Integrate TodayEnabling Service Integration and

Management (SIAM)

SaaS for Service Integration

#SIAM #ITSM #ecosystem #SaaS #Cloud

• Service-Flow Corp. is a software company specialized in developing and producing SaaS for Service Integration.

• Service-Flow SaaS solution enables easy Service Integration by simplifying the way Service Buyers and Vendors integrate tools and processes.

Service-Flow Corp.

• Industrialized Low-Cost IT Services to Transform the IT Services Market• Chief information officers (CIOs) should consider adopting industrialized, low-

cost IT services (ILCS) to reduce the cost of “running the business”,

• 10 Key Actions to Reduce IT Infrastructure and Operations Costs by as Much as 25 Percent• Action 7: Push Down IT Support• Action 8: Streamline IT Operations• Action 10: Optimize Multi-sourcing

• Worldwide IT Services Revenue Declined 5.3 Percent in 2009– "Their priorities changed and their business focus rushed from aggressive sales

or tactical revenue acquisition to strategies designed to simply maintain revenue levels, keep a handle on costs and manage profitability."

Market Landscape & Trends by Gartner

Control&TransparencyVendor lock-in

One Vendor Multiple Vendors

Fixed service model Continous Service Improvement

Centralized Service Management ToolVendor’s tools

Process integrationAd-hoc integration

Service Integration and Management (SIAM)

Service management tool

Service management tool

Service management tool

Service Vendors

Service Buyers

Service management tool

Traditional ”Everybody adapts” Point-to-Point approach

@

FTP

SOAP✗ Expensive

✗ Complex

✗ High TCO

✗ Unmanaged

1. Manual work in Service Management

2. Control and transparency issues

3. Integration related problems

4. Service Delivery and Quality issues

Challenges in Multi-Vendor/Customer Environment

Ready-to-Use

Fast-to-Implement

Easy-to-Manage

Vendors connected

Service Management

Ecosystem

Service-Flow Solution for Service Integration

”Keep your own tools”

CENTRALIZED INTEGRATION

MANAGEMENT & TOOLS

READY-MADEVENDOR

CHANNELS

READY-MADEITSM

ADAPTERS

Service management tool

Service management tool

Service management tool

Service Vendors

Service Buyers

Service management tool

Service-Flow SaaS for Service Integration

Control & Transparency

Service Automation

Continuous Service Improvement

Enhanced Service Delivery

Cost Savings

Service-Flow Path to Cost Savings

Traditional Integrations vs. Service-Flow

TECHNICAL IMPLEMENTATION

PROCESS IMPLEMENTATION

TECHNICAL IMPLEMENTATION

PROCESS IMPLEMENTATION

30%

70 %

Traditional Integration Project Service-Flow

Ready

No integration development needed

No Software or Hardware needed

All necessary tools build-in

Fast

Ready-made ITSM Adapters

Service Vendors connected

Delivered in days, not weeks

Managed

End-to-end availability 24/7, 99,9%

Centralized view and management tools to all

service integrations

Build-in error management and easy change management

Cost-EfficientContinuous integration

application and infrastructure delivery,

maintenance and development

Flexible Pay-per-Use SaaS delivery model

Save up to 50 % in Service Integration TCO and focus on processes,

not on technology

Why Service-Flow SaaS?

Implementation, Support and Maintenance

Implementation

• Process integration• Technical integration• Process and

technology adaptation

Support

• 1st line support• End-to-End availability• Error handling• Change management

Maintenance

• ITSM Systems maintenance

• Integration systems maintenance

• Integration’s Development

• Integration Change management

Core Elements of Integration Implementation, Support and Maintenance

Integration delivery, what’s the difference?

Service-Flow SaaS ”All-inclusive”

Integration Management

Integration Monitoring

Integration Availability

Application Maintenance

Application Development

Infrastructure maintenance

Infrastructure development

Traditional IntegrationsIntegration Development & Support

Application maintenance and development

Infrastructure maintenance and development

Software Service• Pay-per-Use Subscription based

pricing• Continous delivery with SLA• Management included• Multi-Vendor/Customer Ready

Investment• Development costs?• Maintenance costs?• Infrastructure costs?• Availability?• Support?

Set-Up and Implementation

• Professional Services for Service-Flow implementation

• Project Management• Process definitions• Use case workshops• Technical set-up

Management Services

• 1st line support• Error handling• Proactive integration

monitoring and maintenance

• Integration change management

Software as a Service

• Continous Maintenance

• Continuous Development

• Continuous Delivery, 99,9%

• End-to-end Monitoring

• 2nd line Partner Support

Service-Flow Delivery Model

Provided by Certified Partners Provided by Service-Flow

1-n days depending on use cases

• Connection Set-Up• Message type and content

definitions• Category mapping• Required network

definitions

Connection

• Connection testing and minor changes

• Ready for production acceptance

Testing • Production usage starts• Support according to

delivery model and related agreements

Production

Service-Flow Delivery Example

• Scoping• Process definitions• Roles and responsibilities

Process

• Drawing the use cases• Use case acceptance

Use cases • Implementation of use cases and logic in Service-Flow

• Ready for production acceptance

Set-Up

• Partner provides continuous support and development

Continuous Development

Process Track

Technical Track

Typical duration 1-5 days

• OP-Pohjola Group is Finland’s largest financial services group. It provides its customers with the best loyalty benefits and the most extensive and diversified range of banking, investment and insurance services. The Group has three business segments: Banking, Life Insurance, and Wealth Management. The Group is made up of some 180 independent member cooperative banks. OP-Pohjola Group employs 12 000 people.

• Challenge: In order to gain control and transparency over its outsourced it-services from three separate service vendors, service integration was needed. All vendors were required to adapt to common use cases defined by OP-Pohjola. Reliability of the integrations and data security were in high priority.

• Solution: OP-Pohjola utilizes Service-Flow for connecting its Service Management system to relevant service vendors Service Management systems. The adopted set-up enables true Service Integration and Management (SIAM) model where service vendors are required to collaborate in order to provide the required services to OP-Pohjola. With Service-Flow each of the parties can adapt and integrate their processes and tools without having to build other party/system specific integration logic. And despite of the complex multi-vendor environment, process and tool changes can be implemented without any breaks in service processes. Vendor integrations are also monitored and maintained 24/7 with 99,9% availability.

References

• LocalTapiola Group is a customer-owned group consisting of three insurance companies: LocalTapiola General, LocalTapiola Life and LocalTapiola Pension. It also includes LocalTapiola Asset Management Ltd, LocalTapiola Bank Plc and LocalTapiola Real Estate Asset Management. Currently LähiTapiola employs a total of approximately 4000 people.

• Challenge: Merger of Tapiola and Lähivakuutus, all IT services outsourced to two separate service providers.

• Solution: LähiTapiola utilizes Service-Flow for connecting its IT service providers to LähiTapiola’s incident and service request processes which run in different service management systems. Thanks to Service-Flow ITSM Integration Service, parties got to keep their own Service Management tools and have only one connection for connecting to other parties in the Service Supply Chain. Most importantly, LähiTapiola has now full control and visibility to delivered services and ticket flows are fully automated. Currently over 100 000 messages are sent and received monthly via Service-Flow

References

• MTV MEDIA brings you the most wanted electronic services in Finland. MTV MEDIA operates ten TV channels. MTV MEDIA is owned by the media company Bonnier AB. Founded in 1804, Bonnier is a Swedish family-owned corporation owning 175 companies in more than 16 countries. Bonnier’s areas of business include corporate magazines, newspapers, books, periodicals, cinema and music in addition to electronic media. Bonnier employs a total of approximately 11,000 people.

• Challenge: A lot of manual of work in user access request management. Requests sent manually to a service provider. Tracking of the requests difficult and time consuming.

• Solution: MTV utilizes Service-Flow for connecting their Service Management system to their Service Providers Service Management system. Set-up enables automated ticket creation in both systems, automated status updates and ticket follow-up and reporting.

References

www.service-flow.com