«Service Integration and Management SIAM» Die Vorgehensweise zum Aufbau eines Multi-Provider Management Systems. Webinar 18. April

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1 «Service Integration and Management SIAM» Die Vorgehensweise zum Aufbau eines Multi-Provider Management Systems. Webinar 18. April Ralf Winter, Senior Consultant

2 Agenda Webinar: Service Integration and Management SIAM Agenda Introduction of Glenfis and the Presenter What is Service Integration and Management SIAM Why a SIAM Foundation Training The SIAM Course Content The SIAM Course Format The SIAM Foundation Exam Next Steps Glenfis AG glenfis.ch Webinar SIAM

Introduction Your training partner Glenfis AG Cloud Computing and Sourcing Governance Cyber- and Information Security mgmt IT Governance and Assessment Service Management Agile methods and DevOps

Governance Foundation Sourcing process and business case Cyber Resilience and Security for executives Cloud Security Foundation based on ISO27001 & 27018 RESILIA Cyber resilience Practitioner COBIT 5

Service Transition Service Operation CSI MALC ITIL Practitioner ISO20000 Practitioner ISO20000 Auditor Agile methods and DevOps for executives Agile Expert Architecture Management for executives

3 Introduction Your training partner Glenfis AG Cloud Computing and Sourcing Governance Cyber- and Information Security mgmt IT Governance and Assessment Service Management Agile methods and DevOps Architecture Management Project Management 3 GEIT Governance of Enterprise IT MEIT Management of Enterprise IT Cloud and Sourcing Governance for executives Professional Cloud Service Manager Sourcing Governance Foundation Sourcing process and business case Cyber Resilience and Security for executives Cloud Security Foundation based on ISO27001 & RESILIA Cyber resilience Practitioner COBIT 5 for executives COBIT 5 Foundation Implementation Assessor Security Assessor Implementation NIST using COBIT 5 Service Management for executives ITIL Edition 2011 Service Strategy Service Design Service Transition Service Operation CSI MALC ITIL Practitioner ISO20000 Practitioner ISO20000 Auditor Agile methods and DevOps for executives Agile Expert Architecture Management for executives TOGAF Certified Level 1 & 2 combined Project Management for executives HERMES 5 Advanced FEIT Functions of Enterprise IT Cloud Computing Foundation Cyber Security Fundamentals RESILIA Cyber Resilience Foundation COBIT 5 Overview ITIL Overview ITIL Foundation ISO20000 Foundation Scrum Master DevOps Foundation BPMN Notation TOGAF Overview HERMES 5 Foundation Glenfis AG glenfis.ch Webinar SIAM

4 Introduction Your Presenter: Ralf Winter Senior Consultant More than 15 years management experience in Service Management and Outsourcing Trainer for: Service Integration and Management SIAM Cloud Computing Foundation Professional Cloud Service Manager Sourcing and Governance Foundation Consultant and Coach for: Service Management in a Multi-Provider Environment IT Service Management Cloud and Sourcing Ralf Winter Senior Consultant Glenfis AG glenfis.ch Webinar SIAM

5 Service Integration and Management SIAM SIAM a Definition Service integration / Service Integration & Management / SIAM Practices, model, and approach to manage, govern, & co-ordinate delivery of services from multiple service providers Glenfis AG glenfis.ch Webinar SIAM

Service Integration and Management SIAM Demand Introduction to Service Integration and Management SIAM Simply put, successful multi-sourcing requires

-Forrester Research- Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced

Customer (Business) SIAM is an evolution of how to apply a framework for integrated service management across multiple service providers.

6 Service Integration and Management SIAM Demand Introduction to Service Integration and Management SIAM Simply put, successful multi-sourcing requires establishing end-to-end visibility, reporting and accountability for services that are delivered by multiple suppliers. -Forrester Research- Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers. Customer (Business) SIAM is an evolution of how to apply a framework for integrated service management across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single supplier to an environment with multiple service providers. SIAM has evolved from the challenges associated with these more complex operating models. Service Integration and Management (SIAM) Supply Source: SCOPISM BoK Suppliers Glenfis AG glenfis.ch Webinar SIAM

7 Service Integration and Management SIAM enabled by Introduction to Service Integration and SIAM Service integration and Management lets an organization manage multiple service providers in a consistent and efficient way, ensuring that performance across a portfolio of multisourced goods and services are delivered as a seamless service and meet user needs Service Integration Service Management SI is the binding together of multiple suppliers by joining up processes and managing the disparate organisations to function as a single IT Team to deliver a common service ITSM driven by the ITIL framework. Considered as the standard; these are processes used to manage operations and the service lifecycle SIAM Function Manage Enabled by Process HCL tech, why achieving multi-provider service harmony is not a trivial task Glenfis AG glenfis.ch Webinar SIAM Tools Operated by Process operation roles

8 Service Integration and Management SIAM The impact of multiple suppliers Customer organization Users of the services Outcomes Supplier 1 Supplier 2 Supplier 3 Provide a service using their own ITSM process and Tools Provide a service using their own ITSM process and Tools Provide a service using their own ITSM process and Tools Receive a service based on the supplier 1 process Receive a service based on the supplier 2 process Receive a service based on the supplier 3 process Different user experience; SLAs aren t reached; Lack of process understanding and ownership; Poor supplier management Organization data can be lost; Poor collaboration between suppliers; Service catalogue non-updated; Policies, processes and procedures not aligned; Glenfis AG glenfis.ch Webinar SIAM

9 Why a SIAM Foundation Training Drivers, purposes and values for a SIAM approach Drivers: Service satisfaction Service and Sourcing Landscape Operational Efficiencies External Commercial Purpose: obtain the benefits of multi-sourcing of services with the simplicity of single sourcing minimize the risks inherent in multi-sourced approaches masking the supply chain complexity from the consumers of the services allowing a customer organization to focus on the their business, rather than focusing on service providers and technology enables the flexibility and innovation to support the pace of change demanded by organizations Value from: Improved service quality Optimized costs and increased value Improved governance and control Improved flexibility and pace Glenfis AG glenfis.ch Webinar SIAM

Why a SIAM Foundation Training SIAM Benefits for Companies and Individuals SIAM : Vendor-neutral, recognized worldwide Based on the e-competence Framework.

10 Why a SIAM Foundation Training SIAM Benefits for Companies and Individuals SIAM : Vendor-neutral, recognized worldwide Based on the e-competence Framework. Based on a BoK developed in collaboration with industry experts. Benefits for companies: Improved governance and control of suppliers, services and costs Increased efficiency and effectiveness Optimize value from suppliers Greater flexibility to plug-andplay new suppliers Benefits for individuals: Get certified in high demand domain Support your organization in coordinating multiple suppliers Grow your knowledge, accelerate your career get a higher salary Glenfis AG glenfis.ch Webinar SIAM

11 Why a SIAM Foundation Training Target Groups World-wide professionals working within ITSM processes have an interest in SIAM best practices. IT companies that offer IT Outsourcing (Platform as a service), Software as a Service, Cloud Computing need to align their ITSM processes with Customer processes. There is a HUGE space in the market to be explored by SIAM world-wide for Training Partners and qualified professionals SIAM consultants/sales Service Managers Project and Program Managers Service delivery roles Change Managers Business Relationship Managers Commercial Managers Solution Architects Business Change Practitioners Management Consultants Process managers/owners Glenfis AG glenfis.ch Webinar SIAM

12 The SIAM Course Content SIAM Course Content The purpose of this course is to Build a fundamental understanding of SIAM Service Integration and Management Provide an overall overview The topics covered are SIAM terminology and the core principles SIAM benefits The challenges and risks of implementing SIAM SIAM implementation structures SIAM governance, tooling and data considerations Common processes used in a SIAM-ecosystem. By the conclusion of this class, the student will Understand the purpose of the different processes, the relationships, and the associated roles and responsibilities of each role Know the importance of using a standardized vocabulary to describe the SIAM concept Have gained an understanding of the relevance of SIAM to the student s own organization Glenfis AG glenfis.ch Webinar SIAM

13 The SIAM Course Content SIAM Course Content The course is based on theservice Integration and management (SIAM) Foundation Body of Knowledge: 1. Siam Introduction 2. Siam Roadmap 3. Siam Roles & Responsibilities 4. Siam Practices 5. Siam Processes 6. Siam Challenges and Risks 7. Siam Other Practices Glenfis AG glenfis.ch Webinar SIAM

14 The SIAM Course Format SIAM Layers Practice: the actual application or use of an idea, belief, or method, as opposed to theories relating to it. Process: a documented, repeatable approach to carrying out a series of tasks or activities. Function: an organizational entity, typically characterized by a special area of knowledge or experience. Structural elements: organizational entities that have specific responsibilities and work across multiple organizations and layers in the SIAM ecosystem. Figure - High-level SIAM model, including the relationships between SIAM layers practices, processes, functions, and structural elements. Glenfis AG glenfis.ch Webinar SIAM

15 The SIAM Course Format SIAM Course Content Glenfis AG glenfis.ch Webinar SIAM

16 The SIAM Foundation Exam SIAM Foundation Exam Prerequisites: -none- Knowledge of IT Service Management terminology is recommended. Examination details: Examination type: Computer-based or paper-based multiple-choice questions Number of questions: 40 Pass mark: 65% (26 of 40) Open book/notes: NO Electronic equipment/aides permitted: NO Time allotted for examination: 60 minutes Glenfis AG glenfis.ch Webinar SIAM

17 The SIAM Foundation Exam SIAM Foundation Exam Siam Introduction Siam Roadmap Siam Roles & Responsibilities Siam Practices Siam Processes Siam Challenges and Risks Siam Other Practices Glenfis AG glenfis.ch Webinar SIAM

18 Questions and Answers Service Integration and Management SIAM Glenfis AG glenfis.ch Webinar SIAM

Next Steps Next Webinar Certified Outsourcing Specialist Foundation Principles based on the Sourcing Governance Foundation Training Whether your goal is to gain comprehensive cutting-edge knowledge

19 Next Steps Next Webinar Certified Outsourcing Specialist Foundation Principles based on the Sourcing Governance Foundation Training Whether your goal is to gain comprehensive cutting-edge knowledge on all aspects of creating and sustaining successful relationships with your outsourcing partners or to earn 15 points toward the Certified Outsourcing Professional (COP) designation this workshop is for you! 17. Mai :30-11:15 Uhr Moderator: Ralf Winter Dauer: 45 min Sprache: Deutsch Glenfis AG glenfis.ch Webinar SIAM

20 Next Steps Thank you for your participation! SIAM information: Webinar recording: Follow our blogs: Company site: and for agile topics: blog.itil.org Glenfis AG glenfis.ch Webinar SIAM

Vielen Dank Ralf Winter ralf.winter@glenfis.

21 Vielen Dank Ralf Winter Glenfis AG Badenerstrasse Zürich Schweiz +41 (0) (0) glenfis.ch shop.glenfis.ch blog.itil.org

Implementation of Service Integration in a Multiprovider Environment Using COBIT 5

Knowledge. Proficiency. Implementation Implementation of Service Integration in a Multiprovider Environment Using COBIT 5 MARTIN ANDENMATTEN / CISA, CGEIT, CRISC, ITIL Master Published in COBIT Focus 28