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July 2014
Tested, Ready and Able?
Presented by: Richard Oliver
• Overview of SIAM Models
• Is SIAM solution operationally ready
• What do you monitor during early life
• What to look for 6/9 months in to verify SIAM
effectiveness
Agenda
Introduction
• Service Integration & Management is the co-ordination of people,
processes, and tools/technology across multiple Service Providers,
be they internal or external, to manage the delivery of end-to-end
service to the customer.
• So it’s just IT Service Management for multi vendors?
Not quite….
• SIAM encompasses IT Service Management activities, as well as:
- Business relationship management
- Project delivery
- Vendor / commercial management
- IT governance
- Financial management
What is SIAM?
4 SIAM Models
Journey to effective SIAM operations
Business
Case
Build &
Transform
to SIAM
Operate
and
Monitor
Review
and
Improve
July 2014
Is our SIAM Model Operationally
ready
What to check
• Process
• People
• Technology
• Partners / Suppliers
What to check (High Level)
• Does your SIAM Model have the correct components:
• Process Model
• People (roles, responsibilities and training)
• Technology Integrations
• The ability to measure and report on the service components
• Governance in place to oversee operations
• Relevant Knowledge is available
Techniques for Checking
• Table top walk through’s
• Full UAT test scenarios (end to end)
• Integration Testing
• Audits
• Spot checks
July 2014
How do you monitor SIAM during early life
Considerations
• Validate what was expected from SIAM
• What were the test results
• What does reporting show
• What defects were recorded and agreed at go
live
• What impact has change had since go live
July 2014What to look for 6/9 months on to verify SIAM
effectiveness
Example Transformation Roadmap
• Operational effectiveness can be measured in a number
of ways including:
• Performance Trend Analysis
• Audits
• Customer Satisfaction
Measures of Operational Effectiveness
SIAM Triggers
• Transformation effectiveness can be measured in a
number of ways including:
• Benefit Realisation
• Return On Investment
• Customer Satisfaction
Measures of Transformation Effectiveness
In Summary
• Know what you can improve
• Focus on what the business wanted/didn’t want
• Where are the key business benefits today
• Focus on the facts
• Recognise what was tested successfully
• Is it still operating effectively
• Is it working at the expected volume – think time bomb
• Was anything outstanding – this could be quick wins or key for the business to
be completed
• Look for what needs fixing now (quick wins, key business benefit)
• Fix process, training, technology
• What is outstanding that will improve the business
• Chase the defects – action the defect plan
• Change focus
• Scope is people, process and technology to further enable the SIAM Model
• Has change supported maintaining focus on delivering the benefits
• Are changes been implemented successfully
Questions

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Richard Oliver: Tested, Ready, and Able

  • 1. July 2014 Tested, Ready and Able? Presented by: Richard Oliver
  • 2. • Overview of SIAM Models • Is SIAM solution operationally ready • What do you monitor during early life • What to look for 6/9 months in to verify SIAM effectiveness Agenda
  • 3. Introduction • Service Integration & Management is the co-ordination of people, processes, and tools/technology across multiple Service Providers, be they internal or external, to manage the delivery of end-to-end service to the customer. • So it’s just IT Service Management for multi vendors? Not quite…. • SIAM encompasses IT Service Management activities, as well as: - Business relationship management - Project delivery - Vendor / commercial management - IT governance - Financial management What is SIAM?
  • 5. Journey to effective SIAM operations Business Case Build & Transform to SIAM Operate and Monitor Review and Improve
  • 6. July 2014 Is our SIAM Model Operationally ready
  • 7. What to check • Process • People • Technology • Partners / Suppliers
  • 8. What to check (High Level) • Does your SIAM Model have the correct components: • Process Model • People (roles, responsibilities and training) • Technology Integrations • The ability to measure and report on the service components • Governance in place to oversee operations • Relevant Knowledge is available
  • 9. Techniques for Checking • Table top walk through’s • Full UAT test scenarios (end to end) • Integration Testing • Audits • Spot checks
  • 10. July 2014 How do you monitor SIAM during early life
  • 11. Considerations • Validate what was expected from SIAM • What were the test results • What does reporting show • What defects were recorded and agreed at go live • What impact has change had since go live
  • 12. July 2014What to look for 6/9 months on to verify SIAM effectiveness
  • 14. • Operational effectiveness can be measured in a number of ways including: • Performance Trend Analysis • Audits • Customer Satisfaction Measures of Operational Effectiveness
  • 15. SIAM Triggers • Transformation effectiveness can be measured in a number of ways including: • Benefit Realisation • Return On Investment • Customer Satisfaction Measures of Transformation Effectiveness
  • 16. In Summary • Know what you can improve • Focus on what the business wanted/didn’t want • Where are the key business benefits today • Focus on the facts • Recognise what was tested successfully • Is it still operating effectively • Is it working at the expected volume – think time bomb • Was anything outstanding – this could be quick wins or key for the business to be completed • Look for what needs fixing now (quick wins, key business benefit) • Fix process, training, technology • What is outstanding that will improve the business • Chase the defects – action the defect plan • Change focus • Scope is people, process and technology to further enable the SIAM Model • Has change supported maintaining focus on delivering the benefits • Are changes been implemented successfully