Year 2 – SIAM Operations Maturity

August 31, 2018

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SIAM As-Is Evaluation Plan – People Connect

Service Teams Connect (Incident, Problem, Change etc.)

 Performance against the Metrics
 Gaps, if any
 Ideas to fix the Gaps
 Continuous Improvement Suggestions

General Topics
 What does SIAM do well?
 What’s not?
 What needs more focus!?

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Teams Connect – Harsha Srinivasa
Team Name: Major Incident Management
Role: Major Incident Management / Incident Management Manager
Performance Against the Metrics Gaps, If Any
Working efficiently and achieved good MI Co-ordination and resolution time Many critical applications are not being monitored – Event Management
Incident reduction through daily workgroup calls No efficient queue governance
Addressed disputed tickets and reduced incident ageing and high hop counts Vendor management has to be improved
Achieved and improved on incident response time Incorrect priority assigned for most of the Incident Integration alerts
Being efficient in email and chat responses

Ideas Suggestion to Fix the Gaps Continuous Improvement Suggestions

Identification and inclusion of monitoring of critical and priority applications
Preparation and reiteration of queue governance document across all resolver
teams
Vendor Connect to be arranged ; Consulting the client team for better
understanding on SLA’s and underpinning contracts
Initiative on working with tools team to improve priority and better capture and
generation of SNOW tickets
Need to work with AO and IO teams to understand and get updated on the
infrastructure and application setup
Defining the scope of MIM and reiterating the same to all suppliers and
vendors
Picking up new skills on cloud, devops and automation ideas
End user testing confirmation after Change is implemented – To be
emphasized
Scrubbing PRB’s for better understating issues and related dependencies
1 idea per quarter from team member for CSI

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General Topics – Harsha Srinivasa
Team: Major Incident Management

What’s SIAM Doing well? What’s SIAM not Doing well?

SLA and KPI’s are being achieved on time Need to improve the impact analysis time
Good co-ordination with Onsite teams Timely escalation on bridges
Efficient Client Management Need to improve on driving the bridge
Have to co-ordinate well to achieve Comms SLA (Initial)
Better co-ordination required between suppliers and vendors

What needs more Focus from SIAM?

Making SIAM MIM the SPOC or First point of contact for all high priority, high urgency and all governance issues
Impact Analysis
Better understanding of applications and infra setups
Understanding of SIAM Implementation and CSI
Understanding and usage of cloud, network and application level knowledge to better driving the bridges

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THANK YOU

Copyright © 2018 Accenture All rights reserved. This document contains confidential information and may not be distributed without Accenture prior consent. 5