The management of ICT services requires a clear governance structure and a comprehensive integration of services.

The Service Integration and Management (SIAM) model is an effective way to keep management authority where responsibility lies. The Service Management Office (SMO) is a function that can be set up to ensure clear operational responsibility and leadership.

Examples of implementations

Setting up a Service Management Office for a financial services company

Start setting up and resourcing the management of service catalogues (approx. 30% FTE), establishment of Service Desk with extended workstation support to all services (incident manager 100% FTE, MIM resourcing), revision of change management practices to a decision making body (change manager 50% FTE, CAB), definition of distribution and deployment management and scheduling of standard releases (50% FTE), establishment of problem management with gradual increase of competences to a continuous activity (30% FTE). The implementation took about one year including training.

In the context of a Service Management Office sourcing project for a large bank

In the context of the outsourcing project, we defined the future organisation and the new function SMO. We resourced the main roles and ensured the transition from in-house operations to continuous service with new service partners during the outsourcing arrangements. The project involved around 1000 people, of which around 250 remained in the internal organisation. Management responsibility was established as an in-house SMO of about 5 people. At the beginning of the outsourcing, we resourced the entire SMO, helped select new internal resources, trained them and transferred responsibilities to them. The project lasted about 9 months.

Setting up a Service Integration Office for a global conglomerate and replacing the ITSM tool

The company's ITSM tool had been "ruined" over the years and the only way to fix the situation was to compete and change the ITSM tool. We helped with the tender and tool selection, eventually CA changed to ServiceNowh. We set up the SIO organization, defined the organizational structure, consulted on process customization and helped communicate the change to the global organization.