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]