Book on ADOPTING SERVICE INTEGRATION AND MANAGEMENT FOR YOUR BUSINESS

Book on ADOPTING SERVICE INTEGRATION AND MANAGEMENT FOR YOUR BUSINESS

Content

CHAPTER 1: OVERVIEW                                                                                              
1.1.    Current Market Dynamics                                                                                     
1.2.    Introduction to Service Integration & Management (SIAM)                                        
1.3.    Why SIAM?                                                                                                         
1.3.1.    Multi-Supplier Environment Related Challenges                                              
1.3.2.    Merger & Acquisition and Demerger & Spin-Off Related Challenges                 
1.3.3.    Other Challenges                                                                                        
1.3.4.    Benefits                                                                                                     
1.4.    Service Management & SIAM                                                                                

CHAPTER 2: SETTING GROUND FOR SIAM                                                                 
2.1.    Building The Business Case                                                                                 
2.2.    Stakeholder Analysis                                                                                           
2.3.    Return On Value (ROV)                                                                                        
2.4.    Obtaining Approvals                                                                                             
2.5.    A Snapshot Of Typical Business Case                                                                   

CHAPTER 3: THE SIAM FLUID-PUMP MODEL                                                                          
3.1.    The Model                                                                                                           
3.2.    Components Of SIAM Fluid-Pump Model                                                               
3.2.1.    Strategy Plane                                                                                            
3.2.1.1.    Base Planks                                                                                     
3.2.1.1.1.    Market Demands                                                                
3.2.1.1.2.    Business Needs                                                                 
3.2.1.2.    Strategic Engines                                                                              
3.2.1.2.1.    Strategy Engine                                                                  
3.2.1.2.2.    Policy Engine                                                                     
3.2.1.2.3.    Process Engine                                                                  
3.2.1.3.    Governance Shaft                                                                              
3.2.2.    Integration Plane                                                                                         
3.2.2.1.    Integration Pump                                                                               
3.2.2.1.1.    Process Processor                                                             
3.2.2.1.2.    People Processor                                                               
3.2.2.1.3.    Tools & Systems Processor                                                
3.2.2.1.4.    Governance Processor                                                        
3.2.2.2.    Supplier Containers                                                                            
3.2.2.3.    Resource Fluids                                                                                 
3.2.2.3.1.    People Fluid                                                                       
3.2.2.3.2.    Technology Fluid                                                                 
3.2.2.3.3.    Knowledge Fluid                                                                  
3.2.2.3.4.    Integrated Services Fluid                                                     
3.2.2.3.5.    Feedback Fluid                                                                  
3.2.2.4.    Fluid Pipes                                                                                        
3.2.2.4.1.    People Pipe                                                                        
3.2.2.4.2.    Process Pipe                                                                      
3.2.2.4.3.    Knowledge Pipe                                                                  
3.2.2.4.4.    Service Integration Pipe                                                       
3.2.2.4.5.    Reporting & Feedback Pipe                                                 
3.2.2.5.    Catalogues                                                                                        
3.2.2.5.1.    Supplier Catalogue                                                              
3.2.2.5.2.    Integrated Catalogue                                                           
3.2.3.    Services Plane                                                                                            
3.2.3.1.    Catalogues                                                                                        
3.2.3.1.1.    Business Service Catalogue                                                
3.2.3.2.    Service Absorbers                                                                             
3.2.4.    Feedback Components                                                                                
3.2.4.1.    Feedback Processor                                                                          
3.2.4.2.    Buses                                                                                               
3.2.4.2.1.    Feedback & Tuning Bus                                                      
3.2.4.2.2.    Strategy Bus                                                                      
3.2.4.3.    Tuning Signals                                                                                   

CHAPTER 4: GOVERNANCE ORGANIZATION FOR SIAM                                              
4.1.    SIAM Executive Committee                                                                                  
4.2.    SIAM Governance & Advisory Boards                                                                    
4.2.1.    Strategic Governance and Advisory Board                                                     
4.2.2.    Risk Governance and Advisory Board                                                
4.2.3.    Security Governance & Advisory Board                                                         
4.2.4.    Innovation & Improvement Council                                                                 
4.2.5.    Asset Management Governance & Advisory Board                                         
4.2.6.    Program Governance & Management Board                                                  
4.2.7.    Technology & Enterprise Architecture Council                                               
4.3.    SIAM Steering Committee                                                                                    
4.4.    SIAM Service Management Office (SSMO)                                                 

CHAPTER 5: SETUP SIAM FLUID-PUMP MODEL                                                          
5.1.    Setup SIAM Programme                                                                                       
5.1.1.    Scoping                                                                                                     
5.2.    SIAM Deployment                                                                                                
5.2.1.    SIAM Knowledge Management System (SIAMKMS)                                      
5.2.1.1.    Strategic Information System (SIS)                                                     
5.2.1.2.    Portfolio Management Information System (PMIS)                                
5.2.1.3.    Policy & Process Management System (PPMS)                                   
5.2.1.4.    Regulatory & Compliance Mgmt. Information System (RCMIS)               
5.2.1.5.    Supplier & Contract Management Information System (SCMIS)              
5.2.1.6.    Service Level Management Information System (SLMIS)                       
5.2.1.7.    Service Improvement Management System (SIMS)                               
5.2.1.8.    Security Management Information System (SMIS)                                             
5.2.1.9.    Configuration Management Information System (CoMIS)            
5.2.1.10.  Asset Management Information System (AsMIS)                                  
5.2.1.11.  Availability Management Information System (AMIS)                             
5.2.1.12.  Capacity Management Information System (CMIS)                                
5.2.1.13.  Business Continuity Management Information System (BCMIS)             
5.2.1.14.  Change Evaluation & Review System (CERS)                                       
5.2.1.15.  Release Management System (RMS)                                                   
5.2.1.16.  Testing Management System (TMS)                                                    
5.2.1.17.  Catalogue Management System (CaMS)                                              
5.2.1.18.  Incident & Problem Management System (IPMS)                                  
5.2.1.19.  Event Management System (EMS)                                                      
5.2.1.20.  SIAM Feedback System (SIAMFS)                                                     
5.2.1.21.  Performance Management System (PMS)                                            
5.2.1.22.  Customer Experience Management System (CEMS)                             
5.2.1.23.  Federated Knowledge Base (FKB)                                                       
5.2.2.    Systems Supporting Fluid-Pump Model                                                        
5.2.3.    Processes Supporting Fluid-Pump Model                                                      
5.2.4.    Deployment Phases                                                                                    
5.2.4.1.    Requirement Gathering & Consolidation                                               
5.2.4.2.    Publish SIAM Charter                                                                         
5.2.4.3.    Policy Definition                                                                                 
5.2.4.4.    Process Design & Standardization                                                      
5.2.4.5.    Service Modelling                                                                               
5.2.4.6.    Architect SIAM System                                                                      
5.2.4.7.    Governance Design                                                                            
5.2.4.8.    Governance Setup                                                                             
5.2.4.9.    Tools Selection, Development, Integration & Deployment                      
5.2.4.10.  Trainings & Communication                                                                
5.2.4.11.  SIAM Go-Live                                                                                    
5.2.4.12.  Passing The Baton                                                                            

CHAPTER 6: RUNNING THE FLUID-PUMP MODEL                                                        
6.1.    Manage & Maintain Strategic Engines                                                                   
6.1.1.    Strategy Engine                                                                                          
6.1.2.    Policy Engine                                                                                             
6.1.3.    Process Engine                                                                                          
6.2.    Maintaining Governance Shaft                                                                               
6.3.    Manage & Maintain Integration Pump                                                                     
6.3.1.    Process Processors                                                                                    
6.3.2.    People Processors                                                                                      
6.3.3.    Tools & Systems Processors                                                                       
6.3.4.    Governance Processor                                                                                
6.4.    Manage and Maintain Supplier Containers                                                              
6.5.    Manage and Maintain Resource Fluids                                                                   
6.5.1.    People Fluids                                                                                             
6.5.2.    Knowledge Fluid                                                                                         
6.5.3.    Technology Fluid                                                                                         
6.5.4.    Integrated Services Fluid                                                                              
6.5.5.    Feedback Fluid                                                                                           
6.6.    Manage and Maintain Fluid Pipes                                                                          
6.7.    Manage and Maintain Catalogues                                                                          
6.8.    Manage and Maintain Feedback Processor                                                
6.9.    Manage and Maintain Buses                                                                                 
6.10.  Managing Service Absorbers                                                                                 
6.11.  On-board To & De-board From SIAM                                                                      
6.11.1.  Technology                                                                                           
6.11.2.  Services                                                                                               
6.11.3.  Suppliers                                                                                              
6.11.4.  Business/Organization                                                                          

APPENDIX                                                                                                                   
APPENDIX A: Ensuring Success Of SIAM Through CSF & KPIs                                       
APPENDIX B: Value Realization Through SIAM                                                               
APPENDIX C: Steps To Calculate ROI, TCO and TCC                                                      
C.1. RoI Calculation                                                                                                
C.2. TCO Calculation                                                                                               
C.3. TCC Calculation                                                                                               
APPENDIX D: Sourcing Options of SIAM Roles                                                               
APPENDIX E: Processes of SIAM                                                                                  
E.1. SIAM Process Framework                                                                                
E.2. SIAM Process & System Relationship                                                               
APPENDIX F: Templates                                                                                               
F.1. Stakeholder Matrix                                                                                           
F.2. Technology Matrix                                                                                            
F.3. Supplier Performance Matrix                                                                             
F.3.a. Supplier Dependency Matrix                                                                      
F.4. Knowledge Matrix                                                                                             
F.4. a. Knowledge Scarcity Matrix                                                                       
F.4. b. Knowledge Article Matrix                                                                         
F.5. People Experience & Expertise Matrix                                                                           
F.6. Resourcing & Skill Matrix                                                                                  
APPENDIX G: Abbreviations                                                                                          

APPENDIX H: Bibliography                                                                                             

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