© 2015 ServiceNow All Rights Reserved 1 [email protected] itSMFnz 2015
Service Integration and Management (SIAM)
“Preparing to In-Source and Managing Suppliers”
Adrian Fonseca Senior Solution Consultant ServiceNow [email protected]
© 2015 ServiceNow All Rights Reserved 2 [email protected] itSMFnz 2015
© 2015 ServiceNow All Rights Reserved 3 [email protected] itSMFnz 2015
Agenda
Trends, challenges and complexities of managing multiple suppliers
Where does SIAM fit
Key Takeaways and Q & A
© 2015 ServiceNow All Rights Reserved 4 [email protected] itSMFnz 2015
Trends, challenges & complexities of managing multiple suppliers
© 2015 ServiceNow All Rights Reserved 6 [email protected] itSMFnz 2015
The challenges / potential issues:
© 2015 ServiceNow All Rights Reserved 7 [email protected] itSMFnz 2015
Vicious Cycle – why we need to manage the supplier relationship
Source: Gartner: Outsourcing Trends 2013: Ease the Complexity When Integrating Multiple Cloud and Traditional IT Service Providers (February 2013)
Costs
Value
How do we stop this from occurring?
© 2015 ServiceNow All Rights Reserved 8 [email protected] itSMFnz 2015
Factors affecting the relationship and value?
Source: Gartner: Outsourcing Trends 2013: Ease the Complexity When Integrating Multiple Cloud and Traditional IT Service Providers (February 2013)
Increase Revenue
New Customers
Optimize Resources
Dominate Core Market
Penetrate Adj. Markets
Lower Costs
Leverage Economies Of
Scale
Focus on Core
Business
Augment Lacking Skills
Upgrade Technology
© 2015 ServiceNow All Rights Reserved 10 [email protected] itSMFnz 2015
SIAM / ITIL
Allows for the management of service providers in a constant and consistent way
© 2015 ServiceNow All Rights Reserved 12 [email protected] itSMFnz 2015
Ending the Vicious Cycle with SIAM
Source: Gartner: Outsourcing Trends 2013: Ease the Complexity When Integrating Multiple Cloud and Traditional IT Service Providers (February 2013)
Costs
Value
Shortened Cycles
Constant, Consistent assessment and feedback
© 2015 ServiceNow All Rights Reserved 13 [email protected] itSMFnz 2015
Preparing the Organization for SIAM
• Understand your current state
• Review the existing IT organization
• Assess existing tools for SIAM
• Look at existing suppliers through a business lens
• Consider your business drivers and vision
• Engage the business on customer experience
• Include all suppliers involved
• Talk to others and see what they are doing
© 2015 ServiceNow All Rights Reserved 16 [email protected] itSMFnz 2015
Key Takeaways
1. Be aware of complexities. Check out Kevin Holland’s whitepaper
2. Plan early. Don’t under-estimate OCM
3. Ensure the tools/toolsets are [SIAM] fit for purpose
© 2015 ServiceNow All Rights Reserved 18 [email protected] itSMFnz 2015
Lastly….
Come to see me in the exhibitor area for a chat – booth #1
© 2015 ServiceNow All Rights Reserved 19 [email protected] itSMFnz 2015
Thank You
Adrian Fonseca
Senior Solution Consultant
ServiceNow