Implementing Capacity Management within SIAM (Service Integration & Management) Amrit Bhattacharya

Transcription

1 Implementing Capacity Management within SIAM (Service Integration & Management) Amrit Bhattacharya

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3 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 3

4 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. 4

5 SIAM Generic Model INTERNAL SUPPLIER INTERNAL SUPPLIER BUSINESS ORGANIZATION SERVICE INTEGRATOR External SUPPLIER External SUPPLIER Internal SUPPLIER MANAGED 3rd Parties MANAGED 3rd Parties 5

6 Our Engagement Model 6

7 Peer to Peer illustration Service Integrator Suppliers CO-LOCATION TEAM (FUNCTION) PROBLEM MANAGEMENT PROBLEM MANAGEMENT CHANGE MANAGEMENT CHANGE MANAGEMENT CAPACITY MANAGEMENT CAPACITY MANAGEMENT SERVICE LEVEL MANAGEMENT SERVICE LEVEL MANAGEMENT 7

8 Vendor/Supplier Management co-ordination SUPPLIER SUPPLIER Multi-Supplier co-ordination Governance Meeting SERVICE INTEGRATOR Escalations Vendor Performance Service Availablity Service Levels SUPPLIER SUPPLIER 8

9 VC 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, ,9 99,9 99,9 99,9 99,3 99,6 99, 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 VK ,9 99, ,8 100 VK06 99,8 99, ,4 96, ,6 99, VK , , VK , , VK09 99,1 99,8 99, ,9 99, , VK10 91,4 99,0 98,9 99,6 98,8 99,3 99,0 97,8 98,9 98, ,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 VK ,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 97,9 99, ,8 99,6 99, 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, ,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 Availability Reports Verify Collating Publishing Standard Template 9

10 Prioritized Systems System _ID System _Name Baseline S001 ABC 95 % 98,9 98,1 98,7 99, ,4 99,4 99,4 98,1 98,4 S002 CDE 98 % 98,9 99,9 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, ,4 99,4 99,4 98,1 98,4 S006 ZYZ 85 % , , S007 MNO 95 % 99 98,9 98,1 98, ,4 99,4 99,3 99,4 System Availability Vendor Meetings CSIP 10

11 RISKS In-effective Change & Release management Poor or faulty processes Management Burn out Unclear roles and responsiblities 11

12 REWARDS Good Governance Better Performance Reduction in cost User satisfaction 12

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14 Focus Areas Where & How Whom to reach Interpret Scope Reporting Stake holders Tracking 14

15 INPUTS Problem Management Service Desk System Monitoring & Measurement Assesments Meetings New AD Projects Availablity Management SCOPE 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 OUTPUTS Change Management Release Management Capacity Plan STAKEHOLDERS Business Organization Demand- Business Organization Delivery- Business Organization SI- XXX Mxxx Service Integrator Supplier 1 Supplier 2 15

16 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: Sub-processes and Scope - 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. 16

17 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. 17

18 Reporting progress 18

19 Highlevel Framework BUSINESS ORGANIZATION DEMAND FLOW CAMPAIGNS, NEW SERVICES, INCOMMING BUSINESS Business Capacity Management Component Capacity Management Service Capacity Management BI-WEEKLY MEETING(SI) Business Organization (SPOC) Supplier 1 AO&BO Team Business Organization Service Integrator Supplier 2 AM Team SI Capacity Manager SERVICE DESK PROBLEM MANAGEMENT Monitoring & Measurement Capacity Plan Supplier(s) Supplier 2 Capacity Manager 19

20 Communication, Co-ordination & Collaboration 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. 20

21 Take Away Take away 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 21

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