How do you ensure your SIAM model is fit for purpose, able to deliver once implemented, and is providing the business benefit realisation post deployment? Are your people and process in place? This presentation provides insight into the SIAM SIGS approach and how your business can benefit. The impact of change and not dealing with it is the causal factors of many IT ventures. Here Richard surfaces those issues and the need to address them in a successful SIAM implementation.

1. July 2014
Tested, Ready and Able?
Presented by: Richard Oliver

2. • Overview of SIAM Models
• Is SIAM solution operationally ready
• What do you monitor during early life
• What to look for 6/9 months in to verify SIAM
effectiveness
Agenda

3. Introduction
• Service Integration & Management is the co-ordination of people,
processes, and tools/technology across multiple Service Providers,
be they internal or external, to manage the delivery of end-to-end
service to the customer.
• So it’s just IT Service Management for multi vendors?
Not quite….
• SIAM encompasses IT Service Management activities, as well as:
- Business relationship management
- Project delivery
- Vendor / commercial management
- IT governance
- Financial management
What is SIAM?

4. 4 SIAM Models

5. Journey to effective SIAM operations
Business
Case
Build &
Transform
to SIAM
Operate
and
Monitor
Review
and
Improve

6. July 2014
Is our SIAM Model Operationally
ready

7. What to check
• Process
• People
• Technology
• Partners / Suppliers

8. What to check (High Level)
• Does your SIAM Model have the correct components:
• Process Model
• People (roles, responsibilities and training)
• Technology Integrations
• The ability to measure and report on the service components
• Governance in place to oversee operations
• Relevant Knowledge is available

9. Techniques for Checking
• Table top walk through’s
• Full UAT test scenarios (end to end)
• Integration Testing
• Audits
• Spot checks

10. July 2014
How do you monitor SIAM during early life

11. Considerations
• Validate what was expected from SIAM
• What were the test results
• What does reporting show
• What defects were recorded and agreed at go
live
• What impact has change had since go live

12. July 2014What to look for 6/9 months on to verify SIAM
effectiveness

13. Example Transformation Roadmap

14. • Operational effectiveness can be measured in a number
of ways including:
• Performance Trend Analysis
• Audits
• Customer Satisfaction
Measures of Operational Effectiveness

15. SIAM Triggers
• Transformation effectiveness can be measured in a
number of ways including:
• Benefit Realisation
• Return On Investment
• Customer Satisfaction
Measures of Transformation Effectiveness

16. In Summary
• Know what you can improve
• Focus on what the business wanted/didn’t want
• Where are the key business benefits today
• Focus on the facts
• Recognise what was tested successfully
• Is it still operating effectively
• Is it working at the expected volume – think time bomb
• Was anything outstanding – this could be quick wins or key for the business to
be completed
• Look for what needs fixing now (quick wins, key business benefit)
• Fix process, training, technology
• What is outstanding that will improve the business
• Chase the defects – action the defect plan
• Change focus
• Scope is people, process and technology to further enable the SIAM Model
• Has change supported maintaining focus on delivering the benefits
• Are changes been implemented successfully

17. Questions