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Implementing Capacity Management within SIAM (Service Integration & Management)

Amrit Bhattacharya

Amrit Bhattacharya [email protected] [email protected] https://no.linkedin.com/pub/amrit-bhattacharya/16/2a1/586

3 Copyright © 2015 Accenture All rights reserved.

T Topics

SIAM- Service Integration and Management §  What is SIAM §  Example of SIAM Model §  ITIL processes – Peer to Peer illustration §  Vendor Management §  Service Reporting §  Capacity Management §  Coordination, communication and collaboration. §  Take away


What is SIAM

§  SIAM is a sourcing strategy used to manage and govern multi vendor/supplier environment

§  Capability & set of practices. §  It is an approach. §  It complements every part of ITIL. §  Trust based.


SIAM Generic Model

SERVICE INTEGRATOR

BUSINESS ORGANIZATION

External SUPPLIER

External SUPPLIER

Internal SUPPLIER

INTERNAL SUPPLIER

INTERNAL SUPPLIER

MANAGED 3rd Parties MANAGED 3rd Parties


Our Engagement Model


Peer to Peer illustration

Service Integrator Suppliers

CO-LOCATION TEAM (FUNCTION)

PROBLEM MANAGEMENT

CHANGE MANAGEMENT

CAPACITY MANAGEMENT

SERVICE LEVEL MANAGEMENT

PROBLEM MANAGEMENT

CHANGE MANAGEMENT

CAPACITY MANAGEMENT

SERVICE LEVEL MANAGEMENT


Vendor/Supplier Management co-ordination

SUPPLIER SUPPLIER

SUPPLIER SUPPLIER

SERVICE INTEGRATOR

Multi-Supplier co-ordination Governance Meeting

Service Availablity Service Levels

Escalations Vendor Performance


§  Availability Reports

§  Verify

§  Collating §  Publishing

§  Standard Template

2014 2014 2014 2014 2015 2015 2015 2015 2015 2015 2015 2015 2015 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

VK01 98,4 99,3 99,6 99,8 99,3 99,4 99,7 98,0 99,0 95,0 99,7 97,7 99,2VK02 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6 99,9 100 100VK03 98,8 99,9 99,7 99,9 99,8 99,8 98,9 98,7 98,9 99,3 98,9 99,7 99,2VK04 96 100 100 100 100 100 100 100 99,9 99,6 100 99,8 100VK06 99,8 99,9 100 100 100 98,4 96,9 100 100 99,6 99,9 100 100VK07 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100VK08 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100VK09 99,1 99,8 99,9 100 99,9 99,8 100 100 99,3 100 100 100 100VK10 91,4 99,0 98,9 99,6 98,8 99,3 99,0 97,8 98,9 98,3 99 98 99,3VK11 98,0 97,1 99,2 99,8 99,5 99,1 99,8 98,2 99,3 99,0 99,8 97,9 99,6VC Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

VK05 99 98,9 98,1 98,7 97,6 97,9 98,4 99,4 99,4 98,1 98,4 99,4 99,6VK13 98,4 99,4 99,2 99,4 99,4 99,3 99,6 99,3 99,6 98,7 99,6 99,4 99,8VK14 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,4 99,9 99,5 99,7VK16 98,1 99,7 99,2 99,6 99,5 99,8 99,8 99,7 99,2 99,5 99,8 99,5 99,3VK17 99,8 99,9 100 100 99,9 97,9 99,0 100 99,8 99,6 99,0 100 100VK18 99,1 99,4 99,7 99,7 98,8 99,7 99,5 98,3 99,5 99,2 99,5 99,5 96,6VK19 91,5 99,3 99,5 99,7 99,5 99,5 98,8 99,3 99,1 99,0 98,8 98,1 98,0VK20 98,1 99,7 99,2 99,9 99,5 99,8 99,8 99,7 99,2 99,5 99,8 99,5 99,3VK21 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,4 99,9 99,5 99,7VK22 99,7 99,8 99,8 99,6 99,2 99,8 99,3 99,1 99,7 99,3 99,3 99,9 99,8VK25 99,5 99,2 99,6 100 99,9 99,9 98,9 99,6 99,1 99,3 98,9 99,8 96,9VK26 98,1 99,2 99,6 99,6 99,8 99,8 98,9 99,5 99,0 99,9 98,9 99,8 96,9

VC


§  System Availability

§  Vendor Meetings

§  CSIP

System _ID System _Name Baseline 2014-10 2014-11 2014-12 2015-01 2015-02 2015-03 2015-04 2015-05 2015-06 2015-07S001 ABC 95 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4S002 CDE 98 % 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6S003 FGH 97 % 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,6S004 IJK 96 % 98,1 99,7 99,2 99,6 99,5 99,8 99,8 99,7 99,3 99,6S005 LMN 75 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4S006 ZYZ 85 % 100 100 98 99,9 100 100 100 99,8 100 100S007 MNO 95 % 99 98,9 98,1 98,7 94 98 98,4 99,4 99,3 99,4

Prioritized Systems


RISKS §  In-effective Change & Release

management

§  Poor or faulty processes

§  Management Burn out

§  Unclear roles and responsiblities


§  Good Governance

§  Better Performance

§  Reduction in cost

§  User satisfaction

REWARDS


Focus Areas

Where & How

Whom to reach

Interpret Scope

Stake holders

Reporting

Tracking


•  Hardware,Software & Network •  Capacity Monitoring, Analysis on systems & Usage Data •  Performance Tuning •  Planned campaigning •  Component Assesment •  Demand that comes from the business and ensuring that

the supply is in place when the business needs it. •  End to end Service capacity •  Identify capacity issues through Coordinating,

Collaborating & communicating with the different processes & vendors.

•  Assesment before Major releases •  Capacity Planning for New systems

INPUTS

Problem Management Service Desk System Monitoring & Measurement Assesments Meetings New AD Projects Availablity Management

Change Management Release Management Capacity Plan

OUTPUTS SCOPE

Business Organization Demand- Business Organization Delivery- Business Organization

SI- XXX Mxxx – Service Integrator Supplier 1 Supplier 2

STAKEHOLDERS


Business Capacity Management: - Demand that comes from the business/ future business requirements

- Ensure that future business requirements are addressed by the next two sub-processes

Scope: Demand from the business

Campaigning

Coordinating, Collaborating & communicating with business

Assesment before Major releases

Capacity planning for new systems

Service Capacity Management: - Understanding the end to end service

- Providing management control and prediction of the performance of the operational IT services.

Scope: Capacity Monitoring, Analysis on systems(Fixed & Mobile) & Usage Data

Component Capacity Management:

- Component level utilization

- Closely Monitoring all the IT Components for systems providing a specific service.

Scope: Component Assesment

Performance Tuning

Identify capacity issues through Coordinating, Collaborating & communicating with the

different processes and vendors.

Sub-processes and Scope


Reporting progress

§  Current state of capacity Management

§  Progress on the component

capacity assesments §  Updates on business

capacity front §  A list of all the capacity

activities undertaken over the past.

§  The graph below the number of new, ongoing and closed avtivities over the period 7 months

§  This report is presented to the client every month.


Reporting progress


Highlevel Framework

SERVICE DESK PROBLEM

MANAGEMENT Monitoring & Measurement

BI-WEEKLY MEETING(SI)

BUSINESS ORGANIZATION DEMAND FLOW CAMPAIGNS, NEW SERVICES , INCOMMING

BUSINESS

Supplier 2 AM Team

Supplier 1 AO&BO Team

Supplier 2 Capacity Manager

SI Capacity Manager

Business Organization (SPOC)

Service Capacity Management

Business Capacity Management

Component Capacity Management

Capacity Plan

Business Organization

Service Integrator

Supplier(s)


Communication: §  It is a key function in management as it connects people & processes §  A two way process of reaching to a mutual understanding.

Co-ordination: §  It is another key function in management

§  It is an act of putting things together in order.

§  A proper co-ordination helps an orgination to achive a specific objective.

Collaboration: §  It is another important function which is a cooperative arrangament between

two or more parties working for a common goal.

§  It helps in knowledge sharing and resolving conflicts.

Communication, Co-ordination & Collaboration


•  Awareness on SIAM •  People & culture •  Importance of vendor management & coordination •  Implementing capacity management in a multi-vendor environment •  Activities involved for effective Component capacity management

•  Three magical words: Communication, Co ordination & Collaboration

Take Away Take away

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