Real World Experience Shared

Month: October 2020

Defect & The Service Desk

Defect Management

A software defect that makes it into the production environment can be a real pain for the Service Desk. Imagine the scenario where your user rings and advises that software is not performing as expected. They want to raise an incident and for you to resolve that with the same speed and rigour that you would an infrastructure failure. You log it and route the incident to the application support team who tell you that it is a code bug and will require development effort to fix.

IT Outsourcing

IT Outsourcing – The Contract

IT outsourcing – the use of external providers to deliver IT services has been around for decades. Over the years, I have reviewed, negotiated and written many different outsourcing contacts. Whilst the scope and the cost vary, many aspects of the contract remain the same.

The SIAM Model

What is a SIAM Model

In the SIAM model , SIAM or Supplier Integration and Management is simply the framework for managing multiple suppliers of IT services that may be freestanding or integrated in order to present a single business-facing IT organization.

There are 3 distinct roles in the SIAM Model:

System Integrator vs Service Integrator

System Integration

I am often asked to explain the difference between a System Integrator and a Service Integrator. Working in a multi-national enterprise with a heavily outsourced IT provision, I had the opportunity to travel the world talking to my colleagues about Service Management and how we organise ourselves to manage our external suppliers.

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