFUL
IMPLEMENTATION
In 2013 Siemens defined its service integration strategy for global Infrastructure services. Over a
period of several months the strategy was socialized with key stakeholders and the in-house
service integration implementation priorities were defined. The presentation covers the
transformation roadmap, practical approach and lessons learned.
Presenter:
Dr. Matthias Egelhaaf, Global Infrastructure Lead, Siemens
www.isg-one.com

2. AGENDA: Afternoon
12:30 – 13:15
Lunch and Networking
Lunch will be served providing an opportunity to network with other delegates and speakers.
Following lunch we cordially invite you to visit our “Showroom” where we present our approach
for a “360° SIAM Experience”.
13:15 – 14:00
“360° SIAM EXPERIENCE” – WHAT IS IT ALL ABOUT?
The 360° SIAM Experience will provide you a broad insight into Service Integration and
Management (SIAM). It will clarify business and IT drivers, strategic considerations and success
factors to shape a multi-provider integration function within an IT organization.
Presenter:
Kirsten Buffo, Director, ISG
14:00 – 14:45
CONTRACTUAL ISSUES OF SERVICE INTEGRATION - HOW TO AVOID FINGER-POINTING
Issues of end-to-end service provisioning and required legal agreements in a multi-sourcing
environment. Presentation of practical and legal challenges to avoid, for example, mutual
assignments of blame between client, integrator and different providers.
Presenters:
Dr. Jost Kotthoff, Partner, White & Case LLP
Dr. Thomas Barnekow, Director, ISG
14:45 – 15:45
MASTERCLASS WORKSHOPS
Discussion and working on two different subjects of Service Integration and Management in
parallel workshop sessions. The results are presented then by one nominated representative of
each group. Coffee and pastries will be provided during the workshops.
A: STRATEGIES AND TRENDS
 Future changes and dominating models
 Drivers and constraints
 …
B: BENEFITS AND VALUE
 Qualitative and quantitative performance
 Key performance indicators
 …
15:45 – 16:30
PRESENTATION OF WORKSHOP RESULTS
A: Strategies and Trends
B: Benefits and Values
16:30 – 17:00
CLIENTS ASK – PROVIDERS ANSWER
To wrap up the day we invited selected Service Provider representatives who will answer critical
questions from the participants.
17:00 – 18:00
COCKTAIL RECEPTION
Following the final session of the Masterclass all attendees are invited to join us at a cocktail
reception where any outstanding questions or discussions can be continued in an informal
setting.
For more information on this even, please contact: jasmin.schoedel@isg-one.com
150613
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