Implementing Capacity Management within SIAM

(Service Integration & Management)

Amrit Bhattacharya

amrit.bhattacharya@accenture.com
amrit_infi@yahoo.co.in

https://no.linkedin.com/pub/amrit-bhattacharya/16/2a1/586
2
 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

Copyright © 2015 Accenture All rights reserved. 3

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.

Copyright © 2015 Accenture All rights reserved. 4

 SIAM Generic Model
INTERNAL INTERNAL
SUPPLIER SUPPLIER

BUSINESS ORGANIZATION

SERVICE INTEGRATOR

External External Internal

SUPPLIER SUPPLIER SUPPLIER

MANAGED 3rd Parties MANAGED 3rd Parties

Copyright © 2015 Accenture All rights reserved. 5

 Our Engagement Model

Copyright © 2015 Accenture All rights reserved. 6

 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 SERVICE LEVEL

MANAGEMENT MANAGEMENT

Copyright © 2015 Accenture All rights reserved. 7

 Vendor/Supplier Management co-ordination

SUPPLIER SUPPLIER

Multi-Supplier co-ordination Governance Meeting

SERVICE INTEGRATOR

Escalations Service Availablity

Vendor Performance Service Levels

SUPPLIER SUPPLIER

Copyright © 2015 Accenture All rights reserved. 8

 2014         2014         2014         2014         2015         2015         2015         2015         2015         2015         2015         2015         2015        
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 § Availability
VK02 98,9 99,9 99,7 100 99,9 99,9 99,9 99,9 99,3 99,6 99,9 100 100
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
Reports
VK04 96 100 100 100 100 100 100 100 99,9 99,6 100 99,8 100
VK06 99,8 99,9 100 100 100 98,4 96,9 100 100 99,6 99,9 100 100 § Verify
VK07 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100
VK08 100 100 100 100 99,9 100 100 100 99,8 100 100 100 100
VK09 99,1 99,8 99,9 100 99,9 99,8 100 100 99,3 100 100 100 100 § Collating
VK10 91,4 99,0 98,9 99,6 98,8 99,3 99,0 97,8 98,9 98,3 99 98 99,3
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
§ Publishing
VK05 99 98,9 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 § Standard Template
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 99,9 100 100 99,9 97,9 99,0 100 99,8 99,6 99,0 100 100
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 99,6 100 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

Copyright © 2015 Accenture All rights reserved. 9

 Prioritized Systems
System _ID System _Name Baseline 2014-10 2014-11 2014-12 2015-01 2015-02 2015-03 2015-04 2015-05 2015-06 2015-07
S001 ABC 95 % 98,9 98,1 98,7 99,6 75.1 98,4 99,4 99,4 98,1 98,4
S002 CDE 98 % 98,9 99,9 99,7 100 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 99,6 75.1 98,4 99,4 99,4 98,1 98,4
S006 ZYZ 85 % 100 100 98 99,9 100 100 100 99,8 100 100
S007 MNO 95 % 99 98,9 98,1 98,7 94 98 98,4 99,4 99,3 99,4

§ System Availability

§ Vendor Meetings

§ CSIP

Copyright © 2015 Accenture All rights reserved. 10

RISKS
§ In-effective Change & Release
management

§ Poor or faulty processes

§ Management Burn out

§ Unclear roles and responsiblities

Copyright © 2015 Accenture All rights reserved. 11

REWARDS
§ Good Governance

§ Better Performance

§ Reduction in cost

§ User satisfaction

Copyright © 2015 Accenture All rights reserved. 12

Copyright © 2015 Accenture All rights reserved. 13
 Focus Areas

Where & How

Whom to reach

Interpret Scope

Reporting
Stake holders

Tracking

Copyright © 2015 Accenture All rights reserved. 14

 INPUTS SCOPE OUTPUTS
• Hardware,Software & Network Change Management
Problem Management • Capacity Monitoring, Analysis on systems & Usage Data
• Performance Tuning
Service Desk Release Management
• Planned campaigning
• Component Assesment
System Monitoring & • Demand that comes from the business and ensuring that Capacity Plan
Measurement the supply is in place when the business needs it.
• End to end Service capacity
Assesments Meetings • Identify capacity issues through Coordinating,
Collaborating & communicating with the different
New AD Projects processes & vendors.
• Assesment before Major releases
Availablity Management • Capacity Planning for New systems

STAKEHOLDERS

Business Organization SI- XXX

Demand- Business Organization Mxxx – Service Integrator
Delivery- Business Organization Supplier 1
Supplier 2
Copyright © 2015 Accenture All rights reserved. 15
 Sub-processes and Scope
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:

- 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

Copyright © 2015 Accenture All rights reserved. different processes and vendors. 16
 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.

Copyright © 2015 Accenture All rights reserved. 17

 Reporting progress

Copyright © 2015 Accenture All rights reserved. 18

 Highlevel Framework
BUSINESS ORGANIZATION
Business   Capacity  
DEMAND FLOW CAMPAIGNS,
Management
NEW SERVICES , INCOMMING
BUSINESS

Component  Capacity   Service  Capacity  

Management Management

BI-WEEKLY
MEETING(SI)

Business
 Organization  (SPOC)

Capacity  Plan
SI
 Capacity  Manager
Supplier  1 Supplier  2
 AO&BO  Team  AM  Team
SERVICE DESK
PROBLEM
MANAGEMENT
Business Organization Monitoring &
Measurement
Service Integrator

Supplier(s)
Supplier  2 19
Copyright © 2015 Accenture All rights reserved.
 Capacity  Manager
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.

Copyright © 2015 Accenture All rights reserved. 20

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

Copyright © 2015 Accenture All rights reserved. 21

22