CSC Proprietary and Confidential

From SIAM with loveHarold Petersen

hpetersen4@csc.com

https://au.linkedin.com/in/haroldpetersen

+61 407919638

February 8th 2017

CSC Proprietary and Confidential 2February 10, 2017

Times have changed

Multiple Service Providers are the Norm

Ave

rage

# S

erv

ice P

rovid

ers

Source: Gartner 2014

1-2

3.7

10+

15-2

0+

2000 2005 2010 2015

Single/Prime

Selective Best of Breed

Disciplined Multisourcing

Adaptive & Integrated

Number of Service Providers

increasing due to:

Cloud, Mobile, Social

CSC Proprietary and Confidential 3February 10, 2017

Planning, Building, Running End-to-End Services

BUSINESS & CUSTOMER VIEW

INTEGRATED IT SERVICE VIEW

BUSINESS SERVICES

SUPPLIER SERVICE COMPONENT VIEW

MANAGED SUPPLIER VIEW

INTEGRATED BUSINESS SERVICE

CATALOGUE

MANAGED SERVICE

COMPONENTS

SUPPLIER A

SERVICE CONFIGURATION

VIEW

SUPPLIER SERVICE LEVELS

IT ASSETS CONFIGURATION

ITEMS

SUPPLIER B

CSC Proprietary and Confidential 4February 10, 2017

Challenges with MSI(Multi Supplier Integration)

Provider

1

Provider

3

Provider

2Client

Service

Integrat

or (SI)

CSC Proprietary and Confidential 7February 10, 2017

Agenda

• What is SIAM?

• Designing a SIAM target blueprint

• ‘Implementing’ SIAM

• What to do next?

CSC Proprietary and Confidential 8February 10, 2017

Agenda

• What is SIAM?

• Designing a SIAM target blueprint

• ‘Implementing’ SIAM

• What to do next?

CSC Proprietary and Confidential 9February 10, 2017

SIAM the orchestrator

Provider

1

Provider

3

Provider

2Client

Service

Integrat

or (SI)

CSC Proprietary and Confidential 10February 10, 2017

SIAM the orchestrator

Provider

1

Provider

3

Provider

2Client

Service

Integrat

or (SI)

CSC Proprietary and Confidential 11February 10, 2017

CSC Proprietary and Confidential 12February 10, 2017

Introducing SIAM

“Service Integration and Management (SIAM) lets an organisation manage and govern its

service providers in a consistent and efficient way”.

It ensures that individual provider contributions integrate in end-to-end services and solutions

and performance meets business needs.

CSC Proprietary and Confidential 14February 10, 2017

14

Oth

er (in

tern

al/e

xte

rna

l)

SD

EUC

Hosting

Comms

CIO and direct reports

(Business ICT Strategy, aligned with Business)

ICT Service Design & Architecture

(ICT Policies, ICT Design standards, EA, SOA)

Strategic Portfolio Management

(Interfacing in Demand & Financial Management)

BRMs

(Service Modelling,

BRM, Service Level

Management,

Governance & CSI,

Communications)

SIAM

(Service Integration,

Supplier SLM,

Supplier process KPI

control, Supplier

Communications, COE)

SIAM

(Operational Bundle controls, Escalations,

Project & Process Assurance, ownership of

some processes, contribution to others), Process

KPI reporting

PMO & SIAM

(Schedule & Control of Plan/Build/Transition)

New and Existing

ICT Service

Engagement

Business

Business Strategy

ICT Service

Demand

BAUDelivery and

Support

Service Level

Achievement

Reporting &

Management

Design,

Build,

Test,

Deploy.

Supplier

Strategy

Providers

ICT Management

and governance processesBusiness

Comms

Hosting

EUC

Apps

CSC Proprietary and Confidential 15February 10, 2017

SIAM Scope may vary per organisation; an example of the SIAM scope is:

15

Service Integration and ManagementSIAM-ICT-Business Strategy Alignment & CSI

Service Integration and Management Operating Model, Relationship Management and Information

provision, Reporting, CSI

Service Design Alignment and Provider IntegrationService Catalogue Management, End-to-end ICT Service Integration, Provider Design Coordination,

Provider Service Modelling, Provider SLM, Provider communications

Service Transition and P3MChange Evaluation & Management, Transition Planning, Scheduling, SACM, PPM COE, Provider PPM

Coordination

Service OperationsIncident Management, Request Fulfilment, Problem Management, Event & Access Management

Ensure Services meet Business requirements (Availability, Capacity, Continuity, Security, SLAs,

Risk to Business, Quality Management and Compliance, Transition schedules, escalated issues)

Service

Delivery

Manager

Comms

Services

Hosting End User

Computing

Applications

Management

Other

Service

Delivery

Manager

Service

Delivery

Manager

Service

Delivery

Manager

Service

Delivery

Manager

Business & Provider Governance

ICT Inputs

- ICT Strategy

- BRM

- ICT Service

Portfolio

- Release &

Project

schedule

- Testing

- Architecture

and design

standards and

direction

- Business SLAs

- Contracts

- CSI/KPI

targets

- Policies (e.g.

security)

- PMO(s) and

portfolios

- Budgets,

- BCM and Risk,

- Tools/Info.

Service DeskEnd-user SPOC for Incident Management, Request Fulfilment, Access Management

Participate in Problem Management, Event Management, Change Management, Knowledge

Management etc.

In or

Out?

CSC Proprietary and Confidential 16February 10, 2017

SIAM Scope may vary per organisation; an example of the SIAM scope is:

16

Service Integration and ManagementSIAM-ICT-Business Strategy Alignment & CSI

Service Integration and Management Operating Model, Relationship Management and Information

provision, Reporting, CSI

Service Design Alignment and Provider IntegrationService Catalogue Management, End-to-end ICT Service Integration, Provider Design Coordination,

Provider Service Modelling, Provider SLM, Provider communications

Service Transition and P3MChange Evaluation & Management, Transition Planning, Scheduling, SACM, PPM COE, Provider PPM

Coordination

Service OperationsIncident Management, Request Fulfilment, Problem Management, Event & Access Management

Ensure Services meet Business requirements (Availability, Capacity, Continuity, Security, SLAs,

Risk to Business, Quality Management and Compliance, Transition schedules, escalated issues)

Service

Delivery

Manager

Comms

Services

Hosting End User

Computing

Applications

Management

Other

Service

Delivery

Manager

Service

Delivery

Manager

Service

Delivery

Manager

Service

Delivery

Manager

Business & Provider Governance

ICT Inputs

- ICT Strategy

- BRM

- ICT Service

Portfolio

- Release &

Project

schedule

- Testing

- Architecture

and design

standards and

direction

- Business SLAs

- Contracts

- CSI/KPI

targets

- Policies (e.g.

security)

- PMO(s) and

portfolios

- Budgets,

- BCM and Risk,

- Tools/Info.

Service DeskEnd-user SPOC for Incident Management, Request Fulfilment, Access Management

Participate in Problem Management, Event Management, Change Management, Knowledge

Management etc.

CSC Proprietary and Confidential 18February 10, 2017

SIAM Options

Internal SIAM

(Do-It-Yourself)

Control is maintained and is

an independent agent

Unlikely to have internal

skills

Heavy investment in internal

skills & toolsets

External SIAM

for

Contract

Management

Some admin burden passed

on

Internal BU manages day-

to-day supplier relationships,

cost savings hard to achieve

SIAM provider has no real

control and unable to meet

business and supplier needs

External SIAM

for Service

Management

SIAM provider has

experience, methods and

toolsets

SIAM provider can play off

suppliers as they’re not

responsible for customer

experience

External SIAM

Complete

“Customer

Experience”

Provider has experience,

methods and toolsets and has

“skin in the game”

Provider has a one-stop

shop for customer experience

(Self-service & Service Desk)

If badly managed, internal IT

can feel a loss of overall

control

CSC Proprietary and Confidential 19February 10, 2017

Agenda

• What is SIAM?

• Designing a SIAM target blueprint

• ‘Implementing’ SIAM

• What to do next?

CSC Proprietary and Confidential 20February 10, 2017

Transformation towards the future state

The target blueprint enables

business performance

improvements, including:

• Business Aligned Service

Portfolio

• Agility

• Cost optimisation

• Provider Controls

• Risk & Security Controls

• ROI

The target blueprint enables

and underpins the Strategic

Intent.

CSC Proprietary and Confidential 21February 10, 2017

What is a target blueprint?

• High level specification of :

– ITSM Processes

–Organisation, People and Culture

–Technology and Tools

– Information Management

–Operational Performance and Governance

–Services Models and Providers

• Defines what everything will be like after the SIAM implementation is finished

• Driven by the business benefits and outcomes

• Further detailed design will be done as part of the transformation programme

P

O

T

I

O

S

CSC Proprietary and Confidential 22February 10, 2017

Service Tower

Communications

Illustration of SIAM blueprint component : Processes

Incident Management

Problem Management

Change Management

Etc

Service Tower

Application

Management

Service Tower

Etc

SDM SDM SDM

Process

Owner

Process

Owner

Process

Owner

Process

Owner

P

O

T

I

O

S

CSC Proprietary and Confidential 23February 10, 2017

Illustration of SIAM blueprint component : Tools and Technology

• SIAM Service Management tool(s)

• Provider Service Management tool(s)

• ITSM Tool Interfaces

• Build, Integration, Test, Deploy, Provisioning automation

• Monitoring

• Reporting

• Etc

P

O

T

I

O

S

CSC Proprietary and Confidential 24February 10, 2017

Illustration of SIAM blueprint component : People and culture

From

• Management of detailed activities

• Custom solutions

• Technology and waterfall focus

• Reactive fire fighting

• Fixing incidents

To

• Governance and orchestration

• Standardisation and transparency

• Service and agility focus

• Proactive planning

• Process Management and Continual Service Improvement

Move from being

a “manager of technology” to an “orchestrator of service providers”

P

O

T

I

O

S

CSC Proprietary and Confidential 25February 10, 2017

Governance

Strategic

Tactical

Operational

Governance Bodies Scope

ICT Strategic Committee

Executive Vendor Review

SIAM Strategy

Contract Review

Service Delivery Review

Measurment and

Compliance of Sourcing

Performance

Change and Release

Advisory Board

ITSM Forum

End to End Performance

Service Performance

IT Change Management

Evaluate, Direct, Monitor

Evaluate, Direct, Monitor

Evaluate, Direct, Monitor

P

O

T

I

O

S

CSC Proprietary and Confidential 26February 10, 2017

Agenda

• What is SIAM?

• Designing a SIAM target blueprint

• ‘Implementing’ SIAM

• What to do next?

CSC Proprietary and Confidential 27February 10, 2017

OCM

Project timeline

1 M ~3 M ~ 3 M ~1/11/18

PMP - SIAM Capability drops

- Benefits realisation monitoring & reporting

• Prioritising, benefits mapping and specifying capability build for sprints at

stage boundaries for project board stage gate approval

• Rapid capability build, test and drop in sprints within each stage

• Regular Project Status meetings with Project Board

• Capability approvals at stage end

• Benefits realisation monitoring and reporting

~3 M

Sprints Sprints Sprints Sprints

Stage Stage Stage

Target

Blueprint

Strategic

Goals

1 M

Stakeholder

Engagement

& Prep

An example of an implementation approach (inspired by MSP, PRINCE2 Agile, IT4IT)

CSC Proprietary and Confidential 28February 10, 2017

CSI

Event Mgmt

Transparent

business aligned

service portfolio

Agility &

Flexibility

Business and

security risk

mitigation

Service Provider

Controls

Efficiency and

Effectiveness

Tranche 3

Projects

Improved

Capability @

completion

Target Benefit Strategic

Objectives

CSI optimised and in place

Service Level Mgt

Service Catalogue Mgt

Availability & Cap Mgmt

Tools aligned with improved

and implemented processes

End to End service warranty

(SL) management

15 optimised and

standardised processes in

place across SI/SDM/SP

roles

(documented and handed

over to QMS) implemented

DevOps Pilot

SP onboardingFurther SPs onboarded

Supplier Mgt

Transition Pl & Support

PPM & co-ordination

SACM

Release & Deploy Mgt

Service Models & Maps

Better Governance

decisions and

measurable CSI

availability, continuity,

performance and

resource utilisation KPIs

Efficient and Effective

releases and complex

change KPIs

SP ctrls & performance

KPIs

Improved service

specifications and design

Matured Service Integration

(SI) and SP orchestration

customer experience &

satisfaction KPIs

SDM onboarding

OCM

Tools

Visibility & control of service

warranties & trends

CSC Proprietary and Confidential 29February 10, 2017

Critical success factors

Strong Governance• An agreed operating model within the organisation, SIAM provider, and service towers

• Each area clearly understands roles/responsibilities and escalation points

End User Experience

• A deeply embedded culture of customer care and focus

• The SIAM provider understands customer business priorities, challenges, and

opportunities

Business Transformation

(OCM)

• A strong emphasis is placed on Organisational Change Management during transition

• A continual pulse check is put in place to continually align to new ways of working

“One way, Same way”

Processes

• All IT staff, regardless of their location understand and follow one set of ITSM processes

• Process roles and responsibilities are clear, with escalation points within the SIAM

function

Consolidated and Integrated

Toolsets

• Where possible the organisation, SIAM provider, and Service towers use the same tools

• Any tool integrations are predicated on maintaining customer experience consistency

CSC Proprietary and Confidential 30February 10, 2017

Agenda

• What is SIAM?

• Designing a SIAM target blueprint

• ‘Implementing’ SIAM

• What to do next?

CSC Proprietary and Confidential 31February 10, 2017

How to get started – 5 steps

1. Consider your business

drivers and vision

• How will your organisation change over the next 5 years?

• Where is technology provision misaligned from business vision/goals?

2. Understand your current

state

• Undertake a SIAM Readiness Assessment

• Build a roadmap for management of multiple suppliers

3. Talk to others and see

what they’re doing

• Research

• Consult with industry partners and forums

• Gain an understanding of customer success stories and challenges

4. Signal intention to current

suppliers and involve them• Engage management within suppliers and discuss benefits/challenges

• Ask about their experience with Supplier Integration

5. Engage the business on

customer experience

• Undertake stakeholder analysis – identify and engage business

advocates

• Consider development of a Customer Experience strategy

CSC Proprietary and Confidential 32February 10, 2017

Thank You

Harold Petersen

hpetersen4@csc.com

https://au.linkedin.com/in/haroldpetersen

+61 407919638

February 8th 2017