Simon Durbin ISG

© 2014 Information Services Group, Inc. All Rights Reserved. Proprietary and Confidential. No part of this document may be reproduced in any form or by any electronic or mechanical means,

including information storage and retrieval devices or systems, without prior written permission from Information Services Group, Inc.

• Prepared for ITSMF 14

• Simon Durbin

Don’t Let SIAM Cloud Your Judgement

“There is no such thing as a new idea. It is impossible. We

simply take a lot of old ideas and put them into a sort of

mental kaleidoscope. We give them a turn and they make

new and curious combinations. We keep on turning and

making new combinations indefinitely; but they are the

same old pieces of coloured glass that have been in use

through all the ages.”

Mark Twain

A wise man once said…

The only constant is change… 1980s 1990s

Monolithic

2000s

Bipartisan

2010s

Pluralistic

2020s

Dynamic In-house

ITIL V1.0

ITIL V2.0

ITIL V3.0

ITIL 2011

CMM CMMi CoBIT

SIAM

Today’s big management challenge…

Managing business requirements (demand) and internal and external Service Providers (supply) in an integrated fashion is one of the greatest management challenges facing today’s executives.

Managing multiple Service Tower Providers

Client

Client Client

Client

Client

Integrated Demand – Supply Dynamics

Client

Client

Client

Client

Client

Business

Service Delivery /

Service Providers

Demand Supply

A prediction…

1980s 1990s

Monolithic

2000s

Bipartisan

2010s

Pluralistic

2020s

Dynamic In-house

ITIL V1.0

ITIL V2.0

ITIL V3.0

ITIL 2011

CMM CMMi CoBIT

SIAM

Service Integration is the imperative as sourcing continues to disaggregate and

enables the application of new technologies and service delivery models.

Structure and method… The key to success with SIAM is to tackle the complexity with structure and method.

End-to-end Service Management Processes in the right depth and breadth for operational control

Organization that meets functional and operational requirements

Supportive Contract language and incentives for collaboration

The Service Catalog creates the relationship between the service components and the business services.

Clear Roles & Responsibilities in the context of the overall

Operating Model

Skills or Competencies required to perform

Common Tooling for integrated processes and data transparency

Correlated Reporting and data management

Drivers Objectives Measures

SIAM Operating Model

Process underpinning… Old ‘friends’ and new acquaintances provide a solid underpinning of robust processes.

Service Delivery

Sup

ply D

eman

d

Business Services

Service Integration and Management (SIAM)

Business

Relationship

Management

Strategy

Provider

Management

Service Design

Service Transition

Service Operation

Sourcing Management

Information Management

Risk & Compliance

Management Project Management

Performance Management

Hello darkness my old friend… Outsourcing SIAM was briefly in vogue but we now see the Next Generation of SIAM

ISG predicts that SIAM will become a patchwork of retained and out-tasked capabilities to integrate the evolving types of services.

• Client retains overall accountability.

• Service Provider staff, services and tools are leveraged as appropriate.

• Specialized 3rd party staff, services and tools are incorporated.

• SIAM is broken down into the right modular components.

• Identify who is best to perform each component.

Conclusion ► The pace of technology change is increasing and relentless – but we have seen

similar situations before.

► Managing the complex dynamics of supply and demand for integrated services is one of today’s greatest IT management challenges.

► SIAM is in vogue, but in danger of tipping over into ‘buzz-word bingo’ territory.

► Remember the solid foundations – ITIL, COBiT, Common Sense!

► Extend what you already know (ITIL) to build a SIAM capability

► Apply structure and method to cover all the bases in a controlled & planned way

► Leverage SIAM to survive the Cloud & BYOD revolution

► KEEP CALM and ….

ITSMF UK 150 Wharfdale Road,

Winnersh Triangle,

Wokingham,

RG415RB,

United Kingdom

Tel: +44 (0) 118 918 6500

Fax: +44 (0) 118 969 9749