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Service Integration and Management

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Presentation on theme: "Service Integration and Management"— Presentation transcript:

1 Service Integration and Management
SIAM Study - Comparing the Introduction of New IT Services via Simple and Complex SIAM Models Author: Ken Blunt 02/10/2018 Palmares Consulting

2 SIAM Model Study: Introduction of a New Service
A Study to Compare the Introduction of typical New IT Services within a Single Tower and Multi-Tower SIAM Model using a mature set of ‘Plan-Build-Run’ project tasks Service Integration and Management (SIAM) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organisation. Author: Ken Blunt 02/10/2018 Palmares Consulting

3 SIAM Model Study: Introduction of a New Service
Executive Summary This document will describe the number of descrete project tasks required for each New Service Introduction Use Case via a Single and Multi-Tower SIAM Model. For the purposes of this study, a IT New Service can include a Cloud/On-premise Application, or a VM Server configuration used by Solution Architects to host an application. This study compares New Service Introduction project tasks via two SIAM models: Single Tower: where all IT run service management is outsourced to a single provider Multi- Towers: where specific IT run services are outsourced to multiple providers (i.e. Hosting – Networks – ESS – MSS - Desktop etc) For each SIAM Model, the Client retains Portfolio Management, Project Management and Governance and oversight of Operational Run performance and quality The following slides will describe Use Case Project tasks performed by Project Managers, Business Analysts and Change Coordinators for each Service Introduction Project Phase. Slides 6 through 7 describe the list of project tasks within each project phase which can be selected according to the New Service Introduction Use Case. New Service Introduction Use Cases included in the study include: SaaS - No Personal Data stored in the cloud SaaS - With Personal Data stored in the cloud ERP Add-On Application hosted on-premise ERP Module Upgrade – On Premise – Global Template ERP Module Upgrade – New Cloud Hosting – Global Template Author: Ken Blunt 02/10/2018 Palmares Consulting

4 SIAM Model Study: Introduction of a New Service
The conclusions of this study for the introduction of New IT Services via Simple and Complex SIAM Models are: Single Tower model is more efficient than a Muti-Tower Model Due to security issues, more Design project tasks are required for New hosted cloud services than On-premise hosted services Author: Ken Blunt 02/10/2018 Palmares Consulting

5 SIAM Model Study: Introduction of a New Service (All Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close Gates / Check Points High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Project Management Lifecycle Ecosystem Involvement Portfolio Management Project Tasks / Steps Palmares Consulting

6 SIAM Model Study: Introduction of a New Service (Phase Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Request and Assign Project IS Resources (BAs) Request and Assign Project Business Resources (SMEs) Businesss Statement of Requirement (Business Scope) Engage Change Competence Centres (CoC: IM, ERP, HR etc) to confirm requested solution is not on the APL Request Project Architecture Support (Tech Office) Early Engagement request for Enterprise Architecture Review (EAR) Project Charter (Mandate) Project Brief Workpackage Breakdown Structure OCM Charter (Organization Change Management) Project Risk Register Project and Stakeholder RACI Palmares Consulting

7 SIAM Model Study: Introduction of a New Service (Phase Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Business Functional and Non Functional Requirements (Business Requirements Catalogue (BRC)) incld WRICEF IS High Level Technical Design (HLD) Update BRC with IS HLD Eco Sytem Service Introduction: Prepare Service Impact Assessment Checklist Eco Sytem Service Introduction: Request and Receive Tower Service Impact Assessment Feedback Eco Sytem Service Introduction: Request and receiveTower Support Contract IaaS - PaaS Migration: High Level Source Structure and Asset Assessment Scheme Cost Estimates: Eco-System - Request and Receive ROM (Rough Order of Magnitude) Costs - Providers: 1-6 Scheme Cost Estimates: External Suppliers - Prepare and Send PQQs Scheme Cost Estimates: External Suppliers - Prepare and Send Data Protect questionaire Scheme Cost Estimates: External Suppliers - Prepare and Send IT Security questionaires Scheme Cost Estimates: External Suppliers - Review and score Data Protection questionaire with Data Protection Officer Scheme Cost Estimates: External Suppliers - Review and score IT Security questionaire with IT Security Scheme Cost Estimates: External Suppliers - Receive All PQQ Responses Scheme Cost Estimates: External Suppliers - Review PQQs and Select Supplier Short List Scheme Cost Estimates: External Suppliers - Prepare and send Supplier Short List RFXs Scheme Cost Estimates: External Suppliers - Receive All RFX Responses Scheme Cost Estimates - Compile Project Costs (including Tower ROMs and External RFXs) Scheme: Prepare Business and Benefits Case Scheme: Prepare Capital Board checklist Scheme: Prepare CAPEX Request Scheme: Sponsor Business Case Approval Scheme: CAPEX Approval (Sign-offs - Procurement; DR; E-IAD; Bus) Scheme: Capital Board 1 (Request Commercial Approval) Scheme: Capital Board 2 (Request Scheme Approval) Scheme: Receive Funding Approval To Proceed (CAPEX /Capital Boadr) Scheme: Raise Scheme (on ERP) Palmares Consulting

8 SIAM Model Study: Introduction of a New Service (Phase Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Scheme Commercial - External Supplier: Prepare and Send NDA Templates Scheme Commercial - External Supplier: Receive and Accept NDA 1 Scheme Commercial - External Supplier: Prepare and send TCs Template to all suppliers Scheme Commercial - External Supplier: Receive and Accept TCs 1 Scheme Commercial - External Supplier: Prepare and Send Technical Readiness Assessment Templates Scheme Commercial - External Supplier: Receive and Accept Technical Readiness Assessment 1 Scheme Commercial - External Supplier: Prepare and Send SOW Templates Scheme Commercial - External Supplier: Receive and Accept SOW 1 Scheme Commercial - External Supplier: Raise PO 1 Scheme Commercial - Eco Sytem: Prepare and Send CR RFQ Templates Scheme Commercial - Eco Sytem: Receive and Accept CR RFQ 1 Scheme Commercial - Eco Sytem: Receive and Accept CR SOWs (Statement Of Work) 1 Scheme Commercial - Eco Sytem: Business Approval of All CR Costs and SOWs Scheme Commercial - Eco Sytem: Raise CR PO1 Change Eco Sytem: IT Impact Assessment Change Eco Sytem: Functional Specification For Costs Change Eco Sytem: Get Change Cost Change Eco Sytem: Approve Change Costs (Ballot) Change Eco Sytem: Raise ITSM Service Request Change Eco Sytem: Receive Work Order Number Change Eco Sytem: Raise Technical Change Request (TCR) OCM Stakeholder Plan OCM Risk Analysis and Impact Assessment OCM Communciations Strategy Plan OCM Training Strategy Plan OCM Define Success metrics ERP Blueprint (including HLD and OCM deliverables) ERP: Technical Change Board 1 (TCB1) ERP: Functional Design Specification (FDSs) Final SaaS Configuration and Migration Plan IaaS - PaaS Migration: Detailed Source Structure and Asset Assessment IaaS - PaaS Migration: Detailed Target Structure Design IaaS - PaaS Migration: Prepare Migration Plan Prepare Formal Data Protection Questionaire and send to Provider Receive and agree Formal Data Protection Questionaire content Formal Data Proction Questionaire - Get Data Protection Officer Sign-off Prepare SAD (Solution Architecture Documents) / E-IAD Template and send to Provider Receive and agree SAD / E-IAD document content Enterprise Architecture Review (EAR): Security Board 1 Scheme Commercial - External Supplier: Pen Test RFQ and Scoping Document Scheme Commercial - External Supplier: Raise Pen Test PO Enterprise Architecture Review (EAR): Pen Test (Test and Report) Enterprise Architecture Review (EAR): Pen Test Mitigation Plan (App Provider) Enterprise Architecture Review (EAR): Security Board 2 OCM Role mapping OCM Define Roles & Responsibilities OCM Organization Design OCM Performance Management Approach OCM Authorization Roles ERP: Design Decision (DD) ERP Technical Change Board 2 (TCB2) ERP: Requirement Specification (RS) Data Migration Life Cycle Management: Analysis Data Migration Life Cycle Management: Cleanse ERP Business Scenarios Configuration ERP Technical Change Board 3 (TCB3) CTO Review of Change Firewall: Zonal Document Update (Rules) Project Plan Review (PPR): Prepare Checklist Artefacts Project Plan Review (PPR) Design Review (DR): Prepare Checklist Artefacts ERP Design Review (DR) Design Review (DR) Palmares Consulting

9 SIAM Model Study: Introduction of a New Service (Phase Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Change Eco Sytem: Build SOW1 Change Eco Sytem: Build CR1 Change Eco Sytem MyIT: Scope Requirements1 Change Eco Sytem MyIT: Raise Ticket1 Change Eco Sytem: MyIT Build1 Desktop Build Eco Sytem: ITSM Service Request Desktop Build Eco Sytem: Received Work Order Number Desktop Build Eco Sytem: Test Application Compatibilty Desktop Build Eco Sytem: APL Approval and SOU Desktop Build Eco Sytem: Tier Approval Desktop Build Eco Sytem: Groups Deployed1 SaaS UAT Build: Access Configuration SaaS UAT Build: Customer Configuration - Build Trusted Site Host Build Eco Sytem: Proof Of Concept (POC) infrastructure - Raise Request Host Build Eco Sytem: VM Server(s) Reserve Host Build Eco Sytem: VM Server Capacity Approved Host Build Eco Sytem: Database Farm Host Build Eco Sytem: Database Farm - Capacity Approved Host Build Eco Sytem: Procure ERP Licences Host Dev Build Eco Sytem: Configuration (Roles etc) Host Dev Build Eco Sytem: Infrastructure / DB / Networks (1-4) Host Dev Build Eco Sytem: Application / Change / Config Host Dev Build Eco Sytem: Unit Test Design Specification (DS) - (ERP CoC Approval required before move to UAT) Host UAT Build Eco Sytem: Configuration Host UAT Build Eco Sytem: Infrastructure / DB / Networks1 Host UAT Build Eco Sytem: Application / Change / Config Technical Review (TR): Prepare Checklist Artefacts Technical Review Gate (TR) Data Migration: First Pass (Eco Sytem / Supplier) OCM Prepare Training Material OCM Training: Train the Trainer Test: Develop Test Scripts (Eco Sytem / Supplier) SaaS - IaaS - PaaS Migration: M&A Day One Plan IaaS - PaaS Migration: Install and Configure AD, 365 and Sharepoint migration Tool(s) IaaS - PaaS Migration: Migrate AD Accounts to Test Forrest Domain IaaS - PaaS Migration: Migrate AD Resources to Test Forrest Domain Palmares Consulting

10 SIAM Model Study: Introduction of a New Service (Phase Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Data Migtation: Parallel Run 1 Test: Localization and UAT - Kick-Off Test: Localization and UAT - Test Execution Schedule Test: Localization and UAT - Execution of All UAT Scripts Test: Localization and UAT - Open Items from Regression Tests Test: Authorization and Roles Data Migration: Second Pass Data Migration: Parallel Run 2 SaaS Prod Build: Access Configuration SaaS Prod Build: Customer Configuration IaaS - PaaS Migration: Migrate AD Accounts to Target Forrest Domain IaaS - PaaS Migration: Migrate AD Resources to Target Forrest Domain SaaS 365 Migration: Move Mailboxes SaaS 365 Migration: Move Skype for Business SaaS 365 Migration: Move public folders SaaS 365 Migration: Migrate content of other Office 365 workloads(i/e Sharepoint) Host Prod Build: Configuration Host Prod Build: Infrastructure / DB / Network1 Host Prod Build: Application / Change / Config Cutover: Data Migration to Production Cutover: Data Test and Reconciliation ERP: Technical Change Board 3 (TCB3) Cutover: Production App / Change Available OCM Knowledge Transfer - Prepare documents OCM Knowledge Transfer - Sessions OCM Performance Management Strategy Map OCM Business Balanced Scorecard OCM Benchmarking OCM Orchestration Agenda OCM Training: User Training TR / OR - OR: Prepare Checklist Artefacts (Production Information Release Pack (PRIR)) Enterprise Archecture Review (EAR): Security Board 3 Operational Review (OR Gate) Combined Technical Readiness & Operational Readines Gate (TR/OR) Checklist UAT: Prepare Checklist Artefacts CheckPoint UAT - Performance and Load Testing Approval IaaS - PaaS Migration: Complete AD Migration Checklist Early Life Support: Prepare Checklist Artefacts CheckPoint Early Life Support Application: Raise Statement of Use (SOU) Application: Raise request to add to Application Product List (APL) Application: APL (Approved Product List) Approval and SOU (Statement fo Use) Palmares Consulting

11 SIAM Model Study: Introduction of a New Service (Phase Project Tasks)
Plan Build Run Relationship Management Initiate Define Design Build Implement Close High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Close: System Go-Live Decommission: Requirement Specification Decommission: Request Costs Decommission: Approve Costs Decommission: ITSM Service Request Decommission: Build Archive Decommission: Test Archive Decommission: Shut Down Charge: Receive Invoice (SOW, TCR, Pen Test, or MyIT Charge) 1-20 Close: PIR PCD: Lessons Learnt PCD: Lessons Learnt - Deliver Report PCD: Prepare Checklist Artefacts PCD Palmares Consulting

12 SIAM Model Study: Introduction of a New Service – Use Case
New Service: SaaS - No Personal Data stored in the cloud Plan Build Run Relationship Management Initiate Define Design Build Implement Close Gates / Check Points High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Project Management Lifecycle Ecosystem Involvement Portfolio Management Project Tasks / Steps Palmares Consulting

13 SIAM Model Study: Introduction of a New Service – Use Case
New Service: SaaS - With Personal Data stored in the cloud Plan Build Run Relationship Management Initiate Define Design Build Implement Close Gates / Check Points High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Project Management Lifecycle Ecosystem Involvement Portfolio Management Project Tasks / Steps Palmares Consulting

14 SIAM Model Study: Introduction of a New Service – Use Case
New Service: ERP Add-On Application hosted on-premise Plan Build Run Relationship Management Initiate Define Design Build Implement Close Gates / Check Points High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Project Management Lifecycle Ecosystem Involvement Portfolio Management Project Tasks / Steps Palmares Consulting

15 SIAM Model Study: Introduction of a New Service – Use Case
New Service: ERP Module Upgrade – On Premise – Global Template Plan Build Run Relationship Management Initiate Define Design Build Implement Close Gates / Check Points High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Project Management Lifecycle Ecosystem Involvement Portfolio Management Project Tasks / Steps Palmares Consulting

16 SIAM Model Study: Introduction of a New Service – Use Case
New Service: ERP Module Upgrade – New Cloud Hosting – Global Template Plan Build Run Relationship Management Initiate Define Design Build Implement Close Gates / Check Points High Level design Complete Scheme Approved Conceptional design Complete Full design Complete Build and System Test Complete UAT & Early Life Support Decommission & Close Product Management Project Management Lifecycle Ecosystem Involvement Portfolio Management Project Tasks / Steps Palmares Consulting

17 SIAM Model Study: Introduction of a New Service – Use Cases
New Services: Single Tower Project Tasks / Steps Palmares Consulting


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