Yhteistyö SIAM-ympäristössä Unohda norsunluutornit! Tulevaisuus on heidän, jotka ymmärtävät yhteistyön mahdollisuuden Yhteistyö SIAM-ympäristössä Eija Laamanen Lead Product Manager Tieto eija.laamanen@tieto.com

How SIAM manages Demand & Supply Balance “Lack of management is central to the problems with multiple sourcing. 84% of companies do not have what they regard as a mature governance model.” Financial Times Service Integration Service Delivery / Service Providers Service Integration & Management Business Service Demand Supply Service Integration is the coordination and management of individual services from internal and/or external Service Providers; consolidating end-to-end services for end users such that these services meet business objectives and requirements for performance, quality and cost.

Different SIAM models 1 2 3 4 Customer Customer SIAM SIAM Service tower Service tower Service tower Service tower Service tower Service tower 3 Customer 4 Customer SIAM SIAM SIAM Service tower Service tower Service tower Service tower Service tower Service tower

Typical customer challenges Multi-vendor set-up Transparency & accountability Sourcing agility A lack of end-to-end and cross-Supplier service transparency Lack of clear reporting across service providers and outsourced bundles Unclarity in roles and responsibility leading to poor service experience Ability to ramp capacity/services up and down based on business demand Shorter time to market and early access to technology & partners High cost associated with service transitions Communication & compliance Service Excellence Lack of communication clarity and follow up to ensure common understanding Need for improved compliance to regulatory requirements Lack of real time visibility and reporting to ensure better service experience “Green SLAs, Red Faces”: Individual Supplier component services may be meeting SLA targets, but the business is experiencing disjointed services Lack of common approach towards continual service improvement

SIAM ready Organization & Governance Example Strategic steering Strategic level Align IT with the business Determine vision for cooperation in the future (Co-Strategy) Acting on market trends and opportunities Customer Tactical level: ensure the delivery fulfilment Ensuring contractual compliance Manage performance and SLA compliance Plan lifecycle management Arrange common supplier forums Arrange joint "demand management" forum Tactical steering Directives and guidelines Escalations Service tower supplier A Service tower supplier B Service integrator Operational level: Ensure the daily delivery Control of Services (Service Desk) Ensure that we use ITIL processes right E2E service forums that focus on specific service and performance in the delivery Introducing "joint" forums ( Improvement, Changes). Operational steering

Service Desk in multi supplier environment Customer SLA Ticket status Reporting Governance Continuous improvement OLA Escalations

Governance = Collaboration Principles of governance in SIAM Continuity Permanence Collaboration Goodwill Requirements for people in SIAM High moral Fairness Neutrality Responsibility Avoiding commercial approach