Enabled by. Manage. SIAM Function or SMO. Process. Tools. Process operation Roles

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3 The growing trend of organizations sourcing services from an expanding number of suppliers is akin to a restaurant managing its employees. As chefs, servers, cleaning crews, etc have their individual skillsets and ways of working, they jointly aim to provide to customers the finest food and customer experience possible--as governed by the restaurateur. Similarly, organizations may follow their own processes, but still have to deliver discrete individual components (servers, storage, network, etc.) to support and deliver an end to end service based on an agreed SLA to achieve a common purpose. Service integration and Management lets an organisation 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 Enabled BY Service Integration Service Management ITSM is driven by the ITIL framework. Considered as the standard; these are processes used to manage operations and the service lifecycle 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 SIAM Function or SMO Manage Enabled by Process Tools Operated by Process operation Roles ITIL (Information Technology Infrastructure Library) best practices and guidelines form the basic foundation of any SIAM function. But inherent to ITIL are certain limitations i.e. the guidelines only tell you the principles and best practices for processes, but leave out the how part. To be successful and effective, IT Service Management (ITSM) needs more than ITIL; it needs an implementable framework that expands ITIL guidelines to include others (such as COBIT and CMM) to make ITSM practical in real-world scenarios. Implementable ITSM also needs a strong technology platform, and the right skills and partnerships configure and manage the ITSM tools. Finally, successful SIAM implementations, much like a Michelin restaurant, needs an organization responsible for coordination, management, end-to-end service reporting, driving innovation. This is known as the "Service Management Office." In fact, today the prevalent trend is to outsource the SIAM function to capable Service Integrators (SIs) who bring with them implementable ITSM frameworks and the required technology expertise to create, run and manage successful SIAM implementations. Achieving service excellence through multi-provider harmony isn t a trivial task, as SIAM requires focused investment, execution and control. It requires multiple individuals, parties and organizations to be aligned to a single goal while doing what they do best, and in the best possible way. It requires the focus to shift from the creation of complexity to the consumption of simplicity. If this sounds like no mean task, bringing a smile to a customer's face never is; just ask the manager at any Michelin-starred restaurant.

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8 Operating-Level Agreement Business Context Service Integration and Management End-to-End Service Commitments Annexures and Schedules Introduction Service Desk Coordination Technology Environment and Standards Governance OLA Purpose and Objectives Service Operation Management Technology Environment and Standards OLA Change Management and Implementation Shared Values and Common Operating Principles Performance Management and Reporting End-to-End Service Levels and OLOs Common Operating Process Documentation Overarching Role of MSI/SIAM provider Service Knowledge Management Incentive and Penalties Toolsets and Messaging protocols SIAM MSI Suppliers Service Delivery Reviews Supplier Service Managers Operational Reviews up Suppliers Process Managers

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10 Track Record in Multisourced Environment Ability to Integrate Operations at First level Help Desk Ability to Deliver and Manage an End-to-End Service Ability to integrate cloud Service Brokerage Functions Experienced in managing multiple traditional and cloud Service providers Industrial-strength help desk capable of supporting of supporting an ecosystem of providers End-to-end service delivery quality including related end-toend performance reporting Automated service brokerage and orchestration functions. Service management framework Supports multivendor service portfolio/catalog. Collaborative service management of multiple providers. Toolsets for integration between cloud management platforms and CSB aggregation tools. Quality management framework Ability to establish, measure and enforce OLA Understanding of business objectives. Cross-platform integration toolkits for laas to apaas to SaaS layers, for example. Value-added governance frameworks and OLA templates NA Workable governance frameworks. Ability to Establish, measure and enforce extended OLA across IT and Cloud Service. OLA= Operational Level Agreement: MSI = Multisourcing Services Integrator: CSB = Cloud Services Brokerage. laas= Integration as a Service; apaas = Application Platform as a Service: N/A = Not Applicable For further information on CSB integration see Manage Your cloud services With the right Roles and Technologies (G ) and What IT leaders Need to Know About Cloud Services Integration: Proactively Address the Challenge (G ). Source: Gartner (August 2013)

11 Customer Business Divisions Business Unit 1 Business Unit 1 Business Unit 1 Commercial/ Contract Mgmt. Service Strategy & Design Service Integration & Management Service Transition Service Operation Demand Financial Management Contract Management Commercial Issue Management Supplier Risk and Contractual Compliance Demand Management Service portfolio management Service Catalogue Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Transition planning and Support Change Management Asset Management Configuration Management Release & Deployment Management Service Validation and Testing Knowledge Management Service Measurement and Reporting Continual Service Improvement & Innovation Service Desk Enterprise Operations Center (Monitoring) Event Management Incident Management including Major Incident Management Request Fulfillment Problem Management Access Management Supply Invoice Management Performance penalties and earn backs Commercial adjustments Partner Eco-System SIAM interface End User Services Supplier EUS Device Mgmt VDI and Citrix S/W Configuration and Distribution Mobile Device Mgmt Field Services etc SIAM interface Managed Network Services Supplier WAW Services LAN services Commo Network Services etc SIAM interface Hosting Service Supplier Data Center Hosting Physical Platform Virtual Platforms Mainframe etc Apps Development& Maintenance suppliers Other Supplier Ask Demand Supply Role-based access Enterprise self service Billing & Metering Payment Dynamic Service Store Reporting Service/ Asset View Appstore/ Marketplace Repeat Listen &Create ITSM Aggregation (HCL GBP) IT Business Mgmt Service Mgmt Office ESM Aggregation (HCL Event Mgmt GBP) Service Lifecycle Mgmt Asset & CI Aggregation (HCL GBP) Operational Integration Unified Service Desk & Command Center Cloud Aggregation (HCL My Cloud & My Workplace) Interface with PMO, VMO, EA Service Resell Service Intermediation Service Arbitrage Service Aggregation Service Creation & Publishing Adjust Service Provider Ecosystem IaaS Offerings PaaS Services SaaS Services Virtualization Physical Supplier A Supplier B Supplier C Supplier D Partner On Premise/ Cloud Services ITSM ESM ITSM ESM External On Premise/ Cloud Services ESM ITSM ESM Internal On Premise/ Cloud Services CMDB CMDB CMDB Implied OLA matrix

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13 Experience Multi-Provider Service Harmony with HCL SIAM Gold Blueprint BluePrint

14 Hello there! I am an Ideapreneur. I believe that sustainable business outcomes are driven by relationships nurtured through values like trust, transparency and flexibility. I respect the contract, but believe in going beyond through collaboration, applied innovation and new generation partnership models that put your interest above everything else. Right now 105,000 Ideapreneurs are in a Relationship Beyond the Contract with 500 customers in 31 countries. How can I help you? TM