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.

1. Tales from the
frontline
A supplier and customer journey of multi-sourcing and
SIAM.
the story so far…
Proudly supporting:

2. • Introductions
• Where we were
• Where we want to be
• Where we are now
• Next Steps
Overview
Proudly supporting:

3. Introductions
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Jon Morley
Service Delivery Manager
Vice chair itSMF UK Service Transition SIG
Twitter: @JonMorleyITSM
Linkedin: https://www.linkedin.com/in/jonmorleyitsm
Youtube: https://www.youtube.com/jonmorleyitsm
Web: www.littlefish.co.uk

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The Littlefish Story
Founded 2003
Acquired by Current Management 2010
24 x 7 x 365 Managed Services
Reliable, Agile, Innovative

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Littlefish Portfolio
Managed IT Services
• Service Desk
• User Support (Windows/Mac/Mobile)
• Infrastructure Support, Monitoring, and
Management (servers, storage, and networks)
• Service Management
• IT Process Automation
Project Consultancy
• Flexible Resourcing (On-site services)
• Project Design and Delivery
• Virtual IT Director
Cloud Services
• MS Office365
• MS Azure
• Hosted Endpoint Security (multi-vendor)
• Cloud Backup (multi-vendor)
Security & Business Continuity
• 2FA Services
• Business Continuity Planning
• Co-lo

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The Littlefish Difference
• Service - KPI driven but with heavy focus on First Contact Resolution & Customer Experience
• Innovation & Proactivity - ‘Live’ instant chat and ‘Labs’ remote desktop/server/network management
• Process -‘Pod’ system = tailored service solution
• Coverage - 24x7x365 ‘lights-on’ UK Service Desk
• Leverage - Extensible toolsets and services can be utilised directly by customers
• Flexible - Modular managed services and co-source solutions
• Evolve - Services become more all-encompassing as knowledge builds
• Service Management - Relationship led approach to Account Management
• Secure - ISO27001:2013 accredited organisation safeguarding your information assets
• Language - Multi-lingual Service Desk capability covering core European languages
• Self Service – Web access to the Self-Service Portal to register support requests and FAQ’s

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Richard Wright
Head of Service Management
e-mail: richard.wright@HistoricEngland.org.uk
Web: www.HistoricEngland.org.uk

9. Historic England
and English Heritage

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Historic England
• Understand the historic environment through research and study
• Identify and protect what is important
• Promote change through the planning system
• Give expert advice and support to those who care for the historic environment.
• Engage nationally to foster a sense of ownership of our national inheritance
• Support the work of the English Heritage Trust in promoting and managing
more than 400 historic properties and their collections
• Work effectively, efficiently and transparently

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MISSION / PURPOSE:
Why we exist and our
purpose in society...
To care for the
national collection
of historic places
and inspire people
to value, visit and
enjoy it.
VISION:
...which means the
future will look like this...
People will
experience the
story of England
where it really
happened.
ORGANISING THOUGHT:
The way we will deliver
it is...
We bring history to
life.
The English Heritage Trust

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An Historic England Shared Service
• The English Heritage Trust
• The DCMS
• 3000 staff
• London and Swindon
• Regional Offices
• 100+ historic sites
• 19 Holiday cottages
• 140 home workers
• 6 million visitors
• 1.5 million members

13. Both Organisations – Our Staff
RetailersHistorians
Teachers
Archivists
Aerial Photographers
Entomologists
Botanists
Archaeologists
Scientists
Planners
Editors
Caretakers/ Custodians
Economists
Surveyors
Engineers
Event organisers
Fundraisers
Lawyers
Architects Geophysicists
Painting Conservators
Dendrochronologists
Divers
Cartographers

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Where we
were

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Where we were
• Outsourced for 25 years
• A small management team
• Passionate about best practice
• Mature processes and controls
• Certified against ISO20000 for
nearly 12 years
• A range of suppliers
• Varied levels of service

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Change was needed
• Perception of IT had declined
• Better control required
• More flexibility
• Transparency of cost
• Less layers of management and cost
• Greater efficiencies
• Greater value for money
• Specialist suppliers

17. Where we want to be
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Multi-Sourcing
• Better governance
• In control of our destiny
• Multiple (best of breed) suppliers
• In-house delivery teams
• To own and manage the service
management software
• Able to replace parts of the service
• For our staff to really value our
services and our approach
• To deliver excellence

20. From prime supplier…
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…to multi supplier
Historic England
IT Supplier(s)

21. • Littlefish run the Service Desk and Monitor
and EUC service provision
• We have a dedicated team of:
• X4 Service Desk Analysts
• X9 Deskside Engineers
• Service Ambassador
• Service Administrator
• Tester – Endpoint & Application
• Backed up by a leveraged Service Desk
using the “Pod Concept”
• Also covering incident, problem, request
and event processes
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Service Desk & End User Computing

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Challenges
• More difficult to manage
• Danger of thinking about ‘towers’
• Time lag in communications
• A single source of information
• Joined up contracts
• Major network transformation

23. Combine text
with an
image to
provoke
thought?
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24. Where we are now
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New operating model
“Heatmap”
Tales from the frontline
In place
In progress
To be set-up

26. Working in Partnership
To deliver excellence
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27. Working in Partnership
We will work together (colleagues,
customers and suppliers) to
collaboratively look for solutions
and solve problems.
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28. Working in Partnership
We will be open and honest in our
communication, and use plain
English at all times.
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29. Working in Partnership
We will be proactive and
professional.
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30. Working in Partnership
We will respond to requests promptly.
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31. Working in Partnership
We will be positive – capitalising
on mistakes and issues as
opportunities to improve the way
we work.
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32. Working in Partnership
We will respect our colleagues,
customers and suppliers.
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33. Working in Partnership
We will make the most of our
combined knowledge and
expertise.
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34. Working in Partnership
We will demonstrate value for
money.
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35. Working in Partnership
We will strive to continually
improve our service.
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36. Working together
We can do amazing things
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37. Lessons Learnt

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Lessons Learnt
‘Beware the MVP’ –
Minimum Viable Product
Tales from the frontline
• Communication and Culture
• Organisational Change

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Lessons Learnt
Tales from the frontline

40. “DevOps-ing” your way to improvement – The First Way
• Project and Service were operating in
isolation
• Service Desk receiving information
inconsistently
• ITSM Tool development fragmented
• But, you have to start somewhere…
3 April 2017 Littlefish presentation title here 40

41. • Better communication and
collaboration between Project &
Service teams
• Quicker decision-making
• Collaborative testing
• The customer helping the supplier –
developing effective partnerships
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“DevOps-ing” your way to improvement – The Second Way

42. • Work smarter - not harder - through
Kanban, Wikis and Daily Stand Ups
• Leverage automation where possible
– including trust
• Culture Change takes time
• Shared learning from mistakes
• Try stuff – what have you got to lose?
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“DevOps-ing” your way to improvement – The Third Way

43. Next Steps
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44. Priorities – Short Term
• Develop our ITSM software
• Event Management
• ICT Service Portal
• Instant Chat
• Introduce better reporting
• Identify service improvements
• Celebrate - we’ve done a lot in only 9
months!
3 April 2017 Littlefish presentation title here 44

45. Priorities – Medium/Long Term
• Improve staff satisfaction
• Implement service improvements
• Fewer calls with more fixed first time
• Keep improving communications
• Ensure that all suppliers have a
joined-up approach
• Getting the benefits from the new
operating model
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• A common goal
• Business driven
• People focussed
• Positive culture
• Sharing problems and
successes
• Taking ownership
• One face, one set of services
• Excellent communication

47. Combine text
with an
image to
provoke
thought?
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48. Thank You!