Making SIAM Work

Making SIAM Work (for you)

Mike Nayler Lockheed Martin UK Ltd 14 January 2014

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Making SIAM Work

• What is a SIAM?

• Why do I need one?

• What does the SIAM do?

• Some Lessons Learned implementing

SIAMs

Lockheed Martin Proprietary Information

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Agenda

Making SIAM Work

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What is SIAM?

Its all about managing delivery when multi-sourcing your IT services, instead of single sourcing or prime contracting……..

Service Integration & Management

Supplier 1

Supplier 2

Supplier 4

Supplier 3

Customer

Making SIAM Work

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An Example…..

Ministry of Justice SIAM Model – Before and After

Making SIAM Work

Multi-Sourcing - The ‘Tower’ Model

• To achieve efficiencies by ‘commoditising’ commodities and buying at scale

• To achieve optimum effectiveness by procuring services at an Enterprise level and delivering them with a common, standardised approach

• To enable the delivery of innovative ideas and technologies through a mix of different businesses (commitment to SME revenue)

• To meet user demands for “better, quicker, cheaper”

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Making SIAM Work

Why do I need one?

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To make life simpler?

End User Compute – User Devices

Network

- WAN

- PSN Compliant

- Data, Voice, Video

Hosting AMS AD (Core Line of

Business)

Mobile Telephony

End User Compute – Common

Services

Retained Controls

- Procurement & Contract

Management

-Vendor Management

- Exit Management

- Service Assurance

- Customer Service

Management

- Service Strategy (Inc.

Architecture)

- Financial Management

- Management Reporting

- ICT Strategy & Planning

-Workforce Planning

-ICT Professionalism

Enterprise Architecture

- Architecture Governance - Architecture Vision

- Opportunities & Solutions (Roadmap) - Information Systems Architecture

- Migration Plans (Roadmap) - Technology Architecture

- Architecture Change Management

Demand

-Business Architecture

-Business Relationship

Management

- Demand Management

Solution Assurance

-Requirements

Development

- Decision Analysis &

Support

- Solution Design

- Solution Assurance &

Validation

Programme Governance & Project Integration

- Work & Project Prioritisation

- Resourcing

- Portfolio Planning

- Portfolio & Programme Management

- Risk Management

-Integration & User Test Management

-Define & Maintain Standards, Methods and Processes

Service Integration & Management

- Service Desk - Availability Management

- Capacity Management - Service Level Management

- Change Management - Release & Deployment Management

- Event Management - Service Verification (Quality)

- Knowledge Management - Incident Management

- Problem Management - Access Management

- Continual Service Improvement - Service Asset & Configuration Management

- IT Service Continuity - Ops Security

Service Integrator – Catalogue Services Service Integration

- Request Fulfilment - Acceptance Into Service

- Consumption Verification - Service Transition & Testing

- Catalogue Management - Test Environment Management

Security & IA

- Security Architecture

- Standards & Policies

- IA Governance

- IA Technical Assurance

- Accreditation Authority

Security Services

Intrusion

Detection

Protective

Monitoring

Forensic

Analysis

IT Health

Checks

(Testing)

AD (Niche Development)

Retained

Supported by

Managed Service

Retained

Single

Outsourced

Service Provider

Outsourced

Specialist

Security

Outsourced

Making SIAM Work

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Because the Cabinet Office say I have to have one?

Making SIAM Work

Why implement a SIAM?

• Integration of the delivery of the separate Towers into a single service, supported by effective service levels

• Management of the Tower suppliers to deliver to this set of service levels

• The need for someone to have a focus on the customer and delivery of the Business objectives

• Enterprise delivery against corporate policies and processes

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Making SIAM Work

What does SIAM do? (and not do)

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Making SIAM Work

11 Transport for London Information management – Multi-Sourcing Model

Making SIAM Work

What should you retain?

In designing your SIAM ‘Tower’, it is important to consider what to retain within the organisation as well as what to devolve to the SIAM: • Governance & Authority – regardless of the contractual

model, the organisation must retain overall Governance of the delivery of ICT services

• Policies – such as Security, Environmental, Health & Safety etc. This provide the ‘rules’ upon which the SIAM is required to deliver (ie develop processes to deliver the policies)

• Enterprise Architecture – whilst the SIAM might provide useful guidance on this, the organisation needs to retain overall control on the architecture

• Procurement and removal of suppliers • Options also include: Business Relationship Management,

VIP Services, Marketing (such as Portal Content Generation) 12

Making SIAM Work

What does SIAM do?

• The SIAM manages the delivery of a disparate set of Tower suppliers into a single service – to meet the enterprise service level requirements of the organisation

• They provide a ‘single pane of glass’ view of a complex range of constituent parts, allowing the organisation to focus on the priorities – providing decision quality

• Implements the ITIL framework and delivers the service desk

• Fosters collaboration among the suppliers for the best outcome for the Business – BS11000

• Manage change and delivery of Continuous Service Improvement

• Creates and Manages the Total Cost of Ownership of the ICT Estate

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Making SIAM Work

Optional Roles

• Transition – planning and executing the move from single sourcing to multi-sourcing

• Systems Integration – manage the integration of new systems

• Delivers Information Security across the organisation

• Acts as the organisation’s Innovation Partner - Assists with the development of future Business Cases to implement innovation and improvement

• Programme & Project Management

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Making SIAM Work

A word about the Tower suppliers

• Need clear and early guidance about the role of SIAM

• Need to ensure their Service Management functions can interface closely with SIAM

• Must recognise the ‘authority’ of SIAM (devolved from the customer)

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Making SIAM Work

Lessons Learned

• Create the SIAM function first, then the other Towers -reverse engineering processes is painful and expensive!

• Open, constructive dialogue is essential for a collaborative model to work – between the Business, the ICT Department, the SIAM and the Tower Suppliers

• A shared and consistent vision for the organisation – takes initial investment, but ensures a single sense of purpose (make this happen early)

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Making SIAM Work

Lessons Learned

• A clear and robust service management (ITSM) toolset – to provide the organisation a highly effective ‘single-pane-of-glass’ will save significant problems later on

• Visible and demonstrable independence of the SIAM function – ensuring objectivity in managing competing demands. Clear devolution of Authority

• A culture of innovation and Continuous Service Improvement – giving a focus on future business needs

• Programme level Multi-Sourcing /SIAM models are still being evaluated- for some this is proving too complex and negates the benefits of commoditisation

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Thanks for coming