AXELOS.com PUBLIC Kevin Holland Service Management An example ITIL-based model for effective Service Integration and Management

PUBLIC Agenda 1.What is SIAM 2.Example SIAM model 3.SIAM model components 4.Example ITIL adaptations 5.Q and A

PUBLIC 1. What is SIAM?

PUBLIC Definition Service integration / Service Integration & Management / SIAM Practices, model, and approach to manage, govern, & co-ordinate delivery of services from multiple service providers

PUBLIC Key features of SIAM Builds on, elaborates, and complements ITIL Simplifies complexities of managing multi-sourcing Provides to the business single point of visibility and control end-to-end accountability for services consistent governance, management, & co-ordination SIAM is a set of capabilities processes, functions, activities, and principles

PUBLIC High level conceptual model

2. Example SIAM model

PUBLIC Model characteristics Logical grouping of capabilities Conceptual, not organisational, model Component model supports: Understanding Consistency Design Informed sourcing decisions Other models are available and viable

PUBLIC Example SIAM component model

PUBLIC When to use the model Design of SIAM Definition of roles and responsibilities of the business, SIAM, and service providers Sourcing choices Procurements SIAM service descriptions Understand, Design, Review, Iterate

PUBLIC 3. Components of example SIAM model

PUBLIC ‘Core’ SIAM SIAM design Service catalogue & portfolio management Toolset integration Multi-supplier co-ordination Business & service continuity (integrated)

PUBLIC Other key components Business / customer relationship management Financial management Knowledge management Service transition planning & support Service validation and testing Supplier & service assurance IT information security

PUBLIC ‘Operational’ components Service desk Can be centralised or devolved, dependent on service landscape Operational service management DO NOT flow up from external providers to the SIAM Operations bridge

PUBLIC 4. Some examples of ITIL adaptation

PUBLIC Process owners SIAM process owner accountable for effective process design and execution across all service providers Peer to peer relationship by ITIL discipline Best practice KPIs Capability / maturity Process improvements Reviews

PUBLIC Service owners Effective Network of Service owners is critical to SIAM Ownership/ Relationships with business, service providers, process owners

PUBLIC Configuration management SIAM CMDB should only hold information it needs Challenge the need to have a single CMDB of all assets across all services SIAM CMDB typically holds info on Business services Services provided by service providers Service providers Service and provider dependencies

PUBLIC Integrated Change Advisory Board (ICAB) Highest level of Change approval For high risk, and high impact changes For changes with potential to affect multiple providers Service providers submit RFCs, SIAM facilitates Underpinning Policy to determine approval level

PUBLIC Release & Maintenance Planning (R&MP) Single forward view of all planned service affecting releases/maintenance Service providers provide forward view SIAM collates and communicates Service providers identify potential clashes

PUBLIC Service Bridge Single point of visibility for all high severity incidents Major incident management across multiple providers Monitor all services and end user experience Providers alert Service Bridge for all high severity incidents

PUBLIC Capacity management SIAM manages business capacity Service providers manage component capacity SIAM and service providers jointly manage service capacity SIAM maintains the model that maps forecast demand to forecast provider service capacity

PUBLIC 6. Q and A SIAM and ITIL Whitepaper to-service-integration-management Example model for effective SIAM Whitepaper Uk.linkedin.com/in/itilexpert/