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Everything About Service Integration And Management (SIAM) - Part 3 of 4 - SIAM Model - Process Frameworks - ITIL, COBIT Or VeriSM

Sept. 27, 2022

Everything About Service Integration And Management (SIAM) - Part 3 of 4 - SIAM Model - Process Frameworks - ITIL, COBIT Or VeriSM

Special Interview With Claire Agutter (@ClaireAgutter)

Everything About Service Integration And Management (SIAM) - Part 3 of 4 - SIAM Model - Process Frameworks - ITIL, COBIT Or VeriSM

How Does ITIL Fit Into SIAM? How To Get Ahead With ITSM? Whether ITIL, COBIT, or VeriSM right for the organization and professionals?

Claire Agutter is Director at Scopism & ITSM Zone, having over two decades of rich experience in ITSM.

In this part, she takes a deep dive the best practices & process frameworks used in SIAM model, i.e., ITIL, COBIT and VeriSM, what could be the best approach. Don't miss Claire’s inspirational and insightful answers to the question asked by our community audience.

In the concluding part (upcoming), she will explain the state of AI, Virtual Agents, and Conversational IT in the SIAM model, and what could be the best approach. Don't miss her inspirational advice for women in tech.


Special Interview With Claire Agutter (@ClaireAgutter)

Everything About Service Integration And Management (SIAM) - Part 3 of 4 - SIAM Model - Process Frameworks - ITIL, COBIT Or VeriSM

How Does ITIL Fit Into SIAM? How To Get Ahead With ITSM? Whether ITIL, COBIT, or VeriSM right for the organization and professionals?

Claire Agutter is Director at Scopism & ITSM Zone, having over two decades of rich experience in ITSM.

In this part, she takes a deep dive the best practices & process frameworks used in SIAM model, i.e., ITIL, COBIT and VeriSM, what could be the best approach. Don't miss Claire’s inspirational and insightful answers to the question asked by our community audience.

In the concluding part (upcoming), she will explain the state of AI, Virtual Agents, and Conversational IT in the SIAM model, and what could be the best approach. Don't miss her inspirational advice for women in tech.

Learn and Grow, With AITSM Show!!!

Transcript

Anand Tambey: So, how do we actually go with having a common process, maybe it would be ITIL or is there any other framework also you use for SIAM?

Claire Agutter: So, I, I guess we, we tend to call it service management rather than ITIL, but a lot of SIAM models will be built on what we would recognize as ITIL processes and the distinction with SIAM is then how do we apply those ITIL processes across the multiple service providers? So, if we think for example of our end-to-end incident management you know, I gave the example earlier on about tickets bouncing around between different service providers.

It's the sort of the SIAM and the service integrator element that helps to resolve that and, and kind of tracks that. So, in order to do that from a service management perspective, what we need to have is, unified targets as well. So, you know, our end-to-end instant management process might have four-hour resolution time for priority one incidents.

But in order for that to be effective, all of the different service providers have to understand that and have to engaged. So, for example, if that ticket does go to a service provider and they say, actually, this isn't us, you know, we think it's company B over there. They need to be turning that around incredibly quickly.

They can't sit on that for two hours because when that goes then to the second service provider, they've only got two hours left of this, this four-hour resolution time. So, the kind of the nested targets need to be there. And again, it's just setting those expectations. So, problem management is another one.

You know, the service integrator will be active in trying to resolve things that, you know, maybe it's not clear where the problem is? We need multiple service providers involved with this. But again, that the service provides themselves. You know, some of them may be working with ITIL processes and they've got problem records and another database.

You might have another organization that's operating in a more agile way and they're checking these things through the backlog. Again, it shouldn't matter as long as they're plugging that information into the end-to-end process. And I worked for our national health service quite it's going back a few years now, but in their SIAM model and, what I was doing was sitting down, you know, whether it was weekly, biweekly because something had happened with multiple service providers around the table, CSC, Fujitsu, Accenture, and having that conversation, having that understanding of, you know, this is the information we need.

What are you working on? How does that link to what this team's doing over here. It's service management processes that we would all recognize. But they're not fast onto the service providers, the service providers, they can work however they want, as long as they have these hooks back in. And, and as you said, the more, the more we can automate these hooks, the more we can make this simple, the more efficient our SIAM model will be.

Anand Tambey: True. True. So that actually answers one of the questions by audience. One of the audience Krupa Patel, she asked about what is SIAM and ITIL, is it a different thing or it is the same thing?

Claire Agutter: Yeah, it's a really common question. And I think part of it is just because there's, as a service management professionally, there just seems to be so much at the moment that we, we need to understand and a lot of SIAM models that are built on ITIL processes.

But what SIAM does is. It, it adds the, kind of the specific capabilities, roles, knowledge to make that work in a multi supplier environment. So, it's taking change management, but looking at what we need to do to make that work in a multiple multi supplier environment and the same with all the rest of them.

It's another question that we ask in the global SIAM survey is what are the different frameworks and methodologies that organizations are using within their SIAM models? And ITIL tends to be at the top. This year, we're seeing fairly even splits between ITIL three and ITIL four, but then there's this whole other list, you know, everything from IT4IT to DevOps to BRM. There's just, everything's in there because, you know, SIAM by its nature, spanning development, operations, true improvement, all of these different areas. It's certainly not a case of EITHER OR, you know, you're not gonna bring in SIAM and throw ITIL out the window. It is a case of looking specifically at how do we address the problems of working in a multi supplier environment.

Anand Tambey: True. So, there might be say COBIT and VeriSM. Those are also being new frameworks introduced quite recently, but how that governance models and all relate with SIAM. Or whether ITIL is like maybe a small baby and then bigger babies are VeriSM and others.

Claire Agutter: Yeah. I think any organization now, I think whether you are working with SIAM or not, ends up with a unique operating model, which draws on the bits that they need, whether it's COBIT VeriSM, ITIL, all of the above and, and in a way that was one of the challenges that VeriSM was written to address is how do you mesh all of these things together?

So, I, I think, you know, in order to have SIAM model to be effective, one of the things that you will have is, governance boards and the governance boards are about understanding the customer organization's requirements and cascading them down. So, you might well draw on COBIT, as been an effective way to do that.

You know, you know that you need to manage problems across your multiple service providers. You might decide that ITIL is the most effective way there. You might pull on more sort of specific techniques. So, you might bring in things like Kepner-Tregoe so that there will be lots of different inputs. And, and I think it's, it is one of the real challenges, for all of us as service management professionals is, is just trying to stay current in a way, but also stay effective because if, if there's something out there that would really help your client or your customer, then we, we need to try and we need to try and be aware of it, but it can, it can feel overwhelming. And I do, I do think sometimes people say, okay, ah, so if I'm doing DevOps, I can't do ITIL.

And in fact, it's a case of, well, you'll be using little bits of everything.

Anand Tambey: True. So, I think it would be great to know that you are the chief architect of VeriSM. Right? So yes. So how do you feel, and then how do you connect with the organization, what would be the best for them and maybe choosing the right option or maybe a guidance. The specific question one of the audiences have is from Nikhil Kulkarni.

He asked about like, what is the scope of ITSM, right? How we progress ahead with ITSM. And there are say a lot of certifications involved, a lot of training paths involved. So how to navigate that.

Claire Agutter: It is really difficult. You know, it, it comes what I was saying at the beginning when I started everything was really simple because yeah, there was just ITIL In, in those days, organizations didn't have that service management focus.

So something as simple as, as introducing, I dunno, service level agreements was transformational. Whereas now actually we, we kind of take things like that for granted. And we assume that organizations will have a service desk, will be doing incident management, will have targets associated with them. And, and the other thing that's changed at the same time is the importance of it.

You know, back again, back when I was starting, I was working for a government agency in the UK. And if email went down, nobody really minded. They just went back to, you know, chatting to each other and phone calls. Whereas now, if, if your email goes down for a few minutes, it's absolute opera. You know, our, our, our organizations rely on technology so much, which means the service management has to be better.

And I think what's happened is, all of these new ways of working have evolved to try and respond to that. But in fact, none of them is perfect. You know, if ITIL was perfect, DevOps wouldn't have, have been created, you know, if DevOps was perfect, we wouldn't be seeing you know, agile ways of working. Mm-hmm. And what that then requires is, a mixture. And this, this is what we, we were saying in, in, in the various in publications is you need to figure out the goals for your organization and then pull in the different ways of working that will support you because one of the things that I see is, friction created in organizations because we introduce new ways of working, but then other areas of the organization aren't ready for that.

So, a really common example is when you introduce agile development practices, you then find you've got friction with the finance team, for example, because the finance team are used to these really detailed business cases with everything laid out, you know, they're doing annual budget. And then the agile team is saying, well, you know, we kind of know where we're going, but not really how we're gonna get there.

And, you know, we can give you a range of potential costs and you just end up with this kind of clash. And, and it's not a case of saying, well, you are right and you are wrong. It's the case of saying, okay, where are we trying to get to as an organization? And how do we mesh these things together? And that that's where the management mesh from, from VeriSM comes in.

It's quite a long answer to the question, but I think, you know, as service management professionals, the requirement on us is to continually develop and learn about these things. It doesn't have to mean huge investment in training and certification, you know, there's, there's so much content available for free now there's podcasts like this one, you know, there's blogs, there's forums just be open to new ideas. And when, when you see something that makes you think, oh, actually that, that could be really helpful. That's when you kind of dive in and, and spend a little bit more time. it does feel overwhelming.

But it, it's not the case that you have to spend three days a week, every week in a training class, it's just a case of stay, stay curious, keep, keep learning. And you, you will find these things that you think, oh, that's, that's the thing. That's the thing that I need for my customer.

Anand Tambey: True. Yeah. So continuous and continual learning is more important. Yep. Yeah, absolutely. Right. So, say it's the best advice for the IT professionals here. Right?

So, now we come towards technology again from the processes. In the technologies area, now there is a dawn of artificial intelligence, NLP mm-hmm and then multiple models, prediction models. How actually SIAM addresses that because there are multiple people involved already, multiple industries, multiple vendors in. So how it introduces AI?

Claire Agutter Profile Photo

Claire Agutter

Director at Scopism & ITSM Zone

I am a service management trainer, consultant and author. In 2017, 18 and 19 I was recognised as an HDI Top 25 Thought Leader and nominated as one of Computer Weekly's top 50 Women in Tech. I host the popular ITSM Crowd hangouts, and I'm the Chief Architect for VeriSM.

At ITSM Zone, our mission is to provide amazing eLearning to help you build the skills for your digital transformation, including ITIL, DevOps, BRM, SIAM, VeriSM and more. At Scopism, we support you with high quality content including the SIAM Foundation and Professional BoKs.