Service Integration & Management
With the increased acceptance of niche cloud providers, growing automation and commoditization of ITO (Information Technology Outsourcing) service towers, IT outsourcing buyers continue to deal with an increasing number of IT service providers but witness several challenges. Managing the vendor landscape with each supplier typically following their own processes, using their own tools and having to aggregate services across providers while ensuring they are aligned towards the business objectives is getting increasingly complex and difficult. IT has now evolved to a “Broker” role.
Increasing complexity drives IT outsourcing buyers to take another look at their Service Integration and Management strategy. HCL will help you to assess the right SIAM model. The two-fold approach of HCL’s SIAM model helps enterprises to overcome the challenges of integrating and aggregating the supplier ecosystem. The HCL SIAM model ensures conducive conditions for right collaboration by aligning the ecosystem to the customer. The solution drives strategic innovation and collaboration in the ecosystem while maintaining competitive tension. Additionally, the HCL SIAM Gold Blueprint provides a catalogue aggregation solution, a service management platform as well as an industrialized “service bus, which puts a strong process framework in place for integration of disparate IT providers and provides greater visibility into operational performance for better and faster decision making. This, in turn, ensures better accountability, trust, transparency, and effective performance management in the ecosystem while establishing a collaborative ethos.
As you shift towards Gen 3.0 and adopt HCL’s Service Integration and Management framework, you will stand to gain from increased efficiency brought about by process transformation, easy adaptation to hybrid cloud models, and a greater synergy in supplier management.
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.