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Cooperation between business and IT suppliers does not happen by itself – it requires direction! The governance of outsourcing is a high-priority agenda item for organisations. Service Integration and Management (SIAM) involves integrating the sub-services of all kinds of internally outsourced services (including shared services) and externally outsourced services (including cloud services) into an IT chain that increases the efficiency of business processes and helps realise business goals.
Working as part of the ‘Hollywood Dreams’ organisation, which produces several movies each month and sells movie tickets at the cinema, you face the challenge of improving sales and profit. Having outsourced IT services to three suppliers, you now need to work with them to deliver against the growth strategy.
You will be working as business managers, contract manager, integration manager, service manager or one of the 3 suppliers to make Hollywood Dream reach its goals. Hollywood Dreams innovates its services, and in this simulation the business managers will bring in new ideas to increase sales and reduce costs. However, without effective collaboration with the suppliers this will be a challenge.
Later in the year Hollywood Dreams must be ready to launch the new James Bond movie. At this moment the organisation is not ready for such a huge program. But hopefully there is enough time to prepare the suppliers and your own business processes. Can the business work with the suppliers and take advantage of the upcoming blockbuster?
This simulation is suitable for anyone involved in outsourcing, directing and integrating digital services – including:
During the event attendees will explore the following areas:
The simulation consists of 4 rounds and in each round the team will experience one or more aspects of SIAM. By playing in a number of game rounds, and reflecting and improving between rounds, you will also need to apply ‘continual learning and improvement’ as a core team capability. Each round starts with preparation time in order to improve processes. Suppliers can buy extra resources and the Contract Manager discusses the contracts and agreements with the suppliers. Fees need to be paid. Then the Business will share and prioritise the projects with the Integration Manager and the suppliers can start to plan applications, RFCs and innovations.
The team must organise themselves and will receive a package of work. The team will get used to integrating the work and coordinating with the three suppliers. All contracts are different.
Are the roles and processes clear? The integration manager in relation to the suppliers? What is the role of the Contract manager? Is there reflection and feedback for renegotiation?
In the meanwhile, office, operational and applications incidents occur and are all reported at one supplier which led to an overload of work. The suppliers need to collaborate and activate Incidents management and proactive changes to improve the operations as well as build projects of the business. They will discuss what is the role of each supplier? Make use of reports and graphs (utilisation rate, #incidents). What is the revenue and the effect of not solving the incidents? Each business role knows the loss of revenue of not receiving the calls and not solving the calls. Does the business use this information and are they informing the service integration and contract manager? What is the proactivity of the service integration and contract manager and the suppliers?
The team will use the feedback of their own reflection session in order to improve the service integration and management. They will start portfolio management and the service improvement and innovations conversation are initiated with suppliers. Re-contracting with all suppliers will take place. Root Cause of incidents can be found to use the Problem Management service and find the Known Errors (KE).
Service Innovations are introduced and can be prioritised, like Service Desk self-service, Automated Testing, Infrastructure as a Service and Security Management. The team starts to meet regularly with the suppliers and integration of services is discussed.
The strategy is changing, the business has new ideas to increase sales and lower costs. These changes have a huge impact on the existing contracts and require synchronisation with all suppliers.
In this round the contract manager will improve the reporting. Suppliers have more innovation possibilities to optimise the service delivery.
Contracts are adjusted and well-integrated with the strategy of Hollywood Dreams. If necessary, suppliers are flexible to anticipate any business opportunities that pop up in the ever-creative minds of the Business Managers. Your team will be able to react fast without the need to negotiate the contract or adjusting the processes. Are you ready to reach Hollywood Dreams goals of sales profit in this round?
This event is FREE but please be aware that the maximum capacity is limited to 10 attendees due to the interactive delivery format.
Please note: As places are limited, and roles need to be allocated on the day, our only request is that you ensure your availability before registering as ‘no-shows’ on the day will impact other attendees!
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
London
Ground Floor South
Burford House
Leppington
Bracknell
Berks RG12 7WW
Tel: +44 (0) 118 918 6500
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