Monday 3rd November - Agenda
Arrival, coffee and networking
Welcome including keynote speaker Sam Robinson from Yorkshire Ambulance Services
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Welcome to the conference
Charity introduction
Keynote:
Can SIAM really stand up under pressure?
“SIAM provides governance, management, integration, assurance, and coordination to ensure that the customer organization gets maximum value from its service providers” – but how can you do this when you’re faced with a global pandemic, delivery timescales never seen before, and multiple organisations running at the same problems?
Join Sam Robinson as she tells the story of how the NHS national digital and technology teams moved at an unprecedented pace to build, deliver and run digital services that supported our nation in a crisis. Sam will bring to life her experiences of building and running a 24*7 support capability for critical national services that we all came to rely on during the pandemic.
Break
SIAM: A CIO’s Story
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Joanne Todd has a long association with SIAM stretching back to her days at BT where SIAM concepts were being applied before the term had been invented. Since then, she’s held numerous government IT roles at Head of and Director level, and now works as a CIO in the charity sector at St John Ambulance.
In this session, Joanne will share her reflections on SIAM from a boardroom perspective, including:
- The strategic and organisational drivers for SIAM
- Lessons learned from multiple SIAM transformations
- The business case for and benefits of SIAM
- The evolution towards enterprise SIAM approaches
Key takeaways for this session include:
- How to explain the need for SIAM in strategic terms
- Key SIAM benefits/challenges
- Taking the first steps towards enterprise SIAM
SIAM in the Next-Generation Enterprise
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As the enterprises of the future are looking to transform business, reduce costs, and drive productivity. Automation, AI & other available solutions in the market are proving to be instrumental in driving business goals. Service management and SIAM shall play a significant role to help identify, govern, and manage the complex supplier ecosystem of the future. The following areas need to be a focus for organizations to embrace success in a multi supplier, multi-AI model:
- Keep SIAM principles intact
- Define architecture and governance controls
- Embrace new frameworks
- Proactive culture
- Experience management shall be the new norm
The current ecosystem delivery has become resilient to known issues and the focus is now gradually shifting to employee, customer and business experience. The future SIAM model must continually evolve to drive experience trends and value.
The ABC of behaviour
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To achieve behavioural change in the organisation, you must first understand behaviour and how it can be influenced. You must also understand the pitfalls and how to proceed analytically and practically to elicit optimal performance.
Organisational Behaviour Management (OBM) aligns with Service Integration and Management (SIAM) by focusing on the behaviour and performance of individuals and teams to improve service delivery and integration in multi-vendor environments.
Key takeaways for this session include:
- Naming behaviour
- Analyse and explain observable behaviour
- Pitfalls for leaders in behavioural interventions
- Behavioural compass
- Roadmap to better performance
Finnair’s SIAM Journey
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Finnair SIAM functions were previously outsourced and two years ago the task was taken over internally. The presentation tells how Finnair’s SIAM journey has gone and what has been accomplished. Finally, the summary reviews the lessons learned from the journey and what future plans Finnair’s SIAM team has. The presentation is a case example of how SIAM functions can be developed within the company. The presentation also discusses how the term SIAM is defined.
Key takeaways for this session include:
- What is SIAM? Process, model or framework?
- Does SIAM need to implemented in the organization from the top down or the other way around?
- How to manage over 200 suppliers and over 400 applications?
SIAM Governance is boring....NOT!
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Who wants to design the SIAM governance model? Not a question that typically attracts a rush of volunteers! But it is perhaps the most pivotal element of making “Service Integration and Management” work and I’ll be honest I like it! Join me to discover some of my hints, tips and takeaways from designing models for a number of different organisations both public and private sector.
Key takeaways for this session include:
- Avoid the pitfalls of ignoring current governance when designing for SIAM
- Learn how less can be more in designing and implementing SIAM governance
- Appreciate the need to design flexibility into your SIAM governance
Saving the World with SIAM
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Our world is changing, and our climate is changing. Businesses and service providers have been increasing their focus on Corporate Social Responsibility (CSR) and Environmental & Social Governance (ESG). Global decarbonization regulations & targets together with more social pressure are driving huge shifts in the way services are designed, delivered and consumed. Sustainability, at the very least, has to be considered if not fully built into business services
As service management and SIAM professionals we can play a part in the overall governance of sustainability and decarbonization within a partner ecosystem. In this session, Paul will give us a short trip into how we can all Save The World With SIAM.
Key takeaways will include:
- Introducing specific service management roles focused on green IT
- Governing Decarbonization Level Agreements (DLAs)
- Introducing decarbonization dashboards
- Helping write and promote “green by design” guidelines for ecosystem partners
Lunch
Navigating the Unseen - Measuring the Service Integrator
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Join Michelle and Simon as they lead Service Integration Measurement working group in an interactive session, directly addressing the challenge of measuring the service integrator in a SIAM environment. This session is not just about theory but practical solutions you can implement.
They’ll discuss the negative impacts, such as the watermelon effect, financial penalties, and undermining service-provider relationships. Drawing from the experience of global experts in the SIAM Community, they will share successful strategies, including qualitative measures, ‘Experience SLAs’, and integration focused measures.
This session is designed to be engaging, informative, practical and will include a panel Q&A.
Key takeaways for this session include:
- Understand the challenges of measuring the service integrator in SIAM.
- Recognise the negative impacts of misaligned measurements and poorly engineered financial penalties.
- Discover the framework for effective SIAM measurement
Modernizing SIAM by Infusing GenAI and SRE
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Our talk focuses on how modern technology practices and frameworks can complement and elevate SIAM. . The future of AI in ITSM looks both exciting and revolutionary. As AI evolves, it will generate major advances in automation, predictive capabilities, and tailored service delivery, radically changing how IT services are managed. AI will enable enterprises to increase productivity, proactively fix issues, improve user experiences, and grow IT operations more easily. Availability, reliability, maintainability, observability etc. are not new in the ITSM domain either, however, we will see, how SRE helps us to pivot towards data-driven and customer-centric approach.
Key Takeaways:
Our real-life journey and lessons from GenAI and SRE adoption
- Business Outcomes Orientation
- Infusing AI in ITSM for Improve Service Delivery and User Experience
- Demonstration of the real product
- Incorporating SRE practices for improved reliability.
- Demonstration of an SLO-driven monitoring and alerting framework
Navigating the Unseen - Measuring the Service Integrator - Continued
Revolutionizing ITSM with Scopism: A DeLaval Journey to Service Excellence
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In our quest for service excellence at DeLaval, we’ve embraced the Scopism model to revolutionize ITSM.
Our innovative management approach has enhanced multi-provider service delivery, ensuring end-to-end integration with limited resources.
We’ve instituted data-driven KPIs and dashboards for transparent status tracking, empowering us as informed service requestors. This strategic shift has streamlined our SIAM organization, enabling a comprehensive view for continuous improvement, and freeing up resources by avoiding specific SIAM contracts.
These initiatives have collectively uplifted our service providers’ performance, showcasing our commitment to service improvement without additional contracts.
Break
Closing Panel: How Can SIAM Help Us Prepare For Industry 5.0?
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We are quickly approaching the Fifth Industrial Revolution, that will see humans working alongside advanced technology and AI-powered robots to enhance workplace processes. This has huge implications for the economy, including the need for increased focus on resilience, sustainability and human-centric aspects.
How can SIAM help us prepare for this new phase?
Which aspects of SIAM align well with this paradigm, and how can SIAM help us bridge the gap between the ‘old’ and ‘new’ world view?
This panel discussion, involving industry experts and recognized thought leaders, will handle these questions and more.
Key takeaways for this session include:
- Insights into the implications of Industry 5.0
- How SIAM aligns with Industry 5.0
- How SIAM can help prepare us for this new reality by bridging the gap