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TRANSCRIPT
Simon Durbin ISG
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• Prepared for ITSMF 14
• Simon Durbin
Don’t Let SIAM Cloud Your Judgement
“There is no such thing as a new idea. It is impossible. We
simply take a lot of old ideas and put them into a sort of
mental kaleidoscope. We give them a turn and they make
new and curious combinations. We keep on turning and
making new combinations indefinitely; but they are the
same old pieces of coloured glass that have been in use
through all the ages.”
Mark Twain
A wise man once said…
The only constant is change… 1980s 1990s
Monolithic
2000s
Bipartisan
2010s
Pluralistic
2020s
Dynamic In-house
ITIL V1.0
ITIL V2.0
ITIL V3.0
ITIL 2011
CMM CMMi CoBIT
SIAM
Today’s big management challenge…
Managing business requirements (demand) and internal and external Service Providers (supply) in an integrated fashion is one of the greatest management challenges facing today’s executives.
Managing multiple Service Tower Providers
Client
Client Client
Client
Client
Integrated Demand – Supply Dynamics
Client
Client
Client
Client
Client
Business
Service Delivery /
Service Providers
Demand Supply
A prediction…
1980s 1990s
Monolithic
2000s
Bipartisan
2010s
Pluralistic
2020s
Dynamic In-house
ITIL V1.0
ITIL V2.0
ITIL V3.0
ITIL 2011
CMM CMMi CoBIT
SIAM
Service Integration is the imperative as sourcing continues to disaggregate and
enables the application of new technologies and service delivery models.
Structure and method… The key to success with SIAM is to tackle the complexity with structure and method.
End-to-end Service Management Processes in the right depth and breadth for operational control
Organization that meets functional and operational requirements
Supportive Contract language and incentives for collaboration
The Service Catalog creates the relationship between the service components and the business services.
Clear Roles & Responsibilities in the context of the overall
Operating Model
Skills or Competencies required to perform
Common Tooling for integrated processes and data transparency
Correlated Reporting and data management
Drivers Objectives Measures
SIAM Operating Model
Process underpinning… Old ‘friends’ and new acquaintances provide a solid underpinning of robust processes.
Service Delivery
Sup
ply D
eman
d
Business Services
Service Integration and Management (SIAM)
Business
Relationship
Management
Strategy
Provider
Management
Service Design
Service Transition
Service Operation
Sourcing Management
Information Management
Risk & Compliance
Management Project Management
Performance Management
Hello darkness my old friend… Outsourcing SIAM was briefly in vogue but we now see the Next Generation of SIAM
ISG predicts that SIAM will become a patchwork of retained and out-tasked capabilities to integrate the evolving types of services.
• Client retains overall accountability.
• Service Provider staff, services and tools are leveraged as appropriate.
• Specialized 3rd party staff, services and tools are incorporated.
• SIAM is broken down into the right modular components.
• Identify who is best to perform each component.
Conclusion ► The pace of technology change is increasing and relentless – but we have seen
similar situations before.
► Managing the complex dynamics of supply and demand for integrated services is one of today’s greatest IT management challenges.
► SIAM is in vogue, but in danger of tipping over into ‘buzz-word bingo’ territory.
► Remember the solid foundations – ITIL, COBiT, Common Sense!
► Extend what you already know (ITIL) to build a SIAM capability
► Apply structure and method to cover all the bases in a controlled & planned way
► Leverage SIAM to survive the Cloud & BYOD revolution
► KEEP CALM and ….
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