Service Transformation (SIAM)

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)