1. Service Integration “You’re not throwing that over my fence !” Ken Goff Head of IT Service Integration

2. Recognise this ?... A Development Project Team beaver away in isolation developing a new service, then suddenly move it into Production, and then walk away onto a new Project

3. What’s wrong with that ? Support Organisation unprepared to run this unexpected new arrival New Service is unsupportable Business impacted when Support Organisation fail to provide the service

4. Is it a bird, Is it a plane ? No, it’s “Service Integration”

5. The Objectives of SI... Ensure … Services can meet Business SLA’s Ongoing costs are understood up front Deliverables are ‘fit-for-purpose’ Support Organisation is ready to run it Eliminate the “over-the-fence” scenario !

6. How do you do that ? Bridge the gap between Development Project Team and Support Organisation Integrate the two areas by assimilating requirements and raising awareness Remove the ‘us’ and ‘them’

7. Yes, but I said HOW ? Introduce someone into the Project who can sit between the two parties and act as an intermediary Someone who understands the Project Development Lifecycle AND the Support Organisation’s modus operandi

8. The Janus Man... The Service Integration Consultant looks both ways ; ACCEPTANCE - into the Project (from Support Organisation’s perspective) READINESS - into the Support Organisation (from the Project’s perspective)

9. What’s Acceptance ? Ensuring the new service is ACCEPTABLE to the Support Organisation –it is designed and built with ongoing service provision in mind –Support Organisation’s requirements are included in the solution

10. What’s Readiness ? Ensuring the Support Organisation is READY to run the new service –have adequate handover (knowledge/doco) –have required skills for newer solutions (training) –have adequate resources (staff, tools)

11. Remember... A Project’s Critical Success Factors are ; Service meets Business requirements Support Organisation is able to deliver service Benefits of new service are realised NOT just the first one !

12. The Ground Rules... Involvement begins at Project Start-Up Work with the Project Team, not against it Flexible and scaleable to fit Project size Add Value

13. So, here it is... The Service Integration Operating Model ; The SIOM provides a vehicle to support a tailored, consistent approach to assimilating new services through a common framework

14. Let’s see it then...

15. Start-Up & Initiation Impact Assessment –Estimate Initiation involvement : SI and Acceptance Reps –Estimate ongoing support costs and SLA impact Project Initiation –SI Approach –Support Organisation Requirements –Cost Benefit Risk Case –Estimates for Build involvement

16. Design & Build Design –Architectural/solution designs –Readiness plan –Service Variation Build –Progress deliverables –Readiness plan –Business Readiness plans

17. Testing Preparation –Test approach/strategy –Plans - map SOAR’s –Service rehearsal plans Execution –SOAR sign-off –Service rehearsal sign-off –Service variation sign-off

18. Go-Live & Warranty Implementation –Go/No-Go decision –Implementation plan approval –SLA’s Post-Go Live –Warranty agreement –Decommissioning –Outstanding fixes –Closure / Review

19. Is it easy ? Of course not, but it succeeds if ; Obtain buy-in (Projects & SO) Use experts Add value

20. And finally... We’re enhancing this all the time ; Creation of an automated ‘workflow’ tool Upskilling : specialist staff recruitment Process review