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Service Integration and Management (SIAM)
“Preparing to In-Source and Managing Suppliers”
Adrian Fonseca Senior Solution Consultant ServiceNow [email protected]
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Agenda
Trends, challenges and complexities of managing multiple suppliers
Where does SIAM fit
Key Takeaways and Q & A
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Trends, challenges & complexities of managing multiple suppliers
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The challenges / potential issues:
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Vicious Cycle – why we need to manage the supplier relationship
Source: Gartner: Outsourcing Trends 2013: Ease the Complexity When Integrating Multiple Cloud and Traditional IT Service Providers (February 2013)
Costs
Value
How do we stop this from occurring?
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Factors affecting the relationship and value?
Source: Gartner: Outsourcing Trends 2013: Ease the Complexity When Integrating Multiple Cloud and Traditional IT Service Providers (February 2013)
Increase Revenue
New Customers
Optimize Resources
Dominate Core Market
Penetrate Adj. Markets
Lower Costs
Leverage Economies Of
Scale
Focus on Core
Business
Augment Lacking Skills
Upgrade Technology
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SIAM / ITIL
Allows for the management of service providers in a constant and consistent way
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Ending the Vicious Cycle with SIAM
Source: Gartner: Outsourcing Trends 2013: Ease the Complexity When Integrating Multiple Cloud and Traditional IT Service Providers (February 2013)
Costs
Value
Shortened Cycles
Constant, Consistent assessment and feedback
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Preparing the Organization for SIAM
• Understand your current state
• Review the existing IT organization
• Assess existing tools for SIAM
• Look at existing suppliers through a business lens
• Consider your business drivers and vision
• Engage the business on customer experience
• Include all suppliers involved
• Talk to others and see what they are doing
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Key Takeaways
1. Be aware of complexities. Check out Kevin Holland’s whitepaper
2. Plan early. Don’t under-estimate OCM
3. Ensure the tools/toolsets are [SIAM] fit for purpose
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Lastly….
Come to see me in the exhibitor area for a chat – booth #1
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Thank You
Adrian Fonseca
Senior Solution Consultant
ServiceNow
