1. IBM Service Integration and Management Simplifying Business Complexities

2. Agenda
Service Integration and Management and it’s continued relevance in today’s hybrid IT climate
Industry facts reinforcing significance of Service Integration and Management
The shift to new IT models brings challenges
The need for an integrator
IBM Service Integration and Management can help
About IBM Service Integration and Management
The IBM advantage

3. Service Integration and Management practices remain integral as organizations strive to build an integrated supplier ecosystem for an efficient and responsive service delivery.
Service Integration and Management and it’s continued relevance in today’s hybrid IT climate

4. seamless service integration
The hybrid IT needs
seamless service integration
Business priorities as
Innovation
Faster Time to Market
are driving CTO to
Restructure and Redesign
their multi- sourced service environment
Service Integration and Management and it’s continued relevance in today’s hybrid IT climate

5. “The rate of outsourcing managed hybrid IT services will grow from 16% in 2017 to 37% by 2019 and Will Involve the use of multiple cloud options (private, hybrid, and public) requiring critical operational capabilities” 2
“The global SIAM market is expected to grow from USD 2,850.5 million in 2016 to USD 4,353.2 million by 2021, at a CAGR of 8.8%”1
Industry facts reinforcing significance of Service Integration and Management
“Over the next three years at least $3.1 billion of IT consulting services and 11.2 billion of systems integration services will be consumed building and implementing IoT solutions worldwide” 2
“30% of organizations’ outsourcing spending will go toward systems to support their initiatives around innovation accelerators such as IoT and cognitive, by 2021” 2
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1 MarketsandMarkets –Service integrations and Management Market Global forecast to 2021
2 IDC FutureScape : Worldwide Services 2018 Predictions

6. BLUE
R5 G18 B67
BLACK
R0 G0 B0
WHITE
R G B255
GRAY
R243 G243 B243
R G166 B255
R15 G B255
R5 G48 B173
TEAL
R0 G B182
PURPLE
R146 G76 B252
MAGENTA
R215 G48 B109
An unmanaged multi-supplier ecosystem can get counterproductive, divaricating IT from contributing to business goals
Deteriorating operational stability caused by deficient supplier collaboration
Slow pace of innovation and time to market
Degrading service quality with fluctuating service levels and higher cost of sourcing.
The shift to new IT models brings challenges
Siloed behavioral problems between vendors in a multi-sourcing environment can directly impact business performance and destabilize operations
The loss of transparency and control over processes and systems spread across multiple vendors create a non-agile environment, hampering turn around time
Lack of systemized vendor ecosystem causing slack in identifying cause of the problem in a multi-sourced environment, eventually results in higher cost of sourcing

7. Organizations need a service integrator who can seamlessly integrate and manage the diverse supplier ecosystem to ensure maximum business value
Enhance performance
Add more business oriented metrics to uplift current performance of IT
Optimize output
Drive more value from current suppliers
and services
Streamline processes
Streamline the sourcing and vendor management processes
(e.g. RFPs, risk assessments)
*RFP : Request for Proposal
Standardize delivery
Take a more measured and consistent approach to managing
projects /
services delivery that relies on multiple suppliers and services
Consistence Governance
Improve the ongoing supplier governance beyond the initial procurement phase
The need for an integrator

8. IBM Service Integration and Management can help you optimize the value of service delivery in a multi-sourced environment
IBM Service Integration and Management can help

9. Service Integration and Management is a rational approach to build an integrated multi-supplier ecosystem established on proven standards of collaboration and information exchange
IBM Service Integration and Management can help
An operating environment with predictable outcomes
A simplified and transparent business model
Faster and informed decision making
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10. IBM Service Integration and Management approach
PROCESS Define end to end processes and process interfaces
TOOLS Define service integrator toolset / integration layer
ORGANISATION Define organizational structure and responsibilities
INFORMATION Define information standards e.g. CDM
GOVERNANCE Define a governance structure
BUSINESS Define demand/supply structure with the business
BUSINESS
ORGANISATION
GOVERNANCE
PROCESS
TOOLS
INFORMATION
Service
IBM
IBM‘s approach to service integration and management is to define integration standards in six dimensions to create a multi-sourcing ecosystem
About IBM Service Integration and Management
The six dimensions together represent the IBM service integration framework
Service providers either comply with the
ecosystem standards or interface with them.
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11. IBM Service Integration and Management architecture overview
Built to provide end-to-end support for all ITIL processes and functional capabilities including integration of tools and consolidation of information and event management
About IBM Service Integration and Management
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12. IBM Service Integration and Management scope and features
The standard offering includes services for the following ITSM processes
Incident Management: Governance Only
Major Incident and Multi Vendor Incident Management: End-to-end support
Problem Management: End-to-end support
Change Management: End-to-end support
Configuration Management: One time Setting up and on going management
Service Level Management: Only Govern and Manage | Not Accountable
Request Fulfilment Management: Only Govern and Manage Escalations
Ticket Expansion Package: Additional Tickets over predefined volume cap Valid for one year from the date of purchase.
24X7 Expansion Pack: Applicable for customers requiring 24X7 support. Standard offering covers 9 hours a day, 5 days a week.
Process
Volume Supported
Incidents Per month
(Governance Only)
Small to Extra Large T-shirt size available.
To be estimated based on client’s environment
Major Incident/
Multi Vendor Incidents – Per Month
Problem Per Month
Change Per Month
Configuration Management
Service Level Mgmt.
Number of SLAs
Request Fulfilment Per Month (Governance Only)
About IBM Service Integration and Management

13. The IBM Service Integration and Management advantage
Single-pane-of- glass view reporting
A consolidated view of the performance of the ecosystem, giving customers a one pane view of business health and SLA attainment.
The service integration bus
Built using our in house APIs, it enables a seamless integration of the service providers with the customer's eco system in a multi-sourcing environment.
The collaboration platform
This adds networking capabilities across the organization on a standard platform and fosters innovation by incorporating knowledge management in the business processes.
IBM global standard and processes
Enables a well defined and structured governance management of the customer's IT estate that the eco system will adhere to.
IBM’s expertise in service delivery and integration
The IBM Service Integration and Management offering incorporates best practices gained through experience across industries and across customers.
The IBM advantage
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14. Next Steps
Download the IBM Service Integration and Management data sheet
For more information on IBM Global Financing, visit: ibm.com/financing
Contact your IBM representative to learn more about how IBM Service Integration and Management
Learn more about IBM Service Integration and Management on the marketplace
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© 2017 IBM Corporation
17 May 2019
IBM Services

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16. Trademarks and notes IBM Corporation 2018
IBM, the IBM logo, and ibm.com are registered trademarks, and other company, product or service names may be trademarks or service marks of International Business Machines Corporation in the United States, other countries, or both. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at
Other company, products and service names may be trademarks or service marks of others.
References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. This document is current as of the initial date of publication and may be changed by IBM at any time.
THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.
The client is responsible for ensuring compliance with laws and regulations applicable to it. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the client is in compliance with any law or regulation.
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