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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Multi-sourcing IT is becoming a standard
The multi-supplier eco system was typical, cloud is making it a standard
An estimated 60 percent of large companies currently outsource to four or more
suppliers1
• Multi-supplier outsourcing is driven by a combination of factors –including the desire
to tap individual vendors for particular areas of expertise as well as the aim of
avoiding vendor lock-in
By 2014 CIOs will have lost effective control of 25% of their organizations’ IT
spending3
• CIOs need to keep control of their organization and the services delivered
through effective governance & operational control of service delivery
By 2015, 40% of the most successful CIOs will use cloud sourcing to cut costs and
generate new revenue in order to out perform competitors 2
• A multi-supplier eco system WILL be the default in the future, in fact
1 BCG it exists 3today –
2 Forrester
2 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
there is simply no escaping it. Gartner
Different Needs, Different IT Operating Models
Shared Service Service
Standalone Service Integrator Broker
Legacy Shared Service Hybrid Service Open Market
Standalone Delivery Delivery Service
Transform Transform Transform Delivery
IT Operating Model
Architecture
Reference
Process Model
Information Model
Foundational Technology Integration
Analysts predict enterprise cloud services will be used by eight out of 10 of the Fortune 1,000
companies
4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The challenge of managing suppliers
Why does IT need to worry about optimising a multi supplier eco system
“Successful multi-sourcing requires establishing SIAM (Service Integration and
end-to-end visibility, reporting, and accountability Management)
for services that are delivered by multiple
Major benefits of a new operating model to
suppliers.” manage a multi-vendor outsourcing
Bill Martorelli, Forrester Research Inc., September 2011.
Busines Busines
environment:
s s
Business 25-30% improvement in speed of
Demand & Demand & implementation and supplier onboarding
Supply Chain Supply Chain
Service (Forrester)
Orchestration
Internal Delivery
Internal Delivery
Single
Supplier
Supplier
External
External
Cost Cost
(Gartner)
25% 15%
A“right sourced” multi-vendor delivery
model which includes cloud should lead
to savings of 40%. (Gartner)
Flexibility
5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Multi-sourcing challenges
Increases IT complexity, costs and
Lack of multi-supplier integration resource inefficiencies
Inability to measure and manage Threatens service quality levels and accountability
services and suppliers
6 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Multi-sourcing complexity
IT must provide and manage all IT services, no matter the source
Business
units
Clear responsibilities
Demand Service sourcing
and accountability strategy
CIO
CIO
Compliance and
security
Service assurance
and quality
? Visibility of the
service portfolio
Cost effective,
predictable service
usage
Services
Internal organization External suppliers
In-house Data Private Workplace Hosted Outsourced Cloud Communication
applications centers cloud services services services services services
services
7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The emerging role of the service integrator
New roles and requirements
Business units IT organization Suppliers
• Specify demand and define • Govern and control end-to- • Deliver services according to
requirements end service delivery of contract and standards
• Agree on service levels performing suppliers • Operational management of
(SLAs) • Define IT Service strategy services in scope
• Pay for service consumption and align demand with • Provide information and
business report on service
• Capture and analyze
business demand
• Identify sourcing options and
select service suppliers
• Monitor SLAs and report
performance to business
through business-impact
metrics
8 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The HP Supplier Integration Solution
Framework
Transforming to a new IT operating model ...
SIAM Operating model
Lines of Business Business Users components
Service integration & management
Obligations, policies and roles
Demand & Supply Chain
Service Orchestration
Processes, goals and metrics
Operational Integration
10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP SIAM—Service Integration and Management
capability model
SIAM provides a single framework for
governing and managing
multi-supplier ecosystems
Demand & Supply Chain
Service Orchestration
Operational Integration
11 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP SIAM transformation stages
Q uick
Roles
Process
ITIL Reference
aRACI
nd
Best
Interpreta Ca rds
Responsibilities
MPra
a trix
ctice
tions
Incident Co-ordina tor
SO 0
SO 2 .1 .1 7 SO 2 .1 .1 1 SO 0 .4 .1 1 SO 2 .1 .8
Customer / Monitoring
Assign Assign Review
Incident to
Group
Incident to
Group
Close
Interaction Start rejected
Incident
O pera tor information
User
Interaction Tools
· Management
Registers Incidents based on an event and assigns them to the
ITIL Best Practice Level 1 correct support group.
SO 2 .2 .1 2 .2 .2 SO 2 .2 .8
Process
Incident complete No
Review Incident and correctly Reject Incident
information assigned?
Overview SO 0
Service Desk Agent
Yes
SO 1
·
SO 2 .2 .3 SO 2 .8 .3
Register Interactions
Interaction based Assign
on Analyst
contact
Incident to with user
Yes
Event
Re-assignment
required?
· Match Management
SO 2 .1
Management
user Interaction to Incidents, Problems, Known Errors,
or Knowledge document
· Incident Logging
SO 2 .2 .4
· Report andIncident
verify a solution Accept
to a Incident
user
Incident
· MonitorManagement
Service Level Agreement (SLA) targets of all Incidents
Assignment
registered and escalate, if required SO 2 .3 .1
Quick
Level 4
Reference
W ork Instructions and Procedures
Cards
www.hp.com/go/SIAM
www.hp.com/go/hpswprofessionalservi
ces
www.hp.com/go/hpexperts
www.hp.com/go/software
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.