what is service-flow itsm integrations as a service
Post on 08-May-2015
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Integrate TodayEnabling Service Integration and
Management (SIAM)
SaaS for Service Integration
#SIAM #ITSM #ecosystem #SaaS #Cloud
• Service-Flow Corp. is a software company specialized in developing and producing SaaS for Service Integration.
• Service-Flow SaaS solution enables easy Service Integration by simplifying the way Service Buyers and Vendors integrate tools and processes.
Service-Flow Corp.
• Industrialized Low-Cost IT Services to Transform the IT Services Market• Chief information officers (CIOs) should consider adopting industrialized, low-
cost IT services (ILCS) to reduce the cost of “running the business”,
• 10 Key Actions to Reduce IT Infrastructure and Operations Costs by as Much as 25 Percent• Action 7: Push Down IT Support• Action 8: Streamline IT Operations• Action 10: Optimize Multi-sourcing
• Worldwide IT Services Revenue Declined 5.3 Percent in 2009– "Their priorities changed and their business focus rushed from aggressive sales
or tactical revenue acquisition to strategies designed to simply maintain revenue levels, keep a handle on costs and manage profitability."
Market Landscape & Trends by Gartner
Control&TransparencyVendor lock-in
One Vendor Multiple Vendors
Fixed service model Continous Service Improvement
Centralized Service Management ToolVendor’s tools
Process integrationAd-hoc integration
Service Integration and Management (SIAM)
Service management tool
Service management tool
Service management tool
Service Vendors
Service Buyers
Service management tool
Traditional ”Everybody adapts” Point-to-Point approach
@
FTP
SOAP✗ Expensive
✗ Complex
✗ High TCO
✗ Unmanaged
1. Manual work in Service Management
2. Control and transparency issues
3. Integration related problems
4. Service Delivery and Quality issues
Challenges in Multi-Vendor/Customer Environment
Ready-to-Use
Fast-to-Implement
Easy-to-Manage
Vendors connected
Service Management
Ecosystem
Service-Flow Solution for Service Integration
”Keep your own tools”
CENTRALIZED INTEGRATION
MANAGEMENT & TOOLS
READY-MADEVENDOR
CHANNELS
READY-MADEITSM
ADAPTERS
Service management tool
Service management tool
Service management tool
Service Vendors
Service Buyers
Service management tool
Service-Flow SaaS for Service Integration
Control & Transparency
Service Automation
Continuous Service Improvement
Enhanced Service Delivery
Cost Savings
Service-Flow Path to Cost Savings
Traditional Integrations vs. Service-Flow
TECHNICAL IMPLEMENTATION
PROCESS IMPLEMENTATION
TECHNICAL IMPLEMENTATION
PROCESS IMPLEMENTATION
30%
70 %
Traditional Integration Project Service-Flow
Ready
No integration development needed
No Software or Hardware needed
All necessary tools build-in
Fast
Ready-made ITSM Adapters
Service Vendors connected
Delivered in days, not weeks
Managed
End-to-end availability 24/7, 99,9%
Centralized view and management tools to all
service integrations
Build-in error management and easy change management
Cost-EfficientContinuous integration
application and infrastructure delivery,
maintenance and development
Flexible Pay-per-Use SaaS delivery model
Save up to 50 % in Service Integration TCO and focus on processes,
not on technology
Why Service-Flow SaaS?
Implementation, Support and Maintenance
Implementation
• Process integration• Technical integration• Process and
technology adaptation
Support
• 1st line support• End-to-End availability• Error handling• Change management
Maintenance
• ITSM Systems maintenance
• Integration systems maintenance
• Integration’s Development
• Integration Change management
Core Elements of Integration Implementation, Support and Maintenance
Integration delivery, what’s the difference?
Service-Flow SaaS ”All-inclusive”
Integration Management
Integration Monitoring
Integration Availability
Application Maintenance
Application Development
Infrastructure maintenance
Infrastructure development
Traditional IntegrationsIntegration Development & Support
Application maintenance and development
Infrastructure maintenance and development
Software Service• Pay-per-Use Subscription based
pricing• Continous delivery with SLA• Management included• Multi-Vendor/Customer Ready
Investment• Development costs?• Maintenance costs?• Infrastructure costs?• Availability?• Support?
Set-Up and Implementation
• Professional Services for Service-Flow implementation
• Project Management• Process definitions• Use case workshops• Technical set-up
Management Services
• 1st line support• Error handling• Proactive integration
monitoring and maintenance
• Integration change management
Software as a Service
• Continous Maintenance
• Continuous Development
• Continuous Delivery, 99,9%
• End-to-end Monitoring
• 2nd line Partner Support
Service-Flow Delivery Model
Provided by Certified Partners Provided by Service-Flow
1-n days depending on use cases
• Connection Set-Up• Message type and content
definitions• Category mapping• Required network
definitions
Connection
• Connection testing and minor changes
• Ready for production acceptance
Testing • Production usage starts• Support according to
delivery model and related agreements
Production
Service-Flow Delivery Example
• Scoping• Process definitions• Roles and responsibilities
Process
• Drawing the use cases• Use case acceptance
Use cases • Implementation of use cases and logic in Service-Flow
• Ready for production acceptance
Set-Up
• Partner provides continuous support and development
Continuous Development
Process Track
Technical Track
Typical duration 1-5 days
• OP-Pohjola Group is Finland’s largest financial services group. It provides its customers with the best loyalty benefits and the most extensive and diversified range of banking, investment and insurance services. The Group has three business segments: Banking, Life Insurance, and Wealth Management. The Group is made up of some 180 independent member cooperative banks. OP-Pohjola Group employs 12 000 people.
• Challenge: In order to gain control and transparency over its outsourced it-services from three separate service vendors, service integration was needed. All vendors were required to adapt to common use cases defined by OP-Pohjola. Reliability of the integrations and data security were in high priority.
• Solution: OP-Pohjola utilizes Service-Flow for connecting its Service Management system to relevant service vendors Service Management systems. The adopted set-up enables true Service Integration and Management (SIAM) model where service vendors are required to collaborate in order to provide the required services to OP-Pohjola. With Service-Flow each of the parties can adapt and integrate their processes and tools without having to build other party/system specific integration logic. And despite of the complex multi-vendor environment, process and tool changes can be implemented without any breaks in service processes. Vendor integrations are also monitored and maintained 24/7 with 99,9% availability.
References
• LocalTapiola Group is a customer-owned group consisting of three insurance companies: LocalTapiola General, LocalTapiola Life and LocalTapiola Pension. It also includes LocalTapiola Asset Management Ltd, LocalTapiola Bank Plc and LocalTapiola Real Estate Asset Management. Currently LähiTapiola employs a total of approximately 4000 people.
• Challenge: Merger of Tapiola and Lähivakuutus, all IT services outsourced to two separate service providers.
• Solution: LähiTapiola utilizes Service-Flow for connecting its IT service providers to LähiTapiola’s incident and service request processes which run in different service management systems. Thanks to Service-Flow ITSM Integration Service, parties got to keep their own Service Management tools and have only one connection for connecting to other parties in the Service Supply Chain. Most importantly, LähiTapiola has now full control and visibility to delivered services and ticket flows are fully automated. Currently over 100 000 messages are sent and received monthly via Service-Flow
References
• MTV MEDIA brings you the most wanted electronic services in Finland. MTV MEDIA operates ten TV channels. MTV MEDIA is owned by the media company Bonnier AB. Founded in 1804, Bonnier is a Swedish family-owned corporation owning 175 companies in more than 16 countries. Bonnier’s areas of business include corporate magazines, newspapers, books, periodicals, cinema and music in addition to electronic media. Bonnier employs a total of approximately 11,000 people.
• Challenge: A lot of manual of work in user access request management. Requests sent manually to a service provider. Tracking of the requests difficult and time consuming.
• Solution: MTV utilizes Service-Flow for connecting their Service Management system to their Service Providers Service Management system. Set-up enables automated ticket creation in both systems, automated status updates and ticket follow-up and reporting.
References
www.service-flow.com
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