siam your answer to multisourcing? -...
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SIAMYouranswertomultisourcing?
itSMFDKconference– 25thofOctober2017
LiseDallEriksen,BlueHatP/S
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About BlueHatBlueHatP/SisaScandinavianbasedconsultingcompanyprovidingsubjectmatterexpertassistancewithinthedomainsofITservicemanagement,LeanITandITgovernance.
AllofBlueHat’sconsultantshaveextensivepracticalexperiencefromleadingpositionsintheprivateorpublicsectorandathoroughknowledgeofinternationalbestpracticesandstandards.
BlueHatisheavilyinvolvedinresearchanddevelopmentoftheITIL,LeanITandCOBITframeworks.
Seemoreonwww.bluehat.dk
LiseDall EriksenITSMExpert
[email protected]+4530520566
BlueHat P/SBorupvang 3DK-2750 BallerupCVR: 37555908
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SIAM– anewconcept?
Customer
Supplier
Sub-supplier
Sub-supplier
Sub-supplier
Customer
Serviceprovider
Supplier Supplier Supplier
Serviceprovider
Serviceprovider
Supplier Supplier
Singlesupplier setup Multipleserviceproviders
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Serviceproviderrelationships
Userdepartments
Internal IT/Internal services
Externalservice
Externalservice
Externalservice
Customer
Serviceprovider
Serviceprovider
Serviceprovider
Shadow
IT
Shadow
IT
Multiplerelationships Consistent relationships
Serviceintegrator
Strategy
Integration
Delivery
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Multisourcing– thenewblack!Whymultisource?• Speedofresponse• Competition• Widerservicesportfolio• Decreasedtimetomarket• Easeofobtainingadditionalresources
• Utilisebest-of-breed• Avoidlock-in
Multisourcingchallenges:• Fragmentedservicedelivery• Scopingandmanagingend-to-
endservices• Lackofresponsibility• Inconsistent,incoherentand
complexprocesses• Unmanageable contract
management
Leadingto:• A“hotpotato”culture• Finger-pointingbehavior• Ineffectivecontrol• Highercoststhanexpected• Pooroverallperformance• LackofflexibilityandinnovationSIAMcouldbetheanswer!
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WhatisSIAM?
ToensurethatthecustomerorganizationgetsmaximumvaluefromitsserviceprovidersSIAMprovides“MAGIC”:
Management
Assurance
Governance
IntegrationCoordination
Amanagementmethodologythatcanbeappliedinanenvironmentthatincludesservicessourcedfromanumberofserviceproviders
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8stepstoestablishSIAMprinciples
AppointService
Integrator
Appointandcategorizeservice
provider(s)
Establishserviceoverview
Establishcorecross-functionalprocesses
EstablishunifiedRACI
Establishgovernance
Establishservice
monitoringand
reporting
Establishagreements
Culture – OrganizationalChangeManagement
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Step1:AppointServiceIntegratorBasedonyourimperatives,needandcapabilities
1. Externallysourced
2. Internallysourced
3. Hybrid
4. Leadsupplier
BasedonSIAMFoundationBoK
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Step2:AppointandcategorizeServiceProvider(s)Basedonyourserviceoverviewyoushouldconsider• WhichserviceprovidersshouldbepartoftheSIAMmodel?• Howtightdoyouwanttomanage,assure,govern,integrateandcoordinatewithyouservice
providers?
Tiering/categorizingyourserviceprovidersmightbeveryhelpful:
Thecharacteristicsofthethreelayerscouldbe:Tier1– StrategicServiceProviders:ServiceProvidersarefullyintegratedin SIAM,highlyservicemanagementmatured,managedandreportedend-to-end.Tier2– TacticalServiceProviders:ServiceprovidersarepartlyintegratedinSIAM,servicemanagementmatured,andpartlymanagedandreported.Tier3– CommodityServiceProviders:ServiceProvidersarenotintegrated,havelowservicemanagementmaturityandend-to-endserviceisnotprovided.
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Tiering Model– prerequisitesBasedontheirtieringmodeldefinetheappropriateprerequisitesforthedifferenttiers:
Area Tier 1 Tier 2 Tier 3
Tool integration Fully integrated in SIAM ITSM tool
Partly integrated in SIAM ITSM tool
Not integrated in SIAM ITSM tool
Process-activities Process-activities are fulfilled due to own ITSM processes, procedures and instructions -based on input/output specified from SIAM Provider
Process-activities are fulfilled due to own ITSM processes guided by SIAM Provider -based on input/output specified and process guidelines from SIAM Provider
Process-activities are fulfilled guided by SIAM Provider. The fulfilment is based on process guidelines from SIAM Provider
SIAM Governance Participate in relevant governance forums
Participate – per request – in relevant governance forums
Are not expected to participate in governance forums
SLA/OLA SLA with CustomerOLA (Tier1) with SIAM provider
No SLA with CustomerOLA (Tier2) with SIAM provider
No SLA with CustomerNo OLA with SIAM provider
Compliance Comply with policies, templates, instructions etc.
Comply with policies, templates, instructions etc.
No prerequisites
Management and Coordination
Managed and coordinated End-2-End services (following up)
Partly managed and coordinated single activities based on statuses only (following up)
Following up and assistance on service delivery
Shared KPIs Could be prepared for shared KPIs
No shared KPIs No shared KPIs
Reporting End-2-End reporting on services and current status provided in Scorecards
Reporting on statuses only. Reporting on statuses only
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Step3:Establish serviceoverviewBased onOBASHI
Ownership
Business process
Application
System
Hardware
Infrastructure
Finance Department Mobile sales
Orderprocessing
Invoiceprocessing
Creditcheck
Transactionprocessing e-Commerce
iBankORACLE FinancialsRDBMSORACLE
Solaris iOS
ServerIBM
Blade 5 Cloud platform
iPhone
Net Switch 2500 Cisco – Router Corp Fin-17b SwitchCAT1
SwitchCAT1 - BU
Router Backbone 56 Router –EU feed Master
PC2 PC4
PC1 PC3 PC5
Windows XP
Business
Internal IT
Supplier 1
Supplier 2
Supplier 3
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Step4:EstablishcoreprocessesCore(ServiceIntegrator)processareas:
• Incidentmanagement• Majorincidentandproblemmanagement• Integratedchangemanagement• Releasescheduling• Servicecontinuity• Capacitymanagement• Servicereporting
Tips&trickswhendesigningcross-functionalprocesses:
• Focusontheprocessoutcome• Focusontheprocessinterfaces
(input/output)• Donotaimforsharedprocesses– instead
defineandspecifyinteractionpointsandprocessexchangesthoroughly
• Establishclearrolesandresponsibilities• Ensureunderpinning tool• Aimforconsistency,butexpectvariation
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Step5:EstablishunifiedRACIRACIdescriptionsshouldbeestablishedacrosstheSIAMecosystemtobeabsoluteclearonrolesandresponsibilities
RACI- IncidentManagement
Activity Customer ServiceIntegrator
ServiceProvider
DefineandmanagetheSIAM IncidentManagementprocess I A/R I
Provide andmaintaintheITSMtool I A/R I
Identification andlogging A R/C/I
InvestigationandDiagnosis I A/R/C/I R/C/I
Resolution I A/R/C/I R/C/I
Closure I A/R C/I
CoordinateIncident resolutionacross ServiceProviders I A/R C/I
Monitor overallIncidentstatusduringitslifecycle I A/R C/I
Service Reporting C/I A/R C/I
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Step6:EstablishgovernanceCOBIT5®businessframeworkforthegovernanceandmanagementofenterpriseITmappedintoSIAM:
BasedonSIAMFoundationBoK
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Step6:EstablishgovernancesetupGovernanceondifferentlevels
Process forum- Incident
Process forum- Problem
IntegratedCAB(iCAB)
WorkingGroups(adhoc)
ServiceManagement
Board
ExecutiveCommittee
CommercialBoard
Operational
Tactical
Strategic
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Step7:EstablishservicemonitoringandreportingAnend-to-endviewisaggregatedbytheserviceintegratorusingdatafromallserviceproviders
Tips&trickswhenestablishingcross-functionalmeasurementandreporting:
• Focusontheoutcome– shouldprovidevalue• Identifynecessaryandvaluable
measurementsandhowtocollect• Startwhereitispossible– buildupyour
measurementframeworkalongtheway• Makeitvisibleandeasytounderstand
(scorecardsetc.)
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Step8:EstablishagreementsAgreementsmustbeestablishedinordertoagreeonthedifferentrolesandtasksinthesetup
Tips&trickswhenestablishingagreements:
• Creatinga“codeofconduct”or“rulesoftheclub”agreement,withinputfromallpartiesintheSIAMecosystem.Thesegovernbehaviorsonaday-to-daybasis
• Signingcollaborationagreementsthatarepartofeachcontractoragreedbetweenpartiesafterthecontactissigned,toaddmoredetailabouthowtheywillworktogether
• Fixfirst– arguelaterprinciple
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PleaserememberThereisnosingle”perfect”SIAMmodel.
EachorganizationhastodevelopitsownSIAMmodeloradaptownSIAMprinciples.
KeepitsimpleKeepitflexible
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Multisourcing– typicalquestions• HowcanIgetmultiplesupplierstocooperatewitheachother?
• Whatistheoptimalbreakdowninmultisourcingservices?
• HowdoIgovernandmanagemultisourcedservicesinaunifiedway?
• Whatskillsandresourcesareneededtothriveinamultisourcingscenario?
• ShouldIhireanexternalintegratortohelpmewithserviceintegration?
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Step2:Establish overviewBased onITIL
It-service
BusinessProcess
BusinessProcess
UtilityName, description, purpose,Impact, contacts
WarrantyService levels, targets, service hours,assurance, responsibilitiesAssets/resourcesSystems, assets, components
Assets/capabilitiesProcesses, supporting targets
Assets/capabilitiesResources, people, skills,suppliers
Service
Supporting Services
Functions Roles
BusinessProcess
Business caseService Design-Package
Business Service
Suppliers
Infrastructure Data Application / Integration
OLAsContracts IT processes
SLA / SLRs
Business SIAM Supplier
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Tiering Model– maturityassessmentServiceProvidersareplacedintothetieringmodelbasedontheirServiceManagementmaturitybasedonthefollowingcharacteristicsofthematurity
Area Tier 1 Tier 2 Tier 3
Service Management maturity –TIPA® maturity level, ISO/IEC 15504
Minimum level 3 –EstablishedA defined process is used based on a standard process
Minimum level 1 –PerformedThe process is implemented and achieve its process purpose
No requirements
Process control Process Owners are present with dedicated roles and responsibilities
Process Owners are not present. Service Integrator Process Owner role could take the role on behalf of the Service Provider
No requirements
Service Landscape Able to document own service landscape (element view) –
Able to document own service landscape (element view) assisted by SIAM Provider
Not able to document own service landscape (element view) – if necessary the SIAM Provider will document (payable service)
Service Control Service Owners are present with dedicated roles and responsibilities
Service Owners are not present. The SIAM defined Service Owner role is at the disposal for the Service Provider
No requirements
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Recommendations• Serviceintegrationandmanagementishard– bereadyforsignificanteffort• Establishasimpleandconsistentgovernancemodelwithclearrolesandresponsibilities• Maintainawelldefinedarchitecture• Retaininternalarchitectureskills• EnsurethatcontractsandservicelevelswitheachprovidersupporttheroleofSIAMand
cooperativeworkingpracticesacrossproviders• Haveplansforrenegotiation/tenderofallagreements• Establishandimproveconsistentcross-supplierprocessesandcontrols• Retainownershipofconfigurationdata• Assessserviceprovidersatfixedintervals
• Keepitsimple• Keepitflexible