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Enterprise SIAM design and delivery

Summary

  • The Authority’s vision is to have more operational control over its critical and unique services. The Authority’s strategy to achieve and maintain its vision is to build a cross-defence Enterprise Service Integration and Management (E-SIAM) capability to seamlessly integrate and manage Managed Service Providers (MSPs) across Defence Digital.
  • The Operational Service Management (OSM) programme was stood up to build the foundations across People, Process and Tools to prepare and deliver the Authority’s strategy of cross-defence E-SIAM.

Challenge

Challenge

  • Siloed ITSM processes, neither working together nor aligned to ITIL and heavily reliant on manual workarounds.
  • MSPs delivering to different Authority ITSM process versions and not contracted to update process in line with version updates.
  • No common ITSM tooling set nor a common method to integrate into Authority tooling. MSPs using different methods of integration, resulting in a mixed landscape of manual and automated processes.
  • BAU Service Management teams’ adversity to change and limited feeling of empowerment or confidence to challenge suppliers on performance to get the best possible service.
  • Large programme with several complex moving parts
  • Tooling not fully developed for all ITSM processes

Solution

Solution

  • Defined the E-SIAM Target Operating Model to position the Authority as the SIAM and accountable owner of service
  • Designed and delivered ITIL aligned ITSM processes and Service Management Framework (SMF) setting out the rules of the road and ensuring processes were integrated and working together (i.e. incident, problem, change, SACM)
  • Designed and delivered ITSM tooling (BMC Remedy and Common Integration Layer) CIL) for better management of service and visibility of service
  • Enhanced circa 300 MSP contractual obligations to align to E-SIAM obligations, SMF rules of the road, Authority ITSM processes and automated tooling solution
  • Designed a service with a common user experience across devices and classifications
  • Developed a design to eliminate vendor lock-in through common integration layer

Result

Result

  • Authority embedded as Service Integrator and accountable for service with better visibility and management. Introducing coherence, alignment and consistency across the ITSM and technical landscape.
  • ITSM tooling is scalable, standard, fit for the future and consistent for end users across devices and classifications
  • Authority given a clear end to end picture of tools, architecture and data across the environment allowing for comprehensive performance monitoring and holding suppliers to account for delivered services
  • MSPs delivered to a standard set of ITSM processes which seamlessly work together and ensure better end user experience
  • MSP on and off boarding through the common integration platform efficient and repeatable