Service North 2019 - 8 Things I've Learnt Implementing SIAM Operating ModelsScopism
This document discusses lessons learned from implementing Service Integration and Management (SIAM). Key points include:
- Implementing SIAM is a major change to IT operations that affects processes, tools, governance, and culture. Dedicated change management is vital.
- SIAM encompasses more than just IT service management and requires skills in areas like project management, finance, and commercial/vendor management.
- Changing existing contracts to align with a new SIAM operating model can be difficult, as suppliers may see it as high risk.
- An automated tooling strategy is critical for tasks like service management, but organizations must decide whether all providers use the same tool or allow their own.
- Effective
Tales from the Frontline - Historic England and Littlefish's SIAM journeyScopism
Presentation from Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017. Littlefish and Historic England have both seen a dramatic change as organisations and have been working together in partnership since late 2016
to on-board and run a new SIAM model involving new some insourced and outsourced IT services. They explain how the experience has been from a customer and supplier perspective
before, during and after implementation.
This includes lessons learned, organisational change and how
collaboration, partnership, principles and a twist of DevOps, have helped (or hindered) progress.
The University of Manchester has undertaken a modernization program to implement a Service Integration and Management (SIAM) model to improve its IT service management. This included defining a target operating model, understanding current processes and capabilities, developing a roadmap to maturity for key ITIL processes, designing new service management processes, and grouping capabilities into areas like service design and operations. The roadmap shows activities from 2018 to 2020 to transition to the new SIAM model through activities like procuring a new ITSM tool, implementing processes, defining services, and reaching maturity targets.
Service North 2019 - 8 Things I've Learnt Implementing SIAM Operating ModelsScopism
This document discusses lessons learned from implementing Service Integration and Management (SIAM). Key points include:
- Implementing SIAM is a major change to IT operations that affects processes, tools, governance, and culture. Dedicated change management is vital.
- SIAM encompasses more than just IT service management and requires skills in areas like project management, finance, and commercial/vendor management.
- Changing existing contracts to align with a new SIAM operating model can be difficult, as suppliers may see it as high risk.
- An automated tooling strategy is critical for tasks like service management, but organizations must decide whether all providers use the same tool or allow their own.
- Effective
Tales from the Frontline - Historic England and Littlefish's SIAM journeyScopism
Presentation from Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017. Littlefish and Historic England have both seen a dramatic change as organisations and have been working together in partnership since late 2016
to on-board and run a new SIAM model involving new some insourced and outsourced IT services. They explain how the experience has been from a customer and supplier perspective
before, during and after implementation.
This includes lessons learned, organisational change and how
collaboration, partnership, principles and a twist of DevOps, have helped (or hindered) progress.
The University of Manchester has undertaken a modernization program to implement a Service Integration and Management (SIAM) model to improve its IT service management. This included defining a target operating model, understanding current processes and capabilities, developing a roadmap to maturity for key ITIL processes, designing new service management processes, and grouping capabilities into areas like service design and operations. The roadmap shows activities from 2018 to 2020 to transition to the new SIAM model through activities like procuring a new ITSM tool, implementing processes, defining services, and reaching maturity targets.
This document provides five ways to win or procure the right SIAM (Service Integration and Management) services. It discusses:
1) Understanding customer requirements and the reasons for considering a SIAM model.
2) Allocating the right people to the customer and service provider teams.
3) Collaboratively designing the right solution based on established evaluation criteria.
4) Establishing principles for ongoing communication and review between the customer and service provider.
5) Regularly reviewing whether the right partner was chosen and solution provided to create a valuable outcome.
Service integration is becoming increasingly important as complexity rises and the focus shifts from product to service economies. Effective service integration requires close collaboration and mutual trust between organizations rather than just contracts. There are different models for service integration including internal service integrators, hybrid service integrators led by a lead supplier, and resource augmentation. Key success factors include having the right people, embracing continuous improvement, and tailoring approaches based on specific situations rather than following rigid models.
SIAM stands for Service Integration and Management. It is a sourcing strategy that coordinates people, processes, tools, data and governance across multiple IT suppliers to deliver value to customers. The document discusses why organizations implement SIAM, provides examples of real-world SIAM implementations, and outlines challenges and the future of SIAM. It also describes how SIAM can support digital transformation and enable enterprise agility through fundamental business changes.
What is Enterprise Service Management and How You Can Get StartedCherwell Software
Enterprise Service Management (ESM) is IT’s opportunity to leverage the maturity and broad portfolio of ITIL/ITSM based processes to champion service delivery excellence to other lines of business within the organization. When implemented effectively, IT Service Management principles and tools can streamline fulfillment and improve employee productivity across numerous operational departments.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
The document discusses the Service Integration and Management (SIAM) model for ICT organizations. It outlines that the SIAM model aims to provide cost-effective and agile ICT services through coordinating various "tower" suppliers that provide different functional services. The key role of the SIAM supplier is to deliver a single interface and coherent end-to-end services by integrating and managing services across tower suppliers. However, transitioning to the SIAM model from existing outsourcing arrangements poses major challenges, such as operating a mixed environment during the transition and ensuring continuous service. Effective tools that provide integrated monitoring across suppliers and a common suite of processes are critical to enable successful transition and flexibility within the SIAM model.
11 Actions that will make your SIAM Programme successfulSteve Morgan
Service Integration & Management (SIAM) is a term given to IT Operating Models which cater for multi-vendor strategies. This presentation describes the 11 Actions that you must adopt to make your SIAM programme a success
FitSM is a lightweight IT service management standard designed to be approachable, achievable, and compatible with other frameworks like ITIL and ISO/IEC 20000. The FitSM standard consists of 4 core documents that are 85 pages total and only 9 pages of requirements, making it much shorter than ITIL or ISO/IEC 20000. FitSM focuses on familiar processes like service level management, problem management, and change management. Certification is also quicker, more affordable, and uses free materials compared to other standards.
Johann Diaz: The New Management of Service – Joining Up the EnterpriseitSMF UK
Take a look at this presentation to discover how enterprises can now focus from the top down, on delivery outstanding customer services, whilst simultaneously cutting costs and improving compliance.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Martin Huddleston: No Service Management, No SecurityitSMF UK
Cyber security is no different from any other management activity, the theory is straight forward and well known, but the execution is very difficult. Interestingly, recent research carried out by a UK/ NATO industry team identified that one key element of high quality cyber security is world class service management as the majority of controls used to secure a system lie within the service management realm.
So how do you effectively encompass cyber security into service management? In this presentation Martin outlines the background to the research and shares the results that identify how service management controls fit within a cyber security life cycle. Then, building on this work, Martin showcases how we need to think more about effectiveness and continuous improvement rather than compliance to give us the best chance of staying ahead of the attackers.
The document discusses the key benefits of using ITIL (Information Technology Infrastructure Library) framework. ITIL provides several processes and capabilities that help organizations optimize customer experience, enable business change, manage risk, show value, and continually improve. Some key benefits mentioned include managing business risk, minimizing service disruptions, demonstrating value of services, and ensuring quality of services meets customer needs and expectations. ITIL helps support business outcomes through processes like availability management, problem management, and service level management.
ITIL provides the foundation for quality IT service management by offering efficient services that meet business requirements, allowing IT to support corporate aims and become a profit generator rather than a cost burden. Adopting ITIL leads to improved service quality through consistent processes, shortened resolution times, better management control, and more reliable services. It also enables cost reduction through increased efficiency and productivity, lower incident volumes, and less business disruption. Further, ITIL allows for proactive IT management by planning ahead and shaping the business IT environment using proven best practices.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Last year in May, where we could do what we liked and Covid19 was not even a word, the itSMF organized an event to review ITIL4 and how it positioned itself in the agile service management world. For those who joined, I said that all the information shared was based on the ITIL4 foundation input. Since then, a lot has happened. Also in the world of ITIL4. Axelos released 4 more specialist and strategist titles and 35 practice titles.
It gave the possibility to revisit the initial understanding, challenge it and extending it to the level I am at today. I also said that when time is right, I would share my insights.
So if you want that in depth review of how Axelos has reinvented ITIL and how for me, this evolution of ITIL is as disruptive as the market we are in today, mark in your agenda : 26th of November from 17:30 until 19:00
What can you expect from this indepth session on ITIL4? We will start off with a short recap of the foundation, so even people not really familiar with the basic ins and outs can follow the session.
After that introduction, the 4 core volumes added as part of the managing professional will be reviewed and connected to the ITIL4 operating model. We will investigate how each of the volumes adds tools and guidance, allowing a service driven organisation to become the best version of itself.
Personally it has been a discovery journey which took and still takes time to grasp the potential. I hope that by the end of the session, some of the insights might be of use in your own service management evolution journey.
Eddy Peters
ITIL is successful because it provides standard practices that help organizations deliver value for customers, integrate business and IT strategies, and optimize costs. It offers robust and proven practices applicable across industries to manage services, risks, investments and improve customer relationships. Additionally, ITIL is vendor-neutral, non-prescriptive, and based on best practices.
The Journey to World Class Presentation Contract Management - IACCM Sydney Co...David Gee
This document discusses Telstra's journey to achieving world class contract and commercial management. It outlines some of the pain points Telstra was facing 18 months ago, including reduced profitability and revenue leakage. An improvement plan was developed that included introducing a Contract and Lifecycle Management System (CaLMS) and developing clear processes. Telstra selected Apttus as its CaLMS vendor after a competitive selection process. The new system is expected to deliver benefits like reducing risk, improving reporting and tracking, and increasing customer satisfaction by making it easier to do business with Telstra. The document concludes by emphasizing that technology is just one piece of the puzzle and people, processes, data quality and stakeholder engagement are also critical to a successful transformation.
The document outlines Suraj Mahajan's presentation on a business strategy meeting for 2022. Key points from the presentation include focusing on addressing customer needs, getting customer referrals, building relationships, taking feedback, having a loyalty program, developing a service-centric team, billing for extra activities, attending industry events, engaging employees, developing case studies, and regular trainings. The presentation also discusses ideas for new business like acquisitions, streamlining services, technical training courses, biomedical equipment services, and starting new business lines. Metrics to track progress and ensure validation are also provided.
This document provides five ways to win or procure the right SIAM (Service Integration and Management) services. It discusses:
1) Understanding customer requirements and the reasons for considering a SIAM model.
2) Allocating the right people to the customer and service provider teams.
3) Collaboratively designing the right solution based on established evaluation criteria.
4) Establishing principles for ongoing communication and review between the customer and service provider.
5) Regularly reviewing whether the right partner was chosen and solution provided to create a valuable outcome.
Service integration is becoming increasingly important as complexity rises and the focus shifts from product to service economies. Effective service integration requires close collaboration and mutual trust between organizations rather than just contracts. There are different models for service integration including internal service integrators, hybrid service integrators led by a lead supplier, and resource augmentation. Key success factors include having the right people, embracing continuous improvement, and tailoring approaches based on specific situations rather than following rigid models.
SIAM stands for Service Integration and Management. It is a sourcing strategy that coordinates people, processes, tools, data and governance across multiple IT suppliers to deliver value to customers. The document discusses why organizations implement SIAM, provides examples of real-world SIAM implementations, and outlines challenges and the future of SIAM. It also describes how SIAM can support digital transformation and enable enterprise agility through fundamental business changes.
What is Enterprise Service Management and How You Can Get StartedCherwell Software
Enterprise Service Management (ESM) is IT’s opportunity to leverage the maturity and broad portfolio of ITIL/ITSM based processes to champion service delivery excellence to other lines of business within the organization. When implemented effectively, IT Service Management principles and tools can streamline fulfillment and improve employee productivity across numerous operational departments.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
The document discusses the Service Integration and Management (SIAM) model for ICT organizations. It outlines that the SIAM model aims to provide cost-effective and agile ICT services through coordinating various "tower" suppliers that provide different functional services. The key role of the SIAM supplier is to deliver a single interface and coherent end-to-end services by integrating and managing services across tower suppliers. However, transitioning to the SIAM model from existing outsourcing arrangements poses major challenges, such as operating a mixed environment during the transition and ensuring continuous service. Effective tools that provide integrated monitoring across suppliers and a common suite of processes are critical to enable successful transition and flexibility within the SIAM model.
11 Actions that will make your SIAM Programme successfulSteve Morgan
Service Integration & Management (SIAM) is a term given to IT Operating Models which cater for multi-vendor strategies. This presentation describes the 11 Actions that you must adopt to make your SIAM programme a success
FitSM is a lightweight IT service management standard designed to be approachable, achievable, and compatible with other frameworks like ITIL and ISO/IEC 20000. The FitSM standard consists of 4 core documents that are 85 pages total and only 9 pages of requirements, making it much shorter than ITIL or ISO/IEC 20000. FitSM focuses on familiar processes like service level management, problem management, and change management. Certification is also quicker, more affordable, and uses free materials compared to other standards.
Johann Diaz: The New Management of Service – Joining Up the EnterpriseitSMF UK
Take a look at this presentation to discover how enterprises can now focus from the top down, on delivery outstanding customer services, whilst simultaneously cutting costs and improving compliance.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Martin Huddleston: No Service Management, No SecurityitSMF UK
Cyber security is no different from any other management activity, the theory is straight forward and well known, but the execution is very difficult. Interestingly, recent research carried out by a UK/ NATO industry team identified that one key element of high quality cyber security is world class service management as the majority of controls used to secure a system lie within the service management realm.
So how do you effectively encompass cyber security into service management? In this presentation Martin outlines the background to the research and shares the results that identify how service management controls fit within a cyber security life cycle. Then, building on this work, Martin showcases how we need to think more about effectiveness and continuous improvement rather than compliance to give us the best chance of staying ahead of the attackers.
The document discusses the key benefits of using ITIL (Information Technology Infrastructure Library) framework. ITIL provides several processes and capabilities that help organizations optimize customer experience, enable business change, manage risk, show value, and continually improve. Some key benefits mentioned include managing business risk, minimizing service disruptions, demonstrating value of services, and ensuring quality of services meets customer needs and expectations. ITIL helps support business outcomes through processes like availability management, problem management, and service level management.
ITIL provides the foundation for quality IT service management by offering efficient services that meet business requirements, allowing IT to support corporate aims and become a profit generator rather than a cost burden. Adopting ITIL leads to improved service quality through consistent processes, shortened resolution times, better management control, and more reliable services. It also enables cost reduction through increased efficiency and productivity, lower incident volumes, and less business disruption. Further, ITIL allows for proactive IT management by planning ahead and shaping the business IT environment using proven best practices.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Last year in May, where we could do what we liked and Covid19 was not even a word, the itSMF organized an event to review ITIL4 and how it positioned itself in the agile service management world. For those who joined, I said that all the information shared was based on the ITIL4 foundation input. Since then, a lot has happened. Also in the world of ITIL4. Axelos released 4 more specialist and strategist titles and 35 practice titles.
It gave the possibility to revisit the initial understanding, challenge it and extending it to the level I am at today. I also said that when time is right, I would share my insights.
So if you want that in depth review of how Axelos has reinvented ITIL and how for me, this evolution of ITIL is as disruptive as the market we are in today, mark in your agenda : 26th of November from 17:30 until 19:00
What can you expect from this indepth session on ITIL4? We will start off with a short recap of the foundation, so even people not really familiar with the basic ins and outs can follow the session.
After that introduction, the 4 core volumes added as part of the managing professional will be reviewed and connected to the ITIL4 operating model. We will investigate how each of the volumes adds tools and guidance, allowing a service driven organisation to become the best version of itself.
Personally it has been a discovery journey which took and still takes time to grasp the potential. I hope that by the end of the session, some of the insights might be of use in your own service management evolution journey.
Eddy Peters
ITIL is successful because it provides standard practices that help organizations deliver value for customers, integrate business and IT strategies, and optimize costs. It offers robust and proven practices applicable across industries to manage services, risks, investments and improve customer relationships. Additionally, ITIL is vendor-neutral, non-prescriptive, and based on best practices.
The Journey to World Class Presentation Contract Management - IACCM Sydney Co...David Gee
This document discusses Telstra's journey to achieving world class contract and commercial management. It outlines some of the pain points Telstra was facing 18 months ago, including reduced profitability and revenue leakage. An improvement plan was developed that included introducing a Contract and Lifecycle Management System (CaLMS) and developing clear processes. Telstra selected Apttus as its CaLMS vendor after a competitive selection process. The new system is expected to deliver benefits like reducing risk, improving reporting and tracking, and increasing customer satisfaction by making it easier to do business with Telstra. The document concludes by emphasizing that technology is just one piece of the puzzle and people, processes, data quality and stakeholder engagement are also critical to a successful transformation.
The document outlines Suraj Mahajan's presentation on a business strategy meeting for 2022. Key points from the presentation include focusing on addressing customer needs, getting customer referrals, building relationships, taking feedback, having a loyalty program, developing a service-centric team, billing for extra activities, attending industry events, engaging employees, developing case studies, and regular trainings. The presentation also discusses ideas for new business like acquisitions, streamlining services, technical training courses, biomedical equipment services, and starting new business lines. Metrics to track progress and ensure validation are also provided.
How BP is Leveraging Technology to Energize Supplier Relationship ManagementSirionLabs
On February 13th 2018, SirionLabs and IACCM conducted this webinar featuring BP. The webinar features an exciting panel of speakers including Jason Donner, Head of IT Infrastructure Sourcing at BP, Sally Hughes, CEO, IACCM and Ajay Agrawal, Founder and CEO, SirionLabs. Watch this on-demand webinar to learn how BP is driving improved results in strategic supplier engagements through its technology-driven relationship management strategy using Sirion’s contract management platform.
Services Procurement - SOWs Best PracticesPeopleFluent
PeopleFluent’s Vendor Management System (VMS) helps organizations effectively and efficiently manage their entire non- employee workforce as well as service categories such as Statement of Work (SOW) and ID management. When utilized as part of the PeopleFluent Mirror™ Suite of talent management applications, total workforce visibility can be achieved. Ranked as a ‘Leader” in both VMS and SOW capabilities by Forrester Research, our contingent workforce management solution drives operational efficiencies, superior budget control, improved cost savings and ensures adherence to compliance requirements when managing contingent workers.
Government Contractos are under pressure to allocate resources more effectively, increase client billing rates, and differentiate themselves through innovative service delivery in order to generate greater profit margins in the face of ever-increasing competition and regulatory DCAA compliance. Accounting for every detail of a project or contract, including measuring the degree of project completion, remains a huge challenge for Government Contractors. Join Raffa & BDO to learn how you can solve your accounting, project management, and compliance issues with an effective Microsoft Dynamics solution.
The document discusses Kirklees' approach to pre-application advice, which has shifted from a free duty officer system to a paid pre-application service. The new approach involves joint working between regeneration and development management teams on major applications, with assigned officers and written responses. Feedback indicates businesses appreciate the more collaborative approach and that the pre-application service generates income while improving development management performance.
Geoff Connell London Borough of Newham - shared servicesSocitm
Presentation on shared service in local authorities presented to annual conference of public sector IT management organisation, Socitm, on 11 October 2010
Lean Government is a management philosophy based on the Toyota Production System (TPS). With Lean Government, you will be able to enhance value for your customers/citizens by improving public service delivery and eliminating waste. Simply put, by becoming a Lean organization, you will be able to increase productivity and create greater customer value with less resources.
This training presentation is especially tailored for the public sector. By teaching this presentation to public sector employees, they will have a better understanding of the Lean principles and approach to eliminating waste, and will be more forthcoming to lead and participate in the Lean implementation process.
LEARNING OBJECTIVES
1. Understand the principles and key concepts of Lean Government
2. Acquire knowledge on the key Lean methods and tools and their applications to eliminate waste and create increased value for customers/citizens
3. Identify ways to develop “Kaizen eyes” to look for improvement opportunities
4. Describe the various Lean roles
How MSPs and IT Organizations can Empower High Growth with ITSMMarc Gourvenec
ServiceAide and our MSP partner: The TriZetto Group, a Cognizant Company
Trizetto leads in the Healthcare industry with a grow of 12% CAGR through 2020.
TriZetto delivers world-class, healthcare IT solutions that enable healthcare organizations to work more efficiently and collaboratively to deliver better health.
TriZetto solutions reach 260,000 care providers, streamline processes for more than 350 payers and touch over half the U.S. insured population
How TriZetto manages to deliver high value ITSM services while reducing their costs and growing their business
How MSPs and IT Organizations can Empower High Growth with ITSMMarc Gourvenec
ServiceAide and our MSP partner: The TriZetto Group, a Cognizant Company
Trizetto leads in the Healthcare industry with a grow of 12% CAGR through 2020.
TriZetto delivers world-class, healthcare IT solutions that enable healthcare organizations to work more efficiently and collaboratively to deliver better health.
TriZetto solutions reach 260,000 care providers, streamline processes for more than 350 payers and touch over half the U.S. insured population
How TriZetto manages to deliver high value ITSM services while reducing their costs and growing their business
The document discusses the importance of the business case in driving project success. It provides an overview of key aspects of developing a robust business case, including: understanding stakeholders and desired outcomes, performing options appraisals and cost-benefit analyses, ensuring strategic alignment, and establishing affordability, commercial viability, and achievability. The presentation emphasizes creating stakeholder engagement, overcoming barriers like silos and apathy, and establishing accountability through defining roles and metrics to track value realization.
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
The water buyers guide to the galaxy - Water Event 2016Water Plus
Stuart Henderson, head of business development at Water Plus spoke at the Water Theatre on dispelling the myths about the opening of competition in 2017. The Water Buyer’s guide to the galaxy gave specific examples and suggestions on how to prepare and understand your needs before switching
The document discusses outsourcing and vendor management. It begins by defining outsourcing and listing common reasons for outsourcing such as cost reduction, avoiding large investments, and focusing on core competencies. It then describes different types of outsourcing models including BPO, ITO, and APO. The document provides details on implementing outsourcing and managing vendors through strategies such as risk analysis, due diligence, documentation, and ongoing supervision. It also presents a case study on how Cisco established a global vendor management office to gain more value from suppliers.
Tim Cummins, IACCM - Open Forum Events' NHS Commissioning and Procurement con...Alexis May
The NHS is under pressure to deliver more value while containing costs. Currently, 35% of contracts seriously underperform, resulting in economic impacts to cost, time, and quality. Responsibility for outcomes has shifted from being the customer's alone to also being shared or the supplier's. New approaches are needed to drive improved supply outcomes through insight into what causes problems and tools to support emerging business environments. Relational contracting approaches like problem solving, no-blame culture, and continuous improvement can help reduce the probability of failures. Common issues include unclear objectives, late engagement of commercial resources, and contracts being of little practical use to delivery teams. Few organizations effectively learn from past contracts.
This document provides an overview of customer relationship management (CRM) fundamentals. It discusses the key building blocks of CRM, including establishing a CRM vision and strategy, managing customer experience, organizational collaboration, CRM processes and information, technology, and metrics. It also outlines typical CRM activities in the telecommunications industry and recommendations for a successful CRM implementation.
Commercial management in construction projects involves effective cost control, risk management, and successful project closeout. The main objective is balancing commercial competitiveness and profitability through financial processes that integrate with overall project delivery.
The role of a commercial manager includes tasks like contract administration, cost control, risk identification, and cash flow forecasting when working with contractors, consultants, and clients.
Reading lists for commercial management certification cover topics like estimating, cash flows, procurement, subcontract management, and financial reporting. Key skills include analytical thinking, communication, and managing costs, schedules, and relationships across the project team.
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
Managed Services Client Onboarding Simple Process Free TemplateKashish Trivedi
We’re experts when it comes to managed services client onboarding. After all, we’re dealing with client onboarding on a daily basis. But we also understand that getting your clients through this process is not easy. Onboarding clients can be time-consuming and resource-heavy. Designing the right onboarding plan is so challenging that businesses can struggle to create a great experience for their clients. It doesn’t have to be that way. And that’s why we want to share our knowledge and help streamline the process and reduce costs.
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Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
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Best Competitive Marble Pricing in Dubai - ☎ 9928909666Stone Art Hub
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
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Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
But wait. What happens when you fully integrate your WhatsApp campaigns with HubSpot?
That's exactly what we explored in this session.
We take a look at everything that you need to know in order to deploy effective WhatsApp marketing strategies, and integrate it with your buyer journey in HubSpot. From technical requirements to innovative campaign strategies, to advanced campaign reporting - we discuss all that and more, to leverage WhatsApp for maximum impact. Check out more details about the event here https://events.hubspot.com/events/details/hubspot-new-delhi-presents-unlocking-whatsapp-marketing-with-hubspot-integrating-messaging-into-your-marketing-strategy/
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AI Transformation Playbook: Thinking AI-First for Your BusinessArijit Dutta
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
1. Newcastle | Leeds | Manchester
Gareth Yates
12 September 2019
Service North Conference
SIAM – Laying the Legal Foundations
2. Newcastle | Leeds | Manchester
Overview
• Who is the Customer?
• How is the SIAM function to be delivered?
• Contracting models
• Key issues to address in contracts
• Why do Projects fail?
SIAM – Laying the Legal Foundations
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3. Newcastle | Leeds | Manchester
• End users
• Internal function – Intelligent Client Function
• External function – SIAM provider / hybrid
• What are the Customer's aims / objectives / required services?
• What does the Customer mean by "SIAM"?
• How do you measure success?
• Who measures success?
• When do you measure success?
• What if the Customer changes its' mind?
• Customer's budget – how will it pay for what it wants?
Who is the "Customer" and what does it want?
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Internal
• Resource }
• Skills } Internal non-binding statement
• Influence / accountability }
External
• Influence / accountability }
• Transfer of staff – TUPE } Non-binding or binding statement / contract
Hybrid
• Influence / accountability } Non-binding or binding statement / contract
How is the SIAM function to be delivered?
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How will Customer contract with Service Providers?
• Direct, bilateral contracts with each Service Provider
• Indirect, via a single prime Service Provider
How will delivering the Customer's objectives be captured?
• Operating Level Agreements
• Collaboration Agreement
How much Customer authority will be delegated to the SIAM provider?
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Monitoring / reporting
• Service Providers report to SIAM
• SIAM reports to the Customer
• Customer owns the data
• Frequency and content of reporting
• Harmonised reporting
Key issues to address in contracts
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Collaboration
• How will parties share information / when
• Key stakeholders / meetings
• Forum to raise good / bad practice
• How to agree on course corrections / service improvements
• Flexibility to update contracts – avoiding cost increases
Method to de-scope / re-allocate scope = cost neutral
• Requirement for "good faith" participation to resolve Customer issues
Fix first = settle later
Who pays / Customer guarantee / off-setting
Participation at no additional cost / even if not the cause of the issue
• Aspirational / motivational language = "have regard to…" = probably not contractually binding
Key issues to address in contracts
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10. Newcastle | Leeds | Manchester
SLAs
• Effective = clear and align with aims / objectives
• Measurable
What will they measure
Technical
People
Collaboration / behaviour
Who will measure and how will they measure
When will they measure
How is the service improved / when
Financial remedy / credit
• Rewards for meeting / exceeding requirements
Reluctance from Service Providers to accept risk relating to the action / inaction of other Service Providers
Key issues to address in contracts
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• Disputes
• Pre-requisite = clear contract
Roles and responsibilities
What is a "default"
Who is accountable for the default
• Remedies:
Effective reporting – avoid / minimise disputes
Service credits – avoids dispute - breach = payment
Remediation plan – activated for a defined breach / series of breaches
Step-in right – activated for serious breaches
Termination and exit
Key issues to address in contracts
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12. Newcastle | Leeds | Manchester
SIAM / Service Provider lock-in
• How easy to terminate
• How easy to modify
• How easy to replace
Consider:
• Personnel
• IT systems / tools / data / knowledge
• Timeframe to exit / procure replacement
• Exit plan
When agreed
Cost to exit
Collaboration between SIAM / Service Providers
Key issues to address in contracts
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• Reluctant collaboration across service providers = unclear delineation of responsibilities
and accountability
• Lack of transparency and incomplete understanding of end-to-end service level
performance
• Contractual compliance without innovation
• Impotent governance and multiple costly change orders for minimal efforts
• Labour-intensive reporting and inadequate data = hinders making fact-driven decisions
Why do multi-service provider projects fail?
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• Be realistic
• Focus on aims / objectives
• Compromise
• Incentivise Service Providers – with Customer and with each other
• People drive success not contracts
Summary
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