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Implementing Capacity Management within SIAM (Service Integration & Management)
Amrit Bhattacharya
Amrit Bhattacharya [email protected] [email protected] https://no.linkedin.com/pub/amrit-bhattacharya/16/2a1/586
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3 Copyright © 2015 Accenture All rights reserved.
T Topics
SIAM- Service Integration and Management § What is SIAM § Example of SIAM Model § ITIL processes – Peer to Peer illustration § Vendor Management § Service Reporting § Capacity Management § Coordination, communication and collaboration. § Take away
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What is SIAM
§ SIAM is a sourcing strategy used to manage and govern multi vendor/supplier environment
§ Capability & set of practices. § It is an approach. § It complements every part of ITIL. § Trust based.
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SIAM Generic Model
SERVICE INTEGRATOR
BUSINESS ORGANIZATION
External SUPPLIER
External SUPPLIER
Internal SUPPLIER
INTERNAL SUPPLIER
INTERNAL SUPPLIER
MANAGED 3rd Parties MANAGED 3rd Parties
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Our Engagement Model
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Peer to Peer illustration
Service Integrator Suppliers
CO-LOCATION TEAM (FUNCTION)
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
CAPACITY MANAGEMENT
SERVICE LEVEL MANAGEMENT
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
CAPACITY MANAGEMENT
SERVICE LEVEL MANAGEMENT
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Vendor/Supplier Management co-ordination
SUPPLIER SUPPLIER
SUPPLIER SUPPLIER
SERVICE INTEGRATOR
Multi-Supplier co-ordination Governance Meeting
Service Availablity Service Levels
Escalations Vendor Performance
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§ Availability Reports
§ Verify
§ Collating § Publishing
§ Standard Template
2014 2014 2014 2014 2015 2015 2015 2015 2015 2015 2015 2015 2015 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
VK01 98,4 99,3 99,6 99,8 99,3 99,4 99,7 98,0 99,0 95,0 99,7 97,7 99,2VK02 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6 99,9 100 100VK03 98,8 99,9 99,7 99,9 99,8 99,8 98,9 98,7 98,9 99,3 98,9 99,7 99,2VK04 96 100 100 100 100 100 100 100 99,9 99,6 100 99,8 100VK06 99,8 99,9 100 100 100 98,4 96,9 100 100 99,6 99,9 100 100VK07 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100VK08 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100VK09 99,1 99,8 99,9 100 99,9 99,8 100 100 99,3 100 100 100 100VK10 91,4 99,0 98,9 99,6 98,8 99,3 99,0 97,8 98,9 98,3 99 98 99,3VK11 98,0 97,1 99,2 99,8 99,5 99,1 99,8 98,2 99,3 99,0 99,8 97,9 99,6VC Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
VK05 99 98,9 98,1 98,7 97,6 97,9 98,4 99,4 99,4 98,1 98,4 99,4 99,6VK13 98,4 99,4 99,2 99,4 99,4 99,3 99,6 99,3 99,6 98,7 99,6 99,4 99,8VK14 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,4 99,9 99,5 99,7VK16 98,1 99,7 99,2 99,6 99,5 99,8 99,8 99,7 99,2 99,5 99,8 99,5 99,3VK17 99,8 99,9 100 100 99,9 97,9 99,0 100 99,8 99,6 99,0 100 100VK18 99,1 99,4 99,7 99,7 98,8 99,7 99,5 98,3 99,5 99,2 99,5 99,5 96,6VK19 91,5 99,3 99,5 99,7 99,5 99,5 98,8 99,3 99,1 99,0 98,8 98,1 98,0VK20 98,1 99,7 99,2 99,9 99,5 99,8 99,8 99,7 99,2 99,5 99,8 99,5 99,3VK21 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,4 99,9 99,5 99,7VK22 99,7 99,8 99,8 99,6 99,2 99,8 99,3 99,1 99,7 99,3 99,3 99,9 99,8VK25 99,5 99,2 99,6 100 99,9 99,9 98,9 99,6 99,1 99,3 98,9 99,8 96,9VK26 98,1 99,2 99,6 99,6 99,8 99,8 98,9 99,5 99,0 99,9 98,9 99,8 96,9
VC
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§ System Availability
§ Vendor Meetings
§ CSIP
System _ID System _Name Baseline 2014-10 2014-11 2014-12 2015-01 2015-02 2015-03 2015-04 2015-05 2015-06 2015-07S001 ABC 95 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4S002 CDE 98 % 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6S003 FGH 97 % 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,6S004 IJK 96 % 98,1 99,7 99,2 99,6 99,5 99,8 99,8 99,7 99,3 99,6S005 LMN 75 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4S006 ZYZ 85 % 100 100 98 99,9 100 100 100 99,8 100 100S007 MNO 95 % 99 98,9 98,1 98,7 94 98 98,4 99,4 99,3 99,4
Prioritized Systems
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RISKS § In-effective Change & Release
management
§ Poor or faulty processes
§ Management Burn out
§ Unclear roles and responsiblities
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§ Good Governance
§ Better Performance
§ Reduction in cost
§ User satisfaction
REWARDS
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Focus Areas
Where & How
Whom to reach
Interpret Scope
Stake holders
Reporting
Tracking
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• Hardware,Software & Network • Capacity Monitoring, Analysis on systems & Usage Data • Performance Tuning • Planned campaigning • Component Assesment • Demand that comes from the business and ensuring that
the supply is in place when the business needs it. • End to end Service capacity • Identify capacity issues through Coordinating,
Collaborating & communicating with the different processes & vendors.
• Assesment before Major releases • Capacity Planning for New systems
INPUTS
Problem Management Service Desk System Monitoring & Measurement Assesments Meetings New AD Projects Availablity Management
Change Management Release Management Capacity Plan
OUTPUTS SCOPE
Business Organization Demand- Business Organization Delivery- Business Organization
SI- XXX Mxxx – Service Integrator Supplier 1 Supplier 2
STAKEHOLDERS
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Business Capacity Management: - Demand that comes from the business/ future business requirements
- Ensure that future business requirements are addressed by the next two sub-processes
Scope: Demand from the business
Campaigning
Coordinating, Collaborating & communicating with business
Assesment before Major releases
Capacity planning for new systems
Service Capacity Management: - Understanding the end to end service
- Providing management control and prediction of the performance of the operational IT services.
Scope: Capacity Monitoring, Analysis on systems(Fixed & Mobile) & Usage Data
Component Capacity Management:
- Component level utilization
- Closely Monitoring all the IT Components for systems providing a specific service.
Scope: Component Assesment
Performance Tuning
Identify capacity issues through Coordinating, Collaborating & communicating with the
different processes and vendors.
Sub-processes and Scope
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Reporting progress
§ Current state of capacity Management
§ Progress on the component
capacity assesments § Updates on business
capacity front § A list of all the capacity
activities undertaken over the past.
§ The graph below the number of new, ongoing and closed avtivities over the period 7 months
§ This report is presented to the client every month.
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Reporting progress
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Highlevel Framework
SERVICE DESK PROBLEM
MANAGEMENT Monitoring & Measurement
BI-WEEKLY MEETING(SI)
BUSINESS ORGANIZATION DEMAND FLOW CAMPAIGNS, NEW SERVICES , INCOMMING
BUSINESS
Supplier 2 AM Team
Supplier 1 AO&BO Team
Supplier 2 Capacity Manager
SI Capacity Manager
Business Organization (SPOC)
Service Capacity Management
Business Capacity Management
Component Capacity Management
Capacity Plan
Business Organization
Service Integrator
Supplier(s)
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Communication: § It is a key function in management as it connects people & processes § A two way process of reaching to a mutual understanding.
Co-ordination: § It is another key function in management
§ It is an act of putting things together in order.
§ A proper co-ordination helps an orgination to achive a specific objective.
Collaboration: § It is another important function which is a cooperative arrangament between
two or more parties working for a common goal.
§ It helps in knowledge sharing and resolving conflicts.
Communication, Co-ordination & Collaboration
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• Awareness on SIAM • People & culture • Importance of vendor management & coordination • Implementing capacity management in a multi-vendor environment • Activities involved for effective Component capacity management
• Three magical words: Communication, Co ordination & Collaboration
Take Away Take away
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