Viewdeck

Service Transformation (SIAM)

Summary

  • Expert skills and resources in Service Integration and Management (SIAM) based service delivery, and Transformation in a Cloud/ICT managed service environment
  • Moving traditional in-house or single supplier service models to federated, Cloud based multi-vendor estates
  • Intelligent Customer Function (Design and Implementation), Organisation Redesign around outsourced and towered delivery

Features

i

Experience from practical and real transformation

l

Service Performance, Contract Management, Supplier and Procurement transformation

SIAM, Tower/federated environments, Service Assurance

Performance Measurement and Systems of Measurement, Service Portfolio Management

Understanding the existing Roles and transforming the service organisation

v

Clearly Identifying the Service Targets, and the Systems of Measurement,

Joined up service experience , Once and Done, Single Customer View

Simplification, standardisation and commoditisation of Services

Benefits

  • Measuring and Managing delivery based on outputs
  • Control service levels in the towers and between suppliers/business
  • Driving down cost of delivery, and cost of ownership
  • Creating a Shared Vision of the Service Delivery Model
  • Managing Service Integration Governance, Service Integration Organisation
  • Strategic tooling and systems to manage hybrid delivery models
  • Providing Multi-vendor seamless end to end services
  • Integration with SOC/Cyber Security where applicable
  • Service and contract aligned CMDB and asset modelling

Our Service Transformation and Design experience comes from practical and real transformation within both the private sector and Central Government, supporting some of the largest ICT Transformation programmes. Service Integration and Management (SIAM) based service delivery looks to move from legacy/single supplier service models, or layered (eg 1st, 2nd, 3rd line) service structures to service towers, where the client owns the responsibility and contractual obligations of delivery. By owning the responsibility for delivering a joined up experience, the client provides the integration between these towers (eg Desktop/End User Computing, Hosting, Networking etc). In house client functions retain the business relationship, the demand requirement, and through the SIAM service deliver a joined up integrated service delivery.

Moving traditional in-house or single supplier service models to federated, multi-vendor estates, with loose coupling and clear service towers provides a range of challenges. Measuring and Managing delivery, based on outputs rather than inputs , while at the same time setting up and coordinating the knowledge management functions to enable the transformation of core ITIL based activities, Viewdeck brings practical experience and real skills to this complex area. Performance and Contract Management is key, ensuring towers provide capabilities in line with business needs and expectations. We look to work with you to identify and deliver the key outcomes needed to achieve success in the implementation of SIAM :

  • Creating a Shared Vision of the Service Delivery Model
  • Understanding the existing Roles and transforming the organisation to meet the new delivery responsibilities
  • Clearly Identifying the Service Targets, and the Systems of Measurement, used to control the service levels with the towers, between the suppliers and with the business
  • Integrating the business experience into a joined up service experience (‘Once and Done’, Single Customer View etc)
  • Driving down cost of delivery, and cost of ownership through the simplification, standardisation and commoditisation of Services, (eg through joined up Self Service Catalogue)

 

Key Capabilities

Intelligent Customer Function (Design and Implementation)

Organisation Redesign around outsourced and towered delivery

Service and Procurement transformation

Service Integration and Management Services (SIAM), in towered/federated environments

Service Assurance

Performance Measurement (KPIs, Pis) and Systems of Measurement

Service Portfolio Management

Service Management

Our Service Management capabilities are designed to help strengthen the relationship between IT and business stakeholders. Viewdeck can provide the skills necessary to effectively assess, manage, measure and control your IT service delivery, using best practise methodologies and principles from ITIL®, and by incorporating industry standards such as those outlined in ISO 20000, COBIT and the Capability Maturity Model (CMMi) frameworks. This helps provide the right tools to deliver the highest-quality and most cost-effective services that are appropriately aligned to the needs of the business.

Our Experience

At Viewdeck, we provide a range of skills and experience to help you meet your Service Strategy, Service Design, Service Transition and Operational goals. Our team has real experience in delivering Service capabilities across a wide range of UK Public Sector clients.

Tag Cloud: TLv3, MSP, PRINCE2, Managing Successful Programmes. Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Service Transition, Change Management, Incident Management, Problem Management, SC, DV

Key Processes: COBIT, MSP, PRINCE2, ITILv3, ISO 20000