Integrated Service Management

Integrated Service Management

Abstract

Integrated service delivery refers to a number of service providers working together to collaborate and coordinate their support, services and interventions to Customers. The focus of such delivery models is generally on end Customers, or Customer target groups, who have complex needs that cannot be met by playing by their strength. The strengths may be local presence, best of breed services , additional capacity and customer confidence , Low cost and high efficient proven services and statutory requirements . Some services however may be one time, but more typically, there will be a system developed that enables multiple service providers to meet or communicate and jointly refine & streamline value streams, and to provide ongoing coordination with common end goals and objectives. The primary purpose of integrated service delivery approaches is to improve outcomes for Customers. How this is achieved, and the factors that are important, will vary according to the service settings, service provider capabilities and specific needs of the Customers. In this document integrated service delivery and management is synonymously used as the standard industry term SIAM (Service Integration and Management).

Integrated Service Management

Integrated service delivery refers to a number of service providers working together to collaborate and coordinate their support, services and interventions to Customers. The focus of such delivery models is generally on end Customers, or Customer target groups, who have complex needs that cannot be met by playing by their strength. The strengths may be local presence, best of breed services (Like Services of Penetration testing), additional capacity (Example is taking members from external vendors for services like Testing) and customer confidence (Customer is confident on BI Services of some specific Service Provider and may insist to include in the set of on the specific service providers) , Low cost and high efficient proven services and statutory requirements . Some services however may be one time, but more typically, there will be a system developed that enables multiple service providers to meet or communicate and jointly refine & streamline value streams, and to provide ongoing coordination with common end goals and objectives. The primary purpose of integrated service delivery approaches is to improve outcomes for our Customers. How this is achieved, and the factors that are important, will vary according to the service settings, service provider capabilities and specific needs of the Customers. In this document integrated service delivery and management is synonymously used as the standard industry term SIAM (Service Integration and Management).

Some of the major parameters include:

  • Improving communication between service providers to monitor progress of customer’s business and Operational changes and be more responsive to these.
  • Identifying areas of duplication, working at cross-purposes, or what is creating confusion for Customers about who is doing what. In other words, customer should always know who is the one person or team that is accountable
  • Developing one Integrated Plan for the Customer which includes the work being delivered by all providers with full clarity on individual and end goals, deadlines, SLAs, KPAs and other parameters. The integrated plan may also include actions and responsibilities the Customer agrees to do.
  • Building understanding and capacity between the service providers – Establishing the common understanding and practices in such a way that the services will be ensuring the one brand of services and enable all the service providers work together consistently, more effectively collaborate with each other in their service delivery. Some examples include
    • Arranging visibility and access to all practice frameworks to adopt and follow
    • Documenting and making aware of legal and funding limitations
    • Visibility to End SLAs along with individual SLAs along with the visibility to the progress of dependent tasks to adjust the timelines and meet the end date collectively
  • Identifying Setbacks and system issues that may result in to issues for the customer, and for services in their efforts to meet Customer needs. The model must accommodate identification of Customer groups or requirements that may come under function and system gaps. The mechanism should be in such a way that such issues are brought to the notice of the sponsors and decision makers so the right team from customer can address the gaps.
  • · Development of robust and clear process that helps assess the progress and performance of services in all the value streams with visibility to the customer

Definitions

      • Stakeholder: The person or the body which is impacted by the decisions taken and the services that are performed
      • KPI:Key Performance indicator. In the context of this document, the metric that measures the performance of the entire service group as well as the individual service provider as part of the Integrated service delivery model.
      • SLA: Service level agreement. The level of service agreed under different possible circumstances are defined as SLAs. Usually it is combination of response and resolution times against each issue, possibility of impact and criticality of the issue.
      • Service management: The body responsible for managing the delivery of IT services from within a Service Provider, as described in the core ITIL publications.
      • Service provider: An organization or team providing one or more specific IT based services to the business. It can be either internal or external to the business organization.
      • Service integration: A set of practices and an accompanying model and approach that adapt and augment the guidance for managing, governing, and coordinating the delivery of services provided by multiple suppliers (internal and external to the business organization and integrated service Provider’s team & partners).
      • Service integration and management (SIAM): SIAM has the same meaning as Service Integration. SIAM is a term that is used as an abbreviation for Service Integration and Management, and is also used to describe a service capability for Service Integration and Management, or a function providing that capability. Governance in this publication is the application of techniques for evaluating, directing and monitoring to deliver the agreed levels of service and meet business and corporate requirements.
      • Systems integration: SI function is responsible for getting solutions, differing technologies, applications and infrastructure to work together, with a focus on technology integration. Implementation of SIAM models often requires some element of Systems Integration, but it is important to understand the differences between the two definitions.
      • Tower: A set of services typically determined by technology type or by specific applications, provided by one or more suppliers, for example, a Mainframe Tower which provides applications that run on a particular mainframe technology. It is preferable in a SIAM context to use the term ‘service’ rather than Tower, as SIAM models can be applied to any grouping of services, irrespective of any technology.
      • Service line: The grouping of services under SIAM management and governance, grouped by either business function (Business service line) such as Retail or technology (Technology service line) such as Oracle TechStack. Defining and maintaining services, service boundaries and service lines is part of the key to effective SIAM.
      • Business: The organization that commissions the SIAM. This is not necessarily same as the customer who buys an IT service and may be a different organization to the one that pays for the SIAM.

Integrated Service Delivery Model – Most possible functions

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