Slide deck for "Service Desk meets SIAM" webinar

1. Service Desk meets SIAM
Juha Berghäll
CEO
Service-Flow Corp.

2. Who is speaking
• Juha Berghäll
CEO & Co-Founder Service-Flow Corp.
• 15 years in practical ITSM
tooling and processes

3. About Service-Flow Corp.
Competence:
IT Service Management
Solution:
Software as a Service (SaaS)
Focus:
Service Integration
Role: OPERATOR
How we are different?
SOFTWARE COMPANY CLOUD INTEGRATION

4. Presentation is about
• Management of multi-sourced
IT environments
• Best pratices and our experience
on implementations
• Service-Flow solution

5. SIAM – The Objective
“The main goal of SIAM is to coordinate
internal and external suppliers and their
services in a cost-effective way to
achieve the end-to-end service levels
needed to support the goals of the
business functions.”

6. Multi-Sourcing
Service Buyer
-
SIAM Provider
Service Vendor 1 Subcontractor 1
Service Vendor 2
Service Vendor 3 Subcontactor 2

7. Service Desk(s) meet SIAM
• Process
• How to integrate processes?
• How to integrate data?
• Tools
• How to integrate different ITSM
tools?
• People
• How to enable smooth
cooperation between the Service
Providers (incl. internal IT)?

12. Characteristics of a succesfull SIAM
1. Data ownership (in own ITSM tool)
despite of outsourcing
2. Control and transparency
3. Freedom of choice

13. ”Service Provider is required to use
customer’s ITSM tool or integrate to it”

14. THE PROMISE

15. Service Integration Framework
Service
Towers
Application
Development
Tower
IT Operations
Tower
IT
Infrastructure
Tower
Data Centre
Tower
End User
Services
Tower
Application
Maintenance
Tower
Service
Tower - N
Network
Services
Tower
Business and Retained IT Organization
Service Integrator
Vendor
Management
Transformation
Management
Service
Management
Risk & Compliance
Management
SI Governance
Drive processes, collaboration and systems for optimal alignment of multiple service providers,
Delivering “End to End” services to achieve maximum business value
Program
Management
Ensure end to end
service delivery to
support business
needs
Maximize value from
vendors by optimizing
vendor base and
vendor performance
Ensure future
readiness by driving
achievement of target
architecture
Drive alignment across
programs and projects
for overall benefits
Safeguard organization
from business risks
through adequate
controls

16. Solution?
• Use vendor’s ITSM tools
• Use customer’s ITSM tools
• Try to integrate tools & processes

17. ”Our processes are defined and
we have ITSM tool in use...
…in addition we have
integration platform and ITSM
tool has an standard interface.
How hard can it be?”

18. REALITY
ITIL is not a standard
Standard web-API is NOT an integration
People, Process, Tools are custom made

19. Service-Flow Solution
”Keep your
own tools and data”
Service
Management
Ecosystem
VENDORS
CONNECTED
FAST
TO
IMPLEMENT
EASY
TO
MANAGE
READY
TO
USE

20. Service-Flow Users
Banking
& Insurance
Broadcasting Managed Service
Provider
Public Healthcare
GovernmentalManufacturing
& Retail

21. ?
End-Users
And
Customers
ITSM Tool
&
End-User Portal
SaaS for Service Integration
All Inclusive
Digitalizing and Automating ITSM Workflows
Service
Management
Tool
Service
Management
Tool
Service
Management
Tool
Service Desk
managing services
End-user making
requests
Service Providers managing
and providing services
Business Business Support
Services
Outsourced Services
SERVICE INTEGRATION
End-to-end Integration of ITSM tools, processes and
data

22. Service-Flow for Service Buyers
= Service-Flow Customer
= Service Provider
= Ecosystem and SaaS Subscription.
Freely definable connections between
End-points (support for SIAM)
Service Buyer
(S-F User)
Choose Your Service Providers and subscribe to Service-Flow
Service
Providers
• No integration development required
• Only one integration needed
• All-inclusive SaaS delivery model
• Flexible subscription based pricing
(per end-point)

23. Service-Flow
solution for
Service Providers
Enabling provisioning
of Service Partner offering
to the whole customer
base - no matter
what ITSM tool is used.
Service
Provider
(SIAM Provider)
Partners
Service Buyers
(End-Users)

24. Implementation example
(Tool-Process-Data for Incident Management)
Start to Finish in 1-2 weeks
Test
Approve
Change
ConfigureCONNECT PRODUCTIO
N
0,5-1 days 1-3 days
1-2 days
1 days
Change requests

25. Build or Use?
Build, develop and maintain Subscribe

26. Service Desk meets SIAM
1. Your business, your processes, your
tools
2. Define your own operational model
3. Present the model and use cases to
your suppliers and ask them to adapt
4. Focus on data you need to exchange
5. Avoid creating custom integration logic
for each and everyone

27. www.service-flow.com