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Implementing Capacity Management within SIAM
(Service Integration & Management)
Amrit Bhattacharya
https://no.linkedin.com/pub/amrit-bhattacharya/16/2a1/586
3
4Copyright © 2015 Accenture All rights reserved.
T Topics
SIAM- Service Integration and Management
What is SIAM
Example of SIAM Model
ITIL processes – Peer to Peer illustration
Vendor Management
Service Reporting
Capacity Management
Coordination, communication and collaboration.
Take away
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What is SIAM
SIAM is a sourcing strategy used to manage and
govern multi vendor/supplier environment
Capability & set of practices.
It is an approach.
It complements every part of ITIL.
Trust based.
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SIAM Generic Model
SERVICE INTEGRATOR
BUSINESS ORGANIZATION
External
SUPPLIER
External
SUPPLIER
Internal
SUPPLIER
INTERNAL
SUPPLIER
INTERNAL
SUPPLIER
MANAGED 3rd PartiesMANAGED 3rd Parties
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Our Engagement Model
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Peer to Peer illustration
Service Integrator Suppliers
CO-LOCATION TEAM
(FUNCTION)
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
CAPACITY MANAGEMENT
SERVICE LEVEL
MANAGEMENT
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
CAPACITY MANAGEMENT
SERVICE LEVEL
MANAGEMENT
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Vendor/Supplier Management co-ordination
SUPPLIER SUPPLIER
SUPPLIER SUPPLIER
SERVICE INTEGRATOR
Multi-Supplier co-ordination Governance Meeting
Service Availablity
Service Levels Escalations
Vendor Performance
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Availability
Reports
Verify
Collating
Publishing
Standard Template
2014 2014 2014 2014 2015 2015 2015 2015 2015 2015 2015 2015 2015
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
VK01 98,4 99,3 99,6 99,8 99,3 99,4 99,7 98,0 99,0 95,0 99,7 97,7 99,2
VK02 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6 99,9 100 100
VK03 98,8 99,9 99,7 99,9 99,8 99,8 98,9 98,7 98,9 99,3 98,9 99,7 99,2
VK04 96 100 100 100 100 100 100 100 99,9 99,6 100 99,8 100
VK06 99,8 99,9 100 100 100 98,4 96,9 100 100 99,6 99,9 100 100
VK07 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100
VK08 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100
VK09 99,1 99,8 99,9 100 99,9 99,8 100 100 99,3 100 100 100 100
VK10 91,4 99,0 98,9 99,6 98,8 99,3 99,0 97,8 98,9 98,3 99 98 99,3
VK11 98,0 97,1 99,2 99,8 99,5 99,1 99,8 98,2 99,3 99,0 99,8 97,9 99,6
VC Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
VK05 99 98,9 98,1 98,7 97,6 97,9 98,4 99,4 99,4 98,1 98,4 99,4 99,6
VK13 98,4 99,4 99,2 99,4 99,4 99,3 99,6 99,3 99,6 98,7 99,6 99,4 99,8
VK14 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,4 99,9 99,5 99,7
VK16 98,1 99,7 99,2 99,6 99,5 99,8 99,8 99,7 99,2 99,5 99,8 99,5 99,3
VK17 99,8 99,9 100 100 99,9 97,9 99,0 100 99,8 99,6 99,0 100 100
VK18 99,1 99,4 99,7 99,7 98,8 99,7 99,5 98,3 99,5 99,2 99,5 99,5 96,6
VK19 91,5 99,3 99,5 99,7 99,5 99,5 98,8 99,3 99,1 99,0 98,8 98,1 98,0
VK20 98,1 99,7 99,2 99,9 99,5 99,8 99,8 99,7 99,2 99,5 99,8 99,5 99,3
VK21 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,4 99,9 99,5 99,7
VK22 99,7 99,8 99,8 99,6 99,2 99,8 99,3 99,1 99,7 99,3 99,3 99,9 99,8
VK25 99,5 99,2 99,6 100 99,9 99,9 98,9 99,6 99,1 99,3 98,9 99,8 96,9
VK26 98,1 99,2 99,6 99,6 99,8 99,8 98,9 99,5 99,0 99,9 98,9 99,8 96,9
VC
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System Availability
Vendor Meetings
CSIP
System _ID System _Name Baseline 2014-10 2014-11 2014-12 2015-01 2015-02 2015-03 2015-04 2015-05 2015-06 2015-07
S001 ABC 95 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4
S002 CDE 98 % 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6
S003 FGH 97 % 99,3 99,9 99,2 99,8 99,2 99,8 99,9 97,7 99,3 99,6
S004 IJK 96 % 98,1 99,7 99,2 99,6 99,5 99,8 99,8 99,7 99,3 99,6
S005 LMN 75 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4
S006 ZYZ 85 % 100 100 98 99,9 100 100 100 99,8 100 100
S007 MNO 95 % 99 98,9 98,1 98,7 94 98 98,4 99,4 99,3 99,4
Prioritized Systems
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RISKS
In-effective Change & Release
management
Poor or faulty processes
Management Burn out
Unclear roles and responsiblities
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Good Governance
Better Performance
Reduction in cost
User satisfaction
REWARDS
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Focus Areas
Where & How
Whom to reach
Interpret Scope
Stake holders
Reporting
Tracking
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• Hardware,Software & Network
• Capacity Monitoring, Analysis on systems & Usage Data
• Performance Tuning
• Planned campaigning
• Component Assesment
• Demand that comes from the business and ensuring that
the supply is in place when the business needs it.
• End to end Service capacity
• Identify capacity issues through Coordinating,
Collaborating & communicating with the different
processes & vendors.
• Assesment before Major releases
• Capacity Planning for New systems
INPUTS
Problem Management
Service Desk
System Monitoring &
Measurement
Assesments Meetings
New AD Projects
Availablity Management
Change Management
Release Management
Capacity Plan
OUTPUTSSCOPE
Business Organization
Demand- Business Organization
Delivery- Business Organization
SI- XXX
Mxxx – Service Integrator
Supplier 1
Supplier 2
STAKEHOLDERS
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Business Capacity Management:
- Demand that comes from the business/ future business requirements
- Ensure that future business requirements are addressed by the next two sub-processes
Scope: Demand from the business
Campaigning
Coordinating, Collaborating & communicating with business
Assesment before Major releases
Capacity planning for new systems
Service Capacity Management:
- Understanding the end to end service
- Providing management control and prediction of the performance of the operational IT services.
Scope: Capacity Monitoring, Analysis on systems(Fixed & Mobile) & Usage Data
Component Capacity Management:
- Component level utilization
- Closely Monitoring all the IT Components for systems providing a specific service.
Scope: Component Assesment
Performance Tuning
Identify capacity issues through Coordinating, Collaborating & communicating with the
different processes and vendors.
Sub-processes and Scope
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Reporting progress
Current state of capacity
Management
Progress on the component
capacity assesments
Updates on business
capacity front
A list of all the capacity
activities undertaken over
the past.
The graph below the number
of new, ongoing and closed
avtivities over the period 7
months
This report is presented to the
client every month.
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Reporting progress
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Highlevel Framework
SERVICE DESK
PROBLEM
MANAGEMENT
Monitoring &
Measurement
BI-WEEKLY
MEETING(SI)
BUSINESS ORGANIZATION
DEMAND FLOW CAMPAIGNS,
NEW SERVICES , INCOMMING
BUSINESS
Supplier 2 AM Team
Supplier 1 AO&BO Team
Supplier 2 Capacity Manager
SI Capacity Manager
Business Organization (SPOC)
Service Capacity Management
Business Capacity Management
Component Capacity Management
Capacity Plan
Business Organization
Service Integrator
Supplier(s)
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Communication:
It is a key function in management as it connects people & processes
A two way process of reaching to a mutual understanding.
Co-ordination:
It is another key function in management
It is an act of putting things together in order.
A proper co-ordination helps an orgination to achive a specific objective.
Collaboration:
It is another important function which is a cooperative arrangament between
two or more parties working for a common goal.
It helps in knowledge sharing and resolving conflicts.
Communication, Co-ordination & Collaboration
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• Awareness on SIAM
• People & culture
• Importance of vendor management & coordination
• Implementing capacity management in a multi-vendor environment
• Activities involved for effective Component capacity management
• Three magical words: Communication, Co ordination & Collaboration
Take Away Take away
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