Service Integration & Management
With the increased acceptance of niche cloud providers, rapid automation and commoditization of ITO (information technology outsourcing) service towers, IT outsourcing buyers continue to deal with an increasing number of service providers but witness several challenges. Managing a vendor landscape where suppliers follows their own processes, while also ensuring they are aligned towards the business objectives is gradually becoming difficult. IT has now evolved to a “broker” role.
Increasing complexity drives IT outsourcing buyers to reevaluate their service integration and management strategy. HCL facilitates the assessment of the right SIAM model. Our two-fold approach helps enterprises to overcome the challenges associated with integrating and aggregating the supplier ecosystem. The HCL SIAM model ensures conducive conditions for collaboration by aligning the ecosystem with customer demands. The solution drives strategic innovation and collaboration in the ecosystem while maintaining competitive tension. Additionally, the HCL SIAM gold blueprint provides an aggregation solution, a service management platform and an industrialized “service bus. Together, they enable a strong process framework for integration of disparate IT providers, driving greater visibility into operational performance for improved decision making. This, in turn, ensures better accountability, trust, transparency, and effective performance management in the ecosystem while establishing a collaborative ethos.
With the shift towards Gen 3.0, the adoption of HCL’s Service Integration and Management framework will deliver increased efficiency, hybrid cloud model adaptation, and a greater supplier management synergy.
The HCL SIAM ServiceNow Gold BluePrint is the process ecosystem of HCL best practice processes; designed, used and maintained for SIAM services and managing a multi supplier environment pre-implemented on the ServiceNow platform with best practices pre-configured. The solution includes a detailed document set to implement SIAM; including project plans, process documents, measurement methodology, governance forums, OLA templates, training material, etc. All artefacts required to operate and manage and integrate with other providers also pre-defined.
ServiceXchange, offered as a SaaS solution, acts as the system for orchestration between the ‘service consumer’ and the ‘service supply chain entities’. ServiceXchange provides
- Catalog Aggregation: Single system of engagement by aggregation of multiple service catalogs of different suppliers
- Service Orchestration & Publishing: Orchestration of multiple service offerings from different service providers utilizing Shopping Cart functionality of ServiceXchange for IT as well as non-IT services.
- Order Fulfilment and Routing: Automatically routes orders to suppliers’ fulfilment systems and communicates back to consumers when orders are fulfilled.
HCL XSM or “XaaS Service Management” enables a modern, consumption-driven engagement model and goes beyond the traditional IT service management. It is offered as SaaS solution and connects the various consumers (business users, IT practitioners, or end customers) with goods and services that they need to drive productivity and innovation. It fosters service consumption and automated fulfilment, knowledge sharing, self-service support, and collaboration between communities of interest to improve the overall engagement experience with IT, while supporting the traditional ITSM processes and models.
The HCL Service Integration bus handles the integration of on-premise and cloud service management solutions like ServiceNow. The solution provides real-time bidirectional integration with a variety of data sources via a message broker service leveraging the standard HCL GBP model for data that is exchanged between service providers and their customers.