Service Integration and Management (SIAM) Support for a European high-speed Train Operator
Overview.
Customer has 20+ vendors managing different service components and applications. Due to a multi-vendor environment and unaligned supplier behaviors, there was an unstable environment with unreliable IT services. Governance mechanism to monitor and manage supplier performance and behaviors was not effective. There were many complaints from Business about poor quality of services.
Customer engaged Coforge as their SIAM partner (Service Integrator) to manage multiple service providers and increase the reliability and performance of IT services.
Coforge implemented a SIAM operating model that was customized for the customer’s specific requirements.
Lack of transparency between service providers (each supplier had its own agenda)
Complex accountability between the suppliers
Barrier to innovation (multi-vendor coordination for realizing innovation was lacking)
Differences between service providers (SLAs, contracts, tools, reporting)
Issues with clear responsibilities and escalation path
Complexity of integrations
Finger pointing on service disruption
Inconsistent supplier governance and performance management practices
Solution.
Coforge implemented a SIAM operating model with specific governance capability to monitor and manage suppliers' performance and behaviors. The following activities were performed:
We worked proactively and collaboratively with the customer and suppliers to ensure delivery of high-quality, end-to-end business-aligned IT services
Took ownership of monitoring performance, coordination activities, and managing the interfaces between multiple suppliers
Developed and implemented a common service vision, governance standards, end-to-end service metrics, and ensured alignment of objectives
Put in place a clear governance model to manage interdependencies
Ensured that contractual SLAs were aligned with the business needs
Implemented and institutionalized Service Management processes, using service management tool
Implemented a highly successful real-time CIO dashboard reporting on Service Management, including individual supplier’s performance
Periodic review of supplier contracts to keep them aligned with business needs
The impact.
Reduced tickets from 2200 to 1800 per month through automation
50% reduction in P1/P2 incidents
Improved service availability and operational performance through improved supplier collaboration and reduced service outages
Improved supplier SLA compliance
Integrated set of tolls to provide complete visibility and traceability
Executive dashboards for end-to-end service and performance reporting
Met customer’s business demand in an agile manner by rapidly onboarding and offboarding suppliers/services
Continuously automated processes throughout the engagement, an example being the implementation of RPA with the Service Desk
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