On 28 October 2024, EXIN JAPAN held its first face-to-face event in Osaka in a long time, in the form of a seminar and social gathering for leaders working in ITSM since 2009. The event provided attendees with a place to connect with others and gain their own insights. EXIN JAPAN spent a lot of time preparing for the event, including workshops and inviting people to submit willow poems(ITSM Senryu). It has been 14 years since the last face to face event in 2010, and we would like to thank everyone for making it such a wonderful event.
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Presentation from Namrata Sahoo, EXIN
We were pleased to welcome Namrata Sahoo from EXIN’s head office in the Netherlands, who spoke about HCLTech’s consultancy work for Lloyd’s Register.
Presentation from Mr Suzuki, DIG2 Next
Mr Suzuki of DIG2 Next presented his model for Japanese organizations and his ideas for practical mechanisms in providing end-to-end services for Japanese companies.
Presentation from Mr Hirakawa from Tokio Marine and Nichido Systems
Mr Hirakawa from Tokio Marine & Nichido Systems then took the stage to reflect on his understanding of outsourcing strategy and SIAM, his impressions of the model, followed by a dialogue from the company’s perspective through questions to Mr Suzuki. In Mr Hirakawa’s impression, his first utterance was “I was excited!” and the audience, also felt that the dialogue was exciting.
Social Event
At the social event, the participants enjoyed exchanging business cards and playing games. Mr Tani of Techno-Five, the MC, conducted the seminar and the social gathering in an excellent manner.
Event Participants
The roles of the participants were mostly project management in the delivery of service construction, followed by service managers.
Role of Attendees
- IT/DX Strategist 4%
IT Management Office 4% Service Architect 14%
Service Integrator 5%
Service Manager 18%
Project manager 41%
Service Desk 9%
ICT Vendor Sales, Pre-Sales 5%
Feedback
In a survey conducted with the participants, more than 90% of them said that the seminar and the social gathering met their expectations. Some of the comments and feedback from the survey are shared below.
What specific problems do you have in a multi-sourcing environment? What specific problems do you have in a multi-sourcing environment, and have you found SIAM to be beneficial in resolving them?
- While some of the same systems are used globally, some regions use different service desks, help desks or application management services. We felt that perhaps SIAM might be beneficial in such an environment.
- The idea of managing table permissions with the concept of JIRA projects for boundaries, which is a challenge for tool operation in a multi-service provider environment, was simple but eye-opening.
- I was impressed by the standard simple implementation, and I think SIAM represents a straightforward solution for this.
- We are participating in a project to put SIAM into practice, and it was useful to see the affinity between the SIAM model and the actual tool.
- It was a case where there was a problem with the chain of instructions and SIAM could be used to draw a firm line.
- Different vendors have different service management methods and management levels are not standardized, resulting in significant differences in service quality. In addition, there are situations where there is a strong stove-piped mentality and little awareness of the need to collaborate to solve problems. We feel that the SIAM approach is useful in resolving these issues, but we need the understanding and cooperation of each vendor.
- Customers also have multiple IT departments and multiple SPs, which makes consensus building and collaboration difficult. SIAM may be difficult if the customer organization is not monolithic.
[About the session with Mr Hirakawa and Mr Suzuki] What are your impressions of the panelists’ questions and the exchange of answers?
- It was interesting that Mr. Hirakawa is well versed in the IT field, and it was very interesting that he and Mr. Suzuki exchanged opinions as if they were in the field; I felt it was very beneficial to have discussions with people who have knowledge of both the ITIL/SIAM base and the field.
- We feel that the questions posed were in line with reality and led to a deeper understanding of the model itself and the participants. It was valuable to hear these discussions alongside real-life examples.
- It was interesting to hear what kind of focus they have in using SIAM.
- It was a very interesting initiative, and I felt the importance of a dialogue that integrates the perspectives of business practice, systems and consultancy.
- I think it was an exchange that deepened our understanding. On the other hand, I thought it would have been more interesting and meaningful if there had been a more in-depth discussion (e.g. involving listeners).
- The exchange of what is a service in the first question was very interesting.
Thank you to EXIN JAPAN, and to all of the event attendees and hosts!
