SERVICE INTEGRATION AND MANAGEMENT (SIAM) OPERATING MODEL FOR GLOBAL PHARMACEUTICAL Wednesday 8th April, 2015

Background

Due to the poor performance and lack of flexibility of the ‘first generation’, single source, IT outsource provider the organisation decided to move to a new multi-source environment. As part of the sourcing strategy the decision was taken to insource key components to bring the control and management back in house, which included the service integration and management (SIAM) function.

Approach

Using its past experience Coeus was asked to support the SIAM operating model's design and implementation activity to ensure a successful transition back in-house, including:

  • SIAM operating model and organisation structure design, including FTE numbers, processes, governance and implementation plan
  • Design of new service management processes e.g. incident, problem & change management to effectively coordinate activities across the towers in a multi-source environment
  • Detailed transition planning, role mapping, recruitment activity and a sharp focus on risk mitigation
  • Significant business change activity to support the transition and to secure the new ways of working and culture

Outcomes and Deliverables

Working with the client organisation's team Coeus rapidly produced:

  • Business case for SIAM sourcing options
  • Documented sourcing strategy, negotiation and communications plan
  • Steering board paper and presentation to Group CIO and CFO

Benefits

The benefits of working with the Coeus team were:

  • SIAM operating model and organisational structure
  • Service management processes defined and implemented
  • Transition and risk mitigation plans