Service Desk meets SIAM

Juha BerghällCEO

Service-Flow Corp.

Who is speaking

• Juha BerghällCEO & Co-Founder Service-Flow Corp.

• 15 years in practical ITSM tooling and processes

About Service-Flow Corp.

Competence:IT Service Management

Solution:Software as a Service

(SaaS)

Focus:Service Integration

Role: OPERATOR

How we are different?

SOFTWARE COMPANY CLOUD INTEGRATION

Presentation is about

• Management of multi-sourced IT environments

• Best pratices and our experience on implementations

• Service-Flow solution

SIAM – The Objective

“The main goal of SIAM is to coordinate internal and external suppliers and their services in a cost-effective way to achieve the end-to-end service levels needed to support the goals of the business functions.”

Multi-Sourcing

Service Buyer-

SIAM Provider

Service Vendor 1 Subcontractor 1

Service Vendor 2

Service Vendor 3 Subcontactor 2

Service Desk(s) meet SIAM• Process• How to integrate processes?• How to integrate data?

• Tools• How to integrate different ITSM

tools?• People• How to enable smooth

cooperation between the Service Providers (incl. internal IT)?

Characteristics of a succesfull SIAM

1. Data ownership (in own ITSM tool) despite of outsourcing

2. Control and transparency3. Freedom of choice

”Service Provider is required to use customer’s ITSM tool or integrate to

it”

THE PROMISE

Service Integration Framework

Serv

ice

Tow

ers Application

Development Tower

IT OperationsTower

IT Infrastructure

Tower

Data CentreTower

End UserServices

Tower

ApplicationMaintenance

Tower

ServiceTower - N

NetworkServices

Tower

Business and Retained IT Organization

Service Integrator

VendorManagement

Transformation Management

Service Management

Risk & Compliance Management

SI GovernanceDrive processes, collaboration and systems for optimal alignment of multiple service providers,

Delivering “End to End” services to achieve maximum business value

Program Management

Ensure end to end service delivery to support business

needs

Maximize value from vendors by optimizing

vendor base and vendor performance

Ensure future readiness by driving

achievement of target architecture

Drive alignment across programs and projects

for overall benefits

Safeguard organization from business risks through adequate

controls

Solution?

• Use vendor’s ITSM tools• Use customer’s ITSM tools• Try to integrate tools &

processes

”Our processes are defined and we have ITSM tool in use...

…in addition we have integration platform and ITSM tool has an

standard interface.

How hard can it be?”

REALITYITIL is not a standard

Standard web-API is NOT an integration

People, Process, Tools are custom made

Service-Flow Solution

”Keep yourown tools and data”

Service Management Ecosystem

VENDORS CONNECTE

D

FASTTO

IMPLEMENT

EASYTO

MANAGE

READYTO USE

Service-Flow UsersBanking

& InsuranceBroadcasting Managed Service

Provider

Public Healthcare

GovernmentalManufacturing& Retail

?End-Users

AndCustomers

ITSM Tool&

End-User Portal

SaaS for Service IntegrationAll Inclusive

Digitalizing and Automating ITSM Workflows

Service Management

Tool

Service Management

Tool

Service Management

Tool

Service Deskmanaging services

End-user making requests Service Providers managing

and providing services

Business Business Support Services Outsourced Services

SERVICE INTEGRATION

End-to-end Integration of ITSM tools, processes and data

Service-Flow for Service Buyers

= Service-Flow Customer

= Service Provider

= Ecosystem and SaaS Subscription. Freely definable connections between End-points (support for SIAM)

Service Buyer(S-F User)

Choose Your Service Providers and subscribe to Service-Flow

ServiceProviders

• No integration development required• Only one integration needed• All-inclusive SaaS delivery model• Flexible subscription based pricing

(per end-point)

Service-Flow solution for

Service Providers

Enabling provisioningof Service Partner

offering to the whole customer

base - no matterwhat ITSM tool is used.

Service Provider

(SIAM Provider)

Partners

Service Buyers(End-Users)

Implementation example(Tool-Process-Data for Incident Management)

Start to Finish in 1-2 weeks

Test

Approve

Change

ConfigureCONNECT PRODUCTION0,5-1 days 1-3 days

1-2 days

1 days

Change requests

Build or Use?

Build, develop and maintain

Subscribe

Service Desk meets SIAM

1. Your business, your processes, your tools

2. Define your own operational model3. Present the model and use cases to

your suppliers and ask them to adapt

4. Focus on data you need to exchange

5. Avoid creating custom integration logic for each and everyone

www.service-flow.com