itSMFI 2017 Forum Focus - June Forum Focus ITSMFI | Page 21
This thesis presents the core theory revolving around the subject,
and introduces four SIAM case studies written of SIAM-practices in
Finnish companies representing different industries. Implementing
the concept into an organization has revealed to be the most
challenging part in adapting it, and the means to tackle the issue
have been discussed in this thesis.
Harri Palomäki, Markus Heinonen, Myunghuyn
Youm. Thesis conclusion, SIAM Dashboards:
The objective of the project was to propose best practice for SIAM
dashboards, based on existing literature and the case study
company interviews.
The project started with the current state analysis which revealed
that existing best practice for the SIAM dashboards was not easily
available. Therefore, every company utilizing SIAM currently were
building their own SIAM dashboards from scratch.
After the current state analysis, literature study was
conducted based on the internal documents and existing literature
about SIAM, ITIL, KPIs and business intelligence dash-boards. The
draft SIAM dashboard prototypes were created based on this
available knowledge.
challenges in multi-vendor environments.
SIAM SIG will continue to work around the topic of SIAM in Finland.
Next topics and investigations are under planning and more news
will come under Q3 2017.
SIAM SIG and itSMF Finland hope to involve more students also in
the future in co-operation around studies and investigations. It
gives valuable information to itSMF Finland members around hot
topics, with neutral parties conducting the researches and
investigations. And participating students get first hand, invaluable
experience in and around IT; Experience and information which
may well lead and get them interesting opportunities and support
them in their own work & career paths in the future.
References
Service Integration and Management (SIAM) practices and four
Case Studies of Finnish companies: http://bit.ly/2qPQ6E7
SIAM Dashboards: http://bit.ly/2qd8Xan
When the literature study and the first prototypes were ready, the
project moved to the next stage which was the case study company
interviews.
Six large companies were interviewed using a questionnaire (found
in thesis Appendix 3) together with the SIAM dashboard prototypes
used as a reference point. For more information, please find below
SIAM SIG members contact information.
The project group also participated in a SIAM workshop which was
arranged by Sofigate in Espoo, Finland. Jussi Vuokko (Sofigate)
[email protected]
Because of the non-disclosure agreement (NDA) the company
names and answers will not be shown in the thesis.
After the interviews, there was an adequate amount of data for
creating the proposals based on the findings. The proposal had four
different dashboards: Service Management Office dashboard,
Service Desk dashboard, Customer Satisfaction dashboard and
Major Incident Management dashboard. Each one of the
dashboards have 8 to 12 important KPIs that were measured in
most of the case companies interviewed by the project group.
The proposal gives a reliable starting point and a basis for the
companies for building their own SIAM dashboards.
Each of the KPIs presented in the dashboards are being used in
large companies whose SIAM maturity levels are high.
The bottom line is that each company needs to identify the most
relevant KPIs for their services by themselves, but these dashboards
presented in the project will help in defining them.
SIAM SIG’s Story Will Continue
SIAM SIG is pleased by the outcome of the investigations & work
conducted together with the students around the area of SIAM.
SIAM clearly has a lot of interest and opportunities in Finland, but it
also requires time, dedication, funding and proper planning to
succeed in it.
SIAM is not a “one-size fits for all” concept but needs to be adapted
and implemented based on real needs deriving from day to day
21 itSMFI Forum Focus—June 2017
Olga Antonova (Sofigate)
[email protected]
Tiina Eronen (Service-Flow)
[email protected]
Joakim Kockberg (Sofigate)
[email protected]
Ari Luttinen (Sanoma Pro)
[email protected]
Paula Määttänen (Cognizant)
[email protected]
Tomi Uutela (Posti)
[email protected]